Dena Pappin
Butler,Australia
Summary
Dynamic professional with extensive experience providing outstanding customer service, resolution and conflict management by assisting customers and addressing customer enquiries. Proven to leverage strong interpersonal skills to communicate with clients, team members, and management. Shown to successfully accomplish tasks within allocated time periods. Adept at functioning individually as well as in collaboration with teams. Proficiency in multiple computer applications and programs.
Overview
14
14
years of professional experience
Work History
Relationship Banker
Beyond Bank
Joondalup, Western Australia
01.2023 - Current
- Management of customers' financial requirements.
- Face-to-face engagement with all customers. Including, but not limited to, existing members, new members, business banking, and setting up of accounts.
- Responsibility of opening, closing, alarm tests, and safe handling.
- Daily audits
- 5-star reviews.
- Provided customers with financial advice and assistance in setting up accounts, loans, and investments.
- Identified customer needs through conversations and offered appropriate banking products to meet their requirements.
- Build long-term relationships with customers by providing personalized service and support.
- Educated clients about various banking products available at the institution.
- Collaborated with mortgage and wealth management partners to assist customers with specialized needs.
- Participated in training and mentoring of new associates, assisting with onboarding .
- Adhered to bank and legal guidelines for reporting, loan approvals, and money handling.
- Complied with security procedures and protocols when opening and closing bank vault.
- Analyzed financial data to determine the creditworthiness of potential borrowers.
- Assisted customers in opening new checking and savings accounts, as well as other banking services such as wire transfers, direct deposits.
- Processed customer requests for withdrawals or transfers from existing accounts.
- Developed promotional strategies to attract new customers to the bank's products and services.
- Conducted regular reviews of customer portfolios to identify opportunities for additional products or services that could benefit them financially.
- Maintained records of all customer interactions in a secure database system.
- Reviewed loan applications for accuracy and completeness before submitting them for processing.
Account Manager
Sleepeezee Bedding
Bayswater, WA
08.2022 - 01.2023
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Created comprehensive reports on account performance and presented them to senior management.
- Negotiated contracts with clients to maximize profitability.
- Managed multiple accounts simultaneously while meeting deadlines.
- Analyzed client data and identified opportunities for growth.
- Developed strategies to increase revenue from existing accounts.
- Presented product features and advantages to potential customers during sales meetings.
- Assisted in developing pricing models based on competitor analysis.
- Prepared monthly financial statements for each account.
- Attended trade shows and conferences as a representative of the company.
- Provided technical support to customers when needed.
- Developed successful customer relationships to boost sales opportunities.
- Addressed customer questions and concerns regarding products and services.
- Tracked and reported on sales performance metrics to senior management, highlighting successes and areas for improvement.
- Participated in trade shows, conferences, and networking events to represent the company and attract new business.
- Negotiated contracts and closed deals, focusing on long-term benefits for both the company and the client.
- Analyzed sales space capacities based on system parameters, securing high stock availability.
- Weekly performance reports.
- Consistency of exceeding budgets and KPIs.
Assistant Manager
NickScali Furniture
Joondalup, Western Australia
01.2019 - 08.2022
- Provide exceptional customer service and boost sales by advising customers on products to suit individual needs and preferences
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Developed a system for tracking inventory and ordering supplies as needed.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Created reports on sales trends, inventory levels, and financial data.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Monitor stock and order new inventory when required
- Achieved or exceeded predetermined weekly targets
- 5 Star banking reviews
Senior Sales & Administration Manager
Mazzuchelli’s
Joondalup, Western Australia
01.2019 - 01.2020
- Enhanced customer base by creating visually appealing merchandising displays.
- Performed administrative duties, which included sending away defective jewelry, managing files, and performing banking reconciliation.
- Acting as the primary point of contact to address customer inquiries, complaints, and concerns.
- Achieved or exceeded predetermined KPI targets.
- Organized office operations and procedures, including filing systems, record keeping, data entry, mail distribution and other clerical services.
- Reviewed incoming emails and responded accordingly within established timelines.
- Resolved complex problems related to administrative processes in a timely manner.
- Organized workflows to improve efficiency and reduce operating costs.
Contractor
Thermarate Pty Ltd
Perth, WA
01.2016 - 01.2018
- Extensive and proficient use of Excel, Adobe, Microsoft, and Firstrate 5 programs to rate new homes, extensions, and apartments for energy efficiency.
- Attained a 6-star rating for new home buyers on energy efficiency.
- Analyzed data collected from assessments and developed individualized service plans based on client needs.
- Advised management of potential risks associated with assessment results and recommended strategies for mitigating them.
- Maintained accurate records of all assessment activities, including participant information, test scores and session notes.
- Created reports summarizing assessment results for review.
- Attended professional conferences to stay current on trends in the field of assessment.
- Performed quality assurance reviews on completed assessments prior to submission.
- Maintained up-to-date knowledge of local market information.
- Appraised specified number of properties per week despite changing workloads and production goals.
Sales Assistant
Harvey Norman Electrical
Joondalup, Western Australia
01.2015 - 01.2016
- Delivered exceptional customer service by addressing customer inquiries, concerns, and complaints.
- Communicated with customers regarding faulty and returned goods.
- Contacted customers to follow up on orders.
- Monitored stock and ordered new stock when required.
- Conducted quarterly stock take.
- Awarded Top Sales Associate for outstanding performance and customer service.
- Greeted customers and provided assistance with product selection.
- Assisted customers with returns, exchanges and refunds.
- Provided customer service by answering questions, resolving problems, and responding to complaints in a timely manner.
- Processed special orders for out-of-stock items when necessary.
- Maintained cleanliness of the sales floor area at all times.
- Completed daily reports on sales performance metrics such as units sold per hour, day, week, month.
- Sold various products by explaining unique features and educating customers on proper application or usage.
Pharmacy Assistant
Optimal Pharmacy
Quinn’s Rocks, WA
01.2012 - 01.2013
- Liaised with customers and addressed customer inquiries, complaints, and concerns.
- Assisted customers with prescription refills, requests for over-the-counter medications and other health care products.
- Verified accuracy of medication orders and entered data into pharmacy system.
- Maintained inventory records by restocking shelves with pharmaceuticals.
- Answered customer inquiries regarding drug interactions, side effects and dosage instructions.
- Provided advice on health issues including diet, exercise, smoking cessation.
- Participated in staff meetings discussing new developments within the pharmacy profession.
- Responded to telephone inquiries and provided information about order status, store hours and pharmacy procedures.
- Maintained stock and store to ensure high-quality customer service.
- Performed delivery of medications for clients twice daily.
Distributer
Census ASIC
Butler, Western Australia
01.2011 - 12.2011
- Distributed and collected Census forms to allocated areas
- Corresponded professionally with persons within area
- Completed and finalised all relevant paperwork within established timescale
- Arranged meetings with people to assist completion of forms
- Adhered to strict rules, regulations, and guidelines
- Completed assigned duties within predetermined targets
Education
Diploma Of Laboratory Techniques - Clinical Laboratory Technology
LTT
Osborne Park, WA03-2018
High School Diploma -
Craigie Senior High School
Perth, WA12-1993
Skills
- Sales Administration
- Administrative Support
- Customer service
- Account Management
- Complaint Resolution
- Cash management
- Stock Control
- Report writing
- Payment Processing
- Relationship building and management
- Recordkeeping requirements
- Financial Advising
- Account audits
- Financial Services
Training
- Real Estate and Property Management course 2018
- Certificate of Phlebotomy
References
- Jamie Gardner, Beyond Bank 0480 516 786
- Craig McGuire, Beyond Bank, 0458 923 533
- Aubrey Birkelbach, Personal reference, 9305 1915
Timeline
Relationship Banker
Beyond Bank
01.2023 - Current
Account Manager
Sleepeezee Bedding
08.2022 - 01.2023
Assistant Manager
NickScali Furniture
01.2019 - 08.2022
Senior Sales & Administration Manager
Mazzuchelli’s
01.2019 - 01.2020
Contractor
Thermarate Pty Ltd
01.2016 - 01.2018
Sales Assistant
Harvey Norman Electrical
01.2015 - 01.2016
Pharmacy Assistant
Optimal Pharmacy
01.2012 - 01.2013
Distributer
Census ASIC
01.2011 - 12.2011
Diploma Of Laboratory Techniques - Clinical Laboratory Technology
LTT
High School Diploma -
Craigie Senior High School
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