Lina Thomas
Carnes Hill,NSW
Overview
17
17
years of professional experience
Work History
Customer Service Manager Relief
Commonwealth Bank
07.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Customer Services Manager
Commonwealth Bank
01.2021 - 07.2021
- Increasing number of activity by identifying and offering financial solutions to new and existing customers.
- Excellent people and communication skills to solve customer complaints empathetically
- Supports branch manager and performs management duties when the manager is absent or on leave
- Engaged in business development and customer relationship activities
- Observation and coaching team member to boost their confident
- Participate at the end of day huddle to get the team engaged in sharing best practices
Customer Services Manager
Commonwealth Bank
01.2019 - 01.2020
- Comply with Bank's policies and procedures and provided assist to my staff when needed to help the customer with banking products/services
- Maintains and reconciles a cash drawer, adhering to Bank cash handling & security policies and procedures
- As a team leader, I’m the contact point for all team members associate with the Branch Manager and Branch support Manager , that’s why I provides clear communication skills
- Build a good relationship with a team to be able to act proactively to ensure smooth team operations and effective collaboration delay
- Ultimately, I set a good example and engage the team to achieve goals
- 1) by Create an inspiring team environment with an open communication culture
- 2) Set clear team goals
- 3) Delegate tasks and set deadlines
- 4) Oversee day-to-day operation
- 5) Monitor team performance and report on metrics
- 6) Motivate team members
- 7) Discover training needs and provide coaching
- 8) Listen to team members’ feedback and resolve any issues or conflicts
- 9) Recognize high performance and reward accomplishments
- 10) Encourage creativity and risk-taking
- 11) Suggest and organize team building activities
2IC
Commonwealth Bank
01.2018 - 01.2019
- Processing transactions at a high level of productivity and efficiency, while providing excellent customer service
- Balance the group end of day, order and clear notes and coins, balance, order and clear foreign currency holdings
- Training and supporting new staff member
- Maintain and repair minor issue relating to ATM
Customer Service Specialist
Commonwealth Bank
01.2015 - 01.2018
Customer Service Representative
Commonwealth Bank
01.2011 - 01.2015
Duty Manager
Woolworths Supermarket
01.2008 - 01.2013
- Looking after the shop dealing with the store issues and managing other department and staffing
- Liquor license
- Ability to work and contribute in a team as well as work independently
- Being an active member of the team and embodying strong leadership skills
- Working in fast-paced team environment
Education
Advance Diploma - Accounting
TAFE
12.2011
Diploma - Financial Service Banking
TAFE
12.2007
Skills
- Strong work ethic
- Stress tolerance
- Fluent in multiple languages
- Microsoft outlook, word, and Excel
- Problem-solving
- Time management
- Customer service
Emailaddresses
- Lina.thomas@cba.com.au
- Lina_thomas1@hotmail.com
Reference
Area Manager: Retail Bankstown Area
James Laris
Email: James.Laris@cba.com.au
Mobile:0468608934
Branch Support Manager: Bankstown Area support
Andrew El-Ladkani
Email: ElladkAn@cba.com.au
Mobile:0422524971
Timeline
Customer Service Manager Relief
Commonwealth Bank
07.2023 - Current
Customer Services Manager
Commonwealth Bank
01.2021 - 07.2021
Customer Services Manager
Commonwealth Bank
01.2019 - 01.2020
2IC
Commonwealth Bank
01.2018 - 01.2019
Customer Service Specialist
Commonwealth Bank
01.2015 - 01.2018
Customer Service Representative
Commonwealth Bank
01.2011 - 01.2015
Duty Manager
Woolworths Supermarket
01.2008 - 01.2013
Advance Diploma - Accounting
TAFE
Diploma - Financial Service Banking
TAFE
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