Hi, I’m
Caroline Geerlings
Customer Operations Consumer Finance
Melbourne,VIC
Summary
. Proven leader with a track record of enhancing customer satisfaction and boosting team productivity at NAB.
. Skilled in fostering exemplary customer service and directing teams to achieve significant outcomes, including a $250,000 sales increase at Provincial Home Living.
.Demonstrates exceptional relationship-building and problem-solving abilities, contributing to superior service delivery and client retention.
Overview
28
years of professional experience
Work History
NAB
Customer Operations Specialist
11.2022 - Current
Job overview
- Boosted team productivity by providing ongoing training and support to fellow specialists
- Managed high volumes of customer inquiries, effectively prioritizing tasks to meet deadlines consistently
- Collaborated closely with cross-functional teams to ensure seamless customer experiences across all touchpoints
- Increased client retention with exceptional relationship-building skills and proactive problem-solving abilities
- Improved processes to engage with our customers in a more positive way
- Implemented processes to reduce customer branch visits
NAB
Verifications Supporting Documents
03.2020 - Current
Job overview
- Cross referenced supporting document information between Broker and credit assessment team
- Receiving information provided and relaying missing information required to complete the assessment process
- Ordered Title Searches
- Required to make deadlines to ensure fast and prompt service for our customers
- Consistently worked overtime during the Covid period to ensure our customers were not impacted during high volumes
Advantedge Financial Services
Administration Officer
10.2019 - 03.2020
Job overview
- Developed strong working relationships with colleagues, contributing to a positive work environment
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner
- Transmitted information and documents to internal personnel
- Aided colleagues, managers, and customers through regular communication and assistance
- Completed and escalated valuations for BDMs
Provincial Home Living
Manager
01.2017 - 03.2019
Job overview
- Managed and motivated employees to be productive and engaged in work
- Accomplished multiple tasks within established timeframes
- Maintained professional, organized, and safe environment for employees and patrons
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
- Increased sales revenue by $250,000 in 1 year
Crown Melbourne
VIP Services and Events Manager
01.1997 - 07.2008
Job overview
- Managed budgets effectively, optimizing allocation of resources to maximize event impact
- Managed administrative logistics of events planning, event booking, and event promotions
- Delivered exceptional customer service to attendees, addressing concerns promptly and professionally
- Streamlined event operations for improved efficiency and cost-effectiveness through comprehensive logistical management
- Organised inbound and outbound private jet arrivals for our high-end gaming patrons
- Responsible for all hotel accommodation and transportation for all arrivals and departures
- Arranged special events for individual and group events
- Arranged local gaming events for golf tournaments at Crown's Private golf course
Education
University High School, Parkville, VIC
University High School
01.1986
Skills
- Exemplary Customer Service Skills
- Strong Work Ethic
- Proven Sales Results
- Strong Team Building Skills
Accomplishments
- Organised a tree planting day for over 150 staff which included all donations from various companies and invited high profile celebrities including Mayor of Richmond to support the cause and raise awareness.
- Was chosen to be the personal assistant to Elton John and Billy Joel whilst they performed and stayed at Crown.
- Awarded Crystal club award for employee of the month at Crown Melbourne.
Timeline
Customer Operations Specialist
NAB
11.2022 - Current
Verifications Supporting Documents
NAB
03.2020 - Current
Administration Officer
Advantedge Financial Services
10.2019 - 03.2020
Manager
Provincial Home Living
01.2017 - 03.2019
VIP Services and Events Manager
Crown Melbourne
01.1997 - 07.2008
University High School
University High School
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