Kerry zhou

Business development is one of the main focuses of this role – to grow the lending and deposit book through the acquisition of new-to-bank customers via broker, first-party channels, accountants, lawyers, and professional networks and memberships.

• Developed strategic partnerships to enhance business growth and market presence.
• Analyzed market trends to identify new business opportunities for expansion.
• Managed client relationships to ensure satisfaction and retention of key accounts.
• Collaborated with cross-functional teams to improve customer engagement strategies.
• Conducted presentations to stakeholders highlighting business development initiatives.
• Researched competitors to inform strategic decision-making and positioning efforts.
• Identified potential clients, built relationships, and negotiated contracts.
• Identified new customers through pipelining, pre-qualification and territory analysis and management.
• Created presentations to attract new business opportunities.
• Managed the sales pipeline and forecasted sales targets to ensure business objectives were met.

• Managed SME client portfolios with lending, deposits, and transactional banking solutions <$3 million.
• Conducted credit analysis, financial modeling, and loan structuring.
• Built long-term client relationships, helping businesses achieve growth while mitigating risk.
• Coordinated loan applications and documentation for business financing.
• Developed and maintained strong relationships with clients to ensure satisfaction of their banking needs.
• Attended networking events in order to build relationships with potential clients.
• Identified opportunities for cross-selling products and services to existing customers.

• Managed customer inquiries through various communication channels effectively.
• Led training sessions for new team members on customer service protocols.
• Developed and implemented strategies to improve customer satisfaction ratings.
• Collaborated with cross-functional teams to resolve complex customer issues.
• Monitored team performance and provided feedback for continuous improvement.
• Utilized CRM systems to track customer interactions and manage service requests.
• Conducted regular team meetings to discuss service goals and challenges.
• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
• Monitored staff performance to ensure adherence to customer service standards.
• Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
• Led team engagement to assist cross-functional departments and achieve goals.
• Developed policies and procedures related to customer service operations.
• Assisted in developing an effective system for tracking client requests from initial contact through resolution.

• Verified NetBank fax requests for clients lacking successful identification by customer service representatives.
• Approved emergency replacement card requests from MasterCard, Visa, and VTU.
• Managed unique card inquiries while understanding Bureau system functionalities.
• Assessed fraud risks and security issues to mitigate potential threats.
• Provided management relief weekly by handling escalated calls and monitoring staff performance.
• Coached and trained staff while ensuring compliance with regulatory requirements.
• Processed Reserve Bank CUSS ATM/POS interchange settlements efficiently.
• Ordered hire cars for over 30 staff members to facilitate transportation needs.

• Generating new business by offering a full range of company services, including home loans, personal loans, debt consolidation, insurance, credit cards, limit increases, and term deposits.
• Inbound telephone and email assistance for Commonwealth Bank customers (personal and business customers) to develop customer relationships, sales opportunities, and facilitate customer retention.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Assisted with customer requests and answered questions to improve satisfaction.
• Collaborated closely with team members to achieve project objectives and meet deadlines.
• Worked with cross-functional teams to achieve goals.
• Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
• Achieved cost-savings by developing functional solutions to problems.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Striving to achieve 100% in Roy Morgan Customer Experience Surveys.