Kellie Kersnovske
Little Mountain,QLD
Summary
Proven team-oriented professional with exceptional interpersonal skills, known for an enthusiastic, happy, and positive approach. Demonstrated passion for learning and growth, seeking to leverage skills and pursue career growth in the State Government sector on the Sunshine Coast.
11 years of diverse business support roles within the local government sector, and nine years of fast paced, customer-oriented experience in business banking in the corporate sector.
Accomplished Business Support Officer, Business Analyst, Project Officer, Customer Service Coordinator and Business Banking Manager. Highly organised, attention to detail, methodical and skilled at overseeing daily milestones across high-performance teams.
Overview
21
21
years of professional experience
Work History
Project Officer
Sunshine Coast Council – Arts Heritage & Libraries, Economic and Community Development
03.2023 - Current
- Supporting a multitude of projects by undertaking a range of project research, analysis, reporting, implementation, and administrative activities to support the development and delivery of projects, in line with established project plans and objectives.
- Enhanced project efficiency by streamlining communication channels and implementing effective collaboration tools.
- Reduced project delivery timelines through meticulous planning, scheduling, and resource management.
- Developed comprehensive project plans outlining scope, timeline, budget constraints, and risk mitigation strategies.
- Implemented quality control measures to minimize errors and maintain high standards throughout the project lifecycle.
Business Analyst
Sunshine Coast Council – Arts Heritage & Libraries, Economic and Community Development
02.2020 - 03.2023
- Responsible for reporting on the outputs of the Arts Heritage and Libraries branch collectively, directly to the branch Manager, in alignment with the priorities of the Sunshine Coast Arts Heritage & Libraries overarching plans.
- Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.
- Enabled data-driven decision making with advanced analytics tools, generating valuable insights for the organization.
Business Support Officer (4-month secondment)
Sunshine Coast Council – Business Support & Technologies, Customer & Planning Services
12.2021 - 04.2022
- Enhanced overall team efficiency by providing business systems, hardware, mobility and software support and innovative solutions to the wider Customer Response team.
- Provided exceptional customer service, resolving issues promptly and professionally for increased satisfaction.
- Assisted in the preparation of comprehensive reports for senior management, presenting valuable insights for informed decisionmaking.
Project Officer
Sunshine Coast Council – Cultural Heritage Services, Economic and Community Development
04.2014 - 02.2020
- Worked closely with our heritage board, local heritage organisations, volunteers and stakeholders, co-facilitating community consultations and ensuring that community members had a voice in decision-making processes.
- Improved stakeholder satisfaction by conducting thorough project needs assessments and delivering customised solutions.
- Facilitated successful project outcomes by maintaining open lines of communication among team members, stakeholders, and senior management.
Libraries Customer Service Coordinator
Sunshine Coast Council – Libraries, Economic and Community Development
04.2012 - 04.2014
- Actively contributing to the effective operation of the unit by leading and developing positive and collaborative relationships with key stakeholders.
- Developed innovative programs and initiatives that fostered community connections, enhancing community engagement, and providing access to knowledge, resources, and social support.
Business Banking Manager
NAB Business
01.2010 - 01.2012
- Delivering optimal service quality standards and exceptional and meaningful customer service.
- Meeting key performance indicators and targets annually.
- Introducing and integrating customers with key internal and external stakeholders to support them in the development of their businesses.
- Adhering to strict compliance, policy and procedural guidelines to fund customers allowing them to build capacity and foster growth.
- Maintaining my accreditation register, ensuring ongoing availability of all required documentation supporting regulatory compliance Standards.
Business Banking Partner (Management)
NAB Business
01.2009 - 01.2010
- Achieved successful client outcomes by identifying and addressing their unique needs and goals.
- Mentored junior associates, providing guidance on case strategy and professional development opportunities.
- Crafted persuasive written communications including briefs, memoranda, and contracts with attention to detail and clarity.
- Cultivated a positive work environment within the firm by promoting collaboration among colleagues.
- Collaborated with a diverse team of professionals to develop innovative solutions for complex issues.
- Streamlined internal processes, fostering improved efficiency and productivity within the firm.
Senior Associate
NAB Business
01.2007 - 01.2009
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Developed comprehensive training programs, resulting in improved employee skillsets and increased productivity.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
Associate
NAB Business
01.2003 - 01.2007
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
- Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
Education
Bachelor of Business – Major in Management -
Central Queensland University
11.2003
Compliance, Business & Commercial Lending -
Moody’s Analytics & Omega Performance
11.2009
Skills
- High Level Administration
- Advanced Organisational Skills
- Prioritisation / Time Management
- Professionalism
- Confidentiality
- MS Office Suite Expertise
- Reporting
- Budget Management
- Meeting & Diary Management
- Relationship Management
- Advanced Communication Skills
- Regulatory Compliance Support
- Correspondence Management
Accomplishments
2023, 2022, 2018 Arts Heritage & Libraries Reward & Recognition
For positive attitude and high achievements across the branch.
2012 Local Government Managers Australia Propeller Programme
Chosen to visit six councils across QLD to build cross state connections on behalf of Sunshine Coast Council.
2011 NAB National Award - Number 1 Small Business Banking Manager in Australia
For proven Customer Service Standards.
2011 NAB National Award - Dedication to Customers and Community
For significant portfolio growth through successful business banking customer portfilio management.
2008 to 2010 – Chosen to support NAB's largest Business Banking portfolio in QLD ($150 million in lending)
2007 NAB Prestigious National Award - Top 100 Performer in Australia
For proven risk management in Business Banking.
2006 NAB Prestigious State Award - Star Performer, Night of Nights
For impeccable compliance adherence.
References
- Emma Wise, Emma.Wise@sunshinecoast.qld.gov.au, 0488 980 371
- Janine Symons, Janine.Symons@sunshinecoast.qld.gov.au, 0488 980 371
- Rodney Edmonds, sinoexport.aus@gmail.com, 0427 535 967
Timeline
Project Officer
Sunshine Coast Council – Arts Heritage & Libraries, Economic and Community Development
03.2023 - Current
Business Support Officer (4-month secondment)
Sunshine Coast Council – Business Support & Technologies, Customer & Planning Services
12.2021 - 04.2022
Business Analyst
Sunshine Coast Council – Arts Heritage & Libraries, Economic and Community Development
02.2020 - 03.2023
Project Officer
Sunshine Coast Council – Cultural Heritage Services, Economic and Community Development
04.2014 - 02.2020
Libraries Customer Service Coordinator
Sunshine Coast Council – Libraries, Economic and Community Development
04.2012 - 04.2014
Business Banking Manager
NAB Business
01.2010 - 01.2012
Business Banking Partner (Management)
NAB Business
01.2009 - 01.2010
Senior Associate
NAB Business
01.2007 - 01.2009
Associate
NAB Business
01.2003 - 01.2007
Bachelor of Business – Major in Management -
Central Queensland University
Compliance, Business & Commercial Lending -
Moody’s Analytics & Omega Performance
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