Summary
Overview
Work History
Education
Skills
Activities and Interests
References
Timeline
Generic

Conna Kelly

Sheldon,Australia

Summary

Dynamic professional with a proven track record at Redland City Council, excelling in complaint handling and continuous improvement. Expert in fostering team performance and driving service excellence. Achieved numerous 100% Quality Assurance reviews at Suncorp, demonstrating exceptional problem-solving and relationship-building skills. Committed to innovation and staff development.

Overview

25
25
years of professional experience

Work History

Senior Customer Service Consultant

Redland City Council
Cleveland, QLD
10.2021 - Current
  • Lead and support the ICCC leadership team in fostering a motivating team culture that drives staff performance and excellence.
  • Oversee daily operations, including staff scheduling, mentoring, and achievement of service targets.
  • Ensure the completion of administrative tasks, reporting, and participation in leadership meetings, and projects.
  • Manage cash-handling procedures and daily balancing.
  • Deliver exceptional customer service by managing complex inquiries and transactions across multiple channels (phone, counter, email).
  • Monitor staff performance, recommend training programs, and assist in setting and tracking service goals, and KPIs.
  • Support team objectives, provide relief for customer service roles, and handle complex issues.
  • Drive continuous improvement in service delivery methods, procedures, and systems.

Customer Value Specialist

Suncorp
02.2021 - 10.2021
  • Respond to customers' personal banking inquiries.
  • Achieving customer service and sales targets.
  • High-level problem-solving and troubleshooting skills to resolve customer queries.
  • Proficiency in operating numerous digital applications.
  • Numerous 100% results on quality assurance reviews.

Client Service Manager

PA Elements
01.2020 - 12.2020
  • Delivered exceptional service to both internal and external clients.
  • Monitoring of workload and timely completion of tasks.
  • Development of detailed procedures to assist with team training and consistent workflow.
  • Implementation of new projects to promote business growth and increase service offerings.
  • Maintaining a high level of confidentiality and compliance.
  • Development of the new team in the Brisbane office.

Associate

SME Wealth Protection
01.2019 - 12.2020
  • Provide high levels of assistance to the Principal Adviser.
  • Developing strong relationships with clients and external service providers.
  • Managed client enquiries efficiently.
  • Researched and completed advice documents.
  • Maintaining a high level of compliance.
  • Hiring and training of support staff.
  • Assisted with a huge growth in new business.

Authorised Representative/Risk Advice Specialist

Pacesetter Financial Services
01.2016 - 12.2019
  • Provide insurance advice to new and existing clients.
  • Develop advice, including research, analysis, modeling, and strategy.
  • Develop strong relationships with clients, external service providers, and centers of influence.
  • Keeping up to date with product and industry changes.
  • Development of a Risk Advice model resulting in a more streamlined and efficient process.
  • Successful completion of DFP5-7, receiving high marks.

Adviser Support/Paraplanner/Client Services Officer

Pacesetter Financial Services
01.2007 - 12.2016
  • Preparation of advice documents, applications, lodgment, and implementation of new business.
  • Assisting the Senior Advisers with new and existing client meeting preparation and follow-up.
  • Preparation of client research.
  • Providing excellent customer service in a timely manner.
  • Successful completion of DFP1-4, obtaining my DipFS (FP) designation.

Customer Adviser

NatWest Bank UK
01.2005 - 12.2007

Customer Service Adviser

Scottish Courage
01.2004 - 12.2005

Assistant Branch Manager

St George Bank
01.2003 - 12.2004

Restaurant Manager

Taylor Janes
01.2003 - 12.2004

Hotel Supervisor

Grandview Hotel
01.2002 - 12.2003

Bar Attendant

Milltown Golf Club Dublin
01.2001 - 12.2001

Sales Support

NEC-Xerox Business Centre
01.2000 - 12.2000

Education

Commissioner for Declarations

TAFE QLD
QLD
12-2023

Advanced Diploma Financial Services | Financial Planning -

Kaplan
QLD
01.2019

Commercial Law -

Kaplan
QLD
01.2017

Diploma Financial Services - Financial Planning

Kaplan
QLD
01.2011

Skills

  • Complaint Handling
  • Continuous Improvement
  • Project Planning & Management
  • Problem-Solving & Troubleshooting
  • Analytical & Innovation Skills
  • Escalation & Issue Management
  • Staff Training & Mentoring
  • Relationship Building & Self-Development

Activities and Interests

  • Genealogy
  • Local history
  • Mid-Century Design
  • Travel
  • Time with family and friends

References

Available on request

Timeline

Senior Customer Service Consultant

Redland City Council
10.2021 - Current

Customer Value Specialist

Suncorp
02.2021 - 10.2021

Client Service Manager

PA Elements
01.2020 - 12.2020

Associate

SME Wealth Protection
01.2019 - 12.2020

Authorised Representative/Risk Advice Specialist

Pacesetter Financial Services
01.2016 - 12.2019

Adviser Support/Paraplanner/Client Services Officer

Pacesetter Financial Services
01.2007 - 12.2016

Customer Adviser

NatWest Bank UK
01.2005 - 12.2007

Customer Service Adviser

Scottish Courage
01.2004 - 12.2005

Assistant Branch Manager

St George Bank
01.2003 - 12.2004

Restaurant Manager

Taylor Janes
01.2003 - 12.2004

Hotel Supervisor

Grandview Hotel
01.2002 - 12.2003

Bar Attendant

Milltown Golf Club Dublin
01.2001 - 12.2001

Sales Support

NEC-Xerox Business Centre
01.2000 - 12.2000

Commissioner for Declarations

TAFE QLD

Advanced Diploma Financial Services | Financial Planning -

Kaplan

Commercial Law -

Kaplan

Diploma Financial Services - Financial Planning

Kaplan

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Conna Kelly