Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
Generic

Amanda Pitts

Woori Yallock,VIC

Summary

Accomplished Branch Manager with a proven track record at NAB, excelling in team leadership and risk management. Spearheaded initiatives that significantly enhanced customer satisfaction and loyalty, while adeptly managing financial operations and staff development. Skilled in relationship building and operational efficiency, consistently boosting branch performance and profitability.

Enthusiastic professional experienced in leading branch staff to exceed sales goals while delivering excellent customer service. Versatile branch manager offers financial consulting, cash handling and employee coaching and training expertise coupled with outstanding time management and conflict resolution skills. Seasoned leader with several years of experience overseeing day-to-day operations of branch. Committed to finding creative ways to motivate employees to exceed customer service and sales goals.

Overview

16
16
years of professional experience

Work History

Branch Manager

NAB
HEALESVILLE, VICTORIA
05.2023 - Current
  • Created and updated financial reports on frequent basis to present information to leadership teams.
  • Facilitated weekly meetings with staff members to discuss progress on current initiatives.
  • Ensured compliance with established policies, procedures and regulations governing banking operations.
  • Resolved escalated customer complaints in a timely manner.
  • Managed and inspired team members to perform to full potential, driving branch profitability.
  • Developed strategies to increase customer satisfaction and loyalty.
  • Implemented internal control procedures to minimize risk exposure and maximize profitability.
  • Verified cash by balancing cash drawers and maintaining cash count records.
  • Created reports summarizing operational performance metrics for senior management review.
  • Grew business banking relationships through proactive outreach.
  • Performed regular audits of financial records in order to ensure accuracy.
  • Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
  • Assisted other branches when needed during peak periods or special projects.
  • Provided guidance and support to team members regarding problem resolution and customer service issues.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
  • Conducted regular performance reviews for all employees in the branch.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

CA2

NAB
Emerald, Vic
07.2022 - 05.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Updated and maintained databases with current information.
  • Completed day-to-day duties accurately and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Online Manager

Woolworths
Seville, Vic
12.2015 - 07.2022
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Balanced workloads to meet targets without overtaxing employees.
  • Coached and trained new staff members, providing guidance on department policies and procedures.
  • Lead and manage a team of 15 employees in the Department, ensuring that all tasks are completed efficiently and on time.
  • Handled shift overstock, restocking and inventory control.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Evaluated employee feedback surveys regularly to identify areas of improvement in customer service delivery.
  • Recruited and trained new employees to meet job requirements.
  • Followed safety protocols and company processes and procedures.
  • Performed opening and closing duties as part of management team and handled cash management.
  • Resolved customer complaints and issues promptly and professionally.
  • Implemented customer service standards, ensuring high levels of customer satisfaction.
  • Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
  • Assisted Human Resources in recruiting qualified candidates for open positions within the Department.
  • Led team meetings to communicate targets, share updates, and gather feedback.
  • Analyzed weekly reports to identify areas for improvement in operations, budgeting, and staffing levels.

Mortgage Collections Senior Officer

ANZ
Melbourne, Vic
03.2009 - 11.2015
  • Answered customer questions regarding account discrepancies or problems.
  • Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
  • Assisted customers by providing information regarding available options for resolving delinquency issues.
  • Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
  • Recorded information about status of collection efforts.
  • Developed strategies to recover overdue payments while maintaining a positive relationship with customers.
  • Reviewed delinquent accounts to determine appropriate action for resolution.
  • Advised delinquent customers on strategies for debt repayment.
  • Ensured compliance with Fair Debt Collection Practices Act regulations at all times.
  • Assisted in the training of new collections personnel as needed.
  • Monitored team performance, providing feedback and coaching to enhance productivity.
  • Provided guidance to staff members on proper collection techniques.
  • Delegated work to staff, setting priorities and goals.
  • Ensured compliance with all applicable laws, regulations and company policies related to collections activity.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.

Education

Legal Secretary Certificate - Legal

Swinburne University of Technology
Melbourne, VIC
12-2002

High School Diploma -

Pembroke Secondary
Mooroolbark, VIC
11-1997

Skills

  • Relationship building and management
  • Excels in team leadership
  • Account analysis expertise
  • Expert in risk management
  • Cash handling expertise
  • Reliable
  • Excellent time management skills
  • Client acquisition
  • Goals and performance
  • Strong interpersonal skills
  • Verbal/written communication
  • Staff training
  • Human resources
  • Key performance indicators
  • Loans
  • Operational reports
  • Excellent communication skills
  • Customer relationships
  • Information management
  • Staff management
  • Performance reviews
  • Relationship building
  • Strong team-builder
  • Employee development
  • Coaching and mentoring
  • Attention to detail

Affiliations

  • Avid Essendon Supporter, loves the AFL
  • Skilled Netball Coach and mentor
  • Current Preisdent Upper Yarra Netball Association since 2020
  • Mother of two adult children
  • Dog mother of 4 dachshunds

Accomplishments

  • Queen Scout Award receipient 1997
  • Successfuly raised two children and got them through VCE and one through University

Timeline

Branch Manager

NAB
05.2023 - Current

CA2

NAB
07.2022 - 05.2023

Online Manager

Woolworths
12.2015 - 07.2022

Mortgage Collections Senior Officer

ANZ
03.2009 - 11.2015

Legal Secretary Certificate - Legal

Swinburne University of Technology

High School Diploma -

Pembroke Secondary

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Amanda Pitts