Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Caroline Rogers

Pakenham,Vic

Summary

A highly passionate, customer-focused leader who has acquired substantial experience within the banking industry and demonstrated ongoing success in delivering incredible customer service outcomes. Possessing a strong commercial acumen, with the ability to drive business growth and initiate improvement initiatives. Recognized as an authentic, collaborative leader who empowers, motivates and leads the team to deliver the best possible outcome and be the best version of themselves. Focused on exceeding customer experience expectations by introducing emerging technologies, tools and practices. Determined to leave a long-lasting positive impression where customers have a sense of belonging. I am also a Justice of the Peace and I pride myself on my community involvement and volunteer work.

Overview

36
36
years of professional experience

Work History

Bank Manager

Westpac
09.2013 - Current
  • Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences.
  • Lead a team of banking professionals, providing regular coaching and development opportunities for career growth.
  • Assessed employee performance and developed improvement plans.
  • Fostered strong relationships with clients by addressing their needs promptly and providing personalized financial solutions.
  • Implemented risk management processes to identify potential risks, reducing losses and maintaining compliance with regulatory requirements.
  • Optimized staff productivity through effective scheduling, task delegation, and performance monitoring.
  • Boosted branch revenue through targeted marketing campaigns aimed at attracting new clients and retaining existing ones.
  • Resolved escalated customer issues quickly and efficiently while demonstrating empathy towards clients' concerns resulting in higher customer retention rates.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Collaborated with cross-functional teams to develop strategies for improving overall lending performance.
  • Established positive relationships with clients based on trustworthiness and open communication channels throughout the entire lending experience.

Branch Manager

CUA
09.2005 - 09.2013
  • Started my career at CUA as a Member Service Advisor in September 2005
  • In 2007 I was promoted to Member Relationship Advisor at Dandenong branch then later in 2010, I was promoted to Branch Manager based in the Latrobe Valley
  • Whilst in the Latrobe Valley, I looked after 2 branches with 8 FTE across both sites
  • In 2012, CUA made the decision to amalgamate both branches which opened up the opportunity for me to move back to the metropolitian area and I am now based at Doncaster with an FTE of 4

Sales & Service - Contact Centre

ANZ Bank
04.2004 - 09.2004
  • At ANZ I was employed to work in the call centre for a newly created position for outbound calling
  • My role here was to contact existing customers proactively to book appointments and complete credit card applications and insurance applications.
  • Achieved high customer satisfaction ratings by providing excellent service and addressing client concerns effectively.
  • Exceeded monthly sales targets consistently by employing effective sales techniques and persuasive communication skills.

Business Development Manager

Coca Cola Amatil
09.1993 - 09.2003
  • Started my career at Coca Cola Amatil in 1993
  • I started as a credit controller until 1998 and then moved into business development from 1998 to 2003
  • Credit Controller - my responsibilities as a credit controller was to take care and manage over 4000 account through out victoria and Tasmania
  • This also included regular monthly visits to Tasmania to visit clients and staff
  • Business Development Manager - as a BDM I had the responsibility of managing my own territory which covered the South Gippsland region
  • Calling on 25 clients per day, managing stock levels for clients, merchandising to increase sales
  • Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
  • Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
  • As a BDM I received numerous awards for sales and service and I was also the first BDM in victoria to have 100% penetration of Vanilla Coke when it was launched.

Credit Manager

HWJ Wines & Co P/L
01.1993 - 01.2003

Credit Controller

BE Hire P/L
03.1992 - 01.1993

Sales Assistant/Bookkeeper

Jenayne Investments P/L
01.1989 - 01.1992
  • Full credit control of approx 600 accounts.

Education

BAS Agent -

01.2011

ACCM - Certificate IV in Financial Services -

01.2007

Business Management
01.2004

ACCM Certificate IV in Financial Services
01.2004

Diploma of Banking Services
01.2004

Chisholm College - Business Management -

01.2003

Dimentions of Professional Selling - CCA -

01.2002

High School Diploma -

Noble Park College
01.1986

Skills

    Operational Efficiency

    Branch Administration

    Cash Management

    Credit analysis

    Planning and coordination

    Relationship building and management

    Risk Assessment

    Staff Management

    Business Relationship Management

Affiliations

  • Cranbourne Chamber of Commerce
  • Women of Westpac - committee member

Timeline

Bank Manager

Westpac
09.2013 - Current

Branch Manager

CUA
09.2005 - 09.2013

Sales & Service - Contact Centre

ANZ Bank
04.2004 - 09.2004

Business Development Manager

Coca Cola Amatil
09.1993 - 09.2003

Credit Manager

HWJ Wines & Co P/L
01.1993 - 01.2003

Credit Controller

BE Hire P/L
03.1992 - 01.1993

Sales Assistant/Bookkeeper

Jenayne Investments P/L
01.1989 - 01.1992

BAS Agent -

ACCM - Certificate IV in Financial Services -

Business Management

ACCM Certificate IV in Financial Services

Diploma of Banking Services

Chisholm College - Business Management -

Dimentions of Professional Selling - CCA -

High School Diploma -

Noble Park College

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Caroline Rogers