Karen Lu
Sydney
Summary
Professional leader with proven ability to drive team success and adapt to changing needs. Strong focus on collaboration, communication, and achieving results. Expertise in driving positive
change, conflict resolution, and performance optimization. Reliable and flexible, always ready to support and inspire team members.
Overview
10
10
years of professional experience
Work History
Team Manager - Monies In
Colonial First State
08.2024 - Current
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Achieved significant improvements in team morale by recognizing and rewarding outstanding performance.
Development Specialist
Colonial First State
03.2023 - 08.2024
- Worked with direct line manager to create training plans for the team
- Updated and reviewed procedure guides to ensure processes are correct and consistent
- Provided training to Onshore and Offshore stakeholders
- Part of FCT knowledge transfer and initial training and transition for TCS and Applications
- Uplifted and improved current and new processes
Senior Financial Services Administrator
Colonial First State
10.2022 - 03.2023
- SME for Applications
- Adept at handling escalations and complex work items
- Guided newstarters with the process and training
- Consistent in both process and confirm across all Applications processes
Financial Services Administrator - Applications
Colonial First State
03.2021 - 10.2022
- SME for Applications team
- Consistently active in team POC chat and for contact centre representatives
- Handled escalations in a detailed and timely manner - prioritising attention to detail in order to resolve any issues.
- Brought forth excellent customer service skills and a commitment to customer satisfaction.
- Remained flexible, adaptable, and punctual.
- Helped colleagues by assisting in answering questions in relation to the Applications process
- Adept in both Process and Confirm in all Applications queues
Office Intern
Australian National Recoveries
01.2020 - 12.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Evaluated source documents to locate information needed for each data entry field
- Supported efficient meetings by organising spaces and materials, documenting discussions and distributing meeting notes
Sales Professional
Stuart Weitzman
03.2018 - 09.2020
- Proven track record of meeting KPIs and closing multiple transactions of 2000AUD and over.
- Able to give appropriate recommendations to customers, resulting in higher sales.
- Low 'returns' performance due to skills in providing advice to customers at point of sale - ensuring all customers have the information they need to appreciate the product.
Sales Associate
David Jones
11.2016 - 03.2018
- Reported to floor manager as a 3IC Supervisor in training
- Experience in Shoes and Ladies fashion
- Maintained department’s cleanliness
- Confident in Cash handling/P.O.S register
- Able to provide prompt service to suit customer's needs
Waitress/Barista
Adagio's Cafe
01.2015 - 09.2016
- Maintain stocks and inventory.
- Maintain health and safety standards.
- Remained aware of customer's needs and provided customer service.
- Assist and shift responsibilities when needed to keep up with demands of restaurant
Sales Assistant
Myer
09.2015 - 03.2016
- Cash handling/register work.
- Experience with Footwear, Womenswear, Intimates and Accessories (watches).
- Remained aware of customer's needs and provided prompt service.
- Maintained department(s) cleanliness
Education
Bachelor - Fashion and Textiles
UTS
03.2019
Skills
- Effective Time Management
- Effective Communication
- Ability to Multitask
- High level Customer Service experience
- Flexibility and Adaptability in different roles
- Ability to Work Under Pressure
- Ability to Work in a Team
- Adobe Illustrator
- Adobe Photoshop
- Microsoft Excel
- Microsoft Office
- Staff development
Timeline
Team Manager - Monies In
Colonial First State
08.2024 - Current
Development Specialist
Colonial First State
03.2023 - 08.2024
Senior Financial Services Administrator
Colonial First State
10.2022 - 03.2023
Financial Services Administrator - Applications
Colonial First State
03.2021 - 10.2022
Office Intern
Australian National Recoveries
01.2020 - 12.2020
Sales Professional
Stuart Weitzman
03.2018 - 09.2020
Sales Associate
David Jones
11.2016 - 03.2018
Sales Assistant
Myer
09.2015 - 03.2016
Waitress/Barista
Adagio's Cafe
01.2015 - 09.2016
Bachelor - Fashion and Textiles
UTS
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