Summary
Overview
Work History
Skills
Accomplishments
Earlier Career Experience
Languages
Timeline
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Shannon Crawford

Launceston,TAS

Summary

Results-driven Senior Manager with 15+ years of experience in Direct Banking Sales, Complaints Resolution, and Contact Centres. Passionate about delivering exceptional customer outcomes while leading, developing, and motivating high-performing teams. Strategic thinker with a strong risk appetite, ensuring compliance within regulatory frameworks. Proven ability to drive growth, streamline operations, and enhance customer satisfaction.

Overview

15
15
years of professional experience

Work History

Senior Manager CSD Flex

Commonwealth Bank
09.2023 - Current
  • Plan and lead an effective operational plan to ensure operational performance is managed ensuring performance consistency and quality.
  • Develop individual and team plans and goals that are aligned with the overall strategy.
  • Manage daily operations and create a culture of continuous improvement to develop processes, procedures and practices.
  • Provide regular coaching and feedback to team leaders regarding values, risk and performance.
  • Understand business obligations, processes and procedures and lead business to effectively comply.
  • Develop strong working relationships with stakeholders
  • Review customer complaints to uncover breakpoints, escalate issues and undertake corrective action to improve customer experience.
  • Train and develop team leaders to uplift capability and assist in identifying clear development pathways.
  • Conduct observation on team leader rhythms and routines to identify areas of opportunity.
  • Effectively manage team culture, supporting and empowering Team Leaders to deliver on a positive environment within their teams with a focus on staff development and leadership.

Retail Resolutions Manager

Commonwealth Bank
11.2020 - 09.2023
  • Leading high quality Customer Service delivery and display industry best practice for dispute resolution.
  • Manage staff to efficiently receive, investigate and resolve complex complaints as escalated by the RBS frontline.
  • Lead, motivate and develop Complaints Specialists to provide exceptional service and fair outcomes to our customers when investigating and resolving customer complaints in a clear, timely and effective way.
  • Develop networks and relationships with Product stakeholders, RBS frontline Channels, senior leaders, and influential people across the group to influence outcomes and solve problems.
  • Liaise directly with the Community Wellbeing and Customer Community Advocacy staff as required.
  • Coach, grow and develop any team members through regular performance, talent reviews and development plans, as well as uplifting complaints capability of the team.
  • Well Versed in the regulatory guidelines for complaints and ensure we meet and comply with all required regulatory expectations and milestones.
  • Support team in identifying any emerging complaint trends or potential systemic issues and raise through appropriate channels.

Team Leader - Direct Banking

Commonwealth Bank
07.2014 - 11.2020
  • Leading high quality Customer Service delivery.
  • Complaint investigation and resolution.
  • Planning and conducting group/individual coaching and training.
  • Performance reviews and Management.
  • Delivering on Sales and Service processes.
  • Quality call monitoring.
  • Managing, leading, and mitigating Risk.
  • Data analysis to improve performance through Continuous Improvement processes.
  • Leading and delivering change.
  • Execution of 90 Day plans.
  • Personal Development planning with frontline agents and peers.

Assistant Team Leader

Commonwealth Bank
04.2012 - 12.2014

Customer Service Representative

Commonwealth Bank
04.2010 - 04.2012

Skills

  • Customer Experience
  • Complaint resolution
  • Strategic operational resource planning and execution
  • Stakeholder Engagement
  • Regulatory and compliance risk
  • Performance management
  • Data-driven decision making
  • Organizational improvement
  • Coaching and mentoring
  • Problem-solving
  • Training and development
  • Change Management

Accomplishments

    Operational Excellence and Strategic Initiatives:

  • Successfully led operational onboarding of Direct Lending Pre-qualification skillset to CSD Flex
  • Partnered with Learning to revamp and develop new induction content, increasing Deflection to Messaging rates from 15% to 27% post-induction
  • Designed and implemented new training content, reducing multi-leg transfers in CSD Flex from 21% to 15%, improving customer experience and contributing to the organisations NPS 30+ goal
  • Pioneered Leadership within the Retail Resolutions Team. I optimised and refining project established processes to enhance and drive a better customer experience

    • Award-Winning Leadership:

  • 2025 Q2 CEO Excellence Award for my contributions as a key stakeholder in the Consumer Finance Transformation project.
  • Q1 CSD Leader Award in recognition of my commitment to team development and people leadership
  • CSD Ultimate Success winner for outstanding leadership in Direct Banking (2019) and Retail Resolutions (2021)

Earlier Career Experience

2007-2009 Tour Leader- Africa Travel Co Africa

2005-2007 Assistant Hotel Manager- Kipepeo Beach Tanzania

2002-2004 Nightclub Manager – Rock Café, Fribourg Switzerland

2002-2003 Au-Pair- Vauthy Family Switzerland

2000-2001 English Teacher – I.L.A.D.E Bolivia

Languages

Spanish
Limited Working
French
Limited Working

Timeline

Senior Manager CSD Flex

Commonwealth Bank
09.2023 - Current

Retail Resolutions Manager

Commonwealth Bank
11.2020 - 09.2023

Team Leader - Direct Banking

Commonwealth Bank
07.2014 - 11.2020

Assistant Team Leader

Commonwealth Bank
04.2012 - 12.2014

Customer Service Representative

Commonwealth Bank
04.2010 - 04.2012

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Shannon Crawford