Steve Trafford Email & Phone Number

Perth, Western Australia, Australia

Engagement and Assurance, Individuals and Intermediaries

Optus Stadium

Perth, Australia

B2B area manager role driving sales and deepening relationships with a range of third party vendors, growing market share and identifying new business opportunities. I utilized my business optimisation skills and shared my training and development knowledge and experience with frontline sales staff and retail managers alike for mutual success in the fast growing consumer finance arena

Perth, Australia

During my 16 year career at HSBC I have undertaken a number of finance roles across the business including cards and consumer finance, project management and more recently the retail network. I have robust experience in business development, marketing and customer service. In this role I was responsible for actively managing the complex needs of a portfolio of high net worth individuals specialising in lending and identifying financial planning needs.

Sydney, Australia

Managed a major bank-wide Customer Excellence Programme using a ‘See, Feel, Think, Do' methodology, to successfully identify and implement initiatives that seamlessly assist the customer journey.Achievements• Ensured each project was managed to plan within a 100 day timeframe. • Coached, managed and led a team to undertake data gathering and research activities.• Undertook significant analytical work and to ensure the timely delivery of business cases and recommendations… Show more Managed a major bank-wide Customer Excellence Programme using a ‘See, Feel, Think, Do' methodology, to successfully identify and implement initiatives that seamlessly assist the customer journey.Achievements• Ensured each project was managed to plan within a 100 day timeframe. • Coached, managed and led a team to undertake data gathering and research activities.• Undertook significant analytical work and to ensure the timely delivery of business cases and recommendations to the project sponsor and executive committee. Show less

Sydney, Australia

Interviewed, trained and coached data entry and verifications consultants to succeed in a performance-focused environment. Ensured swift and accurate application processing within strict lending policy guidelines and delegated lending authority whilst also actively managing workflows and queue management. Achievements• Managed the processing of HSBC’s largest and most successful Credit Cards acquisition campaign resulting in writing over 50% of annual target in Q1 and… Show more Interviewed, trained and coached data entry and verifications consultants to succeed in a performance-focused environment. Ensured swift and accurate application processing within strict lending policy guidelines and delegated lending authority whilst also actively managing workflows and queue management. Achievements• Managed the processing of HSBC’s largest and most successful Credit Cards acquisition campaign resulting in writing over 50% of annual target in Q1 and subsequently beating the full year target by over 50%. • Overcame procedure hurdles to ensure the best possible customer experience.• Processing delays successfully avoided by coordinating staff and driving team efficiencies. Show less

Sydney, Australia

Interviewed, inducted and managed an inbound call centre team of 14 plus 20 temporary staff to meet objectives in a demanding customer service and performance focused environment. Achievements• Delivered process improvements by monitoring offshore operations. Ensured changes implemented effectively.• Significant involvement in successful call centre migration to Malaysia. • A 4 month assignment preparing and running in-house training induction groups of 20+ agents. •… Show more Interviewed, inducted and managed an inbound call centre team of 14 plus 20 temporary staff to meet objectives in a demanding customer service and performance focused environment. Achievements• Delivered process improvements by monitoring offshore operations. Ensured changes implemented effectively.• Significant involvement in successful call centre migration to Malaysia. • A 4 month assignment preparing and running in-house training induction groups of 20+ agents. • Developed a motivated team measured by success. • Assisted with implementation of 2 new operational systems, actively managed costs through FTE management. Show less

Sydney, Australia

Assist team leader to exceed benchmarks in customer advocacy and excellence. Managed escalations to achieve positive outcomes. Prepared training & reference materials. Developed and inducted groups of consultants ensuring proficiency, compliance and ability to manage call volume and role demands. Successful call coaching & call calibration results. Received service excellence awards including Employee of the Month. Mentored new starters and provided the skills to succeed in the role. Process… Show more Assist team leader to exceed benchmarks in customer advocacy and excellence. Managed escalations to achieve positive outcomes. Prepared training & reference materials. Developed and inducted groups of consultants ensuring proficiency, compliance and ability to manage call volume and role demands. Successful call coaching & call calibration results. Received service excellence awards including Employee of the Month. Mentored new starters and provided the skills to succeed in the role. Process efficiencies (such as Intranet resource guides) identified and implemented. Show less

Business Studies

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