Chloe Bernardin
Wellard,WA
Summary
Highly motivated manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Manager
Bankwest
05.2023 - Current
- Effectively leading newly created teams within the Customer Engagement Centre that require a strong leader to support colleagues through change whilst driving positive team culture and achieving desired business outcomes.
- Recruited, interviewed and hired employees and implemented personalised coaching plans to build colleague skill sets, promoting positive feedback and engagement.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Accomplished multiple tasks within established timeframes.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members across the Customer Engagement Centre to maximise team agility and performance.
- Defined clear targets and objectives and communicated to my team to achieve key performance indicators.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Managed and motivated employees to be productive and engaged in work.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Led change management initiatives to drive organisational transformation without compromising employee morale or productivity levels.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Area Manager Point of Reference for Country South
Bankwest
09.2022 - 05.2023
- As acting Area Manager during leave periods, I provided support to Branch Managers by assisting with performance management, new hires and assigning appropriate resources across the branch network.
- Working with Branch Managers across all of WA as a coach for their teams as Bankwest began transitioning to a fluid workforce, providing guidance on best practices and identifying skill building opportunities to effectively meet the needs of the business.
- Attending regular meetings with key stakeholders to provide updates on area outcomes.
- Established clear objectives for the area, setting expectations to manage daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Coordinated with various departments to facilitate smooth communication, enhancing operational effectiveness.
Branch Manager
Bankwest
07.2018 - 05.2023
- Performed banking, business administration and financial tasks to provide excellent services for clients.
- Cross-skilling my team to confidently step outside of their day to day role and provide support to other areas within the bank who required support.
- Effectively drove a positive team culture within my team and the Country South area, actively promoting people and culture initiatives as well as providing support to all staff including newly hired Branch Manager and staff members to the branch network.
- Successfully leading my team through change, ensuring they were comfortable with change and able to be adaptable when needed.
- Upheld strict compliance to meet regulatory obligations.
- Evaluated employee performance regularly through observations and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Enhanced branch production by upholding a strong operating rhythm, handling staff conflicts, hiring, and termination processes and coaching employees.
- Engaged employees in business processes with positive motivational techniques.
- Assessed employee performance and developed improvement plans.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Regularly engaging with key stakeholders to ensure effective management of neighbouring branches was achieved.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Implemented non-negotiable expectations within my team relating to providing excellent customer service, ensuring my team remained customer focussed that lead to consistently achieving Net Promoter targets relating to customer satisfaction.
- Utilised data-driven insights to make informed decisions regarding staffing levels to maintain smooth functioning of branch operations at all times.
- Track branch outcomes against annual targets and adjust daily/weekly goals to ensure we remained on track to successfully achieve all key performance indicators.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
Customer Specialist
Bankwest
03.2018 - 07.2018
Customer Consultant
Bankwest
10.2016 - 03.2018
Teller One
Bankwest
05.2016 - 10.2016
Customer Contact Centre
Bankwest
11.2011 - 01.2015
Education
Tier 2 General Advice - Financial Services Reform Act (FSRA)
Kaplan Professional
2012
Western Australian Certificate of Education (WACE) -
Manjimup Senior High School
Manjimup, WA2010
Skills
- Highly motivated to consistently perform at the best of my ability whilst demonstrating core values at all times to foster a positive team environment
- Excellent organisational and time management skills with the ability to effectively plan and prioritise tasks
- Strong interpersonal skills with the ability to create positive relationships with colleagues and key stakeholders
- Adaptable to business needs, shifting focus when needed
- Problem solving and critical thinking, applying good judgement to all decisions
- Administration, data analysis and reporting
- Engaging with an open and positive mindset, viewing change and challenges as opportunities for growth
- Decision making and prioritisation
- Proven ability to identify opportunities to coach and develop staff through observations and analysing data, working with people to be successful within their role
- Effective performance management
Accomplishments
- Bankwest Ultimate Success winner and national finalist 2023.
- Leading change through coaching and training colleagues across Personal Banking.
- Point of reference and acting Area Manager.
- Risk Champion for the region.
- People and Culture Champion for the region.
- Attending leader Development Days in panel style interviews to share my insights and success regarding career development and people leadership.
References
- Rikki Philpott, Area Manager Metro South, 0457 532985
- Nicole Tufts, Area Manager Country North, 0472 876483
Timeline
Manager
Bankwest
05.2023 - Current
Area Manager Point of Reference for Country South
Bankwest
09.2022 - 05.2023
Branch Manager
Bankwest
07.2018 - 05.2023
Customer Specialist
Bankwest
03.2018 - 07.2018
Customer Consultant
Bankwest
10.2016 - 03.2018
Teller One
Bankwest
05.2016 - 10.2016
Customer Contact Centre
Bankwest
11.2011 - 01.2015
Tier 2 General Advice - Financial Services Reform Act (FSRA)
Kaplan Professional
Western Australian Certificate of Education (WACE) -
Manjimup Senior High School
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