Kyra Hawes
Summerhill,TAS
Summary
With over 16 years of experience in dynamic call center and operations environments, I offer a wealth of knowledge and expertise in every role. My comprehensive background has honed my ability to manage operations, deliver exceptional customer service, and drive ongoing improvements. I am committed to embracing change within the organization and passionate about optimizing processes to better support both bankers and customers.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Conversation Analyst
Westpac Banking Group
04.2024 - Current
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Initiated process improvements that led to more efficient workflows, reducing turnaround times on projects.
- Delivered high-quality work consistently by adhering to established guidelines and maintaining strong attention to detail.
- Built strong relationships with clients by consistently providing valuable insights and recommendations on industry trends and best practices.
- Resolved complex coding discrepancies through thorough research, analysis, and consultation with relevant stakeholders.
- Enhanced coding accuracy by conducting thorough code reviews and providing detailed feedback to clients.
- Supported continuous improvement initiatives by actively participating in internal quality assurance programs aimed at enhancing overall team performance.
Content Developer
Westpac Banking Group
10.2021 - 04.2024
- Participated in brainstorming sessions to generate innovative ideas for content strategies that aligned with company goals and objectives.
- Cultivated strong relationships with subject matter experts to produce accurate and authoritative content on a variety of topics.
- Strengthened SupportPoint content through proofreading and editing.
- Provided constructive feedback during peer review sessions, assisting colleagues in refining their work for maximum impact.
- Edited and proofread colleagues work to maintain high-quality standards across all published materials.
- Managed competing deadlines with efficiency.
- Proved successful working within tight deadlines and a fast-paced environment.
- Generated leads through the creation of compelling gated content downloads such as Jira.
Moments Specialist
Westpac Banking Group
04.2019 - 10.2021
- Provide Extra Care to our customers in circumstances deemed as vulnerable, to ensure they are given the very best support. I use my knowledge of the Banking Code of Practice (BCoP) and our obligations to help customers in vulnerable situations, by exploring solutions for their banking needs, and provide information for support services for long term assistance.
- Provide support by providing expert knowledge of all processes, policies, products and services to bankers helping to develop their capacities and provide coaching recommendations and insights to the leadership teams. I champion use of resources by guiding and supporting bankers to become self-sufficient in accessing and becoming familiar with available resources (SupportPoint, ASTRO, Obi, etc) to generate solutions and remain compliant in servicing customers.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Shared insights gleaned from escalated complaints with relevant departments, fostering a collaborative approach to continuous improvement efforts across the organization.
- Improved team productivity by sharing best practices and coaching colleagues on effective complaint resolution techniques.
- Participated in quality assurance audits, reviewing complaint files for compliance with company policies and regulatory requirements.
- Enhanced customer satisfaction by efficiently resolving escalated complaints and providing appropriate solutions.
- Reduced repeat complaints with thorough investigation of underlying issues and implementation of corrective actions.
Knowledge Expert, Consumer Solutions
Westpac Banking Group
04.2014 - 04.2019
- Provide support by providing expert knowledge of all processes, policies, products and services to bankers helping to develop their capacities and provide coaching recommendations and insights to the leadership teams. I champion use of resources by guiding and supporting bankers to become self-sufficient in accessing and becoming familiar with available resources (SupportPoint, Charlie/ASTRO, Obi, etc) to generate solutions and remain compliant in servicing customers. I role model Own the Moment and Customer First frameworks and demonstrate behaviours that support a customer-centric culture.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Education
High School Diploma -
St. Patricks College
Launceston10-1997
Skills
- Microsoft Office Proficiency
- Critical Analysis
- Deadline-Oriented Time Management
- Meticulous Attention
- Excel Spreadsheet Management
- Operational Enhancements
- Continuous improvement
- Risk Assessment
- Operational Workflow Review
- Problem Detection
- Compliance Management
- Compliance Audit Support
Certification
Certificate III - Financial Services (Westpac) - RG146 Tier 2 Accreditation 2019
Certificate II – Small Business (Launceston Golf Club) 2000
Accomplishments
- Hosted a Masterclass for O&E: 2025
- Reset/Gem TAS - Organised and Hosted Awards Evenings: 2016-2019
- All Star - Customer Care banker of the year 2019 award winner
- CEO Award nominee: 2019
- Business Support Coordinator VIC/TAS secondment: 2019
Timeline
Conversation Analyst
Westpac Banking Group
04.2024 - Current
Content Developer
Westpac Banking Group
10.2021 - 04.2024
Moments Specialist
Westpac Banking Group
04.2019 - 10.2021
Knowledge Expert, Consumer Solutions
Westpac Banking Group
04.2014 - 04.2019
High School Diploma -
St. Patricks College
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