Summary
Overview
Work History
Education
Skills
Volunteer Work
References
Timeline
Generic

Lucy Smaragdis

Georges Hall,NSW

Summary

I am a deeply people-oriented individual with over 36 years’ experience delivering care and customer service excellence in the banking sector. Throughout my tenure, I have developed my strong interpersonal skills in a multitude of roles, as I remain passionate about delivering outstanding customer experiences through teamwork and collaboration. My professional experience has enhanced my adaptability, allowing me to establish meaningful interactions with people of all ages whilst effectively problem-solving in fast-paced environments.

Overview

36
36
years of professional experience

Work History

Relationship Associate

National Bank of Australia
Sydney, NSW
01.2009 - Current
  • Providing support for Private Bankers and their portfolio of high net-worth customers, assisting them in managing business volumes and trends.
  • Utilised strong customer service skills to manage various private banking requests ranging from high value funds transfers to the resolution of customer complaints.
  • Collated sales data and reports of sales activities for performance management.
  • Assisted in people and culture activities to enhance team morale and culture.
  • Ensured compliance with Government policies related to privacy protection regulations.

Premium Relationship Manager

National Bank of Australia
Sydney
01.2005 - 10.2007
  • Responsible for the successful management of a portfolio of over 1000 private Home Loan customers.
  • Implemented processes to exceed portfolio growth targets, whilst upholding customer service excellence.
  • Achieved revenue targets and met customer retention goals through engaging in relationship building.
  • Awarded Retail Banking State Sales & Service Achiever.

Branch Manager/Customer Coach

National Bank of Australia
Sydney, NSW
01.2003 - 11.2004
  • Responsible for running all facets of the branch ranging from sales, service, staff leadership and training.
  • Assumed responsibility as Customer Coach to implement a collaborative up-skilling program to develop talent and drive the improvement of customer service and sales outcomes.
  • Provided close guidance and support to team members regarding problem resolution and customer service issues.

Customer Service Supervisor/Premium Relationship Manager

National Bank of Australia
Sydney, NSW
01.1988 - 12.2002
  • Demonstrated adept problem-solving and active listening to diffuse difficult customer interactions.
  • Identified areas of improvement in the customer service process and developed strategies to boost morale.
  • Managed a portfolio of premium customers, maximised sales opportunities and provided high quality service to all our customers.
  • Awarded the General Sales Excellence Award

Trainee Clerk/Planning & Administration Officer

National Australia Bank
Sydney , NSW
03.1988 - 12.1997
  • I undertook various appointments during these years, starting my journey as a Trainee Clerk assisting home loan customers in the branch.
  • During my role as a planning and administration officer, I worked closely with early pre-payment of loans and adjustment fees. This involved dealing with various difficult customers.

Education

Certificate IV In Financial Services

Swinburne University Of Technology
Parramatta, NSW
04-2004

Higher School Certificate

Nazareth Senior College
Bankstown, NSW
12-1987

Skills

  • Adept Customer Service and Interpersonal skills
  • Strong verbal and written communication skills
  • Critical Thinking and Attention To Detail
  • Advanced time management skills
  • Conflict Resolution Capabilities
  • Strong computer skills with a proficiency in Microsoft Office software

Volunteer Work

Parish Scripture Volunteer - Revesby Public School 

Revesby, NSW - Feb 2024 to Current 

  • Currently volunteer to teach and evangelise the Gospel to primary aged children, providing scripture knowledge, spiritual guidance and comfort.

References

Jenny Riches - Senior Private Client Manager

0457 907 014

Kevin Hollis -  Senior Private Client Manager (Retired)

0404 358 310

Timeline

Relationship Associate

National Bank of Australia
01.2009 - Current

Premium Relationship Manager

National Bank of Australia
01.2005 - 10.2007

Branch Manager/Customer Coach

National Bank of Australia
01.2003 - 11.2004

Trainee Clerk/Planning & Administration Officer

National Australia Bank
03.1988 - 12.1997

Customer Service Supervisor/Premium Relationship Manager

National Bank of Australia
01.1988 - 12.2002

Certificate IV In Financial Services

Swinburne University Of Technology

Higher School Certificate

Nazareth Senior College

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Lucy Smaragdis