Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
Generic

MELANIE CARABALLO

SYDNEY,Australia

Summary

Dynamic Customer Engagement Specialist with over 5 years of experience in the banking industry, recognized for exceptional communication and conflict resolution skills that drive customer retention and streamline operational processes. Proven ability to manage high-volume calls while implementing innovative customer assistance protocols, leading to significantly improved resolution rates. Strong commitment to maintaining customer satisfaction and enhancing company success through a focus on quality, efficiency, and continuous process optimization. Passionate about leveraging expertise to create positive customer experiences and foster long-term relationships.

Overview

7
7
years of professional experience

Work History

Early Customer Engagement Specialist

Commonwealth Bank
10.2024 - Current
  • Managed a high volume of inbound and outbound calls, assisting customers experiencing financial hardship.
  • Utilised systems such as HLS, POS, and TELNET 43 to efficiently support customers and collaborate with internal stakeholders.
  • Established rapport with clients through active listening skills and empathetic problem-solving abilities in challenging situations.
  • Streamlined financial hardship support processes by developing comprehensive customer assistance protocols, resulting in improved resolution rates and customer satisfaction.
  • Optimised call handling efficiency through systematic prioritisation, reducing average response times while maintaining high-quality customer support standards.
  • Pioneered new approach to customer follow-up communications, strengthening client retention and establishing long-term banking relationships.
  • Lead customer support initiatives through hardship assistance programs, demonstrating empathy while maintaining professional standards and optimising resolution workflows.
  • Drive customer retention through personalised follow-up protocols and relationship-building strategies, consistently exceeding monthly performance targets

Asset Finance Officer

Commonwealth Bank
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 customer service team, enhancing response times and improving customer satisfaction scores.
  • Developed training programs for new staff, fostering a culture of continuous improvement and service excellence.
  • Implemented CRM software to streamline communication and track customer interactions effectively.
  • Analysed customer feedback to identify trends, driving strategic initiatives that improved service delivery.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.

Appointment Setter

Consehero Marketing
04.2022 - 04.2023
  • Coordinated appointment schedules, optimising client interactions and increasing overall engagement rates.
  • Conducted follow-up communications, ensuring timely responses and enhancing customer satisfaction levels.
  • Utilised CRM software to track leads and manage client information efficiently.
  • Developed scripts for outreach calls, improving communication consistency and professionalism across the team.
  • Set appointments with salespeople and potential customers.
  • Prioritised tasks efficiently to ensure all daily call quotas were met or exceeded without compromising quality of service.
  • Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
  • Screened potential customers to determine interest and requirements for products and services of company.
  • Acted as first point of contact and set appointments for prospective clients.
  • Maintained a high level of knowledge about company products and services, enabling effective communication with potential clients during cold calls.
  • Maintained detailed records of all appointment setting activities, ensuring accurate reporting and analysis of key performance metrics.

Customer Service Representative Agent

Commonwealth Bank
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
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, NSW
12.2018

Skills

  • CRM, HLS, POS, Excel, Customer Service, Teamwork, Multitasking, Email Management, Sales, Active Listening, Communication, Stakeholder Management, Debt Management, Conflict Resolution, Financial Reporting, Analytical Thinking, Problem Solving, Data Analysis, Customer Insights, Time Management, Customer Advocacy, Financial Compliance, Data Management, Quality Assurance, Relationship Building, Operational Efficiency, Process Streamlining, Documentation Standards, Settlement Processing, Customer Engagement

LANGUAGES

Spanish (Native), English (Native).

Timeline

Early Customer Engagement Specialist

Commonwealth Bank
10.2024 - Current

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

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