Monika Flejterska

Working in highly focused customer service environment to deliver outstanding sales service experience to banking clients.

• Providing direction, encouraging, motivating, supporting and coaching subordinate front office colleagues in meeting daily targets through one to one’s and daily meetings.

• Conducting customers’ interviews using structured Personal Service Reviews in order to affect best solutions, products and services which match customers‘changing needs.

• Dealing with customers’ enquiries and complaints via telephone and face to face by following consistent use of Bank service processes.

• Proactively manage weekly levels of appointments to accommodate available slots in financial planning and mortgage diaries to achieve maximum sales conversion ratio.

• Collaborating with colleagues e.g. FPM, PMA, Corporate, Business, Private and support units such as PLU or RCSC`s to ensure customers receive excellent service, to demonstrate a right first time approach to ensure fair outcomes for customers are demonstrated.

• Identifying existing customers to better target and provide new innovative products that coincide with clients` strategic needs.

• Managing risk by ensuring the Bank`s key regulatory, operational, credit and control process are consistently followed.

• Exercising due diligence on all new account facilities.

• Keeping abreast of prevailing banking codes, policies and procedures.

• Managing a portfolio of existing accounts within pipeline management.

• Summarising, analysing and preparing comprehensive client reports and margin analysis.

• Attending clients meetings and briefs for new account acquisitions.

• Ensure minimal customer attrition by providing high levels of service through focused account management and close engagement.

• Working with product development to ensure that products and services meet client needs.

Responsible for the development, management and execution marketing strategies which in return resulted in an increase of customers. I managed to get few large contracts for the company and increased profitability by 10% a year. I have gained account management experience and strengthen my marketing skills. I have extensive experience in liaising with directors, both within my workplace and with our clients.

• Working directly with the Manager and coordinating a promotional team to develop an awareness campaign.

• Advertising in local papers such as CITY AM, THE DOCKLANDS and THE EVENING STANDARD, magazines such as WELCOME TO LONDON, GQ, TIME OUT and other media such as Internet.

• Designing and generating product promotional materials.

• Controlled effectiveness of advertising campaigns.


Assistant Manager

Working in a demanding environment to deliver excellent service to corporate and individual clients. Believing that leading by example whilst adapting to change, and a hands-on approach, brings increased standards and profits. Skilled in optimising team potentials through the delivery of staff training solutions.

• Providing a high standard of service to meet and exceed customers expectations.

• Motivating, coaching and supervising a promotional team and an internal personnel.

• Developing labour forecast against the budget.

• Maintaing cost level at an absolute minimum by decreaasing stock and cash losses.

• Solving guest complaints and other work related problems in a diplomatcic and pro-active manner.

• Coordinating events and functions within the company.