Matthew Stivala

Apart from my Business Development Manager role (see below), in January this year I also started managing our International Banking Centre:

• I am responsible for the achievement of the bank's international business objectives whilst ensuring the delivery of a consistent excellent customer service.
• Operate with highest standards that meet and exceed all regulatory requirements and ensure that front line acts as first line of defense by having the right conversations with our customers.
• Deliver branch plans including leads/sales prospect management and overall customer experience.
• Foster customer-centric ethos and use customer insight to continually enhance customer experience.
• Ensure that an effective customer contact management is in place.

• Accountable for creating and executing Business Development Strategies to exceed a multitude of business expectations.
• Conduct market research to identify new business opportunities.
• Built and maintain strong relationship with key decision-makers within customers' organization, ensuring high levels of customer satisfaction and retention.
• Work closely with our Marketing and Product Development team to optimize our products and services to help attract more business. Also collaborated closely to develop targeted campaigns that generated high-quality leads for the sales pipeline.
• Taught consultative selling techniques to staff members to build expertise.
• Communicated product quality and market comparisons by creating sales presentations.
• Developed new proposals to draw in more clients.

• I managed and developed a portfolio of 500 High Networth Premier customers, by being their point of contact (24/7) to assist them with any banking enquires whilst focusing on establishing any customer needs (products) that would be of benefit to them.
• I also spent a good chunk of my time searching for non-Premier customers who offer potential with the aim of shifting other bank products to ourselves and retain us as their Main Bankers.
• I also trained staff in 5 different branches on how to spot potential new Premier customers and refer them to myself to further enhance my portfolio and increase revenue through the new products/services we set up for them. This was done by arranging one-to-one slots on a weekly basis with my Premier accredited officials and also update all branch staff by sharing best practise and provide hints/tips on how they can improve their skills to be successful in this area.
• I was also responsible to provide Premier training to new recruits and act as a referral point once starting their role.

• I managed and developed a team of 15 contact centre agents to constantly achieve the departments KPI's.
• My role included: - Managing the floor and ensuring that call metrics targets are being achieved.
• Managing our 24/7 Agents in charge of Fraud Monitoring System and authorise any actions to eliminate fraud and potential losses.
• Act as a referral point for complex enquiries.
• Monthly Call Grading followed by individual coaching to improve performance.
• One to Ones, Team Meetings and Dail Buzz Meeting with team members.
• Tackle customer complaints and Call take overs.
• Individual / Team training on new systems/procedures.
• Monitoring Sales Performance and create individual plans to improve performance.

• Throughout this time, I managed, developed and grew a portfolio of 850 Premier customers whilst establishing rapport and trust to consolidate customer relationships
• My aim was to understand and deliver the standards of service quality to ensure our Premier customers are provided with the best level of service through Premier Direct.
• My role also involved generating cross sales and quality leads spread across all products and services. This may be either through inbound / outbound calls and reviews for customers within my portfolio
• The main aim was to increase the revenue from customers within my portfolio by improving share of wallet thus resulting in at least 10% increase in growth year on year
• I was also responsible to adhere to Fraud and AML policies by monitoring customer activity, investigate and report any unusual customer activity
• Apart from taking inbound calls and effecting Telephone reviews, I spent 30% of my time coaching other individuals to enhance team performance through various coaching techniques, sharing knowledge and best practise
• I also deputised for the Premier Direct team manager in her absence
• Since I formed part of the department's founding team, I also had the opportunity to be involved in creating, implement and deliver new system procedures that the department was to start utilizing.

• During my first year my role was to assist UK customers with their Daily Banking, Credit Cards and Internet Banking queries, whilst identifying any financial needs to market suitable products or services
• I also used to assist customers with enquires made through Visa and MasterCard international in relation to security issues and fraud through online shopping
• After 1 year, I was then promoted to a team coach of over 12 representatives by either remote listening to their calls or side by sides and then by providing relevant feedback to improve their performance
• I then spent the remaining months acting as a Team Leader and also managed the floor and act as a referral point to other new agents
• I also spent 6 months delivering induction training, coaching and assisting new recruits with their first calls
• I also utilised some of my time to come up with weekly campaigns and incentives to enhance engagement and increase sales activity.