Xiaoming Qu

• Provided customer-centric banking support, resolving complex inquiries through calls and digital channels, ensuring high satisfaction levels; achieved a customer satisfaction score of 8.74/9 from 478 customers in 2024.
• Enhanced customer experience by providing tailored guidance on digital solutions, personal accounts, and mortgages, adapting to evolving business objectives. Maintained a customer-first approach, ensuring every interaction is handled with empathy, efficiency, and professionalism.
• Served as a Customer Experience Champion, sharing best CX practices within the team to enhance service delivery.
• Communicated with internal stakeholders and cross-functional departments to ensure timely issue resolution.
• Ability to adapt to a fast-paced environment, adjusting focus to meet evolving bank objectives and priorities and to evolving banking processes and regulatory updates to maintain compliance and operational efficiency.
• Managed multiple tasks with conflicting deadlines, balancing customer queries, compliance training, and Nelly questions.
• Proactively coach and mentor new hires as a buddy assisting with their sign-off process and tailor coaching approaches based on experience levels
• Recognized by training managers for maintaining a positive attitude and proactive assistance, leading to increased coaching opportunities.
• Streamlined workflow efficiency by organizing risk updates, follow-ups, and contacts in Microsoft OneNote for quick access.
• Managed multiple tasks with conflicting deadlines, balancing customer queries, compliance training, and Nelly questions.
• Proactively resolve customer queries by leveraging strong product knowledge and cross-functional collaboration with Fraud, Account Opening, and Branch Support teams etc.
• Problem-solving mindset, efficiently resolving customer issues while ensuring compliance with risk and regulatory updates.
• Conducted role modeling and positive behaviours, proactively expanding knowledge across departments to improve service delivery.

Evidence of proven track record of working well within a team and cooperating with other areas across the bank

I actively collaborated with my team and other departments to enhance customer service efficiency. Through proactive customer engagement, I provided tailored advice on personal current accounts, mortgages, and digital solutions, contributing to the team’s top-tier performance.

As a Customer Experience (CX) Champion, I shared weekly CX tips via email and facilitate team discussions to exchange best practices, fostering continuous improvement and alignment with the bank’s service standards.

I collaborate effectively with departments like the Customer Advisory Team, Account Opening Team (AOT), Fraud, and Branch Support. I also take proactive steps to minimise escalation where possible. For example, when handling held payments due to fraud, I conducted external transfer-related checks and Confirmation of Payee (COP) verifications before reaching out to the Fraud team. This approach reduces workload and unnecessary escalation for other teams, boosts productivity, and enhances the customer experience.

Evidence of strong customer focus with a desire to continually improve our customer satisfaction

I am committed to delivering high-quality customer service by placing customer needs at the heart of my daily responsibilities. To ensure positive outcomes, I leverage my strong product and process knowledge, using the PIETER framework as a guiding principle to provide clear, professional, and effective support.

To continually improve customer satisfaction, I go beyond resolving immediate issues. At the end of each call, I ask customers if they would recommend the bank and seek specific feedback on their experience. For long-standing customers, new-to-bank customers, and mortgage customers, I tailor my questions to understand their satisfaction with the service received or the products they hold rather than asking recommendation questions only to all customers as everyone's needs are unique and should be seen.

Evidence of adapting to a fast-moving, changing customer-centric environment

Throughout my 1 year and 7 months as a Customer Service Advisor, I have consistently demonstrated my ability to adapt to a fast-paced and evolving environment. I align my focus with the bank’s yearly objectives, seamlessly shifting priorities to meet changing business needs. For example, I have transitioned my focus from promoting digital solutions to acquiring new PCA customers and new mortgages, and this year’s goal of acquiring 6,000 active PCA customers.

To ensure compliance and deliver accurate information, I adapt to risk updates, continuously refining my knowledge of bank policies, risk procedures, and product offerings. This enables me to provide customers with up-to-date, compliant solutions while maintaining service excellence.

Additionally, I efficiently manage multiple tasks with conflicting deadlines, balancing customer queries from various channels, mandatory training, Nelly questions and buddying in the training bay and other service teams. Even in a rapidly changing environment, I keep the customer at the heart of my decisions, ensuring their needs remain the top priority while effectively navigating shifting circumstances and expectations.

Evidence of solving problems, and overcoming obstacles with the customers at the heart of what I do

I consistently demonstrate strong problem-solving skills by applying active listening, empathy, root cause analysis, and a solution-focused approach. My commitment to continuous learning ensures I stay equipped to handle complex issues effectively leading complaint resolution rate exceeding 76% in 2024.

A deep understanding of processes and product offerings allows me to handle complex customer issues with confidence and efficiency. I proactively seek learning opportunities across departments to prepare for unexpected challenges. For example, while handling secure mail queries, I took the initiative to request a Squiggle session with the Digital Team to gain insights into their response management. This enabled me to provide more accurate and timely solutions, enhancing the customer experience.

Evidence of the ability to challenge processes to improve productivity and processes

I proactively challenge processes to enhance productivity and efficiency within my role. Recognizing the difficulty in summarizing personal KPIs from the group's KPI tracker, I designed a personal KPI tracker to independently monitor my progress. This allows me to take full ownership of my performance, ensuring I stay on track without relying on my manager or coach.

To further boost efficiency, I organized key work-related information in Microsoft OneNote, consolidating risk updates, follow-ups, tasks, and important contacts into a single, easily accessible location. This has significantly improved my productivity and response time when handling queries.

Additionally, I actively collect and escalate customer feedback to drive improvements. For example, customers often found it difficult to contact the Fraud Team when a payment was held. Along with other advisors, I raised this concern to the Culture Club, leading to the implementation of a dedicated fraud helpline, improving customer experience and resolution efficiency.

By identifying process inefficiencies, implementing self-driven solutions, and advocating for customer-centric improvements, I contribute to a more effective and streamlined working environment.

Evidence of the ability to coach the appropriate skills and behaviours while role modelling and always exuding a positive attitude.

I am passionate about coaching and mentoring by fostering a supportive and positive learning environment. As a buddy in both the training team and service team, I have actively supported new hires by assisting training managers and coaches in the sign-off process. This includes monitoring calls, conducting role plays, and providing constructive feedback to help them develop confidence and essential skills.

I approach coaching with empathy and efficiency, remembering my own challenges when I first joined the bank. I proactively share my experiences and insights beyond standard training materials, ensuring that new hires feel supported and well-equipped to adapt to their roles. My positive attitude and willingness to assist have been recognized by the training manager, leading to more opportunities to support new joiners compared to other advisors.

Additionally, I tailor my coaching approach based on the experience level of new hires. For new joiners, I focus on active listening, process adherence, and foundational skills. For those in the graduate team, I provide mentorship on holistic conversations, aligning with the bank’s yearly objectives, and developing a customer-centric mindset.

By role modeling best practices, maintaining a positive and proactive approach, and adapting my coaching style to individual needs, I help build a strong, confident, and high-performing team.

• Streamlined booking process by completing multitasks, including dealing with high volume of bookings via multiple channels, ensuring over 200 bookings successfully made every week with special requirements accommodated where possible and complaints resolved in a timely manner.
• Assisted HR manager in managing recruitment process, including receiving CVs via email, communication with applicants post-CV review and scheduling interviews.
• Processed invoices on QuickBooks; customised menus collaboratively with chef's team based on purchase orders received and business customer budgets; maintaining collaborative relationships with internal and external stakeholders, including shareholders, suppliers and representatives of business customers via emails and phone calls ensuring smooth liaison between the parties
• Innovated receipts journal for deposits to enhance the accuracy of details of group booking, reducing errors of bookings along with complaints received by 25% - 30%; proactively communicating with business representatives or VIPs in order to track highly variable booking status ensuring the booking details are always up-to-date and high quality service can be maintained during peak seasons.