Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kathryn Ryan

Cowra,NSW

Summary

I am currently completing my Certificate IV in Human Resources Management with Cowra Shire Council. I have strong professional skills and experience in recruitment, employee relations, performance management, compliance and training. Although I have only been in this position in just under 12 months, my passion for the role has clearly grown. As a strong communicator with a proven ability to build relationships across all levels of the organisation, I am committed to supporting future goals by enhancing employee satisfaction and productivity in any organisation.

Overview

16
16
years of professional experience

Work History

Human Resources Officer

Cowra Shire Council
Cowra
05.2023 - Current
  • Developed, implemented and maintained recruitment policies and procedures.
  • Analyzed job descriptions to determine job requirements and qualifications.
  • Conducted orientation sessions for new employees to ensure understanding of company policies and procedures.
  • Maintained employee records such as contact information, attendance records, performance reviews and termination documents.
  • Assisted in the development of training programs for existing staff members.
  • Provided advice and guidance regarding disciplinary actions when needed.
  • Prepared reports related to personnel activities including hiring, terminations, transfers and promotions.
  • Coordinated with management on recruitment strategies.
  • Collaborated with various departments in the organization to identify staffing needs.
  • Reviewed resumes and applications for potential candidates.
  • Responded to inquiries from current or prospective employees about benefits or other HR related issues.
  • Conducted exit interviews with departing employees to assess reasons for leaving.
  • Ensured compliance with safety regulations in the workplace.
  • Managed employee relations issues such as grievances or complaints.
  • Organized employee recognition programs or activities.
  • Hired, onboarded, trained, screened and released employees.
  • Supported top talent identification processes by interviewing candidates and executing onboarding, orientation and benefits processes.
  • Recruited, trained, screened and dismissed employees.

Member Services Officer

Central West Credit Union
Cowra, NSW
05.2022 - 05.2023
  • Responsible lending requirements and obligations
  • Liaising with credit assessors
  • KYC (know your customer ) identification versification
  • Lending assessment/coaching team members
  • planning strategies with team to create new business within the community
  • quarterly business development plans
  • policy and procedure awareness daily training
  • implementing fraud procedures and detection of risk compliance
  • Personal and general advise to customers based on their current needs and situations
  • Offering the banks services and products
  • Manage bank account opening, closure and oversee transactions
  • Resolving customer complaints and issues
  • Referring customers to in house financial experts as needed
  • Reaching out to customer new and existing to generate new business
  • Present financial products and service to existing and prospective customers
  • Performing administration duties
  • Building strong relationships with our customers
  • Having quality in depth conversations with all customers to help reach goals
  • Working in a positive team environment
  • Meeting sales targets expectations for the business daily/weekly
  • Efficient service, time management and calendar structure
  • Daily weekly planning
  • Following Safe work practices
  • Being responsible for branch guidelines in absence of Brach Manger
  • Following company guidelines and procedures in accordance to code of conduct
  • Living and representing the banks values in a professional manor
  • Recommended potential products or services to interested customers.
  • Developed, implemented and maintained recruitment policies and procedures.
  • Analyzed job descriptions to determine job requirements and qualifications.
  • Conducted orientation sessions for new employees to ensure understanding of company policies and procedures.
  • Maintained employee records such as contact information, attendance records, performance reviews and termination documents.
  • Assisted in the development of training programs for existing staff members.
  • Provided advice and guidance regarding disciplinary actions when needed.
  • Prepared reports related to personnel activities including hiring, terminations, transfers and promotions.
  • Monitored adherence to employment laws within the organization.
  • Coordinated with management on recruitment strategies.
  • Collaborated with various departments in the organization to identify staffing needs.
  • Reviewed resumes and applications for potential candidates.
  • Responded to inquiries from current or prospective employees about benefits or other HR related issues.
  • Conducted exit interviews with departing employees to assess reasons for leaving.
  • Ensured compliance with safety regulations in the workplace.
  • Managed employee relations issues such as grievances or complaints.
  • Organized employee recognition programs or activities.
  • Hired, onboarded, trained, screened and released employees.
  • Supported top talent identification processes by interviewing candidates and executing onboarding, orientation and benefits processes.
  • Created process improvements, policies, procedures and knowledge management to resolve employee discrepancies.
  • Recruited, trained, screened and dismissed employees.
  • Recruited, hired and developed personnel to align with company revenue objectives.

Home Loan Specialist

National Australian Bank
Cowra, Nsw
01.2019 - 04.2022
  • Informed customers of loan application requirements and deadlines.
  • Developed loan contracts and explained contract terms to clients.
  • Collaborated with company teams to expedite loan approval processes.
  • Located and suggested loan packages that met client needs and priorities.
  • Prepared reports for customers with delinquent and irreconcilable accounts.
  • Verified applicant information by consulting with outside agencies, credit bureaus and businesses.
  • Met with applicants to obtain information for loan applications and answer questions about loan process.
  • Gathered client debt, credit and income information to determine loan eligibility.
  • Assessed financial means and desires of each client in order to set up appropriate mortgage packages.
  • Updated client account information and records in company databases.
  • Submitted applications to credit analysts.
  • Reviewed client documentation and contracts for discrepancies and mistakes.
  • Complied applications and paperwork and double-checked for accuracy.
  • Stayed abreast of lending regulations, industry trends and market rates.
  • Helped clients fill out loan applications and find ideal loan options.
  • Educated customers regarding actions and strategies for debt repayment.
  • Verified client financial information to determine creditworthiness and loan eligibility.
  • Developed and maintained relationships with local real estate agents.
  • Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
  • Developed and recommended personal or commercial loan packages for clients.
  • Kept detailed records regarding approved, denied and received loan applications.
  • Met with applicants to obtain information for loan applications and answer questions about processes.
  • Assessed feasibility of loan approval by reviewing financial histories, available credit and current employment.
  • Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
  • Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
  • Analyzed new markets and developed referral networks to locate new loan prospects.
  • Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information.
  • Informed customers of application deadlines, approvals and denials.
  • Identified valuable solutions for customers with credit problems.
  • Approved or denied loan applications and explained reasoning behind decisions.
  • Analyzed applicants' financial status, credit and property evaluations to determine feasibility of granting loans.
  • Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
  • Reviewed credit histories from applicants and determined feasibility of granting requested loans.
  • Set up debt payment plans based on client credit, income and assets.
  • Identified lending risks and implemented strategies to reduce loan defaults.

Customer Service Specialist

St George Bank
Cowra , NSW
04.2015 - 12.2018
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Educated customers on special pricing opportunities and company offerings.
  • Executed on-time and under budget project management to resolve complex issues.
  • Consulted with customers to resolve service and billing issues.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Troubleshot shortages and overages to support quality control efforts.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Developed strong customer relationships to encourage repeat business.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Improved customer service wait times to mitigate complaints.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Made outbound calls to obtain account information.
  • Helped customers open accounts, make deposits, update information and carry out range of routine actions.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Customer Service Manager

COLES
Kawana Waters , QLD
01.2008 - 03.2015
  • Audited customer account information to identify issues and develop solutions.
  • Evaluated and authenticated returns, exchanges and voids.
  • Processed documentation and troubleshot discrepancies to build client rapport.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings
  • Duties; Customer Service, Great communication skills, Leadership Skills, Time Management, Planning,
  • Daily Ordering of Stock, Daily Reports, Daily Waste, Waste and stock Budgets weekly, Out of Date Codes,
  • Mark Downs, Quality Of Food Preparation and shelf Displays, Operation of Food and Safety
  • requirements, High OH&S Standards, Operation of Pallet Jacks, Trolleys, Back Dock Receiving,
  • Managing Safe Work Practices for all employees, Price changing/ adjusting, Planning advertisement
  • displays, Filling and removing stock, Cleaning, Team Rostering, Computer Knowledge, First Aid, Fast
  • friendly and Efficient Customer Service.

Education

High School Diploma -

Cowra High School
Cowra, NSW

Kaplan

Skills

  • Upbeat and Positive Personality
  • Transaction Processing
  • Upselling Products and Services
  • Multitasking and Prioritization
  • Order and Refund Processing
  • Needs Assessment
  • Efficient and Detail-Oriented
  • Understanding Customer Needs
  • Translation and Interpretation Services
  • Data Entry and Maintenance
  • Customer Account Management
  • Call Documentation
  • Customer Data Confidentiality
  • Customer Retention Strategies
  • Responding to Difficult Customers
  • POS Systems and Ordering Platforms
  • Creative Problem Solving
  • Calm and Professional Under Pressure
  • Customer Service
  • Issue and Complaint Resolution
  • Building Customer Trust and Loyalty
  • Data Entry
  • Verbal and Written Communication
  • Courteous with Strong Service Mindset
  • De-escalation Techniques
  • Complaint Handling
  • Prioritization Skills
  • Sales and Marketing
  • responsible lending Knowledge
  • Customer Retention Mastery
  • Customer Care Experience
  • Poised and Professional
  • Performance Evaluation
  • Onboarding
  • Professional Development
  • HR Policies Expertise
  • Labor Agreements
  • Background Checks
  • Records Management
  • Document Management
  • Family Outreach
  • Retention Strategies
  • Conflict Mediation
  • Onboarding and Training
  • Compensation and Benefits
  • Quality Assurance
  • Exit Interviews
  • Employee Relations
  • Recruitment Strategies
  • Organizational Development
  • Report Writing
  • Employee Surveys
  • Records Maintenance
  • Onboarding and Orientation
  • Strength Reporting
  • Recruitment
  • Career Development
  • Talent Recruitment
  • Succession Planning
  • Interviewing Techniques
  • Employee Retention
  • Workplace Safety
  • Incident Investigation
  • Budgetary Planning
  • Risk Management
  • Worker Training
  • Safety Training
  • Occupational Health
  • Protective Equipment
  • Hazard Identification
  • Safety Documentation and Materials

References

Nsw
  • Doug Durant - Manager Director at Drive Home AFG

0423 487 287

  • Tiffany kent - Senior Human Resources Officer - Cowra Shire Council

0428 663 499

Timeline

Human Resources Officer

Cowra Shire Council
05.2023 - Current

Member Services Officer

Central West Credit Union
05.2022 - 05.2023

Home Loan Specialist

National Australian Bank
01.2019 - 04.2022

Customer Service Specialist

St George Bank
04.2015 - 12.2018

Customer Service Manager

COLES
01.2008 - 03.2015

High School Diploma -

Cowra High School

Kaplan

Similar Profiles

CREATE PROFILE
Kathryn Ryan