Elise Robertson
Brisbane,QLD
Summary
Dynamic professional with extensive experience in customer satisfaction and team leadership at Commonwealth Bank and Qantas Holidays. Achievements include increased branch revenue and enhanced operational efficiency through effective problem-solving and staff training. Recognized for consistently exceeding sales goals and improving service delivery by fostering collaboration among team members. Proficient in performance monitoring, work delegation, and team motivation, with a strong focus on employee safety and developing innovative solutions to meet organizational objectives.
Overview
25
25
years of professional experience
Work History
Customer Banking Relieving Officer/Branch Manager
Commonwealth Bank
Springwood, QLD
10.2011 - 03.2023
- Increased branch revenue and efficiency by optimizing daily operations.
- Built strong rapport with clients to address financial needs and promote loyalty.
- Trained team members on new policies, procedures, and technology to enhance productivity.
- Motivated team members to communicate openly, fostering collaboration and trust.
- Provided exceptional service to customers through face-to-face interactions and phone support.
- Demonstrated leadership by suggesting improvements to work processes and training peers.
- Collaborated effectively with diverse coworkers to achieve goals and resolve product-related issues.
- Reviewed applications against established criteria to determine approval or modification requirements.
- Coordinated team activities to ensure compliance with operational standards.
- Analyzed financial data to support decision-making processes and risk management.
Customer Bank Officer/Loans Officer
Heritage Bank
Capalaba/Carindale, QLD
06.2010 - 10.2011
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Exceeded team goals by partnering with staff to share and implement best practices.
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
- Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
International/Domestic Reservations Team Leader
Qantas Holidays
Brisbane, QLD
11.1997 - 12.2009
- Assessed, motivated and empowered 15 team members to work to build customer satisfaction and loyalty, to support retention and growth.
- Fostered positive employee relationships through communication, training and development coaching.
- Interviewed, hired and trained new quality customer service representatives.
- Reviewed and monitored staff phone calls and gave comprehensive and constructive feedback.
- Worked in different departments of Qantas Holidays to help support work flow and productivity - Product, Sales and Learning and Development departments.
- Worked weekend shifts that I had to ensure calls were distributed nationally to be answered in certain time frames within my KPI's.
- Monitored team progress and enforced deadlines.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Offered constructive criticism regarding quality assurance on team phone calls.
Skills
- Goal Setting
- Service Level Agreements
- Giving Constructive Feedback
- SOP Adherence
- Evaluating Employee Work
- Staff Training/Motivating
- Attention to Detail
- Analytical Thinking
- Problem-Solving
- Teamwork and Collaboration
- Coaching and Mentoring
- People Management
- Experience in Leadership
- Reliable and Trustworthy
Timeline
Customer Banking Relieving Officer/Branch Manager
Commonwealth Bank
10.2011 - 03.2023
Customer Bank Officer/Loans Officer
Heritage Bank
06.2010 - 10.2011
International/Domestic Reservations Team Leader
Qantas Holidays
11.1997 - 12.2009
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