Natalie Marshall
Wollongong
Summary
Dynamic leader with a proven track record at National Australia Bank, achieving a 256% growth in branch revenue through operational management and customer engagement. Excelled in coaching and mentoring, enhancing team performance and customer satisfaction. Expert in decision-making and cash handling, consistently exceeding sales targets and fostering strong client relationships.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Branch Manager
National Australia Bank
01.2021 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Implemented new sales and customer service strategies, resulting in 256% growth in branch revenue.
- Trained and mentored junior staff, fostering a collaborative and high-performance team culture.
- Managed risk and compliance for all banking services, ensuring adherence to regulations and internal policies.
- Analyzed financial data to monitor branch performance and made recommendations for operational improvements.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Spearheaded community outreach programs, reinforcing branch's commitment to social responsibility and building community ties.
Home Loan Banker
National Australia Bank
03.2020 - 01.2021
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
- Collaborated with team members to consistently meet or exceed branch sales targets and objectives.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Enhanced bank profitability by effectively cross-selling various financial products and services.
Customer Advisor
National Australia Bank
12.2015 - 03.2020
- Demonstrated strong time management skills by effectively handling multiple customer interactions simultaneously while maintaining a high level of service quality.
- Cash Handling Procedures processing large volumes of deposits and withdrawals inclusive of balancing cash holdings and marshalling of cash
- Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
- Maintained up-to-date knowledge of industry trends and competitor offerings to better serve clients and address inquiries effectively.
- Guided customers through product selection, offering tailored recommendations based on individual needs.
- Documented customer interactions in internal database to maintain complete customer service history.
- Managed customer complaints with empathy and professionalism, resulting in resolved issues and improved relationships.
- Facilitated smooth transactions for customers by accurately processing orders and payments.
- Enhanced customer satisfaction by providing personalized support and solutions to their inquiries.
- Increased customer loyalty by consistently delivering a high level of service that exceeded expectations.
- Assisted in training new team members on company policies, procedures, and best practices for exceptional customer service delivery.
- Contributed to a positive work environment through active participation in team meetings and discussions aimed at improving processes.
Retail Store Manager
Ally Fashion
02.2012 - 12.2015
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Completed routine store inventories.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
- Optimized store displays and appearance via strategic merchandising.
Education
High School Diploma -
Emmaus Catholic College
Kemps Creek11-2010
Skills
- Operational Management of Branches
- Customer Engagement
- Excellent time management skills
- Detail-Oriented Analysis
- Excellent work ethic
- Coaching and mentoring
- Team supervision
- Verbal/written communication
- Strong team-builder
- Employee development
- Decision-making
- Cash handling
Certification
- NSW Driver's License
- Distinctive Leadership Program
- Career in Qualified Banking
Languages
Portuguese
Professional Working
Timeline
Branch Manager
National Australia Bank
01.2021 - Current
Home Loan Banker
National Australia Bank
03.2020 - 01.2021
Customer Advisor
National Australia Bank
12.2015 - 03.2020
Retail Store Manager
Ally Fashion
02.2012 - 12.2015
High School Diploma -
Emmaus Catholic College
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