Summary
Overview
Work History
Education
Skills
Career Break
Timeline
Generic

Meri Lal

Brisbane,Australia

Summary

Experienced Bank Officer and Disability Support Worker with a strong background in customer service and relationship management. Proven ability to provide empathetic support to individuals with disabilities, enhancing their quality of life through tailored care and advocacy. Skilled in collaborating with multidisciplinary teams to promote dignity and independence for clients. Expertise in daily living support, meal preparation, and personal mobility assistance.

Overview

17
17
years of professional experience

Work History

Disability Support Worker

Bay One Care Services
12.2022 - Current
  • Provide assistance in daily living activities by dressing, grooming, bathing and toileting patients.
  • Keep accurate records for client files and handled related paperwork
  • Adhere to company requirements for patient interactions and care standards
  • Keep detailed daily logs with care actions, patient behaviour and incidents
  • Drive clients safely to social activities, appointments or errands
  • Assist clients with grocery shopping, meal planning and preparation, domestic cleaning
  • Medication Management

Managing Agent

The Change Agents
Nadi, Fiji
02.2022 - 12.2022
  • Managed day-to-day operations of communications consultancy agency
  • Worked closely with Head of Commercial - Fijian Drua to represent the voice of Super Rugby Pacific’s newest club - Fijian Drua
  • Published content to share on all social media profiles - Facebook, Instagram, Twitter
  • Moderated user content to ensure all engagement was appropriate
  • Completed competitive research and benchmarking to further understand target audience and goals
  • Event Management and Professional Athlete Publicist
  • Created series of story strategies to target sale of home game tickets in Fiji resulting in sold out events.
  • Executed successful 15 game day play-by-play content update across three social media platforms

Team Leader - Nadi

Unit Trust of Fiji
Namaka, Fiji
04.2019 - 02.2022
  • Managed branch day-to-day operations including its associated risks and compliance, attending to customers between Sigatoka to Rakiraki (Western Region)
  • Preparation and implementation of investor awareness and promotions initiatives
  • Support, facilitate and implement all marketing/sales activities including the onsite trainings/awareness on Employee Investment Scheme (EIS)
  • Ensure that company & regulatory policies/manuals are always adhered to.
  • Maintaining good relationship with key stakeholders
  • Identify, evaluate, and manage branch risks and compliance.
  • Ensure continuity of front office and overall customer service operations of the branch.
  • Self-managed the Namaka branch for 6 months, providing to 5 other towns in the western region
  • Assisted with new Prospectus and Consultation with overall system overhaul, implemented in January 2022.

Personal Banker

Bank of the South Pacific
Nadi, Fiji
03.2014 - 02.2018
  • Provided extensive personalised service to affluent client segments with specific or special personal banking needs, developed new business such as personal lending; motor vehicle and residential loans; and managed the centres overall staff and daily operations.
  • Managed, planned and coordinated operational activities of BSP First & Premium Centre and ensure centres activities were compliant with the bank’s operational policy and instructions.
  • Served as primary contact/Relationship Manager for external business partners, advisors, and high net worth clients.
  • Met goals in prospecting sales, revenue, client satisfaction and market share.
  • Managed quality of specific portfolio by following lending procedures and policy, comply with all applicable laws & regulations.
  • Conducted interviews for potential new staff.
  • Trained and coached team members to deliver a high standard of customer services in compliance with BSP’s rules and regulations; managed the performance and development of staff.
  • Prepared and submitted reports for staff disciplinary and other operational issues.
  • I-Care Champion 2016 – appointed service trainer for staff for banks service standard
  • Project Best Star 2015 – appointed system trainer for staff when the bank underwent an overall major system change.
  • The team I managed achieved an average 90% rating in Telephone Service Standards and Customer Satisfaction rating during my tenure, an improvement from the prior 80%.
  • Accomplished first place in highest Home Loan Settlements Q3 2016 and Q2 2017
  • Assisted with successful opening and operational set up of new Premium Centre in Namaka
  • Developed four team members for promotion to other branches.
  • Achieved a good (highest level) audit rating for the centre for the 4 years.

Customer Service Consultant

Bank of the South Pacific
Lautoka, Fiji
11.2012 - 03.2014
  • Managed and coordinated daily operational activities of the Premium Centre, ensuring operational standards are maintained with exceptional service quality and personalised banking service delivery to retail and corporate high net worth customers.
  • Communicated directly with customers by phone, electronically and face-to-face.
  • Kept accurate records of discussions and correspondence with customers.
  • Managed and supervised a team of customer service officers.
  • Provide customer service team with feedback.
  • Met with other team managers to discuss possible improvements in customer service and bank products.
  • Trained and coached team members to deliver a high standard of customer services in compliance with BSP’s rules and regulations.
  • Investigate tellers cash discrepancy at the end of the day and perform verification and necessary checks as per procedure.
  • Ensure sufficient cash is held at the centre and maintain cash security at all times as per BSP’s rules and regulations.
  • Spearheaded team of 6 in launching of First Business & Premium Centre in Lautoka
  • Evaluated changing factors frequently to achieve high customer satisfaction level
  • Analysed statistics and other data to determine the level of customer service performance achieved by the team
  • Achieved an average of 90% rating in Telephone Service Standards and 85% Customer Satisfaction rating
  • Achieved a good (highest level) audit rating for the centre

Premium Business Teller

Bank of the South Pacific
Suva, Fiji
07.2012 - 11.2012
  • Provided efficient and effective banking services such as telling, international transfers and new account opening to high-net-worth premium business customers and high net worth retail customers.
  • Fulfilled a hosting role and pro-actively interacted with clients.
  • Adhere to the bank's policy and regulations and ensure the highest level of honesty, integrity and professionalism is demonstrated when carrying out duties at all times.
  • Promoted to a Supervisory position as Customer Service Consultant and relocated to Lautoka – within 4 months of current role.

CSO, SEO, HT

Bank of the South Pacific
Suva, Fiji
10.2008 - 07.2012
  • Provided effective and efficient customer service in compliance with BSP’s rules and regulations.
  • Provided customer service.
  • Dealt with all cash transactions as a teller;
  • Provided support for the other departments in the Bank;
  • Planned, coordinated and oversaw branch tellers and enquiries departments.
  • Scored 100% in service survey standards Q2 & Q3 - 2009-Certificate of Commendation
  • Achieved 6 months Tellers Cash Discrepancy Free Jan – June 2010 – Certificate of Commendation
  • Appointed to relieve team leader positions, respectively

Education

Certificate III - Individual Support

Australia Skills Management Institute
Brisbane, QLD
06.2025

Advanced Diploma - Management

Australia Skills Management Institute
Brisbane, QLD
01.2024

Certificate - Achieving Self Excellence through Self Development Workshop, Effective Leadership Training Workshop

Fiji National University
Nadi, Fiji
12.2020

Certificate - People & Performance, Provide Mentoring & Coaching within the Workplace

USP
Fiji
12.2016

Certificate - Handling Difficult Employee Behaviour, Inspiring Employee Motivation

FNU
Fiji
12.2016

Bachelor of Commerce Degree - Banking & Finance, Management & Public Administration

University of the South Pacific
Fiji
12.2007

Certificate of Foundation Studies -

USP
Suva, Fiji
12.2004

Certificate IV - Individual Support

Australia Skills Management Institute
Brisbane, QLD

Skills

  • Medication management
  • Client documentation
  • Individual support
  • Customer service
  • Team collaboration
  • Risk assessment
  • Effective communication
  • Client advocacy
  • Time management

Career Break

02/01/18, 04/01/19, After ten years with the banking industry, I resigned from Bank of South Pacific to care for my terminally ill father, managed the overdue family home renovations and did a stint as a self-caterer.

Timeline

Disability Support Worker

Bay One Care Services
12.2022 - Current

Managing Agent

The Change Agents
02.2022 - 12.2022

Team Leader - Nadi

Unit Trust of Fiji
04.2019 - 02.2022

Personal Banker

Bank of the South Pacific
03.2014 - 02.2018

Customer Service Consultant

Bank of the South Pacific
11.2012 - 03.2014

Premium Business Teller

Bank of the South Pacific
07.2012 - 11.2012

CSO, SEO, HT

Bank of the South Pacific
10.2008 - 07.2012

Certificate III - Individual Support

Australia Skills Management Institute

Advanced Diploma - Management

Australia Skills Management Institute

Certificate - Achieving Self Excellence through Self Development Workshop, Effective Leadership Training Workshop

Fiji National University

Certificate - People & Performance, Provide Mentoring & Coaching within the Workplace

USP

Certificate - Handling Difficult Employee Behaviour, Inspiring Employee Motivation

FNU

Bachelor of Commerce Degree - Banking & Finance, Management & Public Administration

University of the South Pacific

Certificate of Foundation Studies -

USP

Certificate IV - Individual Support

Australia Skills Management Institute

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Meri Lal