Hi, I’m
Kathleen O'Neill
Perth,WA
Summary
Agile and adaptable leader with stellar work history, motivational approach and upbeat nature. Skilled at coaching employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements to achieve KPI's. Forward-thinking and industrious with candid communication style focused on maximizing engagement and satisfaction for both customers and colleagues.
Overview
19
years of professional experience
Work History
QBE
Claims Performance Coach
12.2023 - 03.2024
Job overview
- Primary focus of this role was to elevate Service Managers' capability and performance through observations, feedback, and coaching
- Provided constructive feedback from observing coaching sessions, enabling Service Managers to make informed decisions about their performance, goals and implement actionable skills to lift performance.
- Implemented data-driven methodologies to track progress and adjust coaching approaches accordingly.
- Provided feedback to Service Managers to improve coaching techniques and increase drive to succeed.
- Facilitated virtual, in-person and blended learning sessions.
NAB
Branch Manager
02.2021 - 12.2023
Job overview
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Coached and supported Home Loan Specialists, increasing Quality Assurance results to 90% and drawing down over $19m in 6 months.
- Improved customer satisfaction ratings by enhancing service quality and resolving customer issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently resulting in a 140% win/loss rate for Home Loan Customers and an additional $4m in sales.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team resulting in 400 account openings and 100 referrals to business partners in a 12 month period.
- Developed a high-performing team through targeted coaching with local and state reward and recognition.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
HBF
Branch Manager
01.2017 - 02.2021
Job overview
- Drove cultural change around risk management and implemented processes for enhanced customer service.
- Improved customer satisfaction ratings by enhancing service quality and resolving member issues promptly resulting in achieving a +90% customer satisfaction rating 2 years in a row
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently resulting in the branch being a Top 2 performer for consecutive years.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Championed process improvement initiatives that resulted in increased efficiency, improved service quality, or cost savings for HBF as a whole.
- Reduced employee turnover by fostering a positive work environment and creating development opportunities through coaching and support.
- Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing members.
HBF
Operations Manager, Contact Centre
01.2016 - 01.2017
Job overview
- Empowered Team Leaders to take ownership of their outcomes through data, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Analyzed and reported on key performance metrics to senior management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Introduced new methods, practices, and systems to reduce errors and increase members obtaining the correct information the first time, driving up first call resolution and saving HBF $300k
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Handled staff training initiatives aimed at upskilling the workforce to resolve unauthorized, unsafe, or ineffective practices.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
HBF
Branch Manager
01.2008 - 01.2016
Job overview
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Complied with regulatory guidelines and requirements.
- Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
HBF
Assistant Manager, Contact Centre (Outbound)
01.2008
Job overview
- Unified 3 teams into a cohesive unit, aligned culture with wider HBF values, and implemented key metrics
- Coached and developed team leaders to achieve expected behaviours.
HBF
Various Roles Including: Member Relationship Consultant, Team Leader Branch Network, Team Leader Call Centre
01.2005 - 01.2008
Education
FINSA
No Degree from Career Qualified in Banking Certification
2022
University of Otago, New ZealandDunedin, New Zealand
Bachelor of Commerce in Management, specialising in Industrial Relations
01.2002
Skills
- Customer Service
- Team motivation, leadership and creating highly engaging environments
- Retail Operations across digital, call centre and face to face
- Orientation and training
- Sales Reporting
- Employee Performance Evaluations and Succession
- Project management abilities
- Budgeting and finance
- Problem Resolution, Root Cause Analysis
- Employee Coaching and Mentoring
Timeline
Claims Performance Coach
QBE
12.2023 - 03.2024
Branch Manager
NAB
02.2021 - 12.2023
Branch Manager
HBF
01.2017 - 02.2021
Operations Manager, Contact Centre
HBF
01.2016 - 01.2017
Branch Manager
HBF
01.2008 - 01.2016
Assistant Manager, Contact Centre (Outbound)
HBF
01.2008
Various Roles Including: Member Relationship Consultant, Team Leader Branch Network, Team Leader Call Centre
HBF
01.2005 - 01.2008
FINSA
No Degree from Career Qualified in Banking Certification
University of Otago, New Zealand
Bachelor of Commerce in Management, specialising in Industrial Relations
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