CLAIRE KELLY

CURRICULUM VITAE

Personal Details

Name: Claire Kelly

Address: 89 Summerfield AvenueQuakers Hill NSW 2763

Telephone: 0416 083 502

Email: kelly.a.claire@gmail.com

Executive Summary

I am confident that by reading this resume you will see that my 15 years of employment has positioned me well and armed me with the skills I feel that I will be a worthy of selection within your company.

I will be able to clearly demonstrate a steady career path, a constant flow of training that has evolved from this career path and the ability to demonstrate my progression. This achievement is one that I seek to take forward to achieve performance driven results, teamwork and a customer focused invigorated team.

As a prospective employee I would endeavour to work within a team that will allow me to be challenged by my work. I feel that I demonstrate the ability to be creative and use my expertise to provide imaginative solutions coupled with service excellence.

Career Overview

• Westpac Banking Corporation• Commonwealth Bank of Australia • Insurance Australia Group Ltd• Herron Todd White Pty Ltd • Rabobank Australia Ltd• GE Commercial Finance Ltd• The Travel Corporation Ltd• Solid retail banking experience with visible results

Personal Attributes

• Excellent communication skills - both oral and written• Team player with leadership qualities• Organisational skills, ability to meet deadlines• Client focused• Proficient time management skills with attention to detail• Excellent interpersonal skills• Analytical in solving problems • Meticulous

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• Responsible• Diligent

Employment History

Company: Manpower Contracted to NCR/Westpac Banking Corporation

Date: April 2015 – July 2016Position: ATM Operations Specailist, Cash & ATM Services

Responsibilities

• Liaise with providers (TOLL, ITS, NCR, Prosegur) to dispatch. technicians and guards to fix and replace ATM’s.

• Complete problem solving technical support to the network advising how to fix and repair machines before sending out technicians.

• Work with the Branch Network to insure all machines are in working order.

• Take approx. 40-50 calls per day with queries and issues.• Complete daily reporting of the condition of the network’s ATM’s.• Monitor all machines in the next work (ATM, Coin Deposit Machines,

Business express deposit, Cash exchange machine, Teller Cash Recycling Machine).

AchievementsEnsured availability of the network was over 98% for all brands each week.

Company: Insurance Australia Group LtdDate: July 2011 – August 2013Position: Insurance Solutions Consultant – Sales/Branch Responsibilities

• Interact with customers on a daily basis via phone and face to face.• Provide quotations to clients for such products as home and car

insurance.• Convert quotations to insurance policies for clients.• Set up leads to other business within the IAG umbrella.• Comply with Government guidelines in regards to the FSRA.• Comply with strict KPI to strive for excellence• Balance cash/EFTPOS/cheque payments each shift whist complying

with guidelines.• Use solution-based selling techniques• Display behaviors that align to IAG Employee Pledge – owning and

driving my own performance, doing my best for our customers, teamwork and continuous development.

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Company: Commonwealth Bank of AustraliaDate: November 2009 – April 2011Position: Customer Service Representative

Responsibilities

• Interact daily with clients by phone/email to develop customer relationships, sale opportunities and facilitate customer retention.

• Used my knowledge of banking products and services to attend to the customers’ identified financial needs.

• Responsible for processing transactions necessary to satisfy customer enquiries, along with all associated clerical work.

• Refer customers with more complex financial needs to specialists within the bank other than my skill sets.

• Pro-actively identify opportunities to better serve customers by demonstrating a high level of product knowledge gained through participation in ongoing training.

• I have actively worked towards resolving customer enquiries and/or complaints in a prompt professional and caring manner.

• Organise and control duties that are delegated and process and complete own daily work as directed.

• I have been able to optimise the CSC’s income by collecting appropriate customer fees i.e. Dishonour fees etc.

• I have also achieved and exceeded established individual performance targets relating to service quality and operational performance.

• Achieve personal sales targets with a 172% within my PFnR.• Assist in on the job training for others who may by newly appoint to

the Customer Service Representative role.

Achievements

In my time as a Customer Service Representative I was given priority selection to be trained for our Net banking facility based on my performance within 2 months of my employment.

Also during my time also I participated in the Direct Banking 13 2221 SMS Balance Alert Trial competition nationwide where I was placed 1st overall out of 600+ representatives.

I have also been multi skilled in all aspects of 24 hour Representative lines of business i.e. generals, net banking, credit cards and email support.

I have also demonstrated my analytical skills by completing nightly reporting for my Team Leaders i.e. Symposium.

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I have also undertaken Relief Assistance Team Leader responabities when required.

I have also had the opportunity to train new staff with increasing their skill set knowledge by budding, mentoring and being available and approachable to answer queries whilst mentoring.

I have also demonstrated by leadership skills by taking on extra responsibilities by conducting team meetings and training sessions when required.

I believe during my time at the Commonwealth Bank I have been able to demonstrate my knowledge, maturity, leadership skills and accountability for my actions and for the actions of my team.

Company: Herron Todd White Pty LtdDate: March 2008 – November 2009Position: Senior Customer Service Officer

Responsibilities

• Responsible for processing valuation requests from major lenders. • Responsible for prioritising valuation request for Valuers.• Management of strict deadlines & SLA’s.• Liaise via phone, fax, email and internet with major lenders and

private customers.• Provide quotations on private valuations looking to be conducted.• Completed finalising invoicing when valuations are complete.

Achievements

During my time at Herron Todd White I have been able to demonstrate my ability to work well under pressure. I have been awarded the responsibility of prioritising the daily workflow.

Company: Rabobank Australia LimitedDate: November 2006 – March 2008Position: Client Services Officer – Retail Deposit/ Loans

Responsibilities

• Responsible for all Investment Premium clients with a portfolio retention of over $500 million.

• Responsible for setting Premium investment clients rates and margins for Short Term and Bond products.

• Assisted in the creation of efficient management tracking tools of Premium clients.

• Responsible for a staff of approx 6 people delegating workloads.

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• Answered inbound calls in support of customer needs in relation to Investment Deposits and Loan products.

• Conducted outbound calls to investment clients in regards to there daily investments that have matured advising current interest rates.

• Reviewed and resolved application issues.• Set up new Deposit investment applications.• Answered calls in relation to Internet banking queries (RIBS).• Answered calls in relation to activation and re-ordering of clients

Visa cards, cheque books and deposit books.• Performed audits on account as instructed via clients accountants.• Performed queries in multiple databases to assist clients with the

banking needs.• Performed draw-down’s on client’s accounts.• Assist in the development and implementation of new products

from an administration perspective.• I have been able to develop excellent relationships with other areas

of the Bank.• Adhered to government monetary regulations.

Achievements

Whilst working at Rabobank I was given the responsibility of looking after our Investment Premium clients, in turn I have developed some close knit relationships with these clients and have retained the trust and their business.

Company: GE Commercial Finance LtdDate: January 2004 - November 2006Position: Pacific Premium Funding

Senior Marketing Co-ordinator

Responsibilities

• Worked one-on-one with two Senior Marketing Managers to enhance profit and retention with their portfolios.

• Responsible for Debt collection with portfolio’s.• Conducted Baycorp credit checks on perspective and current clients

to assess credit ratings.• Responsible for the updating and the training of our broker

interactive website Pacific EDGE.• Answered inbound calls in support of Broker and clients needs to

Premium Insurance finance.• Checked all application where processed in a timely manner and

approved application when required.• Performed data entry when required of new applications.

Achievements

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I progressed from been the receptionist for GE Commercial Finance – Pacific Premium Funding to becoming an Marketing Co-ordinator within 6 months of starting with the company. I gained the respect and trust of staff and clients within this time and in turn was awarded senior responsibilities such as loan approval.

Company: The Travel Corporation LtdDate: April 2002 – December 2004Position: Assistant Workforce Planner

Responsibilities:

• Performed weekly, monthly and yearly statistical analysis of call centre performance for Australia and New Zealand.

• Produced weekly and monthly rosters for call centre staff.• Processed all annual leave for both countries approx 120 staff.• General administration duties

Education and Training

Currently studying Bachelors’ degree in Behaviour Science – Psychology.

2009 Cert. 3 in Financial Service

2006 OH & S Officer Course

2005 Senior 1st Aid officerSt Johns Ambulance

2001 HSC CertificateTerra Sancta College, Quakers Hill

2001 Cert. 2 in Retail Sales and Operations - TourismTAFE College – Quakers Hill

Computer Skills

• Proficient with Microsoft Applications • Advanced Excel• Lotus Notes• Globus • Filenet • I mange• Faxination• Blue Pumpkin• Galileo• Desktop banking• VIPA

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• VMS• Commsee• I-Source

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