Summary
Overview
Work History
Education
Skills
Professional Strengths And Key Skills
Professional Development
References
Timeline
Generic

KAREN YOUNG

Summary

Enterprising Manager, successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.

Overview

25
25
years of professional experience

Work History

Full time Personal Carer

07.2021 - Current

BRANCH MANAGER

People's Choice Credit Union
09.2019 - 07.2021
  • Key Responsibilities:
  • Manage and deliver high-level customer service to both internal and external customers.
  • Coach and develop staff skills to ensure the branch provides accurate product information to members.
  • Manage the provision of high levels of member service through various areas of the branch including TCR, concierge, enquiries and sales areas.
  • Confidently multi-task and create outcomes across several key strategies and work projects concurrently ∙
  • Role model People's Choice Values and Behaviours as a Leader.
  • Manage own brand to reflect a positive leadership culture within the Branch and positively support the Brand of People's Choice leadership team.
  • Assess and deliver lending decisions based on individual delegated lending authority and maintain delegation of authority accreditation.
  • Delivery of high quality service to the internal and external customers
  • Manage the achievement of branch sales and expense budgets (personal lending, credit card and referrals)
  • Lead, coach and counsel staff
  • Develop and successfully implement branch business plans and marketing campaign plans
  • Lead the team, providing regular communication, nurture an understanding of the vision and values
  • Drive improvements by reinforcing and encouraging a continual improvement philosophy within the team ∙
  • Manage prudent credit assessment of lending applications and adherence to all relevant credit policies, procedures and legislation
  • Plan and manage resources, including rostering to meet sales, service and operational needs ∙
  • Effective planning of new business activity to support the advice needs of new and existing customers
  • Development of external referral sources and to undertake operational activities such as system management and compliance obligations
  • Manage departmental resources to maximise and seek operational efficiency and effectiveness within defined budgetary parameters.

BRANCH MANAGER

Bendigo Bank - Ballarat Central
01.2016 - 08.2019
  • Key Responsibilities:
  • Team Leadership and Development of staff
  • Branch Profit and Loss / Reports
  • Frontline Management
  • Business Development
  • Home Lending / Small Business Lending
  • Maintaining and exceeding of all Branch Targets and KPI's
  • Liaise directly with clients in regard to all of their personal loan, credit card applications and insurance requirements
  • Upselling and cross selling of Bendigo Bank products and services including insurance, term deposits, credit cards, personal loans, home loans, financial planning and the acquiring of new funds
  • Attendance at management meetings on a regular basis
  • Maintain and develop relationships with existing and new customers
  • Training and Upskilling of staff

BUSINESS DEVELOPMENT COORDINATOR

Silver Chef Equipment Finance - Melbourne VIC
03.2013 - 12.2015
  • Key Responsibilities:
  • The generation of product sales through both cold calling for new business and maintenance of existing clients
  • The development of sales forecasts on a monthly basis
  • The completion of monthly reports on Territory's performance, actions / activities, market trends and competitor activity
  • Analysis of sales targets, forecasts and budgets and account for variance in results
  • Recommend sales and marketing activities within the territory to achieve short and long term business objectives, increase profit and market growth
  • The formulation and implementation of advertising and promotional campaigns, promotional activities, market and competitor research
  • Initiate and maintain contact with major end user customers, suppliers and industry to achieve set business objectives
  • Build and maintain excellent working relationships and confidences with all staff and customers
  • The meeting and exceeding of complex and demanding key performance indicators
  • The delivery of a high level of customer service

OFFICE MANAGER / CUSTOMER SERVICE MANAGER

John Carol Haulage - Hoppers Crossing VIC
06.2011 - 03.2013
  • Key Responsibilities:
  • Bookkeeping including salaries, superannuation and GST payments
  • Customer service and customer care
  • The allocation of transport
  • Arrangement of insurances and permits as required
  • The issuing of tenders, licenses and permits
  • The creation and updating of a variety of different spreadsheets
  • Creation of client statements for mailing and emailing
  • The provision of quotes and the costing of work orders
  • Completion of payroll timesheets in MYOB for up to 60 staff at any given time
  • On a daily basis liaise with staff, management and site management
  • Invoicing and debt collection
  • Ensure full compliance with company policies and procedures at all times

BRANCH MANAGER / RELATIONSHIP MANAGER (BA II )

National Australia Bank - Various Locations VIC
07.1999 - 12.2010
  • Key Responsibilities:
  • Responsible for the day to day operations of all frontline customer service staff in a bank environment
  • Customer service and customer care
  • Supervision, mentoring, training and performance management of staff
  • Liaise directly with clients in regard to all of their personal loan, credit card applications and insurance requirements
  • Identification of customer requirements and then providing recommendations based on their individual needs and circumstances
  • Collation and completion of online applications including all supporting documentation
  • Keep clients informed of the progress of their individual applications
  • Maintain and develop relationships with existing and new customers
  • Adherence to the privacy and confidentiality regulations
  • Ensure all security procedures are followed to company policies and procedures
  • Upselling and cross selling of products and services including insurance, term deposits, credit cards, personal loans, home loans, financial planning and acquisition of new funds
  • Meet and exceed set Key Performance Indicators (KPI's)
  • Completion of all associated paperwork in a timely and efficient manner
  • Attendance at management meetings on a regular basis
  • Completion of management reports on a weekly basis
  • Reconciliation and auditing of tellers draws on a regular basis in accordance with audit requirements

Education

Diploma - Finance

Swinburne University of Tech
Melbourne, VIC

Diploma - Business Management (Frontline)

Australian Institute of Management
Melbourne

Skills

  • CPR Certified
  • Financial Management
  • Staff Development
  • Business Development
  • Operations Management
  • Customer Relationship Management (CRM)
  • Risk Mitigation
  • Credit Analysis
  • Sales Leadership
  • Performance Management
  • Effective Communication
  • Conflict Resolution

Professional Strengths And Key Skills

  • The ability to develop Key Performance Indicators (KPI's) around a frame work, structures and sales track that not only promotes an increase in measured statistics but ensures that they are effective and deliver the revenue and service outcomes that exceed budgets
  • Ability to provide support and show empathy while exploring alternatives with clients who are experiencing a wide degree of difficulties, when necessary I am able to persuade others to see other alternatives as solutions
  • Effective team management through support, motivation and engagement whilst collaborating to achieve team goals
  • Skilled in maintaining excellent service standards and workplace harmony
  • Proven ability in logical decision making, problem solving and in paying great attention to detail
  • Possesses a high degree of initiative and self motivation and enjoys the challenge of a demanding work environment
  • Developing and managing projects including planning, budgeting and logistics
  • Thorough knowledge of occupational health and safety regulations and how they apply in the workplace
  • Demonstrated conflict and dispute resolution skills that provide for a win win situation for all stakeholders
  • Well-developed time management and organisational skills with the ability to prioritise operations, maintain schedules and meet deadlines in demanding situations

Professional Development

  • Diploma of Frontline Business, Frontline Management
  • Diploma in Financial Services

References

References available upon request.

Timeline

Full time Personal Carer

07.2021 - Current

BRANCH MANAGER

People's Choice Credit Union
09.2019 - 07.2021

BRANCH MANAGER

Bendigo Bank - Ballarat Central
01.2016 - 08.2019

BUSINESS DEVELOPMENT COORDINATOR

Silver Chef Equipment Finance - Melbourne VIC
03.2013 - 12.2015

OFFICE MANAGER / CUSTOMER SERVICE MANAGER

John Carol Haulage - Hoppers Crossing VIC
06.2011 - 03.2013

BRANCH MANAGER / RELATIONSHIP MANAGER (BA II )

National Australia Bank - Various Locations VIC
07.1999 - 12.2010

Diploma - Finance

Swinburne University of Tech

Diploma - Business Management (Frontline)

Australian Institute of Management

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KAREN YOUNG