Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Margaret Anton

Summary

Knowledgeable and dedicated professional with extensive experience in the finance industry. Solid team player with an outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimisation. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.

Overview

23
23
years of professional experience

Work History

Business Service Advisor/Financial Services Specialist

National Australia Bank
01.2010 - 09.2019
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Suggested additional services to customers in order to meet upsell goals.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Documented problems and corrective actions to maintain records.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Trained staff on operating procedures and company services.

Business Banking Officer/Customer Service Officer

National Australia Bank
08.2003 - 12.2009
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Responded to customer calls and emails to answer questions about products and services.
  • Communicated with clients regarding account services, statements, and balances.
  • Completed data entry to record call notes, suggestions and questions.
  • Provided primary customer support to internal and external customers.
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
  • Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.

Team Member - Outstandings

National Australia Bank
01.2003 - 07.2003
  • Developed strong customer service and product knowledge skills to enhance individual and team performance.

Team Member - Vouchers

National Australia Bank
03.2002 - 12.2002

Team Member - Account Maintenance

National Australia Bank
01.2002 - 02.2002

Team Member - Records

National Australia Bank
05.2001 - 12.2001

Team Member - Balancing

National Australia Bank
03.1999 - 04.2001

Team Member - Item Processing

National Australia Bank
06.1998 - 02.1999

Team Member - Item Processing (Contract)

National Australia Bank
06.1996 - 06.1998

Education

Diploma - Diploma of Justice

Swinburne University of Technology
Melbourne, VIC
06.2024

Skills

  • Computer Skills
  • CRM Software
  • Quality Control
  • Service Recommendations
  • Technical Support
  • Documentation and Reporting
  • Customer Service
  • Data Entry
  • Clerical Support
  • Team Collaboration
  • Progress Reporting
  • Attention to Detail
  • Process Improvements
  • Conflict Resolution
  • Performance Goals
  • Records Management
  • Multitasking and Organization
  • Customer Relationship Management
  • Staff Education and Training
  • Data Processing
  • Complaint Resolution
  • Excellent Communication
  • Handling Customer Complaints
  • Records Maintenance
  • Listening Skills
  • Product Training

Languages

Macedonian
Native or Bilingual
Greek
Limited Working

Timeline

Business Service Advisor/Financial Services Specialist

National Australia Bank
01.2010 - 09.2019

Business Banking Officer/Customer Service Officer

National Australia Bank
08.2003 - 12.2009

Team Member - Outstandings

National Australia Bank
01.2003 - 07.2003

Team Member - Vouchers

National Australia Bank
03.2002 - 12.2002

Team Member - Account Maintenance

National Australia Bank
01.2002 - 02.2002

Team Member - Records

National Australia Bank
05.2001 - 12.2001

Team Member - Balancing

National Australia Bank
03.1999 - 04.2001

Team Member - Item Processing

National Australia Bank
06.1998 - 02.1999

Team Member - Item Processing (Contract)

National Australia Bank
06.1996 - 06.1998

Diploma - Diploma of Justice

Swinburne University of Technology
Margaret Anton