Grace Geeves
Eight Mile Plains,Australia
Summary
Seasoned, empathetic senior client advisor offering a solid background in customer relationship management, strategic planning, and business development. Known for providing high-quality client advocacy while maintaining strong relationships with key stakeholders. Strengths include problem-solving skills, analysis with ability to handle complex situations and proven leadership capabilities. Demonstrated impact through consistent growth in client base and revenue generation in previous roles. I am an engaging team collaborator with a high level of emotional intelligence and a capacity for autonomy.
Overview
34
34
years of professional experience
Work History
Senior Client Advisor
Five Good Friends
01.2023 - Current
- A client advisory / advocacy role - inbound/outbound call centre client / stake holder engagement.
- Advised clients on complex funding structure, application and services available.advocating clients with funding application and follow up
- Highly tech base service provider with multi system use for administration including but not limited to CRM type software.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Provided professional advice and guidance to clients on their funding and services.ices
- Advocated for clients' needs and preferences with family members and providers.
- Adhered to all regulations regarding confidentiality of client information.
- Built strong and trusting rapport with clients and loved ones (Aged Care, NDIS)
- Managed high-value client relationships with personalized communication.
- Collaborated with cross-functional teams to enhance service delivery.
- Mentored junior advisors on best practices in client engagement.
- Managed client accounts with accuracy and efficiency while meeting established deadlines.
- Collaborated with internal teams such as compliance officers, risk managers, and operations personnel.
- Maintained up-to-date knowledge of industry regulations, legal requirements, product offerings, and best practices.
Client Advisor
Anglicare Southern Queensland
01.2022 - 01.2023
- A client advisory role - high volume inbound call centre for client / stake holder engagement.
- Building relationships and rapport.
- Liaise with scheduling team, Customer Service Agents and clientele.
- Assisting stakeholders in understanding Aged Care related policies and funding for in home care supports.
- An Administrative advisory role with multi system use including CRM type software.
National Consumer Banking Specialist
Suncorp Bank
01.2019 - 01.2021
- Contact centre, client services in personal banking, business referrals, account maintenance, product education/recommendations.
- Use of multi system software operations, CRM and management of high volume calls to create customer value and experience from the contact centre.
- Participation in taking team training sessions and input in train the trainer programs.
- Processed customer transactions efficiently in high-volume banking environment.
- Assisted customers with account inquiries and provided tailored financial solutions.
- Collaborated with team members to enhance customer service standards.
- Educated clients on banking products and services to improve financial literacy.
- Utilized banking software to maintain accurate customer records and data integrity.
- Ensured compliance with regulatory requirements in all banking operations.
- Monitored customer accounts for suspicious activity, including large transfers or irregular patterns of behavior.
- Maintained updated knowledge of banking regulations and laws related to consumer protection and fraud prevention.
- Provided customer service and support to clients regarding banking products and services.
- Maintained confidentiality of banking records and client information to avoid possible data breaches.
- Assisted in creating new accounts, processed deposits and withdrawals, and maintained accurate records of transactions.
- Performed risk assessments on customers to ensure compliance with anti-money laundering regulations.
- Provided guidance and assistance to junior staff members as needed.
- Educated customers on banking policies, procedures, and digital banking platforms.
- Conducted account maintenance activities, such as updating personal information and resolving discrepancies.
Project Manager
Source Health
01.2018 - 01.2019
- Development and operation of an online platform for psychological and allied health services.
- Marketing and development of a new brand within the mental health and well-being sector.
- Supervised the marketing and web development team to produce a functional online platform for Allied Health and Well-Being practitioners.
- Managed project timelines and resource allocation for optimal efficiency.
- Managed multiple projects with competing deadlines simultaneously.
- Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
- Built and established strong partnerships with teams, vendors and contractors.
Owner Operator
Mpowr Makeup Artistry
01.2007 - 01.2019
- All aspects of start up business operations and management.
- New client recruitment, sales, branding, research and engagement, merchandising, trade expo display and networking.
- Artistic development and training.
- Wedding, Glamour, Editorial MUA and Hair Stylist.
Member Services
RACQ
01.2017 - 12.2017
- Fast Paced call centre for Road side assist members of the public and stakeholders, adHoc administration, member services and business acquisition.
Customer Service and Sales
Lancôme Australia
01.2014 - 01.2015
- Customer service, concierge and sales, brand ambassador with counter management duties.
- Management of client CRM systems, merchandising and promotion of leading beauty brand, data entry, stock control, new client recruitment.
Retail Store Manager
Jeanswest
01.1993 - 01.1998
- General store duties, visual merchandising, target budgets, daily banking reconciliations, team roster and targets, KPIs & in house team training.
Retail Sales and Services
Portmans
Brisbane, QLD
01.1992 - 01.1993
- General store duties, retail visual merchandising, target budgets, daily banking reconciliations.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Education
Dip in Counselling -
Aipc
Brisbane, QLDBachelor Business - mass communication
QUT
Brisbane, QLDCert medical administration - Medical Administration
Wesley Learning
Brisbane, QLDNDIS Workers Module
NDIS Workers Module
NDISCPR
Australia Wide First Aid
Skills
- Client advocacy
- Policy interpretation
- Customer relationship management
- Project management
- Technical troubleshooting
- Effective communication
- Relationship management
- Business development
- Prospect qualification
- Client assessment
- adaptable
Projects
Helpers High, 01/01/13, Founder of charitable outreach to homeless demographic. 96.5FM Radio, Radio announcer and Producer of community radio show 'Gospel Grooves'. Assisted in the preparation and marketing of the then unlicensed broadcast radio to obtain their ABA licensing. The station has now become one of the leading community family radio stations in Brisbane. TNTEENS, Youth worker and advocate.
References
- Kolina Adamson, 0433 418 382, Team Leader Anglicare
- Alayne Crosby, 0403 166 222, Former Team Leader at Suncorp
- Captain Kelly Horne, 0413 589 080, Australian Army Defence Force
Personal Information
National Police Check, NDIS Workers Screening, Participant 'One Family Dreaming' Community ATSI event, First Nations Education Module Event Contributor- NAIDOC 2019
Timeline
Senior Client Advisor
Five Good Friends
01.2023 - Current
Client Advisor
Anglicare Southern Queensland
01.2022 - 01.2023
National Consumer Banking Specialist
Suncorp Bank
01.2019 - 01.2021
Project Manager
Source Health
01.2018 - 01.2019
Member Services
RACQ
01.2017 - 12.2017
Customer Service and Sales
Lancôme Australia
01.2014 - 01.2015
Owner Operator
Mpowr Makeup Artistry
01.2007 - 01.2019
Retail Store Manager
Jeanswest
01.1993 - 01.1998
Retail Sales and Services
Portmans
01.1992 - 01.1993
Dip in Counselling -
Aipc
Bachelor Business - mass communication
QUT
Cert medical administration - Medical Administration
Wesley Learning
NDIS Workers Module
NDIS Workers Module
CPR
Australia Wide First Aid