Samantha King has over 10 years of experience in financial services and customer service roles. She is currently a Team Leader at Customers1to1, managing teams of 20-30 bankers. Previously she held roles of increasing responsibility at Westpac, St George, and National Australia Bank. She has strong skills in team leadership, client relationship management, and achieving performance targets. She seeks to remain in team management and financial services.

1. Curriculum Vitae
Samantha King
402/29 Newland Street Bondi Junction, 2022
Mobile: 0439 259 000
Email: Samanthajustineking1990@gmail.com
Overview
For the past 3 years I have been working in the financial services industry within an outsourced
business on behalf of Westpac Banking institution. Beginning my role at customers 1 to 1 as a
customer service representative and internally progressing from a 2IC to now managing my own
team for just short of two years. In this time I have gained invaluable insight into the world of
managing people and KPIs as well as building client and customer relationships. As a manager I
value the requirement for a strong team culture, to lead a team first you must have a proven ability
to communicate clearly with your employees and upper management. A capability to time manage
clerical responsibilities is paramount in order to establish trust with employees, clients and
customers. I have a proven track record of providing high level, consistent results from the teams I
have managed. I wish to remain in team management and financial services
Experience
Customers1to1
Advanced level banking (Consumer Connect)
Team Leader (Westpac)
Nov 2014 – present
 Lead and Managed dual campaigns of 20-30
bankers towards internal and client performance
measures, KPI’s and budget targets.
 Mentored and trained 2IC and subject matter
experts to achieve positions in leadership roles.
 Provided ongoing coaching and feedback to team
members in order to develop their interpersonal
and customer service skills.
 Supported and managed the team in their
attendance, absence behaviours and attitude.
 Organised and led the recruitment of all new
bankers.
 Ensured that compliance requirements were met
consistently and effectively.
 Acted as first point of escalation where required.
 Daily Complaint follow-ups and customer
interactions.
 Reporting commentary and feedback for both
internal and external in an accurate and timely
manner.
 Established relationships with clients in many
different departments both internally and
externally.
 Adapted to constant change in a dynamic

2. Curriculum Vitae
Samantha King
402/29 Newland Street Bondi Junction, 2022
Mobile: 0439 259 000
Email: Samanthajustineking1990@gmail.com
environment.
Cards Services 2IC (Westpac)
Feb 2014 – Nov 2014
 Established relationships with clients in many
different departments both internally and
externally.
 Monitored calls; coached and delivered feedback
to team members to develop their customer
service skills.
 Provided ongoing feedback to the Team Leader
on team performance, knowledge gaps,
campaign results and any issues impacting the
smooth running of the team.
 Daily completion of team IDV and compliance in
accordance with Westpac Policies and
Procedures.
 Stayed up to date with current products, policies
and procedures.
 Contributing to team incentives and initiatives by
actively bringing ideas to Team Leaders.
 Ensure 100% accurate documentation of systems
issues and down time where appropriate.
 Adhered to and implemented company Policies
and Procedures as required.
 Shared knowledge through re-education in
response to individuals and the
broader team.
 Maintained a presence on the call floor in order
to resolve issues and queries efficiently and
effectively.
 Maintained a positive attitude at all times,
contributed to keeping the morale high in the
Contact Centre.
 Encouraged a co-operative environment and
teamwork within the team.
 Upheld the integrity of the company values at all
a times.
 Ensuring WH & S requirements are adhered to.
 Provided consistently high standards of service to
each customer.
Card Services Banker (Westpac)
August 2013 - Feb 2014
 Took frontline calls 80-100 per day on Cards
Services skill set.
 Provided consistently high standards of
service to each customer.
 Adhered to KPIs and adherence/productivity.
St George
Card Services Banker
Jan 2012 – May 2012
 Identify customers’ needs. (Assist if possible, If
not transfer to designated department.)
 Up sell current products that customers have or

3. Curriculum Vitae
Samantha King
402/29 Newland Street Bondi Junction, 2022
Mobile: 0439 259 000
Email: Samanthajustineking1990@gmail.com
discuss their current wants need to identify a
more suitable product for cust.
 Meet sales and performance targets. (AHT/HOLD
TIME ETC)
 Develop further knowledge in products the bank
offers.
 Work well in a team & work well in a busy and
always changing environment.
National Australia Bank
Card Services & Business
banking specialist
Jan 2010 – October 2011
 Begin entry level customer service – 6 months.
 Promoted to “Small and Emerging business
banker associate” – duration of time in role.
 Leasing (equipment hire/ Hire purchase &
novated lease.)
 Home loans ( fixed / variable /principle/ interest
only/ offset accounts.)
 Personal loans ( fixed / variable / student.)
 Credit cards ( Personal / business / commercial /
corporate / salary sacrifice)
 Business loans.
 Business products ( Basic deposit accounts/
overdraft accounts / portfolio accounts / interest
bearing / assist accounts / merchant services.)
 Personal and retail banking (Personal deposit /
interest bearing accounts / offset accounts / term
deposits / port folio accounts.)
 Internet banking
 Merchant services.
Qualifications
Escalation Training 2014
Myers Briggs MBTI 2014
Coaching for success training 2014
Fire Warden Evacuation training 2014
Tier 2 Accreditation 2015

4. Curriculum Vitae
Samantha King
402/29 Newland Street Bondi Junction, 2022
Mobile: 0439 259 000
Email: Samanthajustineking1990@gmail.com
References
Michael Jermyn – Campaign manager
Customers 1 to 1 Pty Ltd.
0423 169 270
Peter Guy –Operation manager
Customers 1 to 1 Pty Ltd.
0416 213 992
Jose Kihi – Team manager
NAB
0412 558 452
Professional Employment History
Previous employment: References available on request.
Peakbound Holdings
Feb – April 2013
ANZ life insurance sales advisor
Gloria Jean’s Park Central
Oct – Jan 2012
Barista
Gloria Jean’s Wattle Grove
Feb 2009 Jan 2010
Barista