KATIE PAULL
Morangarell,Australia
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building, and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring, and morale-building techniques to maximise employee engagement and performance.
Overview
14
14
years of professional experience
Work History
Customer Service Specialist
Commonwealth Bank
Leeton, NSW
01.2024 - Current
- Assist customers with general banking transactions, answering questions and queries
- Build a personal connection with customers through meaningful conversations face to face and through direct channels.
- Work with customers to use our in branch technology and digital banking options
- Complete financial health checks to assess customers' financial needs.
- Process applications for personal loans, credit cards and associated products.
- Use tools to capture customer feedback and take action to correct any service issues.
- Travelling to other branch locations to assist with staffing.
- Resolved customer complaints through effective communication and problem-solving.
- Assisted customers with inquiries and product information efficiently.
- Collaborated with team members to enhance customer service strategies.
- Educated customers on financial products and services available.
- Maintained up-to-date knowledge of bank policies and procedures.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
Rural Service Manager
QPL Rural
Leeton, NSW
01.2022 - 01.2024
Administration Officer
Breed and Hutchinson
Leeton, NSW
01.2021 - 01.2022
- Contribute to and maintain our client database.
- Client engagement and relationship development.
- Water sales - Buy orders & sell orders. Contacting clients with water prices.
- Creating potential water purchaser/seller lists to contact for potential new clientele.
- Promote the Stock Co product with our clients.
- Assisting clientele with Stockco product knowledge and assisting with applications.
- Assist with the promotion of sales livestock/machinery as required.
- Working alongside agents for rural property sales - assist with appraisals, agency agreements, advertisements, and contact lists when required.
- Partnering with existing clients and suppliers to value add.
- Resolving client inquiries.
- Assist with the organisation of field days.
- Represent the business at field days and functions when necessary.
- Networking with other rural agencies and businesses.
- Building and promoting strong, long-lasting customer relationships by partnering with them and understanding their needs.
- Develop sales strategies to acquire new customers or clients.
- Present reports and realistic forecasts to the management team.
- Identify emerging markets and market shifts while being fully aware of new products and competition status.
- Using Sales gate to Process Sales, Livestock, Machinery sales.
- Auctions plus generating sales from creating a listing to communication with the service officer adding the media, Advertisement assisting agent with enquiries to the sale. Creating invoices and contacting bidders on past items to arrange an offer with the vendor.
- Following up on unpaid invoices.
Customer Relationship Manager
Integral Rural Financial Services
Leeton, NSW
12.2020 - 01.2021
- Supporting clients including the complete implementation and management processes for client files.
- Followed and reinforced policy and procedure regulations to keep the office in compliance with standards.
- Supporting principal advisors.
- Scheduled appointments with advisor to meet customer needs and resolve critical concerns.
- Scheduling client appointments.
- Generating and issuing invoices.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Reconciling client revenue.
- Generating client revenue statements.
- Generating client reports.
- Preparing agendas for team meetings, completing and distributing meeting minutes to key stakeholders.
- Implementing client requests.
- Implementing investment accounts, superannuation accounts and investment shares.
- Resolving client enquiries.
Customer Service Representative
Bendigo Bank
Coleambally community bank , NSW
08.2018 - 12.2019
- Answered customer questions and addressed concerns.
- Product knowledge to provide to clients.
- Escalated customer concerns, store issues, and inventory requirements to supervisors.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanour.
- Assisted customers with inquiries and account-related issues.
- Resolved complaints efficiently and professionally to ensure customer satisfaction.
- Processed transactions accurately using banking software systems.
- Educated clients on bank products and services to promote informed decisions.
- Collaborated with team members to improve service delivery processes.
- Maintained up-to-date knowledge of bank policies and procedures for compliance.
- Handled cash and balanced daily transactions with precision and care.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular follow-up calls with customers after resolving their issues.
- Improved product knowledge on continuous basis.
- Participating in team meetings.
- Working in a team environment.
- Providing personal insurance quotes.
- Referring insurance for both rural and small businesses.
- Meeting KPI's.
Customer Relationship Manager
Bendigo Bank
Griffith, NSW
04.2015 - 08.2018
- Customer service.
- Customer lending interviews.
- Staff reviews.
- Interviews for lending applications for personal loans, credit cards and home loans.
- Attended managers meetings.
- Attended operations meetings.
- Monitor, manage and reporting of branch compliance.
- Staff management.
- Running staff meetings.
- Weekly overdrawn reports.
- Branch budgeting.
- Dealing with difficult customers.
- Ensuring staff are up to date with evolving policies.
- Attending workshops for career and skills development.
- Scheduled appointments with clients to meet customer needs and resolve key concerns.
- Followed and reinforced Occupational Health and Safety regulations to ensure branch compliance with company and legislative standards and requirements.
- Helped customers open accounts, make deposits, update information, and carry out a range of routine actions.
- Supervised customer service calls to track support issues and improve operating procedures.
- Provided an exemplary level of service to customers to extend relationships for future business opportunities.
- Oversaw addressing customer requests for friendly, knowledgeable service and support.
- Developed strong relationships with clients through regular communication and personalized service.
- Managed customer inquiries and resolved issues promptly to enhance satisfaction levels.
- Coordinated financial product offerings tailored to client needs and goals.
- Resolved customer complaints in a timely manner.
- Responded promptly to emails, phone calls, and other forms of communication from customers.
- Created and managed customer relationship management databases.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Coordinated training sessions for staff members on customer service best practices.
- Facilitated knowledge sharing sessions to keep the team updated on best practices in customer relationship management.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Recruited and trained new employees to meet job requirements.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Reviewed completed work to verify consistency, quality, and conformance.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Implemented quality control measures to uphold company standards.
Customer Service Officer
Bendigo bank - Coleambally community bank
04.2012 - 02.2015
- Assisted customers with account inquiries and transaction processing.
- Account opening and processing
- Resolved customer complaints and provided effective solutions.
- Managed daily banking operations and ensured compliance with policies.
- End of day balancing
Education
Higher School Certificate -
Yanco Agricultural High School
Yanco, NSWSkills
- Time management
- Excellent communication
- Self-motivated
- Keeping promises to clients
- Ability to work under pressure
- Ability to work in a team environment
- Friendly, positive attitude
- Reliable and trustworthy
- Work ethic
- MS Office
- Issue and conflict resolution
- Account management
References
Available upon request
License - Type
Current class C Drivers' license
Timeline
Customer Service Specialist
Commonwealth Bank
01.2024 - Current
Rural Service Manager
QPL Rural
01.2022 - 01.2024
Administration Officer
Breed and Hutchinson
01.2021 - 01.2022
Customer Relationship Manager
Integral Rural Financial Services
12.2020 - 01.2021
Customer Service Representative
Bendigo Bank
08.2018 - 12.2019
Customer Relationship Manager
Bendigo Bank
04.2015 - 08.2018
Customer Service Officer
Bendigo bank - Coleambally community bank
04.2012 - 02.2015
Higher School Certificate -
Yanco Agricultural High School