Thomas Steffensen
Adelaide,SA
Summary
Motivated and customer-focused professional with a strong background in retail management and a growing career in home lending. I bring over six years of experience leading teams, delivering excellent service, and building strong customer relationships. Recently transitioned into the finance industry, where I've gained hands-on experience in the home loan process and completed my Certificate IV in Finance and Mortgage Broking. I'm now looking to continue developing my skills in lending and contribute to a team where I can make a positive impact on both customers and business outcomes.
Overview
4
4
years of professional experience
Work History
Home Loan Specialist
Tiimely
02.2025 - Current
- Handled an average of 60 client interactions each day through inbound and outbound calls, live chats, and emails, assisting customers throughout the home loan process.
- Educated customers on loan products, eligibility criteria, and application processes, ensuring they made informed financial decisions.
- Maintained detailed records of all customer interactions in internal systems, ensuring accurate and up-to-date documentation.
- Liaised with internal teams, solicitors, and other third parties to keep everyone aligned and settlements running smoothly.
- Consistently met or exceeded KPIs for call quality, customer satisfaction scores, and productivity.
Store Manager
Haigh's Chocolates
11.2021 - 01.2025
- Led a high-performing team focused on delivering excellent customer service and meeting sales KPIs.
- Managed daily operations including rostering, training, budgeting, and conflict resolution.
- Provided ongoing coaching to team members across multiple stores to enhance customer service skills and promote customer satisfaction.
- Built strong relationships with customers and staff, creating a positive and efficient store environment.
- Maintained high service standards within my store with a 92% 6 month rolling average for mystery shopper result.
Education
Certificate IV - Finance And Mortgage Broking
AAMC Training Group
06-2025
Skills
- Relationship management
- Loan management
- Customer service
- Attention to detail
- Self motivation & improvement
- Adaptability
- Goal oriented
- Team collaboration
Timeline
Home Loan Specialist
Tiimely
02.2025 - Current
Store Manager
Haigh's Chocolates
11.2021 - 01.2025
Certificate IV - Finance And Mortgage Broking
AAMC Training Group
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