Joanne Norris
Service & Office Administration
Cooloongup,WA
Summary
Qualified Personal Banker & Service Manager with solid background in managing service operations and enhancing customer satisfaction.
Successfully led teams to streamline workflows and improve service delivery.
Demonstrated leadership and problem-solving skills in high-pressure environments.
Well presented and reliable.
Overview
1
1
Language
28
28
years of professional experience
Work History
Service Manager
S2S Marine
Bibra Lake, WA
08.2022 - 09.2026
- Scheduling service appointments, working closely with technicians to complete scheduled work.
- Supported staff on best practices to meet service delivery guidelines.
- Data Entry- created new customers, updating Job Cards as required.
- Customer related enquiries-phone, emails and in person in a fast paced industry.
- Provided regular customer updates.
- Managed workplace and customer complaints.
- Ability to oversee daily operations.
- Reporting directly to the business director.
- Supported in large project management for Australian border force, Department of Transport, WA Water Police Vessels and Cockburn Volunteer Sea Rescue- Reporting weekly to project managers / Official departments on the progress of work completed and approaching.
- Raised / closed -Purchase Orders
- Stationary ordering
- Supported parts and store- picking parts , Ordering removal off batteries , filters, bins.
Personal Banker
Australian Military Bank
Rockingham, WA
01.2019 - 08.2022
- Cultivated relationships with clients to understand financial needs and provide tailored banking solutions.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Inbound and outbound calling- face to face customer interactions approximately 35 calls per day / also assisting with the call centre .
- Advised clients on product features and benefits, to support customer retention.
- Provided Insurance product sales & knowledge
- Conducted financial assessments to recommend appropriate services, improving client financial health and engagement.
- Streamlined operational workflows supporting efficiency in service delivery, reducing processing times significantly.
- Developed strategies for cross-selling bank products, contributing to overall department performance goals.
- Led training sessions for new and existing staff members on banking procedures and systems, fostering team development and knowledge transfer.
- Maintained compliance following bank policies, procedures and regulations.
- Providing strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Involvement in business development opportunities within the military community.
- Reporting directly to the branch and area manager.
- Regular Branch meetings with the executive teams.
- Assisting with the Rockingham branch closure and supporting amalgamation to the current Garden Island -HMAS Stirling Branch
Customer Relationship Specialist
Bank of Queensland
10.2011 - 11.2018
- Responsible for the day to day account keeping and account management.
- Account opening / closing, withdrawals, deposits, Atm reconciliation, Credit card sales, insurance product sales.
- Managing incoming phone calls and face to face enquiries
- Scheduling appointments, dealing with complaints, managing compliance / policy's, providing. opening accounts, marketing new products and Campaign’s, providing insurance sales and quotations, and processing credit card applications and personal loans.
- Sourced opportunities for business development within the local community,- Mail box drops and local junior sporting clubs.
- Reporting directly to the Branch Manager
- October 2011 - made redundant 9TH of November 2018 after branch closure.
- Developed and maintained strong customer relationships.
Equine Veterinary Nurse / Administration
Equitech
01.1999 - 10.2011
- Equine Nursing, assisting and conducting basic surgeries and post surgery care.
- Office duties such as managing clients accounts, invoicing, postage, banking and book work management.
- Equine Veterinary Hospital
Education
Certificate II - Business Studies
Bank of Queensland
Perth01.2014
Tier 2 Accreditation - Business Banking
Bank of Queensland
Perth01.2011
Skills
- LANGUAGE SPOKEN Fluent English
- COMPUTER SKILLS AND COMPETENCES Fluent skills in Citrix Applications, Microsoft Word/ office, My Client, Branch Teller, Records Manager and Outlook Service M8 and Vision
- Competent and accredited in St Andrews and Vero insurance Personal Lending, Banking and book keeping
- C class driving certification
- Current working with Children's check-2026
- Team management in community sports
- Team leadership
- Positive attitude
- Time management
- Goal oriented
- Documentation and reporting
- Workplace safety
- Service scheduling
- Risk management
- Coaching and mentoring
- Staff training and development
Skills and Competences
LANGUAGE SPOKEN Fluent English
Timeline
Service Manager
S2S Marine
08.2022 - 09.2026
Personal Banker
Australian Military Bank
01.2019 - 08.2022
Customer Relationship Specialist
Bank of Queensland
10.2011 - 11.2018
Equine Veterinary Nurse / Administration
Equitech
01.1999 - 10.2011
Certificate II - Business Studies
Bank of Queensland
Tier 2 Accreditation - Business Banking
Bank of Queensland
Additional Information
I work effectively as part of a team & with management, being able to speak up in a group setting or effectively listen and learn.
I am well presented and reliable. I can follow instructions well and report to management accordingly. I have worked in the highly male dominated marine industry. I have been well respected and acknowledged as a colleague. I believe strongly in equality and that every individual has something unique to contribute.
Personal Information
- Date of Birth: 11/08/1977
- Gender: Female
- Nationality: New Zealand
- Driving License: “ C ” class drivers licence.