Summary
Overview
Work History
Education
Timeline
Generic

Nick Swiney

Wellington

Summary

Reliable team player with experience in leadership, coaching and development and compliance and regulation. Proven track record of successfully streamlining business operations for efficiency and leading retention projects to support MAS' growth strategy .

Overview

9
9
years of professional experience

Work History

Member Support Team Leader

MAS
07.2020 - Current
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

Member Support Adviser

MAS
05.2018 - 07.2020
  • Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
  • Trained new team members in best practices for efficient and consistent member support delivery.
  • Conducted regular audits of support tickets, ensuring all cases are assigned and resolved in a timely manner.
  • Actively participated in team meetings, sharing insights on how to improve customer experience across various touchpoints within the organization.
  • Managed high call volumes while maintaining a professional demeanor and providing accurate information to each caller.

Administrator

Comprende
07.2017 - 01.2018
  • Maintained personnel records and updated internal databases to support document management.
  • Working in a busy office environment to provide administrative support to the company director, the office manager, and the team ensuring the company runs efficiently with weekly tasks
  • Providing professional and friendly customer service to clients and tenants in a phone based capacity and reception desk
  • Managing email accounts for management and other staff while away on leave

Outbound Retention Banker – Mortgage Retention Uni

National Australia Bank (NAB)
07.2015 - 11.2016
  • Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
  • Outbound contacting home loan customers to offer total banking solutions with a focus of retaining their portfolios and strengthening customer relationships
  • Accredited mortgage lender to assist customers with mortgage related enquiries and writing new home loans
  • Managing my own portfolio of customers with an ongoing relationship and regular contact to ensure customer satisfaction whilst regularly appointing new clients to meet weekly sales targets
  • Assisting inbound retention queues for customers actively taking their business to other competitors and using frameworks to understand the customer’s needs to offer solutions that retain customer’s business and reinforces strong customer relationships
  • Prioritizing my workload and targets whilst maintaining regular contact with existing clients via email and phone contact ensuring no incoming calls are missed and continuing new contact with new clients to grow business
  • Meeting weekly sales targets to write $1.5 million in customer home loans and ensuring call quality is consistent

Education

Bachelor of Arts - Media Studies And Film

Victoria University of Wellington
Wellington, NZ
2013

High School Diploma -

Tawa College
Wellington, NZ
12.2009

Timeline

Member Support Team Leader

MAS
07.2020 - Current

Member Support Adviser

MAS
05.2018 - 07.2020

Administrator

Comprende
07.2017 - 01.2018

Outbound Retention Banker – Mortgage Retention Uni

National Australia Bank (NAB)
07.2015 - 11.2016

Bachelor of Arts - Media Studies And Film

Victoria University of Wellington

High School Diploma -

Tawa College

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Nick Swiney