Cheryl Hollands
Meadows,VIC
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
18
18
years of professional experience
Work History
Casino Manager
Crown Melbourne
01.2023 - Current
- Improved casino operations by streamlining processes and implementing efficient systems.
- Increased customer satisfaction through attentive service and quick resolution of concerns.
- Managed team of 50+ employees, ensuring optimal performance and productivity.
- Developed marketing strategies to attract new patrons and retain existing customers.
- Ensured compliance with gaming regulations by conducting regular audits and maintaining accurate records.
- Collaborated with other department heads to create a seamless guest experience across all areas of the casino.
- Promoted positive work environment by encouraging teamwork, open communication, and ongoing professional development for staff members.
- Incorporated feedback from guests into improvements for both gaming offerings and overall guest experience at the establishment.
- Oversaw recruitment process for staff members, ensuring selection of qualified candidates who contributed positively to company culture and performance standards.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
Bank Manager
Westpac Bank
01.2019 - 01.2022
- Displaying excellent managerial and supervisory abilities to successfully drive the team towards the achievement of set tasks and goals
- Driving branch performance through goal and target setting for individuals and the wider team
- Provision of excellent service to customers and clients in a dynamic financial environment, ensuring to provide exceptional client experiences that result in repeat and referral business for the organisation and the branch
- Delivering ongoing exceptional results to meet and exceed targets and key performance indicators
- Compiling, completing and delivering reports regarding performance to Senior Management
- Professionally handling customer or client complaints, whilst seeking to find a mutually beneficial outcome that ensures the organisation retains the customers' business
- Ensuring a professional approach to the role at all times as a direct representative of the business, the branch and the wider brand
- Proficient safe cash handling, including the control of cash levels, balancing cash and error location to minimise errors and increase revenue.
Branch Support Manager - Secondment
Commonwealth Bank
01.2017 - 01.2019
- Providing excellent and consistent support to the area manager regarding 13 branches in the region
- Ongoing assistance with the development of corrective strategies for all sites
- Utilising industry experience and understanding to review and monitor customer service levels, including working closely with the branches regarding improvements through the development of action plans on the Customer Experience Survey
- Completion of key administrative duties within the role, including completing area returns, whilst acting as a point of reference for the area
- Ensuring the wider team and business reach and exceed their outcomes and expectations through the application of astute people management for staff in branches, and line management for the Branch Support Assistant, including planning and allocating for their work
- Displaying HR and legislative knowledge to complete an array of HR based tasks, including reviewing HR reports regarding leave taken, higher duty, overtime, and RDO reconciliations, including assisting with resource planning and coordination of leave to ensure maximum output
- Remaining educational within the role in order to grow as both a professional and an individual within the industry.
Tier 3 and Tier 1 Branch Manager
Commonwealth Bank
01.2014 - 01.2017
- Displaying excellent managerial and supervisory abilities to successfully drive the team towards the achievement of set tasks and goals
- Driving branch performance through goal and target setting for individuals and the wider team
- Provision of excellent service to customers and clients in a dynamic financial environment, ensuring to provide exceptional client experiences that result in repeat and referral business for the organisation and the branch
- Delivering ongoing exceptional results to meet and exceed targets and key performance indicators
- Compiling, completing and delivering reports regarding performance to Senior Management
- Professionally handling customer or client complaints, whilst seeking to find a mutually beneficial outcome that ensures the organisation retains the customers' business
- Ensuring a professional approach to the role at all times as a direct representative of the business, the branch and the wider brand.
Recruitment and Development Manager - Sunshine Coast
Commonwealth Bank
01.2006 - 01.2007
- Displaying excellent and innovation within a pilot position, assisting the growth and further drive of the business in the region
- Utilising industry expertise and knowledge to successfully handle area recruitment and staff development, placing importance in the people within the business, and ensuring to hire individuals that fit team objectives and the desired culture within the organisation
- Ensuring excellence and understanding whilst managing key personnel metrics, including area personal illness and area turnover
- Remaining educational within the role in order to grow as both a professional and an individual, utilising all opportunities to learn from others within similar or senior roles.
Skills
- Employee Relations
- Technical knowledge
- Interpersonal Communication
- Problem-Solving
- Staff Scheduling
- Customer Service
- Continuous Improvement
- Performance Management
- Customer Complaint Resolution
Personal Summary
CHERYL HOLLANDS, Unit 1 168 Wattletree Rd, Malvern, VIC, 3144, Cherylhollands15@yahoo.com, 0424 976 432
Further Information
Upon Request
Further Employment
2
Accomplishments
- Ultimate Success | 2007
- 100% CES | Sunshine Coast Area | Three Times
Employment Related Skills And Strengths
- Proficient within dynamic and varied working environments with culturally and professionally diverse teams in a variety of employment settings
- Excellent customer service skills, ensuring to drive repeat and referral business through creating positive customer experiences and interactions
- Professional phone manner, with a natural ability to solve problems and provide exceptional service in an ad-hoc environment
- Undertaking ongoing responsibility for the integrity of work completed to appropriate and desired quality outcomes
- Ensuring a professional dedication to all roles to ensure a high standard of work
- Consistent and welcomed responsibility within the workplace
- Successful management of time and organisational requirements, with a strong sense of priority and ordering the relevance of tasks
- Open to change, adaptable in new and varying circumstances
- Displays emotional intelligence, enabling quick and effective relationship management and relationship building
- Strong abilities to work autonomously, with a desire to stay busy and keep achieving targets
- High-proficiency with various industry related technology, tools and software
- Confident decision-making abilities with a knack for understanding the needs of the organisation at any time
- Ability to remain calm and productive under pressure, creating confidence in the team and staff
- Takes initiative in order to begin or complete a task without needing prompting
- Intrinsically motivated with an ongoing desire to seek self-improvement and professional advancement
- Professional approach with exceptional presentation and demeanour
Professional Development
Leader of the Future | 2017
References
Upon Request
Timeline
Casino Manager
Crown Melbourne
01.2023 - Current
Bank Manager
Westpac Bank
01.2019 - 01.2022
Branch Support Manager - Secondment
Commonwealth Bank
01.2017 - 01.2019
Tier 3 and Tier 1 Branch Manager
Commonwealth Bank
01.2014 - 01.2017
Recruitment and Development Manager - Sunshine Coast
Commonwealth Bank
01.2006 - 01.2007
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