Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Kristine Zarb

Werribee

Summary

I am a customer focused and results driven individual with a background in superior customer service and administration support.

I am proficient in both verbal and written communications.

I have a proven track record in exceeding KPIs and enhancing customer loyalty through exceptional communication and problem-solving skills.

Adept at mentoring team members and fostering strong relationships, ensuring seamless service delivery in high-pressure environments.

Strong commitment towards honesty, integrity and commitment in all areas.

Overview

7
7
years of professional experience

Work History

Customer Relations Representative

Transport Management Solutions
08.2023 - Current
  • Managed client bookings for transport of freight via email and phone.
  • Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
  • Ensuring same day bookings were created by the carriers close time for collections.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Ensuring emails were answered within a 2 hour KPI.

Customer Service Representative

Autocare Services
10.2022 - 08.2023
  • Managed bookings for customers moving their vehicles interstate.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Managed approximately 30 incoming calls and emails per day from customers and internal stakeholders.

Account Origination Officer

ME Bank
08.2021 - 10.2022
  • Reviewing all ID documents via the online application process and approving the ID for new accounts, credit cards and home loans.
  • Managing multiple work queues and assigning tasks to team members.
  • Creating work instructions and liaising with other teams for creating best work practices for a seamless customer experience.
  • Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
  • Enhanced communication between team members by organizing regular meetings and fostering open dialogue.

Verification Officer

ME Bank
03.2021 - 08.2021
  • Verify documents for home loan applications
  • Ensuring documents were valid, compliant with regulations and meet the policy requirements.
  • Verify areas of the application that were outside bank policy and liaise with the broker/bankers PA/internal staff to ensure updated documents are provided.
  • Assessing all income, calculating funds to complete, and ordering/assessing property valuations.
  • Provided excellent customer service by promptly addressing inquiries and resolving any issues that arose during the verification process.
  • Maintained strict confidentiality of sensitive client information, adhering to company policies and regulations.

Business Development Officer

ME Bank
12.2017 - 03.2021
  • Managed approximately 60 incoming calls, emails and faxes per day from customers, Brokers and my BSM's.
  • Assist with uploading of documents into Apply online.
  • Liaise with all business units to achieve the desired outcome for our brokers and customers.
  • Interpret and apply aggregate pricing to existing and new home loans.
  • Workshop application structure with my BDM to obtain the best possible outcome for our customers.
  • Creating a proactive approach to following up the status of applications to achieve a fast settlement.
  • Maintaining an open relationship with our BDM's, RM's and brokers.

Skills

  • Focus on exceeding KPI's and Grade of service
  • Solid experience within a home loan environment, both in support and verification of documents
  • Mentoring and development of team members
  • Strong reporting, financial and analytical skills
  • Numerous years of superior customer service
  • Exceptional communication and negotiation skills
  • Problem-solving

Accomplishments

  • Successfully represented my work colleagues in EBA negotiations to ensure a better working environment for all employees.
  • Assisted in a project which saw our team retaining 333 customers with a total of over $133m in FUM.
  • Created work instructions for my team that have been adapted and used across other business departments.
  • Held morning tea days within my department to raise a total of over $6000 for Cancer research.

Timeline

Customer Relations Representative

Transport Management Solutions
08.2023 - Current

Customer Service Representative

Autocare Services
10.2022 - 08.2023

Account Origination Officer

ME Bank
08.2021 - 10.2022

Verification Officer

ME Bank
03.2021 - 08.2021

Business Development Officer

ME Bank
12.2017 - 03.2021

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Kristine Zarb