Summary
Overview
Work History
Education
Skills
Timeline
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Sukanya (Joy) Phonoi

Auckland,New Zealand

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organisational growth.

Overview

15
15
years of professional experience

Work History

Investment Associate (KiwiSaver Support)

Bank of New Zealand
03.2022 - Current
  • Provide technical and administrative support and advice to both internal and external customers in relation to BNZ KiwiSaver Scheme and YouWealth (Managed Fund).
  • Process KiwiSaver and YouWealth withdrawal.
  • Maintain accurate records, ensuring timely processing of withdrawal applications.
  • Exceeds performance targets consistently by prioritising workload effectively and managing time efficiently during periods of high volume workloads or complex caseloads.
  • Mentor new hires on company policies and resolution techniques, ensuring consistency in service delivery across the team, resulting in stronger staff development and increased productivity.
  • Provides one-on-one mentoring to help individuals reach their full potential within the team.
  • Assist colleagues daily, in navigating challenging situations by sharing expertise and offering guidance.
  • Manage risk effectively by implementing robust risk management practices across the investment process.
  • Resolve customer complaints promptly and professionally, resulting in increased satisfaction rates.
  • Analyse root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
  • Maintain detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
  • Keep up-to-date with industry best practices and emerging trends in AML/KYC regulations, sharing findings with team members for continuous improvement initiatives.

Banker 4 and 5 (Personal Lending and Home Lending Specialist)

Bank of New Zealand
12.2020 - 03.2022
  • Deliver BNZ's Signature Financial Health Check, explore and identify customers' goals and propose solutions to achieve best outcomes.
  • Educated customers on various lending products available, helping them make informed decisions that best suited their financial goals.
  • Processed loan applications and monitored progress from start to finish.
  • Approved loan applications based on customer creditworthiness and provided detailed financial advice.
  • Enhanced loan application approval rates by conducting thorough credit analyses and evaluating borrower's financial status.
  • Established plans and payoffs for customers' loans, prioritising control of overall costs.
  • Identified opportunities to cross-sell and upsell loan products to customers.
  • Proactively identified solutions for customers experiencing credit issues.
  • Maintained up-to-date knowledge of industry regulations and compliance standards, ensuring accurate and legally compliant lending practices.

Banker 3 (Service Banker)

Bank of New Zealand
01.2020 - 12.2020
  • Have advanced service-related conversations and engaged in some acquisition conversations and refer customers to specialist bankers where applicable.
  • Have conversations and educated customers on Term deposits, Term Pie, KiwiSaver and YouWealth (Manage Fund) products.
  • Established and maintained Term deposits, Term Pie and KiwiSaver accounts.
  • Initiated cross-selling strategy that significantly increased uptake of additional banking products and services.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from customers.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Banker 1 and 2 (Customer Solution Advisor)

Bank of New Zealand
05.2017 - 01.2020
  • Assisted customers with their day-to-day banking.
  • Actioned customer transaction and service requests received over the phone or by email and processed by applying standard procedures.
  • Offered customers advice and guidance on digital and self-serve options to make banking easy, simple and fast.
  • Processed wide variety of retail banking transactions for personal customers.
  • Educated customers on online banking and mobile banking applications.
  • Educated customers on features and benefits of banking products and services.
  • Opened, closed, and updated accounts for customers.
  • Managed risk effectively by adhering to bank policies and procedures during transactions.
  • Enhanced overall customers experience with prompt issue escalation and follow-up on outstanding concerns.
  • Proactively identified potential fraud or suspicious activity, taking appropriate action to protect customer accounts and bank assets.
  • Initiated cross-selling strategy that significantly increased uptake of additional banking products and services.
  • Consistently met or exceeded individual performance goals, contributing significantly to overall team success.

Reservation Consultant

Qantas Airways
12.2014 - 05.2017
  • Basic trouble shooting and handling general customer inquiries.
  • Maintained and gained knowledge relating to airfares, airline procedures, airline products such as partner airlines loyalty program.
  • Trained new staff members in using airline reservation systems efficiently, resulting in shorter learning curves.
  • Managed flight overbookings proactively, minimizing disruptions and maintaining customer satisfaction.
  • Enhanced customer satisfaction by efficiently processing ticket reservations and cancellations.
  • Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Participated in ongoing training programs to stay current on industry trends and best practices, ultimately providing better service to customers.
  • Handled sensitive client information responsibly, protecting privacy and adhering to company confidentiality guidelines at all times.
  • Maintained high levels of accuracy in data entry, ensuring all reservation details were correct and up-to-date.

Sale Support and Travel Specialist

Our Asia Holiday Specialist
10.2013 - 12.2014
  • Quote and issue Travel insurance policies.
  • Managing and maintaining the company website database loading and data entry.
  • Arranged travel accommodations, transfers and flights for clients.
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
  • Stayed current on industry trends and destination updates, ensuring accurate and relevant information for clients.
  • Provided clients with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.

Food and Beverage Attendant

Ellerslie Event Centre
09.2010 - 10.2013
  • Cash handling and cashing up at the end of shifts.
  • Barista, Bartending, Banquet set up and supervising events and functions.
  • Adhered to all health and safety regulations while serving food and beverages.
  • Adapted to last-minute changes in event schedules or requirements, effectively modifying plans and maintaining service quality without any negative impact on guest experience.
  • Delivered outstanding service even during peak hours or challenging circumstances, receiving commendations from both clients and supervisors alike.
  • Received praise from management for consistently exhibiting a positive attitude towards work responsibilities despite long shifts or demanding schedules often associated with the industry.
  • Provided exceptional assistance in training new staffs, sharing valuable industry knowledge and best practices for efficient service delivery.

Education

Travel and Tourism - Airline Studies

Crown Institute of Studies
Auckland, NZ

Skills

  • Due diligence
  • Analytical Problem-Solving
  • Verbal and written communication
  • Service-Oriented Approach
  • Driven Self-Starter
  • Employee motivation
  • Analytical thinking
  • Meticulous attention to detail
  • Adaptability in Challenges
  • Proficient in Administration
  • Independent Work Ethic
  • Cross-Functional Teamwork
  • Proficient in Task Management
  • Results-Driven Independent Worker
  • Detail-Oriented Accuracy
  • Versatile Approach to Change
  • Effective Time Management
  • Team coaching and training
  • Efficient Skill Acquirer
  • Know your customer

Timeline

Investment Associate (KiwiSaver Support)

Bank of New Zealand
03.2022 - Current

Banker 4 and 5 (Personal Lending and Home Lending Specialist)

Bank of New Zealand
12.2020 - 03.2022

Banker 3 (Service Banker)

Bank of New Zealand
01.2020 - 12.2020

Banker 1 and 2 (Customer Solution Advisor)

Bank of New Zealand
05.2017 - 01.2020

Reservation Consultant

Qantas Airways
12.2014 - 05.2017

Sale Support and Travel Specialist

Our Asia Holiday Specialist
10.2013 - 12.2014

Food and Beverage Attendant

Ellerslie Event Centre
09.2010 - 10.2013

Travel and Tourism - Airline Studies

Crown Institute of Studies

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Sukanya (Joy) Phonoi