MELANIE CARABALLO
Hampton,VIC
Summary
Dynamic Customer Engagement, Sales & High Ticket Conversion Specialist with 5+ years experience in banking and financial services and 2+ years in high performance sales and appointment setting. Proven track record across financial hardship support, complaint resolution, and high ticket sales environments, consistently delivering strong outcomes in customer satisfaction, retention, and revenue growth. Highly skilled in converting warm and cold leads into booked appointments and high value sales through strong communication, relationship building, objection handling, and consultative selling. Experienced in managing high volume inbound and outbound interactions while consistently exceeding KPI and sales targets in fast paced, performance driven environments. Strong expertise in CRM systems, pipeline management, and lead qualification, with a demonstrated ability to track customer journeys, maintain accurate records, and optimise follow-up strategies to maximise conversions and engagement. Recognised for developing scripts, improving processes, and enhancing team performance through structured communication strategies and customer engagement improvements that drive measurable results in both sales and service outcomes.
Overview
7
7
years of professional experience
Work History
Accountability Coach
Committed Coaches
Hampton, VIC
11.2025 - Current
- Managed end-to-end sales conversations with warm leads, converting customers who had previously purchased supplements into long-term coaching clients through strategic consultative selling and relationship building. Demonstrated a strong ability to identify customer pain points, build trust quickly, and position premium coaching programs and wellness products as tailored solutions to support individual weight loss and lifestyle goals.
- Consistently operated in a high performance, target driven sales environment, achieving strong conversion outcomes through upselling supplements, coaching packages, and ongoing support services. Skilled in objection handling, closing high-ticket sales, and creating long-term client value while maintaining a personalised and customer-focused approach.
- Utilised CRM systems daily to manage pipelines, track customer interactions, monitor sales performance, schedule follow-ups, and maintain accurate records to ensure high client engagement and retention. Demonstrated excellent organisational and communication skills while handling a high volume of client interactions across phone, digital, and online platforms.
- Built strong ongoing relationships with clients by providing accountability, motivation, and tailored support throughout their health and fitness journey, resulting in increased customer satisfaction, repeat purchases, and long-term client retention. Recognised for strong interpersonal skills, sales confidence, and the ability to influence purchasing decisions while delivering an exceptional customer experience.
Early Customer Engagement Specialist
Commonwealth Bank
Sydney, NSW
10.2024 - 10.2025
- Managed high volumes of inbound and outbound customer interactions within a fast-paced banking environment, delivering exceptional customer service, complaint resolution, and tailored financial hardship support with empathy, professionalism, and efficiency.
- Utilised systems including HLS, POS, and TELNET 43 to manage customer cases, investigate and resolve complaints, assess financial situations, coordinate with internal stakeholders, and deliver timely, solutions-focused outcomes while maintaining accuracy and compliance.
- Built strong rapport with customers through active listening, emotional intelligence, and effective problem-solving skills, consistently de-escalating challenging situations and supporting vulnerable clients through complex and sensitive financial matters.
- Streamlined hardship support and complaint handling processes through proactive follow-ups, structured case management, and strong organisational skills, contributing to improved resolution times, customer satisfaction, and long-term client retention.
- Thrived in KPI-driven environments by effectively prioritising workloads, managing high call volumes, and consistently delivering high-quality customer experiences while maintaining strong attention to detail, resilience, and professionalism.
Asset Finance Officer
Commonwealth Bank
Sydney, NSW
04.2024 - 10.2024
- Complied with established internal controls and policies.Managed broker-bank communications and settlement processes while implementing workflow optimisations, resulting in streamlined document allocation and enhanced team efficiency.
- Orchestrated financial operations improvements through systematic process analysis, documentation standardisation and risk mitigation protocols.
- Partnered with leadership to refine operational standards and financial forecasting methods, driving strategic decision-making and operational excellence.
- Developed and executed strategic initiatives for daily financial operations, ensuring precise documentation and regulatory compliance.
- Optimised settlement workflows and document management systems, reducing processing time while maintaining accuracy in broker-bank communications.
- Implemented streamlined financial operations protocols, enhancing internal controls and risk management procedures across asset finance processes.
- Managed comprehensive document allocation system, ensuring timely settlement processing and maintaining strong relationships with brokers and agents.
- Executed comprehensive settlement procedures with meticulous attention to compliance requirements and internal control standards.
- Coordinated with stakeholders to optimise broker-bank communications, ensuring accurate and timely settlement processing
Customer Service Manager
Consehero Marketing
04.2023 - 04.2024
- Led high-performing customer service operations within a fast-paced environment, consistently driving improvements in response times, customer satisfaction, and overall service delivery through strong leadership, strategic problem-solving, and a customer-first approach.
- Developed and delivered comprehensive training and mentoring programs for new and existing staff, fostering a high-performance culture centred around service excellence, professionalism, accountability, and continuous improvement. Recognised for strengthening team capability, communication standards, and customer engagement outcomes.
- Implemented and utilised CRM systems to streamline workflows, enhance communication efficiency, track customer interactions, and optimise case management processes, resulting in more seamless and personalised customer experiences.
- Analysed customer feedback, service trends, and operational performance to identify opportunities for improvement and implement strategic initiatives that enhanced customer satisfaction, retention, and overall business performance.
- Demonstrated exceptional complaint resolution and escalation management skills, confidently handling complex customer matters by collaborating across multiple internal departments to deliver timely, effective, and customer-focused solutions.
- Strengthened customer retention and long-term client relationships through outstanding interpersonal skills, proactive follow-up strategies, and a strong ability to build trust, resolve concerns, and consistently exceed customer expectations.
- Created and refined communication scripts, service guidelines, and best-practice procedures that improved consistency, professionalism, and overall customer experience across the wider team.
Appointment Setter
Consehero Marketing
04.2022 - 04.2023
- Excelled in high-volume appointment setting and lead generation environments, consistently engaging prospective clients through confident communication, relationship-building, and strategic outreach techniques to maximise conversion opportunities and client engagement.
- Managed and coordinated appointment schedules with exceptional organisation and efficiency, successfully connecting qualified leads with sales representatives while optimising calendar management and customer experience outcomes.
- Served as the first point of contact for prospective clients, creating strong first impressions through professional communication, active listening, and a highly customer-focused approach that built trust and increased appointment conversion rates.
- Conducted proactive follow-up communications with warm and cold leads, maintaining consistent engagement and nurturing potential clients through the sales pipeline to secure appointments and strengthen long-term customer relationships.
- Demonstrated exceptional performance in KPI and target-driven environments by consistently meeting and exceeding daily call quotas, appointment targets, and engagement metrics without compromising service quality or professionalism.
- Utilised CRM systems extensively to manage lead pipelines, maintain detailed customer records, track performance metrics, and ensure seamless follow-up and reporting processes with strong attention to detail and accuracy.
- Developed and refined outreach scripts, communication strategies, and customer engagement approaches that enhanced professionalism, improved team consistency, and increased overall lead conversion and appointment success rates.
- Effectively screened and qualified prospective customers by identifying client needs, assessing suitability for products and services, and confidently positioning tailored solutions to maximise sales opportunities and business growth.
- Maintained extensive knowledge of company products and services, enabling persuasive and informed conversations with prospective clients while confidently handling objections, building value, and generating strong customer interest during outreach calls.
Customer Service Representative Agent
Commonwealth Bank
Sydney, NSW
01.2020 - 04.2022
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Assisted customers with general enquiries surrounding their banking such as lost/stolen cards, card fraud, updating personal details, reissuing cards, netbank login details, increasing daily withdrawal limit, closure of accounts and reinvesting term deposits.
- Implemented feedback from quality assurance reviews to continuously refine skills and deliver excellent support.
- Exhibited high energy and professionalism when dealing with clients and staff. Streamlined call centre operations by managing high-volume inquiries across multiple banking systems while maintaining exceptional customer satisfaction rates.
- Resolved complex banking disputes through strategic problem-solving, leading to improved first-call resolution rates and enhanced customer retention.
- Cultivated strong client relationships through active listening and personalised solutions, specialising in account management and fraud prevention.
- Orchestrated seamless customer service delivery by maintaining meticulous CRM records and implementing quality assurance recommendations.
- Fostered team excellence through knowledge sharing and peer support, contributing to enhanced departmental performance metrics.
- Streamlined call handling processes by integrating multi-system banking platforms, reducing resolution time while maintaining high customer satisfaction levels
Retail Sales Associate
Bardot
Sydney, NSW
12.2018 - 12.2019
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Fostered positive shopping environment, greeting customers warmly and providing personalized assistance.Streamlined sales processes and implemented customer-focused strategies, driving consistent revenue growth while maintaining exceptional service standards.
- Orchestrated inventory management and visual merchandising initiatives, ensuring optimal stock levels and compelling product displays.
- Fostered team synergy through mentoring new associates and coordinating cross-departmental efforts to enhance store operations.
- Developed and executed targeted sales strategies based on customer behaviour analysis, resulting in improved conversion rates.
- Built lasting customer relationships through personalised service and expert product knowledge, resolving concerns efficiently.
- Optimized inventory management processes and visual merchandising initiatives, ensuring optimal stock levels and engaging product presentations
Education
High School Diploma - undefined
Fairvale High School
Sydney, NSW12-2018
Skills
- CRM, HLS, POS, Excel, Salesforce CRM, Email Management, Cold calling, B2B call handling, B2B sales, Stakeholder Management, Debt Management, Conflict Resolution/Objection handling, Financial Reporting, Analytical Thinking, Problem Solving, Data Analysis, Customer Advocacy, Financial Compliance, Data Management, Quality Assurance, Relationship Building, Operational Efficiency, Process Streamlining, Settlement Processing
LANGUAGES
Spanish (Native), English (Native).
Timeline
Accountability Coach
Committed Coaches
11.2025 - Current
Early Customer Engagement Specialist
Commonwealth Bank
10.2024 - 10.2025
Asset Finance Officer
Commonwealth Bank
04.2024 - 10.2024
Customer Service Manager
Consehero Marketing
04.2023 - 04.2024
Appointment Setter
Consehero Marketing
04.2022 - 04.2023
Customer Service Representative Agent
Commonwealth Bank
01.2020 - 04.2022
Retail Sales Associate
Bardot
12.2018 - 12.2019
High School Diploma - undefined
Fairvale High School