Marie Kouzi
Sydney,NSW
Summary
Accomplished Small Business Owner and Senior Manager with a proven track record at Commonwealth Bank, adept in operations management and fostering teamwork. Enhanced customer satisfaction by overhauling service protocols, achieving departmental goals through strategic planning, and leading high-performing teams.
Overview
14
14
years of professional experience
Work History
Small Business Owner
Little Sleepy Head
09.2021 - Current
- Established a small business as an Infant Sleep Consultant
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Promoted business via social media to generate leads and maximize brand identity.
- Enhanced company reputation by consistently delivering exceptional service quality to customers.
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Created financial plans and budgets to optimize resources, track expenses, and ensure profitability.
- Expanded client base through targeted networking initiatives, resulting in increased sales opportunities.
- Achieved consistent growth with careful planning and execution of business development initiatives.
- Participated actively in local community events or organizations as a way to give back while expanding brand visibility and credibility.
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
- Researched trends and current innovations to determine competition and develop competitive pricing points.
- Participated in business events, conferences and trade shows to promote products and network with business owners and prospective clients.
- Provided exceptional after-sales support to build strong customer relationships and encourage repeat business.
- Designed promotional materials to increase brand awareness in local community.
Senior Change Manager
Commonwealth Bank
09.2019 - 09.2023
- Managed end-to-end project lifecycles while adhering to budgetary constraints and deadlines, ensuring timely delivery of desired results.
- Evaluated the impact of proposed changes, ensuring their alignment with overall business objectives.
- Created customized training materials that addressed specific needs of employees affected by changes, promoting a positive work environment during transition periods.
- Improved organizational efficiency by designing and implementing change management strategies tailored to company needs.
- Built strong relationships with key stakeholders, securing essential buy-in for successful execution of change initiatives.
- Reduced employee resistance to change by providing targeted training sessions and effective communication plans.
- Collaborated with cross-functional teams to align change initiatives with broader organizational goals.
- Designed processes and systems supporting business needs before, during and after transitions.
- Managed internal and external client-facing relationships through transitional periods.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Senior Manager Strategy
Commonwealth Bank
09.2016 - 09.2019
- Managed complex projects from inception to completion, ensuring timely delivery within budget constraints.
- Implemented change management initiatives, successfully navigating teams through periods of transition while maintaining productivity levels.
- Conducted regular performance reviews for team members, providing constructive feedback on areas for improvement.
- Developed strong relationships with key stakeholders to ensure alignment on strategic objectives and goals.
Manager Migrant Financial Services
Commonwealth Bank
08.2013 - 09.2016
- Established, led and managed a sales and service team of 15 employees aimed at onboarding high networth migrant clients to our banking platform
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Cross-trained existing employees to maximize team agility and performance.
Senior Team Manager Premier Banking
Commonwealth Bank
06.2010 - 09.2013
- Evaluated individual performances objectively, identifying areas of improvement and providing tailored guidance for career growth.
- Established clear performance metrics and provided constructive feedback to enhance overall team competence.
- Fostered a culture of innovation within the team, encouraging members to develop groundbreaking ideas and solutions that contributed to business growth.
- Ensured compliance with relevant regulatory requirements across all projects while maintaining strict adherence to internal policies and procedures.
Education
MBA -
University of New South Wales AGSM
Sydney, NSW10.2014
Skills
Small business operations
Planning and execution
Vendor Relations
Business marketing
Operations Management
Project Management
Customer Service
Teamwork and Collaboration
Calendar Management
Timeline
Small Business Owner
Little Sleepy Head
09.2021 - Current
Senior Change Manager
Commonwealth Bank
09.2019 - 09.2023
Senior Manager Strategy
Commonwealth Bank
09.2016 - 09.2019
Manager Migrant Financial Services
Commonwealth Bank
08.2013 - 09.2016
Senior Team Manager Premier Banking
Commonwealth Bank
06.2010 - 09.2013
MBA -
University of New South Wales AGSM
Similar Profiles
Ruth Teariki-MetuaRuth Teariki-Metua
Mattress Assembly at Sleepy HeadMattress Assembly at Sleepy Head
Jasmine VillanuevaJasmine Villanueva
Front Desk Receptionist/ House Keeping at Sleepy Forest CottagesFront Desk Receptionist/ House Keeping at Sleepy Forest Cottages
Mary Beth JohnsonMary Beth Johnson
Reading Resource Educator at Sleepy Hollow Elementary SchoolReading Resource Educator at Sleepy Hollow Elementary School