Mara Jennica Son

• Lead 30+ external bankers across general inquiries, disputes, account closure and digital banking.
• Transformed team performance: NPS 34 → 56 with participation up 63% → 80%+ , sustained >1 year.
• Championed Conversation Assist adoption , linking benefits to productivity → top-ranked team in usage/efficiency.
• Recognized in town halls for top metrics across QA, NPS, CCPOH, and overall performance.
• Supported peer leader capability through best practice sharing and QA corrective coaching.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

ANZ – Step-Up Facilitator (2023–2024)

• Facilitated onboarding and capability uplift for internal/external bankers.
• First training cohort achieved 100% QA in model office .
• Delivered mock calls, real-time coaching, and performance tracking .
• Stepped up as interim leader during classes, meeting all deliverables.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.

• Developed and maintained strong customer relationships, providing exceptional service and advice.
• Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
• Proactively identified potential fraud or suspicious activity, taking appropriate action to protect client accounts and bank assets.

Suncorp – Senior Associate, Motor Claims (2014–2020)

• Managed end-to-end motor insurance claims , including assessment, liability determination, and resolution.
• Handled high-volume inbound and outbound calls , providing timely support and guidance to customers.
• Coordinated excess payments, repair arrangements, and towing services to ensure smooth claims resolution.
• Acted as mock caller and coach during training sessions, delivering feedback and mentoring new team members to uplift capability.

Transcom – Technical Support Representative, Comcast Overnight (2014)

• Provided technical troubleshooting for internet, phone, and cable services, resolving issues efficiently to improve customer satisfaction.
• Supported customers with billing inquiries , explaining charges clearly and accurately.
• Processed EFT payments and ensured transactions were handled securely and promptly.

Sure Travel Newcastle – Trainee Travel Consultant (2012)

• Coordinated domestic travel arrangements including flights, accommodations, and transfers using Galileo, internet tools, and tour operator systems.
• Welcomed clients and managed incoming and outgoing calls , delivering professional customer service.
• Prepared cost estimates for travel and accommodation packages with accuracy and efficiency.
• Provided clients with brochures, publications, and travel information on local customs, points of interest, and foreign regulations.
• Issued transportation tickets using Galileo and internal computer systems.