Summary
Overview
Work History
Education
Skills
References
Timeline
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Dena Pappin

Butler,Australia

Summary

Dynamic professional with a proven track record at Beyond Bank, excelling in client relationship management and financial analysis. Adept at enhancing customer satisfaction and achieving KPIs through effective communication and conflict resolution. Recognized for driving revenue growth and maintaining regulatory compliance while delivering exceptional administrative support. Proficient use of Word, Excel, PowerPoint, Outlook, CRM, AOL, and many other company systems.

Overview

14
14
years of professional experience

Work History

Relationship Advisor/Relief Manager

Beyond Bank
Joondalup, WA
01.2023 - Current
  • Developed and maintained positive relationships with clients to ensure their satisfaction.
  • Provided guidance on investment options to help clients meet their financial objectives.
  • Analyzed client's financial situation and provided advice on budgeting, debt management and savings strategies.
  • Performed administrative tasks such as filing documents or completing forms accurately.
  • Maintained up-to-date knowledge of applicable laws, regulations, policies and procedures related to banking operations.
  • Compiled information from clients through in-depth interviews for all lending options, including personal and mortgage lending. Data entry and completion of all lending aspects. SAA-2 certification.
  • Performed daily maintenance of loan applicant database.
  • Adhered to strict privacy laws and procedures, keeping client data anonymous when needed.
  • Performed various financial administration and internal audit tasks.

Account Manager

Sleepeezee Bedding
Bayswater, WA
08.2022 - 01.2023
  • Directly handled customers' business accounts and addressed all sales inquiries, complaints, and concerns.
  • Weekly performance reports.
  • Weekly visitations to all hold accounts.
  • Continued support for customer satisfaction.
  • Presented product features and advantages to potential customers during sales meetings.
  • Reset store displays for special events and seasonal merchandise changes.
  • Identified upselling and cross-selling opportunities to maximize account growth and revenue generation.
  • Increased profitability and revenue by identifying customer needs and determining appropriate offerings.

Assistant Manager

NickScali Furniture Joondalup
Joondalup, WA
01.2019 - 08.2022
  • Maintained up-to-date knowledge of company products and services.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Resolved conflicts between team members in an effective manner.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Created reports on sales trends, inventory levels, and financial data.
  • Established new accounts and serviced existing accounts maintaining professional relationships.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.

Senior Sales & Administration Manager

Mazzuchelli’s Joondalup
Joondalup, WA
01.2019 - 01.2020
  • Enhanced the 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.
  • Oversaw CRM updates and backups, report generation, and troubleshooting requisition.
  • Organized and maintained documents, files and records.

Contractor

Thermarate Pty Ltd
Remote, WA
01.2016 - 01.2018
  • Utilized Excel, Adobe, Microsoft, and Firstrate 5 programs to rate new homes, extensions, and apartments for energy efficiency.
  • Assessed builders, council, and floor plans to recreate drafted homes.
  • Finalized plans, certified results, and drafted reports.
  • Attained a 6-star rating for new home buyers on energy efficiency.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Established work, budgets and construction timelines to manage and plan projects.

Sales Assistant

Harvey Norman Electrical
Joondalup, WA
01.2015 - 01.2016
  • Delivered exceptional customer service by addressing customer inquiries, concerns, and complaints.
  • Sold various products by explaining unique features and educating customers on proper application or usage.
  • Communicated with customers regarding faulty and returned goods.
  • Monitored stock and ordered new stock when required.
  • Conducted a quarterly stock take.
  • Awarded Top Sales Associate for outstanding performance and customer service.

Pharmacy Assistant

Optimal Pharmacy
Quinn’s Rocks, WA
01.2012 - 01.2013
  • Liaised with customers and addressed customer enquiries, complaints, and concerns.
  • Increased sales and customer satisfaction by helping store customers with pharmacy services, general store questions and in locating products.
  • Managed and received inventory by checking deliveries, counting stock, monitoring medication expiration dates and placing orders.
  • Performed filing, copying, faxing and other clerical tasks.
  • Organized and maintained patient profiles in the computer system.
  • Managed inventory levels of medications and supplies.
  • Assisted pharmacist in daily operations tasks and administrative tasks.
  • Assisted customers with prescription refills, requests for over-the-counter medications and other health care products.
  • Performed the delivery of medications to clients twice daily.

Distributer

Census ASIC
Butler, WA
01.2011 - 12.2011
  • Distributed and collected Census forms to allocated areas.
  • Corresponded professionally with individuals within the area.
  • Completed and finalized all relevant paperwork within the established timescale.
  • Arranged meetings with people to assist in the completion of forms.
  • Adhered to strict rules, regulations, and guidelines.
  • Completed assigned duties within predetermined targets.

Education

SAA2 - Secured And Unsecured Lending

Beyond Bank
Perth
03-2025

Associate of Applied Science - Clinical Laboratory Science

LTT
Perth
10-2017

High School Diploma -

Craigie Senior High School
WA
12-1993

Skills

  • Sales Administration
  • Client relationship management
  • Financial analysis
  • Data entry
  • Regulatory compliance
  • Customer service
  • Sales reporting
  • Conflict resolution
  • Team leadership
  • Safety awareness
  • Appointment scheduling
  • Professional demeanor
  • Time management
  • Administrative support
  • Interpersonal communication
  • Multitasking Abilities
  • Adaptability and flexibility
  • Administrative Support
  • Account Management
  • Cash management
  • Stock control
  • Financial and banking support
  • Report writing
  • Payment processing

References

  • Rachel Dunbar, Senior Relationship Manager, Beyond Bank, 0438 747 585
  • Rosie McGuinness, SRM, Beyond Bank, 0477 015 537
  • Aubrey Birkelbach, personal reference, 08 9305 1915

Timeline

Relationship Advisor/Relief Manager

Beyond Bank
01.2023 - Current

Account Manager

Sleepeezee Bedding
08.2022 - 01.2023

Assistant Manager

NickScali Furniture Joondalup
01.2019 - 08.2022

Senior Sales & Administration Manager

Mazzuchelli’s Joondalup
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

SAA2 - Secured And Unsecured Lending

Beyond Bank

Associate of Applied Science - Clinical Laboratory Science

LTT

High School Diploma -

Craigie Senior High School

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