Marilyn Muscat
Point Frederick,Australia
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Banking Manager
Commonwealth Bank Hurstville and Erina Branch
2023.04 - 2025.07
- Led and coached a high-performing team at Commonwealth Bank Hurstville and Erina branch, delivering exceptional customer experiences.
- Oversaw operations across multiple branches in the Sutherland Shire (Sydney) and Central Coast area, driving efficiency and service excellence.
- Engaged in the BLOC leadership program, fostering professional growth and collaboration among team members.
- Partnership meetings held weekly with Home Lending Specialists and Business Bankers to identify opportunities for portfolio growth.
- Achievements
- Newcastle Coast Overall Values Award for 2024
- Quarterly Award for my Commitment to my customers
Customer Service Specialist (2IC)
Commonwealth Bank
Miranda and Cronulla Branch
2018.03 - 2023.04
- Delivered exceptional customer service by conducting financial health checks to address banking needs.
- Assisted the Lender with home loan maintenance and post-settlement tasks, ensuring customers receive a seamless exceptional service.
- Collaborated with the Branch Manager to optimize daily branch functions and enhance team performance.
- Contributed to achieving business goals, resulting in improved customer satisfaction and retention rates.
- Achievements
- Awarded the Outstanding Values Contribution for HYTD 19
Service Supervisor Valet
Scentregroup Westfield Bondi
2016.01 - 2018.03
- Oversee daily operations of the Valet Business, managing a team of 18 staff members.
- Cultivate strong relationships with high-end clientele, including celebrities, enhancing customer loyalty.
- Drive profitability through effective P&L management and cost-saving initiatives, contributing to a more efficient operation.
- Collaborate with marketing and retail partners to promote valet services, resulting in increased customer engagement.
- Achievements
- Customer compliments for outstanding service
- Net profit for the Valet business for 2017
Service Team Leader (Valet)
Scentregroup Westfield Miranda
Miranda
2014.10 - 2015.12
- Oversee daily operations of Valet Service, including Valet, Handsfree Shopping, and Personal Styling.
- Lead and train a team of 15 to deliver premium customer service, enhancing the overall guest experience.
- Foster strong relationships with a VIP customer base, including celebrities, to ensure exceptional service during events.
- Implement marketing strategies and loyalty programs, averaging 600 cars serviced weekly, driving business growth.
- Achievements
- Customer compliments for outstanding service
Mortgage Broker (Sylvania)
Loan Market Australia
2012.10 - 2015.12
- Assisted customers in securing residential lending and leasing, managing the process from application to settlement.
- Collaborated with a team at Ray White Sylvania Waters to generate leads through open houses and auctions.
- Provided training and feedback during Monday morning sales meetings to enhance the performance of sales agents.
- Achievements
- Achieved Customer Satisfaction Excellence Awards in March and May 2013, maintaining a 100% satisfaction rate.
Bank Manager Sylvania
Westpac
2010.03 - 2012.06
- I was a Bank Manager responsible for managing a SME Branch at Sylvania that consisted of a Local Business Banker, Home finance Manager, Personal Banker Business, 2 Personal Banker Affluent and 6 Part time tellers.
- The key part of the role is to build strong relationships with our customers and help them grow their Wealth. Our goal was to be the choice of Bank for all the customers in Sylvania.
- Achievements:
- No.1 Branch to achieve New Revenue Target for the 2nd Half 2011 - 154% Plan
- No.1 Branch to achieve Compliance Award for 2nd Half 2011 - 95%
- No. 1 Local Business Banker for 2011 South Region
- Net Promoter Score Rolling Average - 72
- Red Shield Award 2011 - assisting in the Community
- Recognised as the Ruby Champion of the Region - Woman’s Markets
Client Liaison Manager
Commonwealth Bank
2007.01 - 2010.03
- Engaged with stakeholders (Local Business Banking, Corporate Banking and Premier Banking) and clients nationwide to gather feedback on services provided by the CBA Premium Service Centre.
- Identified and implemented process improvements to enhance service delivery for internal and external clients.
- Managed a staff member responsible for reconciliation reporting, ensuring operational efficiency.
- Achievements- Recognized with the Star Leadership Award for outstanding contributions in July and November
Skills
- Branch operations management
- Process improvement
- Nationwide training delivery
- Valet and concierge oversight
- Workflow optimization
- Event coordination
- Change implementation
- Stakeholder engagement
- Mortgage and Business lending
- Team leadership
- Staff development
- Verbal and written communication
- PC systems proficiency
Certification
- CBA BLOC Leadership Programme 2024
- Diploma in Mortgage & Finance Broking 2013
- Certificate IV Mortgage & Finance Broking 2012
- Bank Manager Training- 2009
- CommLeader - 2007
- Diploma of Financial Planning 1 - 2005
- Effective Leadership course 1 & 2 - 2000 – 2001
References
- Nick, Kosta, Branch Manager Mascot, 0406429921
- Mitchell, Gomes, Home Lending Executive, 0423580582
Timeline
Customer Banking Manager
Commonwealth Bank Hurstville and Erina Branch
2023.04 - 2025.07
Customer Service Specialist (2IC)
Commonwealth Bank
2018.03 - 2023.04
Service Supervisor Valet
Scentregroup Westfield Bondi
2016.01 - 2018.03
Service Team Leader (Valet)
Scentregroup Westfield Miranda
2014.10 - 2015.12
Mortgage Broker (Sylvania)
Loan Market Australia
2012.10 - 2015.12
Bank Manager Sylvania
Westpac
2010.03 - 2012.06
Client Liaison Manager
Commonwealth Bank
2007.01 - 2010.03