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Malwina Kupniewska

Malwina Kupniewska

Customer Service Executive

Lloyds Bank

Ipswich, United Kingdom, gb

Task-orientated, positive, ambitious, passionate for change, and very keen to learn individual. Strongly focused on business and people development, with an extensive experience in dealings with various stakeholders and great practice within a target driven environment. A confident communicator with an emphasis on utilising ...

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Lloyds Bank

Customer Service Executive

o Experienced in change management and dealings with various stakeholders, delivering high level of customer experience and satisfaction by proactively identifying genuine customer stated, and unstated needs, coming up with solutions and making appropriate banking, mortgage and partner referrals
o Digital Banking Champion, leading a digital transformation within my, and surrounding branches
o Piloting and managing branch self-service area (including Immediate Deposit machine and Automated Teller Service), constantly exceeding the expectations
o Proactively managing time to be in the right place at the right time, supporting overall customers’ branch experience, working flexibly across all zones of banking hall, counter, self-serve and enquiries area, maximising branch effectiveness
o Leading daily team talks to set up daily agenda and overview it throughout the day, with the aim to gain competitive advantage, linking of customer satisfaction with shareholders’ value
o Proactively supporting the management team, by creating and analysing monthly service/performance reports, effectively implementing changes to improve team’s future tasks executions, planning daily choreography, and dealing with customer’s complaints
o Seeking and successfully finding opportunities to shadow Local Performance Managers, Bank Managers, and Assistant Bank Managers to expand leadership and managerial skills
o Assessing risk management, ensuring compliance within a regulated environment, complying with the Financial Services requirements of the workplace, adhering to policies, procedures, and role competency requirements
o Mentoring and coaching members of staff, sharing work related expertise, ensuring all colleagues are equipped and motivated to deliver exceptional customer service
o Proactively taking ownership of my development and competencies, recognising the importance of my professionalism and behaviours

Changing our mindset to achieve success🏆 https://lnkd.in/d_2C4kF

This talk was given at a local TEDx event, produced independently of the TED Conferences. Dr. Crum says the biggest game changer is “YOU, by harnessing the p...

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