NICHOLAS PANAGOPOULOS
Forest Hill,VIC
Summary
I’m an experienced business professional with a passion for forming and developing strong customer relationships and implementing continuous improvement initiatives. I have Demonstrated a focus on operational management, change management and stakeholder management. Also have vast business knowledge successfully performing roles in a number of areas including, business improvement, product development, marketing, contact centre management and also have extensive experience in running hospitality businesses.
Overview
16
16
years of professional experience
Work History
Café Owner
Take Too Pty Ltd
05.2012 - Current
- Successfully opened and operated four architecturally designed hospitality businesses, namely Chapter Too (Heathmont), Hutch & Co (Lilydale), Little Hugh (Nunawading) and Populus Cafe (Berwick)
- Project managed the redevelopment of run-down businesses into modern inner city style venues with a high volume of customers
- I was responsible for the day-to-day operations and management of staff, customers and suppliers
- Built customer loyalty through attention to customer needs and developing strong customer relationships
- Employed over 100 staff members, including kitchen and front of house staff
- Developed and implemented a thorough recruitment and induction program and managed performance
- Demonstrated strong business acumen through ongoing management of expenses such as cost of goods, wages and fixed costs to maximise profits
- Successfully sold four businesses, achieving a substantial profit on original outlay.
Marketing Channel Integration Manager
National Australia Bank, NAB
01.2012 - 01.2013
- Responsible for prioritisation and implementation of all outbound call marketing campaigns through call centre outbound teams
- Managed relationships with campaign and marketing managers to develop and implement effective calling campaigns focused on customer on-boarding, retention, up-sell and compliance matters
- Completed monthly prioritisation through analysis of existing campaign performance to ensure outbound calling resources were dedicated to most profitable campaigns
- Reduced number of campaigns being dialled from 100+ to under 25 campaigns as a result of extensive data analysis
- Strong focus on home loan application up-lift resulted in an 11% increase in applications through the outbound call channel
- Responsible for roll out of training for all marketing campaigns to impacted teams within the call centre
- Developed and delivered monthly performance pack detailing results, opportunities and recommendations for the next quarter.
ATM Compliance Manager, Relationship Manager
NAB
03.2011 - 01.2012
- Responsible for all NAB ATM processes and procedures complying with all industry, scheme and regulatory standards including, PCI Compliance, EMV requirements, AML and Australian Banking Standards
- Closed five outstanding compliance matters through process changes and procedure updates in four months
- Managed relationships with internal and external stakeholders to ensure that any projects or procedures that impacted ATMs complied with all standards
- Completed monthly ATM performance packs and developed visual management tools to assist with decision-making and strategy development
Loans Business Improvement Manager
NAB
01.2010 - 03.2011
- I was responsible for managing the CCC relationship with various business units including Marketing, Product, Technology and Compliance and facilitating the implementation of change into the CCC initiated by these business units
- The role also involved assessing the impact of change and developing processes to ensure a positive customer experience and sale outcomes
- Responsibilities and Achievements Managed approximately 200 initiatives and over 100 stakeholders in 2011 of which approximately 60% were implemented
- Created monthly stakeholder performance packs focusing on performance statistics, changes, opportunities and recommendations
- Redesigned and developed a number of sales and service processes, resulting in increased sales outcomes for unsecured lending products and increased customer satisfaction
- Managed implementation of marketing campaigns for credit cards
- In 2011 these campaigns achieved record application and account open numbers, exceeding target by 16%
- Developed a stakeholder engagement plan, including a campaign brief to be completed by all stakeholders seeking to implement change
- Worked with stakeholders to deliver robust and actionable Post Implementation Reviews
Credit Cards & Personal Loans Business Improvement
NAB
01.2007 - 01.2010
- Responsible for managing the identification and closure of credit card and personal loan related compliance & regulatory breaches
- In addition the role involved completing business improvement and pricing projects to increase customer experience and product profitability
- Managed business improvement initiatives through analysis of measurable drivers such as improved efficiency, turnaround times, increased sales and cost saving while maintaining account write-off rates
- These initiatives resulted in financial benefits of between $200k per annum to up to $7 million per annum
- Initiatives included, changes to Balance Transfer fulfilment process, introduction of cash advance limits for high risk customers and changes to the end to end credit card application process
- Managed, remediation and closure of over 20 credit card and personal loan compliance and regulatory incidents & breaches avoiding significant ASIC fines
- Redesign of the personal loans closure process accredited my completion of Six Sigma Green Belt training
Education
Six Sigma Green Belt -
NAB Academy
Docklands, VIC06.2009
Bachelor of Business - Human Resource Management / Organisational Behaviour, Finance
Swinburne University of Technology
Hawthorn, VIC10.2001
Skills
- Strong focus on relationship management
- Process improvement and data analytics
- Passion for training and people development
- Driven to deliver exceptional customer experiences
- People and customer focused
- Strong communicator
Timeline
Café Owner
Take Too Pty Ltd
05.2012 - Current
Marketing Channel Integration Manager
National Australia Bank, NAB
01.2012 - 01.2013
ATM Compliance Manager, Relationship Manager
NAB
03.2011 - 01.2012
Loans Business Improvement Manager
NAB
01.2010 - 03.2011
Credit Cards & Personal Loans Business Improvement
NAB
01.2007 - 01.2010
Six Sigma Green Belt -
NAB Academy
Bachelor of Business - Human Resource Management / Organisational Behaviour, Finance
Swinburne University of Technology