Stacey Boulden
Yangebup,WA
Summary
Polite and professional individual who is successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
36
36
years of professional experience
Work History
Relationship Associate
NAB Private Wealth
01.2020 - Current
- Follow policy and procedures with all client interaction to meet customer and stakeholder expectations.
- Engage with relevant business unit to assist in a variety of customer and banker needs, loan modification team, remediation team, NAB connect, NAB Fraud, NAB cards personal and commercial, internet banking, NAB Markets, NAB Trade, Customer due diligence, Nab pricing, transactional specialist team, NAB resolve, Remediation team, Nab branches (REATIL)
- Onboarding new business entities with highly complex structures and individuals while adhering to Know your Customer (KYC) AML/CFT compliance.
- Assisting Private Bankers with customer portfolios day to day transactional needs, maintain strict confidentiality with needs providing product guidance fit for purpose, maintaining Term Deposit for Banker portfolios on a daily basis.
- On going remediation of business entities and individuals to remain compliant with AML /CMF regulation.
- Updating customer records, sending relevant required and updated documents for imaging purposes, handling of customer identification documents and relevant business documents in secure manner.
- Regular training to maintain Tier 2 accreditation for compliance.
- Supporting and training new employees in relevant field / role.
- Attend banker meetings with high value clients providing relevant support and guidance to banker and client on products and Nab systems.
- Engaging customers or family offices/ customer personal assistance/accountant and lawyers if required for customer needs. Required authority to be held to engage.
Banking Advisor /Customer Service Advisor
NAB
11.2017 - 01.2020
- Coordinated with various divisions and departments in servicing of routine banking transactions.
- Extended and sustained relationships with customers to maintain and grow business.
- Contacted prospective clients to generate new loans, deposits and business to achieve company production goals.
- Worked with customers to procure updated financial information on continuous basis.
- Stepped into branch manager role to cover for extended manager absence.
Customer Sales Advisor - Banking
NAB
11.2015 - 11.2017
- Displayed and upheld the NAB values and behaviours at all times.
- Completed accreditation process to be competent in providing unsecured lending to customers.
- Opened new bank accounts for individual and business use and insurance products.
- Reached targeted goals.
- Maintained a high level of customer service and effectively assisted customers with issues such as queries and complaints.
- Stepped forward into an Officer in Charge role during manager and banking advisor absences.
- Training of new staff to achieving their unsecured lending accreditation
Customer Advisor Banker
NAB
11.2013 - 11.2015
- Customer advisor banker role which incorporated cash handling, ensuring all compliance measures are upheld, training of new employees and managing cash control within the branch.
- Incorporate the NAB values and behaviours.
- Using technology services within the corporation to achieve best customer outcomes and satisfaction.
- Reaching targeted goals and ensuring a high level of customer service was maintained.
- Engaged in consultative sales, cross-selling and up-selling activities to align customer needs with business offerings.
- Monitored and verified suspicious activity on customer accounts.
Sales Assistant
Hairmart / Mitchell-Lane
07.2007 - 11.2013
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers with prompt and polite support in-person and via telephone.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Established rapport with customers using active listening and interpersonal skills.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Provided training services to professional hairdressers on new professional chemical products to ensure customer satisfaction and safe practice with same.
Hair Salon Owner
Sherwood For Hair
08.1994 - 03.2007
- Provision of day-to-day customer service
- Management of staff including wages, rostering, workplace training and conflict resolution within the workplace if required
- Management of salon takings, completing the banking responsibility including settlement of registered at close of business day and bookwork responsibilities
- Ordering and maintaining stock levels, scheduling clients and product sales to customers
- Completed safety training and certifications to minimize risk of infection or injury to customers.
Hairdresser / Store Manager of Operations
Fendi Hairdressers
07.1992 - 08.1994
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Processed payments, entering sales in register for prompt customer service.
- Stayed updated on current hair trends and techniques to make customers look fashionable and increase satisfaction.
- Trained and guided team members to maintain high productivity and performance metrics.
Hairdresser
Ringletts For Hair
11.1987 - 07.1992
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Shampooed, conditioned, and rinsed guests' hair using salon-exclusive products while educating clients on product benefits to increase product sales.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Underwent 4 year apprenticeship and progressed to senior stylist.
Education
Career Qualified - Banking
Financial Services Institute of Australasia
08.2023
Trade Certificate - Haidressing
Challenger TAFE
Beaconsfield, WA12.1990
Skills
- Attention to Detail
- Organizational Skills
- Active Listening
- Interpersonal Skills
- Critical Thinking
- Analytical Skills
- Relationship Building
- Goal Setting
- Time Management
- Effective Communication
- Teamwork Abilities
- Problem Solving
- Emotional Intelligence
Timeline
Relationship Associate
NAB Private Wealth
01.2020 - Current
Banking Advisor /Customer Service Advisor
NAB
11.2017 - 01.2020
Customer Sales Advisor - Banking
NAB
11.2015 - 11.2017
Customer Advisor Banker
NAB
11.2013 - 11.2015
Sales Assistant
Hairmart / Mitchell-Lane
07.2007 - 11.2013
Hair Salon Owner
Sherwood For Hair
08.1994 - 03.2007
Hairdresser / Store Manager of Operations
Fendi Hairdressers
07.1992 - 08.1994
Hairdresser
Ringletts For Hair
11.1987 - 07.1992
Career Qualified - Banking
Financial Services Institute of Australasia
Trade Certificate - Haidressing
Challenger TAFE
Similar Profiles
Carmen BalazsCarmen Balazs
Director - Investment Specialist at NAB Private WealthDirector - Investment Specialist at NAB Private Wealth
Maria ScottMaria Scott
Segment Lead at NAB Private WealthSegment Lead at NAB Private Wealth
Jackson AbrahamJackson Abraham
Case Assessment – Advice Remediation at JBWere Wealth Management (NAB)Case Assessment – Advice Remediation at JBWere Wealth Management (NAB)