Angela Smith
Southampton, Hampshire, SO19 9FR | Mobile: 07984613470 |
Email Angela.smith20@lloydsbanking.com
PERSONAL STATEMENT
An ambitious self motivated, confident individual who is extremely passionate about maximizing sales
through my ability to connect with customers and identify their specific needs. I have the ability to motivate
others through recognizing their individual drivers, possessing excellent coaching and communication skills. .
Able to use my own initiative, being adaptable, versatile and resourceful. Embracing new challenges and
taking great pride in working to set objectives, exceeding targets and meeting deadlines. I understand that
planning and time management is essential to team success and achieving business goals.I have successfully
recruited high level staff that fit the business model and align to the values. Showing integrity, I am seen as a
fair, open and truthful individual.
EXPERIENCE
Assistant Relationship Manager 06/15 to Present
Lloyds Bank Commercial
An Assistant Relationship Manager supporting 2 Relationship Managers, their portfolios and risk management
Providing an experience that deepens and retains the customers’ relationship and trust with the Bank, whilst
responding and meeting their needs, using good judgment to exceed expectations and guiding them to
achieve their goals.
Managing existing and develop new business relationships to generate new income, proactively managing an
existing major client base, and ensuring client satisfaction at all levels.
I have received recognition after receiving fantastic feedback during National Customer Service week; I was
nominated by colleagues and Relationship Managers, for delivering excellent customer service, and adding
value.
Line Manager 01/2006 to 06/2015
Lloyds Bank Telephone Banking
Setting a strategy to exceed expectations, engaging in the hearts and minds to inspire, motivate, lead and
develop a team of consultants to be the best, always putting the customer first. Coaching consultants to
deliver an excellent customer experience and meet customers’ needs. I am a qualified complaint handler
specialising in first touch resolution. Planning organizing and delivering appraisals,absence management,
disciplinary meetings to my peers and stakeholders.
Nominated on a monthly basis and received recognition for my coaching ability. More recently awarded the
‘Golden headset’’ TM Coaching award’ for the site for driving excellent customer service.Organising and
presenting impromptu buzz sessions for new sales promotions and initiatives to keep the benefits alive.
Effectively managing T&C scheme and all HR policies. Demonstrating commitment to drive my own
development through devising my own action plan.
Challenging myself and others, successfully achieving sustainable results. Progressive in my approach and
develop innovative new ideas to keeping it simple and effective. I understand the business, the markets in
which it operates, cutting through complexity to create simplicity and focus
An experienced ‘Ambassador’ for Lloyds being part of the recruitment team, interviewing, planning and
delivering New To Bank Training. I have been a mentor and a role model to new employees and several of
these have since been promoted.

Angela Smith
Senior Customer Advisor 01/2004 to 01/2006
Lloyds Bank Telephone Banking
A confident customer service professional with an established background in a customer sales/service
position where telephone professionalism is key to the success of the company, being approachable,
professional and an excellent role model, have a clear telephone manner and good keyboard/data entry skills
Extensive upselling experience and within a position where accuracy and compliance is first and foremost.
Customer Advisor 01/2001 to 01/2004
Lloyds Bank Telephone Banking
The first point of contact for telephone banking, liaising directly with personal customers and meeting their
needs, excellent product knowledge
Fully compliant working within regulatory requirements.
EDUCATION
3 CSE passes in History, Mathematics and General Science
NVQ level 2 Communications in Customer service
Licence to Hire - Groupwide– Elearning
Telephone Banking - Complaint Handling Annual Training
Anti-Money Laundering and Counter TerroristFinancing
REFERENCES
Available on request