Karri-anne Brennan
Narromine,NSW
Summary
I am a dedicated & motivated Customer Service Specialist offering 30 years of success in resolving customer concerns & inquiries, while being skilled in assessing customer needs & handling complaints. I am an outstanding communicator offering strong phone etiquette & active listening skills.
I am enthusiastic to join a team of like minded people in an office environment, and willing to start at entry level.
Overview
29
29
years of professional experience
Work History
SELF EMPLOYED
BRENNO'S HOTBAKE
Narromine
08.2004 - 01.2024
- Directed the bakeries daily operations, ensuring compliance with applicable Food Safety Standards and regulations.
- Recruited, trained, supervised, evaluated and mentored staff members.
- Managed budgeting and financial planning processes for the bakery, including daily cash handling, balancing & banking.
- Cultivated strong relationships with customers by responding promptly, calmly & understandingly to inquiries or complaints.
- Developed policies and procedures to ensure compliance with bakery industry standards.
- Established relationships with vendors and suppliers to secure favorable terms for the bakery.
- Assessed employee performance.
- Supported work-life balance with our team to improve staff morale.
- Encouraged open communication between all staff members, team leaders & management with new ideas, suggestions, solutions & feedback which maintained relationships & promoted a positive work culture.
- Rostering of 15-25 staff depending on season
- Competent use of MYOB
Senior Sales Consultant
ANZ
Dubbo
11.2000 - 08.2004
- Supervised staff members, organized schedules and delegated tasks.
- Created spreadsheets in Excel to track data such as vacation requests, sick days.
- Performed staff annual reviews with Branch Manager
- Answered phone calls, responded to emails, reviewed completed reports to verify information, quality & compliance daily.
- Resolved customer inquiries & complaints in a supervisory role, in a timely manner while maintaining positive relationships with clients.
- Ensured compliance with all aspects of Consumer Lending, contracts & general office paperwork.
- Provided training on office policies and procedures including the introduction of Internet Banking, & new software systems.
- Used judgment and initiative in handling confidential matters and requests.
- Managed & supervised tellers & ticked off their cash tins at end of day, locating any differences.
- Responsible for maintaining & balancing ATM
- All aspects of Consumer lending, including attending Settlements, liasing with Solicitors, Real Estate Agents & State Securities.
- Maintaining clients privacy at all times & the importance of collecting identification, identifying fraudulent id & behaviour, Internal & external.
Corporate Teller
ANZ
Caloundra, QLD
12.1999 - 11.2000
- Verified customers' identification to ensure compliance with laws and regulations.
- Took appointments every 30mins of high profile Corporate Clients in a single teller, bullet proof, guarded & locked room.
- Responsible for a daily cash holding of up to $1m & twice weekly preparation & clearing of 60%
- Strictest confidentiality required for these high profile clients who were in the public eye
- Responsible to sort & count coins from all the carparking boxes in Caloundra, in between customer appointments.
- Adhered strictly to all security procedures related to handling money at the teller window.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Built and maintained client relationships through quality, personalized interactions.
- Delivered exceptional service to customers in person, by remaining friendly & professional during every transaction regardless of their mood.
- Identified transaction errors when debits and credits did not balance.
Office Manager Bank
ANZ
Narromine
01.1997 - 12.1999
- Managed sales pipeline from lead generation to close of sale.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Monitored all teller staff performance and provided feedback on their progress.
- Conducted daily operations audits to ensure compliance with banking regulations.
- Trained and supervised tellers in customer service techniques, cash handling skills, bank policies and procedures, security & compliance.
- Resolved customer complaints quickly and professionally.
- Maintained records of transactions, balancing accounts accurately at the end of each day.
- Ensured proper security protocols were followed by all employees while handling money or other assets.
- Performed additional duties as assigned by senior management team members.
- Drove daily operations through cash drawer balancing, counterfeit currency identification and vault cash management.
- Reviewed and approved transactions above limits and authority levels of teller staff.
- Created teller team schedules to maintain adequate staffing.
- Personal Loans & Home Loans under $100k
Teller Supervisor
ANZ
Narromine
12.1995 - 12.1996
- Provided daily supervision and guidance to teller staff, ensuring compliance with bank policies and procedures.
- Monitored cash levels in all drawers; balanced cash drawers at the end of each shift.
- Resolved customer complaints promptly and efficiently while maintaining high levels of customer service.
- Maintained accurate records of transactions processed by each teller throughout the day.
- Reviewed suspicious activity reports from tellers; reported any violations to management immediately.
- Ensured proper security protocols were followed including verifying identification when necessary.
- Investigated discrepancies between actual cash counts and computer-generated totals.
- Managed and balanced cash vault, audits and general ledger accounts.
- Supplied tellers with coin and currency.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Identified transaction errors when debits and credits did not balance.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Acted as pivotal point of contact between bank branches regarding guidelines and practices.
Teller Trainer
ANZ
Narromine
03.1995 - 12.1995
- Verified customers' identification to ensure compliance with laws and regulations.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Balanced cash drawers on a daily basis.
- Provided exceptional customer service while accurately processing routine transactions.
- Assisted customers in opening new accounts and completing required paperwork.
- Answered customer inquiries regarding bank products and services.
- Explained account information to customers in detail as needed.
- Processed wire transfers for customers both domestically and internationally.
- Cross-sold additional bank products when applicable to meet customer needs, such as Term Deposits, Insurance, Lending, Financial Planning
- Maintained confidentiality of all customer records and information according to company policies.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Adhered to financial services security and audit procedures.
- Met or exceeded sales goals by promoting bank products and services in customer interactions. Always had my pipeline reports on hand and constantly following up sales possibilities
Education
HSC -
Narromine High School
Narromine, NSW10-1991
Skills
- Strong Work Ethic
- Customer Service-Oriented
- Reliable, Responsible, Honest
- Problem-Solving/Discrepancy Resolution
- Leadership
- Team Player
- Communication
- Self-Directed
- Time Management
- Cash Handling & Cash Drawer Reconciliation
- Consumer Banking
- Fraud Detection
- Regulatory Compliance
- Data Entry
- MS Office
- Currency Exchange
Affiliations
- Joint creator & was President of Narromine MS Support Group 2010 - 2023
References
References available upon request.
Hobbies
Walking the dogs, sewing, family time, socialising with friends, theatre, movies.
Timeline
SELF EMPLOYED
BRENNO'S HOTBAKE
08.2004 - 01.2024
Senior Sales Consultant
ANZ
11.2000 - 08.2004
Corporate Teller
ANZ
12.1999 - 11.2000
Office Manager Bank
ANZ
01.1997 - 12.1999
Teller Supervisor
ANZ
12.1995 - 12.1996
Teller Trainer
ANZ
03.1995 - 12.1995
HSC -
Narromine High School
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