Kristen Carroll

• Proactively identified solutions for customers experiencing credit issues.
• Streamlined the home lending process by efficiently managing loan documentation and communication with all parties involved.
• Navigated challenging transactions with diplomacy and professionalism, finding creative solutions to overcome obstacles during the closing process.
• Assisted in training new employees on home lending procedures, serving as a resource for questions and guidance throughout their onboarding process.
• Promoted a positive work environment by actively participating in team meetings, offering constructive feedback, and celebrating successes collectively with colleagues.
• Approved loan applications based on customer creditworthiness and provided detailed financial advice.
• Developed and maintained relationships with customers, lenders and other third parties.
• Increased customer loyalty through personalized service tailored to individual financial goals, fostering lasting relationships built on trust and reliability.
• Assessed loan portfolios for compliance with underwriting policies.
• Conducted thorough analyses of applicant credit reports, ensuring accurate assessment of financial risk factors associated with each prospective borrower.
• Analyzed potential risks and evaluated loan products to identify suitable options for customers.
• Enhanced team productivity through effective collaboration with colleagues, sharing best practices to improve overall performance.
• Researched and updated industry knowledge on changing legislation and regulations.
• Explained very technical financial information to applicants in easy to understand language.
• Identified opportunities to cross-sell and upsell loan products to customers.
• Safeguarded sensitive client information by adhering strictly to data privacy regulations throughout the home lending process.
• Delivered a seamless experience for clients transitioning between pre-approval stage and mortgage application submission through clear communication and attentive service.
• Maintained compliance with industry regulations and company policies while guiding clients through loan origination and closing processes.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Passionate about learning and committed to continual improvement.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Gained extensive knowledge in data entry, analysis and reporting.
• Applied effective time management techniques to meet tight deadlines.
• Gained strong leadership skills by managing projects from start to finish.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

Relief Manager role extended periods.

Joint attendance at relevant community functions, public speaking awards and presentations, board meetings.

Adherence to policy or appropriate mitigation of outside guidelines banks processes and lending policy and principles. Recognising staff and celebrating wins, effectively implementing team with delivery operating rhythm for success.

Act commercially by taking responsibility, balance customer needs and risk..

Active Management of key branch expenses, in line with achieve satisfactory branch assurance reviews.

• Enhanced cross-selling opportunities by understanding customer needs and recommending relevant products or services.
• Created customer support strategies to increase customer retention.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Developed targeted marketing campaigns for specific customer segments, increasing engagement rates among clients.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Managed customer relations on ongoing basis to maximize customer retention.

• Championed customer-centric initiatives within the company, fostering a culture of service excellence and continuous improvement.
• Managed high-profile accounts, ensuring consistent delivery of exceptional service for continued business growth.
• Made customers aware of current and new programs and services.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Assisted in developing departmental goals aligned with the company''s overall objectives, leading to better performance metrics across the board.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Delivered prompt service to prioritize customer needs.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Gained strong leadership skills by managing projects from start to finish.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked well in a team setting, providing support and guidance.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked flexible hours across night, weekend, and holiday shifts.
• Passionate about learning and committed to continual improvement.

• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Led a dedicated team of customer relations specialists, fostering a positive work environment that encouraged professional growth and development.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
• Used consultative techniques to understand customer needs and make strategic referrals to business partners.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Organized regular meetings with stakeholders across departments, ensuring alignment on goals related to improving the overall client experience journey.
• Delivered superior customer service to strengthen relationships and drive future business revenue.
• Created activities and engagements to enhance customer experience, knowledge, and patronage.
• Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
• Scheduled and attended meetings with clients and prospective clients as requested.

• Enhanced cross-selling opportunities by understanding customer needs and recommending relevant products or services.
• Completed opening and closing functions to meet operational needs.
• Managed customer relations on ongoing basis to maximize customer retention.
• Created customer support strategies to increase customer retention.
• Responded proactively and positively to rapid change.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Created activities and engagements to enhance customer experience, knowledge, and patronage.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Created and maintained detailed database to develop promotional sales.
• Assisted customers with opening accounts and signing up for new services.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Maintained up-to-date knowledge of product and service changes.
• Improved customer satisfaction by addressing and resolving their concerns in a timely manner.
• Participated in industry conferences and networking events to establish lasting connections with potential clients and partners alike.

Received award "Being The Bendigo"National Winner of November 2012, customer service awar.

OHS officer, Fire Warden, Storm support

Project Team Implement new database

extensive trouble shooting

Writing procedure manuals, creation spreadsheets.

• Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
• Facilitated smooth communication between departments, acting as a liaison to ensure prompt resolution of issues.
• Developed strategies to streamline and improve office procedures.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
• Performed research to collect and record industry data.

Provide Support Project Managers, budget, accruals

Implementing change writing manuals, test senarios

Call Centre Accountant, FTE. Profit & Loss Balance Sheet

Bank and Month End reconciliations.

accounts payable, purchase orders.

Senior Accounts, Relief Payable Supervisor

Accounts Assistant, Foreign Currency Payments

General Accounts Ledger

Remittance Tracing Assistant

Customer Service Officer

Specialised Lateral Proof Operator

Relief Proof Supervisor

Inward Dishonour Clerk