Ivana Hnilicova Email & Phone Number

London, United Kingdom

• Ensuring that all members of staff deliver the best customer service experience on the high street while ensuring risks within branch are identified and addressed. • Manage the branch within strict quality and control procedures.• Develop and implement remedial action plans and ensure all members of staff are fully trained in these procedures.• Provide a great experience for our customers while leading by example. Identifying, action and resolve all customers complaints quickly… Show more • Ensuring that all members of staff deliver the best customer service experience on the high street while ensuring risks within branch are identified and addressed. • Manage the branch within strict quality and control procedures.• Develop and implement remedial action plans and ensure all members of staff are fully trained in these procedures.• Provide a great experience for our customers while leading by example. Identifying, action and resolve all customers complaints quickly and efficiently.• Deliver challenging business and sales performance and identify opportunities to attract new customers.• Lead and motivate the branch team, set challenging performance standards, recognise good results and manage under performance.• Support Branch Manager and manage branch in their absence.• Other ad hoc duties include key holding - branch opening and closing, cashiering in absence of cashier, coaching and developing counter team, diary management, post and email handling, running reception by welcoming and helping customers at front desk, dealing with high value transactions and any customer complaints, application checking, overseeing branch risk and general smooth run of branch, rota and holiday planning. Show less

• Providing excellent service to new and existing customers, ensuring customers’ needs are met whilst achieving personal and branch targets. Main responsibilities included:• Give our customers all the guidance they need to realise their personal financial goals.• Gather in information, match requirements to products and close the sale or refer the enquiry to a colleague.• Keep up to date with all new products and any changes in products offered.• Maximise cross-selling… Show more • Providing excellent service to new and existing customers, ensuring customers’ needs are met whilst achieving personal and branch targets. Main responsibilities included:• Give our customers all the guidance they need to realise their personal financial goals.• Gather in information, match requirements to products and close the sale or refer the enquiry to a colleague.• Keep up to date with all new products and any changes in products offered.• Maximise cross-selling opportunities.• Deal with occasional customer complaints.• Personal responsibility for resolving customer queries and deciding on the best course of action.• Coach counter staff to reach their individual targets.• Provide support to new colleagues, including training in new computer systems, service and product knowledge. Show less

• Using customised computer system I was responsible for many of the bank’s day to day routines, administrative jobs and face to face customer service.