Hazel Kavana
Edmondson Park,NSW
Summary
Customer service professional with over 16 years of experience managing customer relationships across various industries, including financial services and logistics. Proven ability to deliver excellent customer service, resolve issues efficiently, and ensure a seamless customer experience. Strong interpersonal and communication skills with a commitment to safety, compliance, and operational efficiency.
Overview
13
13
years of professional experience
Work History
Delivery Driver
Australia Post
05.2022 - Current
- Ensured timely and secure delivery of parcels, demonstrating strong attention to detail and customer satisfaction
- Coordinated logistics and optimized delivery routes for efficiency
- Provided exceptional service to customers, resolving inquiries professionally
Client Service Specialist
Commonwealth Bank of Australia
11.2020 - 05.2022
- Verified customer documentation and ensured compliance with regulatory policies
- Conducted identity verification and KYC/AML checks for banking clients
- Liaised with internal and external stakeholders for seamless service delivery
Senior Operations Officer – 2IC
Credit Union Australia
08.2013 - 09.2020
- Managed a team of 40 employees, scheduling tasks to meet service level agreements
- Oversaw customer service processes, ensuring efficiency and compliance
- Provided training and mentorship to team members, improving overall service quality
- Maintained relationships with external vendors to ensure timely deliveries of materials and services.
- Oversaw talent acquisition, training, and development programs to build high-performing teams.
- Communicated regularly with stakeholders regarding progress updates on projects.
- Facilitated team meetings and workshops to align on goals and strategies.
- Ensured compliance with applicable laws and regulations related to operations processes.
- Monitored compliance with industry regulations and company policies to mitigate risk.
- Implemented process improvements to increase operational efficiency and reduce costs.
- Managed crisis situations, implementing contingency plans to minimize impact on operations.
- Established key performance indicators for measuring operational excellence standards.
- Developed policies, procedures, and strategies to improve operational performance.
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
- Supervised staff members in their day-to-day tasks, providing guidance when needed.
- Tracked production timelines and monitored progress against deadlines.
Personal Banker & Senior Service Consultant
ANZ Bank
12.2011 - 07.2014
- Assisted customers with financial services, maintaining high customer satisfaction
- Supervised service teams to enhance efficiency and compliance
- Conducted face-to-face customer interactions, resolving issues promptly
- Responded promptly to customer queries and complaints to find solutions and diffuse tension.
- Cross-sold banking products such as credit cards, loans and investments.
- Analyzed customer credit data and other financial information to identify solutions that aligned with customer needs.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Recognized transaction needs and educated clients on service and digital channels to assist with self-service.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Monitored changes in laws related to banking policies and procedures.
- Facilitated resolution of customer disputes in a fair manner while protecting the interests of the bank.
- Executed wire transfers of funds in compliance with banking best practices.
- Used product knowledge and abilities to execute consumer loans and other services.
Skills
- Customer Service Excellence
- Passenger Assistance & Check-in Procedures
- Compliance with Safety & Security Standards
- Coordination with Multiple Airport Teams
- Attention to Detail & Accuracy
- Strong Communication & Problem-Solving Skills
- Ability to Work Under Pressure
- Baggage Handling & Claims Resolution
- Time Management & Multitasking
- On-Time Performance & Process Efficiency
- Strong understanding of passenger handling
- Baggage claims
- Compliance regulations
- Ability to work flexible shifts
- Experience coordinating with cross-functional teams
- Passion for delivering world-class customer experiences
- Time management
- Delivery coordination
- Logistics management
- Customer service
- Compliance adherence
- Team leadership
- Conflict resolution
- Communication skills
- Emergency response
- Stakeholder engagement
Education And Certification
- High School Qualification (Equivalent to Australian standards)
- First Aid & CPR Certified
- WWC and NDIS Clearances
- Open NSW Driver’s License
References
References available upon request.
Hobbies and Interests
- Traveling and exploring new cultures
- Outdoor activities and nature walk with my pet dog, Myah
- Aviation and airline industry trends
- Learning about history and global affairs
Timeline
Delivery Driver
Australia Post
05.2022 - Current
Client Service Specialist
Commonwealth Bank of Australia
11.2020 - 05.2022
Senior Operations Officer – 2IC
Credit Union Australia
08.2013 - 09.2020
Personal Banker & Senior Service Consultant
ANZ Bank
12.2011 - 07.2014