Sophie Akkari

In my capacity, I managed direct calls, assisting bankers with their inquiries and providing guidance. I also handled escalated calls, addressing complex issues and ensuring satisfactory resolutions for both the bankers and customers involved.

• Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
• Managed to meet targets averaging 40-50 calls a day.

In my NAB Messaging Role, I efficiently managed customer communications, ensuring prompt and accurate responses to inquiries and concerns. I provided information about NAB's products and services, assisting customers in making informed decisions. Collaborating with the team, I improved communication processes and stayed current with NAB's messaging protocols.

• Maintained energy and enthusiasm in fast-paced environment.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Developed and maintained courteous and effective working relationships.
• Served customers and followed outlined steps of service.
• Identified issues, analysed information and provided solutions to problems.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours; night, weekend, and holiday shifts.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Improved operations through consistent hard work and dedication.
• Participated in team-building activities to enhance working relationships.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

In my role at NAB's direct servicing, I not only handled customer calls and ensured their utmost satisfaction but also provided accurate information on products, and addressed inquiries and complaints promptly. I maintained up-to-date knowledge of NAB's offerings, collaborated with the team to enhance service quality, and ensured compliance with regulatory guidelines. Additionally, active participation in training and contributing to administrative tasks further enriched the overall customer service experience and organisational efficiency.

• Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
• Established team priorities, maintained schedules and monitored performance.
• Worked flexible hours; night, weekend, and holiday shifts.
• Exceeded goals through effective task prioritisation and great work ethic.
• Identified issues, analyzed information and provided solutions to problems.

As a school photographer, I captured portraits of students and teachers, focusing on meticulous attention to detail and engaging with a warm and outgoing demeanour to ensure their comfort in front of the camera.