Paywand Bazmouna
New Lynn,AUK
Summary
Accomplished Operations Manager with a proven track record at Corporate Security Group, enhancing customer relationships and optimizing processes. Expert in financial planning and client onboarding, I excel in strategic planning and problem-solving, significantly improving client retention and operational efficiency. Skilled in fostering team productivity and maintaining high standards of service. Hands-on, client-oriented banking professional implements creative investment strategies. Dedicated to continuous improvement of modeling and statistical analysis. Accuracy-focused banking professional experienced in cash handling, transaction management and fraud prevention. Promotes bank products and services to drive revenue and customer loyalty. Persuasive communicator analytical in solving customers' problems.
Overview
9
9
years of professional experience
Work History
Customer Banking Specialist (Home Lender)
BNZ Bank
Auckland Central, Auckland
02.2023 - Current
- Utilized banking software to record and analyze customer data, enhancing service delivery.
- Identified opportunities to cross-sell additional banking products or services based on customer needs.
- Provided customer service and support to clients regarding banking products and services.
- Processed loan applications, including reviewing financial information and determining eligibility.
- Assisted in developing marketing campaigns designed to increase customer retention rates.
- Provided financial advice to clients, helping them make informed decisions about savings, loans, and investment products.
- Assisted in the development and implementation of new banking products and services to meet customer needs.
- Participated in community events and workshops to represent the bank and foster community relations.
- Performed risk assessments on loan applications and investments, minimizing financial losses.
- Developed and maintained relationships with potential and existing clients to expand the customer base.
- Liaised between bank branches regarding best practices and operations.
- Monitored economic trends to advise clients on potential impacts to their financial health.
- Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
Senior Customer Service Consultant (Team Leader)
ANZ Bank Ltd
New Lynn, Auckland
09.2018 - 02.2023
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Contacted customers about potential service upgrades, new services and account changes.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided high-level customer service to clients, resolving complex issues and inquiries in a timely manner.
- Consulted with customers regarding needs and addressed concerns.
- Participated in team meetings to brainstorm ideas and discuss ways to improve the overall level of customer service delivery.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Identified opportunities for process improvements based on analysis of data collected from surveys or other sources.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Ensured compliance with applicable laws, regulations, and industry standards for customer service.
Operations Manager
Corporate Security Group
Auckland Central, Auckland
05.2016 - 11.2022
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Addressed customer concerns with suitable solutions.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Created detailed reports on the performance of individual departments within operations.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Prepared staff work schedules and assigned team members to specific duties.
- Formed and sustained strategic relationships with clients.
Education
Bachelor of Business -
Massey University, Auckland
Auckland, NZ12-2022
High School Diploma -
Kelston Boys High School
Auckland, NZ12-2011
Skills
- Customer relationship management
- Financial planning
- Client onboarding
- Financial product analysis
- Banking document preparation
- Portfolio management
- Bank services
- Financial regulatory compliance
- Financial billing management
- Loan processing
- B2B relationship management
- Sales tactics
- Credit assessment
- Banking product sales
- Product presentation
- Scheduling
- Time management
- Critical thinking
- Process optimization
- Appointment scheduling
- Upselling
- Customer service
- Relationship building
- Strategic planning
- Problem-solving
- Client retention strategies
- Brand promotion
- Friendly and outgoing
- Customer engagement
Languages
English
Full Professional
Kurdish
Professional
Timeline
Customer Banking Specialist (Home Lender)
BNZ Bank
02.2023 - Current
Senior Customer Service Consultant (Team Leader)
ANZ Bank Ltd
09.2018 - 02.2023
Operations Manager
Corporate Security Group
05.2016 - 11.2022
Bachelor of Business -
Massey University, Auckland
High School Diploma -
Kelston Boys High School
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