Michael Rose
Bulimba,QLD
Summary
- Encouraging manager with strong interpersonal communication ability, combined with excellent analytical problem-solving and a talent for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills
- Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance
Overview
20
20
years of professional experience
Work History
Owner Manager / Branch Manager
Bank Of Queensland
02.2004 - 02.2024
- Managed the day-to-day operation of the retail branch
- Developed and maintained strong relationships with customers, resulting in repeat business and referrals.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced operational risks while organizing data to forecast performance trends.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Improved marketing to attract new customers and promote business.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Examined customer loan applications for loan approvals and denials.
- Submitted loan applications to underwriter for verification and recommendation.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
Education
No Degree - Certificate in Financial Markets
Securities Institute Education
Skills
- Small business operations
- Verbal and written communication
- Client Service
- Business Planning
- Strategic Planning
- Staff Management
- Marketing
- Staff hiring
- Business Development
- Business marketing
- Employee Development
- Sales Leadership
- Regulatory Compliance
- Customer Service
- Decision-Making
- Teamwork and Collaboration
- Team Leadership
- Goal Setting
- Customer Retention
- Staff training/development
- Delegating Work
- Employee Motivation
- Hiring and Onboarding
Referees
Tony Arnold
Owner Manager
Bank of Queensland Windsor
Mobile: 0417 631962
Ann Kay
Regional Manager
Bank of Queensland
Mobile: 0456 763388
Timeline
Owner Manager / Branch Manager
Bank Of Queensland
02.2004 - 02.2024
No Degree - Certificate in Financial Markets
Securities Institute Education
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