Nathan Egan

• Increased client base by identifying and pursuing new business opportunities through market research and networking.
• Generated revenue growth by developing and executing targeted sales strategies to expand market share.
• Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
• Negotiated contracts with key stakeholders, resulting in favourable terms for the company and long-term partnerships.
• Developed customized solutions for clients, addressing their unique needs and helping them achieve their goals.
• Managed a portfolio of accounts, ensuring timely delivery of products/services while maintaining high levels of customer satisfaction.

• Curated and successfully launched the Inactive Merchant NBC (Next Best Conversation). Targeting over 10,000 inactive merchant customers, resulting in a more compliant and customer-centric closure and reactivation plan. In addition, created the boundaries of a potential Onboarding NBC that would see future state merchants regularly engaged to prevent the inactive flow.
• Kept internal stakeholders informed via the Merchant "TAG" (Technical Sales, Alliance Partners, Go-to-market) fortnightly newsletter
• Collaborated with many internal and external stakeholders to successfully launch products such as Smart Sync, PowerBoard and the Smart Hospitality launch action-plan. This included sell sheets, sales packs, marketing comms, and a brand new website update to engage our hospitality customers.
• Implemented real change via the EFTPOS online uplift. Targeting clients with a virtual merchant terminal to activate their Least Cost Routing (online) product.
• Became the 'go-to' employee for pack making, marketing, and brand advice within Merchant Solutions
• Fulfilled complex invoices and provided purchase orders to high-value stakeholders

Responsible for ensuring the front line sales and support team has clear communication channels, and access to in-depth knowledge guides crafted to display our end-to-end merchant procedures concisely

• Represented the merchant sector to both internal and external stakeholders to discuss high level processes and procedures
• Point of contact for the entirety of CBA staff needing front line merchant assistance or back-end procedural assistance
• Brought forth in-depth knowledge of several subject areas
• Spearheaded all front-line engagement to the Smart Fleet (Smart, Smart Mini, Smart Integrated, Smart Hospitality)
• Key stakeholder for Big Commerce and future eCommerce fleet products across the firm
• Assisted a plethora of Relationship Managed clients to set up their Merchant services, provided the best offerings
• Liaised with Alliance Partnership teams to ensure relevant pricing structures are provided
• Soul Origin, Novo Fashion, KFC, and many other larger enterprises have been successfully on boarded due to my value-based conversation with stakeholders
• Created transformational change across the Merchant Payment Solutions team's Standard Operating Procedures
• Introduced the new MOTO (Mail Order/Telephone Order) guidelines and procedures
• This dramatically increased the customers experience with bank policies/procedures
• Required engagement from several internal stakeholders, compliance, and risk
• Successful uplifted the MPS teams customer management model
• Coached and guided employees on more efficient pipeline management skills for their prospect sales, thus decreasing Average Handle Times.

• Responsible for organising merchant facilities for businesses that are new to Commonwealth Bank
• Ensuring that internal and external stakeholders' expectations are exceeded
• Meeting risk and compliance criteria by following legal and ethical compliance
• Streamlined procedures to be more efficient and effective for stakeholders
• Worked to cross-sell bank products and services
• Effectively managed several projects which delivered significant change and improved services to internal and external stakeholders
• Effectively presented ideas via several current and future training programs for Academy staff
• High-level customer service through regular consultation with the Product Management Team and through evaluating the feedback of merchant products and services
• Managing the creation of a suite of products and services based on research and various marketing strategies
• This is being achieved via the use of technology and in-depth data and trend analysis as well as direct feedback from our merchant customers
• Building a team culture of integrity, knowledge and service through inclusion and consultation of team members in work systems and design
• Consistently exceeded all KPIs
• Recognised for the Business Banking award of excellence for Commitment to customers.

• Provided customers with the highest standard of customer service
• Managed and trained various employees in all aspects of customer service, such as complaint handling and suggestive selling
• Ensuring a high level of communication between all aspects of the restaurant
• Effectively implemented a change across the business to cross-train all staff during the pandemic to ensure that all areas of the business's needs were met, this involved organising training days for all staff.