Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Kerry Thomson

Summary

Skilled in maintaining robust customer relationships, fostering brand loyalty, and driving customer satisfaction. Background includes managing high-volume customer inquiries, resolving complex issues, and implementing effective solutions to improve processes. Strengths include strong communication skills, negotiation abilities, problem-solving skills, and a customer-first approach. Previous work has resulted in increased client retention rates and positive feedback from customers.

Overview

18
18
years of professional experience

Work History

Customer Relationship Officer (CRO)

Bendigo Bank
Rye
11.2023 - Current
  • Identify customers' needs, help them reach their goals by exploring their circumstances and offering relevant banking solutions
  • Build strong and sustained connections with customers through the optimisation of customer engagement and campaigns
  • Build relationships with new and existing customers to create opportunities
  • Contribute towards the branch strategic plan by delivering on specified sales expectations
  • Execute on acquisition and retention activities to enhance the customer experience and advocacy
  • Maintain knowledge of products, digital and self-service offerings, policies, operational and risk management practices through regular sales meetings
  • Lead monitoring of branch performance objectives progress to targets lending, customer onboarding and retention activities, educating customers on digital offerings and providing solutions, the facilitation and administration of customer experiences in the branch
  • Attend, support and contribute to local events and community engagement activities, including out of hours attendance required on occasion
  • Actively participate to create and maintain an environment that motivates, holds accountable, engages, and develops the skills of the team
  • Work as a team with the day-to-day operations of the branch by delivering on my set responsibilities in required timeframes and being flexible with taking on a range of tasks
  • Actively identify coaching and development opportunities
  • Work with branch team and business writing specialists to execute strategies to grow loans and deposits
  • Generate personal lending approvals, deposits, referrals to specialists and other key objectives to achieve branch targets
  • Support a culture that embeds the consideration of, and adherence to risk and compliance in all decision making
  • Work with customers to educate and increase use of self-service and digital tools to give them greater flexibility in when and how they choose to do their banking
  • Always comply with all Bank policies and procedures, and ensure the quality of lending and credit management is within my delegated authority

Senior Constable/Tactical Intelligence Operative (TIO)

Victoria Police
01.2012 - 07.2023
  • During my time with Victoria Police, I worked in many roles: TIO at Clandestine Laboratory Squad, TIO at Joint Anti Child Exploitation Team, Intelligence Analyst at Divisional Intelligence Unit, Divisional Response Unit (Drugs), Criminal Investigation Unit, Highway Patrol, Divisional Van Duties, General Duties, Crowd control at sporting events and concerts, COVID response/Border control, Emergency response for Corryong fires
  • Held Negative Vetting Level 1 Security Clearance 2020
  • Intelligence gathering in both strategic and tactical environments
  • Proactively identifying crime trends
  • Develop and evaluate intelligence, assess the risk and harm, identify opportunities and intelligence gaps
  • Produce high quality intelligence products, Intelligence Alerts and Intelligence Briefs
  • Adhering to timeframes
  • Present findings with senior management and external stakeholders
  • Attend regular Tasking & Coordination meetings to discuss trends and actions to take to disrupt crime
  • Develop and maintain relationships with many internal and external stakeholders, sharing intelligence whilst adhering to legislation and privacy laws
  • Work closely with AUSTRAC, identifying patterns and trends with payments
  • Understanding Suspicious Matter Reports and International Funds Transfer Instructions
  • Use of many intelligence programs including Mapping Systems
  • Utilising the Central Aided Dispatch (CAD) system to keep track of units and jobs occurring within Victoria
  • Use and understanding of Open Source Intelligence Tools, the Darkweb and crypto-currency
  • Respond to situations quickly and safely in the frontline
  • Community engagement
  • Responsible for creating Operation Orders and conducting Operational Safety Briefings from anywhere between 5 and 100 members
  • Ensuring paperwork timeframes are met
  • Investigating an array of criminal investigations thoroughly
  • Victim centric approach
  • Attending Court when required to provide evidence
  • Apply to the court for various warrants
  • Present safety briefings to members assisting with the warrant executions
  • Maintaining a level of training to remain qualified to be operational police officer
  • Qualified dedicated workplace mentor
  • Assist in the training and mentorship of junior staff members
  • Taking responsibility for performance management and developing skill sets
  • Watchouse Keeper
  • Ensure issued equipment is accounted for
  • Liaise with members of the public who require assistance face to face
  • Answer telephone calls and take reports
  • Rostering
  • Being responsible for the roster for 52 station members and their rostering needs
  • Remain in line with Workplace safety and understand the responsibilities of reporting
  • Continuous training
  • Provided training and mentoring to junior constables.

Property Manager

Henderson Real Estate
07.2011 - 12.2011

Property Manager

Stockdale & Leggo Rosebud
11.2006 - 07.2011

Education

Financial Services Reform Act 2001 ('FSRA') Tier 2 accreditation -

01.2023

Certificate IV Real Estate Practice -

01.2023

Diploma Of Police Intelligence Practice -

01.2022

Diploma of Policing -

01.2014

Skills

  • Strong communication skills
  • Problem-solving
  • Analytical writing
  • Strong interpersonal skills
  • Ability to build relationships and rapport with key community stakeholders
  • Proven relationship building skills
  • Extensive customer service experience
  • Ability to work in a team environment
  • Advanced technology and digital capabilities
  • Empathetic
  • Personal drive
  • Self-motivated
  • Research and due diligence
  • Regulatory Compliance
  • De-Escalation Techniques
  • Business development understanding
  • Database Management
  • Business Development
  • Emotional Intelligence
  • Time Management
  • High-energy attitude
  • Training and mentoring
  • Schedule Management

Affiliations

  • I have recently finished my first season as a Team Manager for a local Girls Footy Team
  • In my spare time in enjoy hiking and camping

References

References available upon request.

Timeline

Customer Relationship Officer (CRO)

Bendigo Bank
11.2023 - Current

Senior Constable/Tactical Intelligence Operative (TIO)

Victoria Police
01.2012 - 07.2023

Property Manager

Henderson Real Estate
07.2011 - 12.2011

Property Manager

Stockdale & Leggo Rosebud
11.2006 - 07.2011

Financial Services Reform Act 2001 ('FSRA') Tier 2 accreditation -

Certificate IV Real Estate Practice -

Diploma Of Police Intelligence Practice -

Diploma of Policing -

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Kerry Thomson