SIMAIMA ILAVALU
Sydney
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Member Service Specialist
First Option Bank
11 2022 - Current
- Roles are Member service agent, business development sales trainer and fraud and scam officer roles but not limited to as outlined:
- Delivered functionality assistance via phone and online service platforms.
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Responded to customer calls and emails to answer questions about products and services.
- Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Completed training and worked effectively under high-pressure client services environments.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and backed up other customer service managers.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved customer inquiries and complaints quickly.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted available products and services to customers during service, account management, and order calls.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
Banking Customer Service Representative
86400/ Ubank
8 2021 - 8 2022
- Collected feedback from customers to help improve service delivery and banking processes.
- Educated customers about available services, products and bank resources.
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Reviewed information in customer accounts and made recommendations for new products and services.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Went above and beyond with service to promote loyalty and support bank goals.
- Consulted with customers on individual needs and offered solutions aligned with individual situations and preferences.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Answered bank phone lines and directed customers to appropriate department to address concerns.
- Stayed current on banking products, services and regulations to continue delivering top-notch service and support.
- Reached out to existing bank customers and offered personalized support for different needs.
- Monitored transactions for compliance with regulations and identified supervisor of discrepancies.
- Trained and mentored new banking personnel on customer service strategies, supporting group performance goals.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promoted available products and services to customers during service, account management, and order calls.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Responded proactively and positively to rapid change.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Financial Assist Specialist
Commonwealth Bank of Australia
8 2018 - 12 2020
- Dealing with people who are in financial crisis
- Assessing customers and coming up with solutions to help them repay their financial obligations
- Applied rapport building and providing customer service before implementing and offering a suitable solution
- Handling customers with complex situations such as domestic violence, terminally ill or homeless
- Time management with organisational skills
- Communicated with cross-functional units, sharing information and mentor less experienced members, creating a collaborative team environment.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Skilled at working independently and collaboratively in a team environment.
- Learned and adapted quickly to new technology and software applications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Excellent communication skills, both verbal and written.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Delivered services to customer locations within specific timeframes.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Relieving Officer/ Savings Specialist
Commonwealth Bank
10 2017 - 8 2018
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Provided professional services and support in a dynamic work environment.
- Developed strong communication and organizational skills through working on group projects.
- Proven ability to learn quickly and adapt to new situations.
- Proven ability to develop and implement creative solutions to complex problems.
- Worked effectively in fast-paced environments.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
- Passionate about learning and committed to continual improvement.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
Customer Banking Specialist
Commonwealth Bank
1 2016 - 10 2017
- Worked effectively in fast-paced environments.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Self-motivated, with a strong sense of personal responsibility.
- Applied effective time management techniques to meet tight deadlines.
- Gained strong leadership skills by managing projects from start to finish.
- Excellent communication skills, both verbal and written.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Paid attention to detail while completing assignments.
- Provided professional services and support in a dynamic work environment.
- Skilled at working independently and collaboratively in a team environment.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Savings specialist
Commonwealth Bank of Australia
3 2014 - 1 2016
- Strengthened communication skills through regular interactions with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Proved successful working within tight deadlines and a fast-paced environment.
- Organized and detail-oriented with a strong work ethic.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
- Worked effectively in fast-paced environments.
- Cultivated interpersonal skills by building positive relationships with others.
- Developed strong communication and organizational skills through working on group projects.
- Passionate about learning and committed to continual improvement.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Excellent communication skills, both verbal and written.
- Proven ability to develop and implement creative solutions to complex problems.
- Applied effective time management techniques to meet tight deadlines.
Relieving Officer, Deposit Specialist
Commonwealth Bank
1 2012 - 1 2013
- Gather, collate and record information
- Monitor a safe workplace
- Address customer needs
- Develop product knowledge
- Coordinate implements of customer service strategies
- Implement customer service standards
- Establish clients relationship and analyses needs
- Develop, present and negotiate client solutions
- Implement continuous improvement
- Provide personal leadership
- Provide mentoring and coaching within the workplace
- Establish effective workplace and relationships
- Show leadership in the workplace
- Develop individuals and teams., I provide relief for Customer Service Specialists and Customer Service Managers at branches within the area
- This role is crucial for ensuring the ongoing productivity and correct resourcing levels of our branches
- Management Level Entry
- Savings/
- Maintained confidentiality of bank's customers and adhered to all regulatory requirements.
- Processed account maintenance requests and checked for alignment with bank policy.
- Immediately reported discrepancies and assisted in clearing discrepancies.
- Handled PIN reorders, new cards and maintenance for debit cards.
- Handled ATM service maintenance and disputes.
- Processed levies, bankruptcy and garnishment requests.
- Processed foreign items and returned mail.
- Processed and monitored lock box items and new account documents.
- Generated monthly reports on customer activity and customer feedback.
- Referred customers to other banking departments for specialized services.
- Executed wire transfers, stop payments and account transfers.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Cross-sold credit cards, loans and other bank products.
- Received loan and utility payments, sending funds to correct destinations.
- Counted, verified and handled bank deposits and armoured car transactions.
- Wrote and distributed customer correspondence.
- Trained new hires on customer service policies and procedures.
- Handled various accounting transactions.
- Monitored and verified suspicious activity on customer accounts.
- Assisted customers with banking needs and inquiries.
- Processed applications for new accounts.
- Maintained friendly and professional customer interactions.
- Established rapport with new clients to increase satisfaction and loyalty.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Calculated fees due, interest and change for customer transactions.
- Educated customers on online banking and mobile banking applications.
Home Loan Sales Agent
Commonwealth Bank of Australia
01.2011 - 03.2014
- I assisted customers via outbound calls regarding their Home Loan Top Up application completed via online platforms.
- I am responsible for; Reviewing & assessment of their Online Home Loan Top Up application
- Keeping with Risk and compliance guidelines
- Home Loan processing
- Superior Home loan and lending knowledge both with Group and competitors
- Strong sales and product knowledge ability to identify sales opportunity
- Verifying Income via salary credits/ pays lips / Tax Returns
- Discussing Home Loan repayment options & interest rates
- Reviewing their overall banking needs by Performing a Financial Health
- Writing General Insurance & Loan Protection policies
- Completing applications for Credit Cards, New Accounts
- Developed strong relationships with clients through excellent customer service and regular followups.
- Identified new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.
- Leveraged CRM software to efficiently track leads, manage contacts, and monitor progress toward goals.
- Organizing: Valuations, Conducting Title searches.
Personal Loan Sales/ Personal Loan Sales Agent/ Home Loan Service Agent
Commonwealth Bank
1 2010 - 1 2012
- Interact with customers by phone to develop customer's relationships, sales opportunities and facilitate customer retention
- Process transactions necessary to satisfy customer enquiries; take Personal Loan Applications along with all associated clerical work
- Actively work towards resolving customer enquiries and/ or complaints in a prompt, professional and caring manner
- Organize and control duties that are delegated and process and complete own daily work as directed
- Consistently maintain sales records and identify and explain any variances to my set targets
- Achieve and exceed established individual performance targets relating to service quality and operational performance
- Assist in the job training for new recruits
- Ensuring all takes assigned and carried out must be performed in accordance with all relevant internal Bank policies and external legislative requirements
- Increased sales and customer satisfaction through personalized servicing.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Used Salesforce CRM software to record personal information and purchases of contacted prospects.
Finance Advisor and Appointment
Paramount Finance Parramatta
9 2010 - 12 2011
- Setting for Lenders
- Organizing sample orders
- Controlling Finance and Mortgage process
- Replying to client's enquiry via outbound calls.
- Assisted clients in making beneficial and strategic decisions regarding investments, low-cash financing and sourcing overseas partners.
- Interviewed industry experts, constructed financial models and compiled final reports to deliver top-notch service to customers.
- Facilitated presentation and recommendation of services by optimizing client relationships.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Worked with clients to support understanding of rationale and details of financial strategies.
- Assisted clients with preparing financial plans, conducting investment research, and completing trades and transactions to assess and meet financial goals.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.
- Delivered strategic investment advice for individual and corporate clients.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Facilitated new client onboarding process and investment account setup.
- Monitored and updated financial plans to comply with client goals.
- Collaborated with clients to develop customized investment portfolios.
- Analyzed financial needs of clients and developed tailored strategies to meet goals.
- Studied financial documents to identify potential areas needing improvement.
- Researched current economic trends and investment opportunities to stay abreast of financial markets.
- Helped clients make informed decisions about financial future.
Customer Relations Manager
Telecom New Zealand
01.2007 - 9 2010
- Inbound and Outbound Call centre role
- Contacting new and existing Telecom Clients to promote marketing promotions
- Assisting with client account enquiries and changing Account details, Assisting with telecommunications and managing sales growth
- Retention assistance objection handling to obtain clients relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Managed customer relations on ongoing basis to maximize customer retention.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Established performance and service goals and held associates accountable for individual performance.
- Liaised between customers and organization with particular focus on working with sales department.
- Developed and implemented standards for staff to provide consistent service to customers.
- Made customers aware of current and new programs and services.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Created customer support strategies to increase customer retention.
Education
High School Diploma -
McAuley High School
11.2002
Associate of Arts -
Manukau Institute of Technology
2004
Certificate III - Financial Services
Commonwealth Bank
2017
Certificate IV - Banking And Financial Support Services
Commonwealth Bank
2020
Skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Advanced Communication
- Technical communication
- Management collaboration
- Bank services
- Payment Processing
- Anti-Money Laundering
- Product presentation
- Claims Processing
- Portfolio Management
- Loan Processing
- Attention to Detail
- Team Cooperation
Certification
- Certified Cert 4 Financial Services , Commonwealth Bank
- Certified Cert 3 Financial Services
- Introduction to lending cert 2
- Retail Certificate for Insurance
Timeline
Home Loan Sales Agent
Commonwealth Bank of Australia
01.2011 - 03.2014
Customer Relations Manager
Telecom New Zealand
01.2007 - 9 2010
Member Service Specialist
First Option Bank
11 2022 - Current
Banking Customer Service Representative
86400/ Ubank
8 2021 - 8 2022
Financial Assist Specialist
Commonwealth Bank of Australia
8 2018 - 12 2020
Relieving Officer/ Savings Specialist
Commonwealth Bank
10 2017 - 8 2018
Customer Banking Specialist
Commonwealth Bank
1 2016 - 10 2017
Savings specialist
Commonwealth Bank of Australia
3 2014 - 1 2016
Relieving Officer, Deposit Specialist
Commonwealth Bank
1 2012 - 1 2013
Personal Loan Sales/ Personal Loan Sales Agent/ Home Loan Service Agent
Commonwealth Bank
1 2010 - 1 2012
Finance Advisor and Appointment
Paramount Finance Parramatta
9 2010 - 12 2011
High School Diploma -
McAuley High School
Associate of Arts -
Manukau Institute of Technology
Certificate III - Financial Services
Commonwealth Bank
Certificate IV - Banking And Financial Support Services
Commonwealth Bank
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