Liana Crump
Brisbane,QLD
Summary
Performance Improvement Manager with a strong track record in enhancing operational efficiency and customer experience. Recognized for leadership in fostering team collaboration and achieving strategic goals. Nominated for the WIBF 2024 Rising Star Award for outstanding contributions to the industry.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Performance Improvement Manager
Westpac
11.2023 - Current
- Lead initiatives in front-end banking and management solutions to optimize operational efficiency and improve customer satisfaction
- Drive engagement strategies in a hybrid work environment to enhance team productivity and effectiveness.
Team Performance Manager
Credit Corp
04.2017 - 12.2023
- Cultivated a culture of knowledge sharing and mutual support among team members, contributing to enhanced operational outcomes
- Supported Operations Manager in strategic collection activities, ensuring compliance with policies and ethical standards
- Recognized as Team Performance Manager of the Year in 2019 for exceptional leadership and achievement.
Senior Manager, Customer Relationship Management
Credit Corp
12.2009 - 04.2017
- Maximized long-term performance through strategic management of customer relationships and technical support across collection activities
- Developed and implemented Individual Learning Plans to foster continuous improvement and skill development within the team.
Education
Some College (No Degree) -
Australian Institute of Management
Skills
- Operational Efficiency
- Customer Experience Enhancement
- Team Collaboration and Leadership
- Strategic Customer Relationship Management
- Remote Team Management
- Succession Planning
- Staff Development
- Performance Appraisal
- Business Development
- Process Improvement
- Training and Development
- Analytical Thinking
- Negotiation and Conflict Resolution
- Onboarding and Orientation
- Shift Scheduling
- Team Leadership
- Active Listening
- Time management abilities
- Business Analysis and Reporting
Certification
- Team Performance Manager of the Year 2019 (Credit Corp)
- Various certifications in Time Management, Reporting & Analysis, and more.
Additional Information
Nominated for the WIBF 2024 Rising Star Award for exceptional contributions to the industry., Active participant in leadership and professional development discussions on LinkedIn.
References
Available upon request.
Volunteer Experience
[Include any relevant volunteering experience if applicable]
Timeline
Performance Improvement Manager
Westpac
11.2023 - Current
Team Performance Manager
Credit Corp
04.2017 - 12.2023
Senior Manager, Customer Relationship Management
Credit Corp
12.2009 - 04.2017
Some College (No Degree) -
Australian Institute of Management
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