Kelly Watt
Glenroy
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Dependable, reliable and results-driven with a passion for growth and efficiency.
Overview
20
20
years of professional experience
Work History
Everyday Banker- Customer Service
Anz Bank
Melbourne Docklands
07.2023 - 06.2025
- Addressed customer needs for everyday banking, including account details, transactions, and dispute. management, enhancing service efficiency.
- Resolved customer complaints efficiently, ensuring satisfaction and retention.
- Helped customers understand and use mobile applications and online banking.
- Coordinated with other departments regarding customer requests or disputes resolution.
- Resolved customer inquiries and complaints, ensuring satisfaction and compliance with banking regulations.
Assistant Manager/ Cafe worker
Middle Street Cafe
Hadfield
05.2019 - 11.2022
- Supervised daily operations and staff activities at a busy café environment.
- Managed inventory control and ordering processes for kitchen supplies and ingredients.
- Trained new employees on service standards and operational procedures effectively.
- Coordinated staff meetings to discuss performance, challenges, and improvements needed.
- Resolved customer complaints promptly to maintain a positive café atmosphere.
- Monitored employee attendance records, timekeeping, and payroll information.
Operations Supervisor
AAMI
Melbourne
07.2008 - 10.2012
- Oversaw implementation of procedures, goals and objectives within operations.
- Built, coached and developed employee performance to provide highest level of customer service and product knowledge, resulting in advancement of employees BPI's and department results.
- Maintained staff by recruiting, selecting and developing personal growth opportunities.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Resolved customer complaints or answered customers' questions.
- Guided employees in handling difficult or complex problems.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
Inbound/Outbound Call Center Agent
AAMI
Melbourne
03.2005 - 07.2008
- Handled inbound calls each day providing Insurance quotes and customer queries.
- Built customer rapport and overcame customer objections, concerns and complaints.
- Followed established procedures and scripts during calls with customers.
- Consistently met or exceeded individual daily targets and BPI's set by department.
- Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement.
- Overcame and alleviated customer concerns by providing additional information.
- Have detailed knowledge and thorough understanding of all Policies and Product Disclosure Statements for all products
- Built rapport and trust with customers using open and interactive communication.
Education
Completed VCE -
Taylors Lakes Secondary College
Taylors Lakes, VIC12.2000
Certificate IV - Child Care
One World For Children
Melbourne, Victoria 2001
Skills
- Customer Service
- Rapport building
- Adept at learning new skills or roles
- Creative Problem Solving
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Online banking support
- Conflict resolution
- Relationship building
Timeline
Everyday Banker- Customer Service
Anz Bank
07.2023 - 06.2025
Assistant Manager/ Cafe worker
Middle Street Cafe
05.2019 - 11.2022
Operations Supervisor
AAMI
07.2008 - 10.2012
Inbound/Outbound Call Center Agent
AAMI
03.2005 - 07.2008
Completed VCE -
Taylors Lakes Secondary College
Certificate IV - Child Care
One World For Children