Carolynne Peacock-Willingham
Mulgrave,VIC
Summary
Dynamic professional with a proven track record at Commonwealth Bank, excelling in customer service management and team leadership. Skilled in performance evaluations and conflict resolution, I foster a collaborative environment that enhances service quality. Recognized for streamlining operations and driving continuous improvement, ensuring high customer satisfaction and loyalty.
Experienced with managing front desk operations. Utilizes effective communication and organizational skills to ensure smooth administrative processes. Track record of fostering professional and welcoming environment.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Receptionist Manager
Leishman Financial Services Pty Ltd
08.2023 - Current
- Greeted and assisted visitors, ensuring a welcoming environment.
- Scheduled appointments and coordinated meetings for staff and clients.
- Maintained organized front desk area, enhancing operational efficiency.
- Supported administrative tasks, including data entry and document filing.
- Streamlined office operations for increased efficiency, implementing organized filing systems and optimizing appointment scheduling processes.
- Contributed to office cost reduction initiatives by monitoring inventory levels of supplies and making informed purchasing decisions based on needs analysis.
- Managed sensitive client information with discretion, ensuring the utmost confidentiality and adherence to privacy regulations.
Customer Service Manager
Commonwealth Bank
12.2000 - 07.2023
- Trained team members on effective communication and problem-solving techniques.
- Managed daily operations of customer service department, ensuring adherence to quality standards.
- Resolved customer complaints swiftly, maintaining a positive brand reputation.
- Monitored key performance indicators to assess team performance and drive continuous improvement initiatives.
- Facilitated regular training sessions to boost team knowledge on products and services offered.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Fostered culture of continuous improvement, leading to consistently high service standards.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Education
High School Diploma -
Glen Waverley Secondary College
Glen Waverley, VIC12-1988
Skills
- Greeting and seating clients
- Customer service focus
- Staff management
- Performance evaluations
- Document review
- Teamwork and collaboration
- Customer service
- Time management
- Problem-solving abilities
- Active listening
- Effective communication
- Conflict resolution
- Risk assessment
- Multitasking
Certification
- Tier 2 Training
Timeline
Receptionist Manager
Leishman Financial Services Pty Ltd
08.2023 - Current
Customer Service Manager
Commonwealth Bank
12.2000 - 07.2023
High School Diploma -
Glen Waverley Secondary College
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