Michelle Smith

4 Abbey Grove, Adlington, Chorley Lancashire, PR6 9QB(Mobile) 07886782049 msmith9992004@yahoo.co.uk

http://www.linkedin.com/pub/michelle-smith/95/773/427

KEY SKILLS

• Supervisor/Managerial Experience ● Office Administration ● I.T. Skills (Word, Excel)

• Excellent Customer Service ● Research ● Collating Information ● Report Writing

• Financial Management ● Business Analysis ● Payments Reconciliation

• Dynamic, Tenacious, Bright, enthusiastic, Team Leader ● Ability to Train and Motivate People

• Proven Track Record of Achieving Results and Ensuring Customer Needs are met

• Exceptional track record in planning, delivering and monitoring work and performances

• Communicating and motivating people at all levels to improve results and outcomes

• Excellent ‘Face To Face’ / Telephone Customer Service Skills ● Extensive Teamwork Experience

• Excellent punctuality and attendance records. ● Able to work on own initiative and to deadlines

Personal Statement : Intelligent, Excellent Communicator, Attention to Detail, Methodical, Teamworker

EMPLOYMENT HISTORY

Oct 2010 to BarclaysDec 2013

Position: Premier Relationship Manager (FCA Regulations)

Based within Retail Banking and Wealth Management. Responsible for managing the Barclays Relationship with our Premier Clients where professionalism, client focus and an expert understanding of financial planning and wealth products are critical to the success of the business. Driving business performance through building rapport and trust quickly, ensuring Premier clients’ needs were identified and met. Resolved enquiries effectively and promoted Barclays in a professional and caring manner. Motivated teams to exceed all goals, maintained excellent communications across all levels of the company and partners, and managed the operational issues associated with the business. Drove performance by cross- selling and making referrals to product specialists and built relationships to ensure the company remained sensitive to the community’s needs.

Consistently exceeded expectations from higher management within this role.

• Used Relevant Product Knowledge to continually improve the service delivered to clients• Developed long term, in depth client relationships with clients• Supporting and implementing the Business Plan and procedure improvements to achieve optimal

operational, compliance and credit productivity.• Possessing excellent written and spoken communication skills, successfully influenced others• Built effective networks both internally and externally and created opportunities for others to work collaboratively

• An understanding of business finance and management information, which was used to make informed

decisions and deliver efficiencies/savings.• Development and implementation of external Public Relations campaigns• Acquired new clients with proactive strategic planning to maintain growth• Lead Premier activities to ensure opportunities to improve and offer exceptional customer service• Exceptional Financial Services and Customer Relationship Management skillset• Excellent track record providing exceptional customer service to High Net Worth Premier Clients• Proven Track Record in the Financial Industry, of consistently exceeding Sales Targets• Excellent Telephone skills and ‘Face to Face’ Client Skillset• I.T. and Office Administration skills.• Exceptional Team management skills.• Motivation and positive attitude.• Strong verbal and written communication skills.• Excellent planning and organisation skills• Supporting members of staff to deliver a quality service and achieve targets.

Sept 2005 to NATWEST (covering branches throughout the northwest region).Oct 2010

Position: Customer Service Officer (FCA Regulations)Responsible for Running Bank Activities, inc. Sales and Extensive Customer Service.

The Customer Service role is situated within the branch network and is at the frontline of Natwest.Responsible for providing high-quality service to customers and identifying new sales opportunities.Enjoyed selling and negotiating with customers and Treating Customers Fairly.

One of the highest performing staff members within the branch.

• Sales of all Products and Services to Customers- ** Regularly Exceeded all Sales Targets **

• Office Administration, Customer Service, Sales and I.T. for the Branch• Undertook effective individual and business reviews• Ensured processes and procedures were completed accurately• Worked all Customer Contact Oppurtunity (CCO) lists, contact promises and open sales reminders• Constant contact with customers, providing exceptional customer service

• Developed and implemented customer service solutions• Maximised sales opportunities through coaching, to proactively identify and address customers needs• Demonstrated good personal judgement when assessing customer needs, providing confident reasoning

on a face to face basis when explaining why decisions had been taken• Worked calm and objective under pressure, with strong interpersonal and empathy skills• Built and maintained good relationships with staff with different values or background feel welcome

and respected• Used empathy and adapted behaviour and style of communication to suit audience• Upheld high standards of quality and quantity ensuring accuracy of work as well as speed of delivery.• Adhered to regulations, legal obligations and data protection rules• Followed instructions, seeked advice or looked for information, if required, to complete task etc.• Remained tenacious in the pursuit of excellence at all times• Proactively sought feedback from customers and acted upon it• Learnt new approaches and knowledge quickly to actively look for responsibility.• Worked on tasks independently and took responsibility for actions and decisions• Consistently kept busy and able to sustain a high level of energy over long periods of time• Driven to achieving challenging targets and keen to improve personal performance

• Prospecting for New Customers via Telephone (Successfully Advised Existing Customers via Telephone of Products, resulting in consistent increased Sales for the Branch)

• Operated ‘in house’ I.T. systems. • Financial Advice and Promoting of Products and Services to Customers• Regularly attended and contributed to Departmental Team meetings / briefings.• Offered Exceptional Customer Service to the Branches Customers. • Reception Work – Greeting Customers on arrival to the bank and assisting them with there requirements

at the bank.May 2002 to Position: Assistant Store Manager - TILES ‘R’ US Sept 2005 - Responsible For Store Operations

• Supervising of all matters necessary for the daily running of the store. • Implemented new merchandising techniques which were ‘eye-catching’ to customers, helping to maximise

sales within the business• Introduced new floor layouts, which were customer friendly • Dealing with customers on a daily basis• Dealing with customer complaints, return of goods• Gaining Excellent product knowledge and Familiarity with goods• Looking after customers from initial contact through to final sale.• Cash handling.• Responsible for Stock control and deliveries.• Continuous, extensive customer service.• Merchandising product and displaying on shop floor.• Brand computer literacy (daily responsibility).• Exceptionally Good Administration Ability/Skills, incorporating knowledge of daily/weekly company

figures.

Jan 1997 to Position: Supervisor (Managerial Level) – WALLIS / DASH Dept.May 2002

• Responsible for Store Operation (LADIES FASHION) - In Charge of running 3 differentConcession departments.

• Dealing with complaints, managing all return of goods e.g.: clothing, handbags, accessories, shoes.• Meeting daily/weekly targets, both on an individual / team effort basis.• Having high levels of visual merchandising to meet standards of any store floor layout.• Gaining individual experience on 1-1 appraisals.• Adapting to quick change within the process of sales preparation (marking down items / further deductions).• Effectively managing employees job role progression.• Successfully aiming for store figures.

1998-2001 Position: Part-time Nightclub Supervisor – IKON NIGHCLUB- Management activities of a Nightclub

1996 Position: Red Coat Entertainer – BUTLINS, Minehead(Seasonal)

1993 – 1995 Position: Store Supervisor – ARGOS- Retail Sales

EDUCATION AND QUALIFICATIONS:

1986.1991 Withins School, Bolton.6 G.S.C.E.’s including English and Maths (Grades B and a C)

1991.1994 Bolton College, Manchester Road, Bolton.BTEC National Diploma Performing Arts 3 A Levels

Personal Skills and Competences

Leadership Skills - Effective people manager and motivator, able to balance competing demands to secure buy-in from a range of decision-makers and encourage people to change established practices.

Communication skills - As an area manager, colleague, policy-maker and project manager I have a good combination of assertiveness and sensitivity, able to adapt business language and environments to delivery to the intended audience.

Implementation skills - Implementing business plan and procedure improvements, external public relations campaigns, new merchandising techniques.

Organisational skills - Manage self to complete tasks and use resources, skills, equipment, systems and materials efficiently to ensure timely, high quality and consistent results.

Problem Solving skills - Resolve familiar problems by applying set guidelines or previous experience and using pre-defined solutions, escalating exceptional problems beyond the defined scope.

Teamwork skills - Cooperatives and coordinates effort on the part of a group, with proven leadership skills that inspire and influence others. Working with colleagues to meet the needs of customers.

Various other skills - Banking, Wealth Management, Financial Services, Customer Service etc.

Interests/Hobbies - At the end of a busy day I enjoy sitting back and reading true stories and factual literature. I have a keen interest in keeping fit as I am a qualified and experienced Aerobics instructor and exercise on a regular basis, including dog walking.

OTHER TRAINING / QUALIFICATIONS

2013 Intermediate I.T. CourseRunshaw College, Euxton Lane, Chorley.

2001 – 2002 Fully Qualified and Experienced Aerobics Instructor/Trainer NVQ RSA Level 2 - (Exercise to Music Course)Bolton College, Manchester Road, Bolton.

2002 Qualified First Aider. (Certificated).