Tara Soares
Hoxton Park,NSW
Summary
Motivated customer service manager focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives while adhering to compliance and policy at all times. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
IMB Bank
08.2017 - Current
- Preparation and submission of personal lending and home loan applications through numerous communication channels whether face to face, digital or phone applications to relevant parties for review and approval. Completion of statements of financial position in accordance with responsible lending regulations.
- As 2IC in the branch I provide open communication channels between the manager and branch staff ensuring efficient functioning of daily branch movements.
- Maintain a high level of operational and compliance adherence in line with company and regulatory standards, policies, and procedures. Ensure accurate AUSTRAC, AML and complaints management reporting.
- Ongoing development and implementation of strategies for providing excellent customer service experience, including staff training sessions
- Liaise with other departments including marketing, sales operations and IT to ensure smooth functioning of all activities related to customer service operations.
- Establish positive rapport with customers, managers and customer service team members to maintain a constructive and successful work environment.
- Assist staff with resolving complex customer issues and implementing targeted solutions.
- Resolve remote I.T issues on a regular basis
Sales Assistant, Customer Service Agent
HiChem
02.2013 - 03.2017
- Provided customer service by answering questions, resolving problems, and responding to complaints in a timely manner.
- File copies of orders received, or post orders on records
- Where additional assistance is required, ensure the customer was directed to the appropriate area.
- Obtaining customers' names, addresses, and billing information, delivery information, product numbers/stock codes, and specifications of items to be purchased, and entering this information on order forms.
- Completing Supply Complaints Spreadsheet daily accurately recording all details of the complaint and the person responsible
- Participate in quality improvement activities and regularly review own work practices to ensure continuous improvement in meeting customer expectations and requirements.
- Assisted customers with returns, exchanges and refunds.
- Built and maintained relationships with peers and upper management to drive team success.
Education
High School Diploma -
Cecil Hills High School
Cecil Hills, NSW12.2006
Skills
- Extensive experience in a retail, sales and a customer service environment
- Completion of daily work tasks with honesty and integrity Ability to diligently follow and adhere to policies and procedures in a regulated financial environment
- Handle sensitive inquiries with tact & discretion
- Excellent and effective communication skills
- Efficient numeracy and cash handling experience in a fast paced environment without error
- Initiative and the ability to manage multiple activities
- Team Building and Leadership
- Work Prioritization
- Excellent Time Management Skills
- Focused on Customer Satisfaction
- Relationship Building
- New Hire/Staff Training
- Meticulous Attention to Detail
Accomplishments
- Awarded Sales & Service Person of the Month - March 2023.
- July to November 2023 Personal Loan KPI exceeding target by 200%.
References
References available upon request.
Timeline
Customer Service Manager
IMB Bank
08.2017 - Current
Sales Assistant, Customer Service Agent
HiChem
02.2013 - 03.2017
High School Diploma -
Cecil Hills High School
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