Patrick Smith
Joondalup,Australia
Summary
Accomplished Customer Resolutions Specialist with a proven track record at Commonwealth Bank for the last 10 years, adept in navigating complex customer complaints and driving significant improvements in customer satisfaction. Awarded the Ultimate Success State Award for exceptional problem-solving and interpersonal skills.
However, after considerable reflection on my career goals and personal passions, I am eager to transition into the mining industry, where I believe I can make a meaningful contribution. To better prepare myself for this career transition, I have actively pursued further education and qualifications.
My shift from banking to mining is driven by a desire to do something completely different to what i am used to. I am excited about the opportunity to apply my skills in a new context and contribute to the industry's evolution. I am confident that my background in finance, combined with my commitment to learning and adapting, will enable me to make a valuable impact in the mining sector.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Resolutions Specialist
Commonwealth Bank / CommInsure / Hollard Insurance
Perth, WA
07.2021 - Current
- My current role is responsible for managing and resolving complaints escalated internally as well as externally through the Australian Financial Complaints Authority (AFCA)
- The role is managing escalated and intricate complaints for Hollard and ensuring our customers receive fair and prompt resolutions
- By navigating the complaint resolution journey, we pinpoint areas of improvement in products, services, and procedures, advocating for changes that enhance the overall customer experience
- Building strong networks and relationships with colleagues to allow us to collaboratively address problems, escalate contentious customer issues, and influence positive outcomes
- Understanding community expectations and a risk-conscious mindset, especially when investigating raised issues
- Awards: Ultimate Success State Award winner FY 2022
Portfolio Case Manager / Case manager
CBA Insurance
Perth, WA
06.2017 - 07.2021
- As a Portfolio Claims Manager in Home Claims, the role consisted of handling a large number of claims from start to finish
- This position demands adaptability, robust interpersonal skills, and the capacity to collaborate effectively with diverse stakeholders
- Above all, it requires a dedication to providing outstanding customer service and support whilst handling up to and over 200 claims
- Ensuring that claims decisions are technically sound and effectively communicated to all customers and stakeholders
- Coordinate with suppliers and service providers to ensure clients receive satisfactory service levels within authorized limits
- Act as subject matter experts (SMEs) within the team, offering expertise and guidance in claims management and customer service
Sales and Service Consultant
CBA Insurance
Perth, WA
01.2017 - 06.2017
- As the first contact point for our customers, I am entrusted with ensuring exceptional customer satisfaction
- Within our General Insurance Contact Centre, we offer motor and home insurance through our Inbound Sales & Service teams, providing comprehensive support tailored to our customers' needs
- Duties: Providing accurate information efficiently and in relation to home and motor general insurance products
- Establishing new policies within agreed delegated levels of authority and to update existing policies for our customers
- Achieve set business key performance indicators (KPI’s)
Self Service Specialist/Customer Service Specialist/ Customer Service Representative
Commonwealth Bank
Joondalup, WA
10.2015 - 01.2017
- In my title role of Self-Service Specialist, I am responsible with educating customers on how to use our self service facilities specialising in our internet banking facility, Netbank
- Providing customers with bank and finance information
- Educating new and existing customers on new products and services
Branch Concierge/Floor Manager
Commonwealth Bank
Joondalup, WA
07.2014 - 10.2015
- In my role as the Branch Concierge, I was responsible for managing the customer experience when entering the bank
- Working with the Branch Manager to keep our staff on track and motivated to provide customers with the best experience
Store Manager
Virgin Mobile Australia
Joondalup, WA
01.2014 - 07.2014
- In my role as the Store Manager, I was responsible for the day to day running of the Joondalup store
- I helped lead, motivate and develop team members whilst managing the profitability of the store
- Duties: managing KPI’s across the store on a daily basis;
Off Sider Caretaker
Strata Council
Joondalup, WA
10.2004 - 02.2007
- Duties: caretaker to 90 residential apartments;
- Maintenance of all services to ensure smooth running of amenities;
- Checking chemicals to ensure pool is safe to swim in everyday;
- General cleaning around the property;
- Securing pool area and gym area after hours;
- 24/7 on call for resident enquiries
Education
Bachelor Degree - Business (Management and Marketing)
Edith Cowan University
01.2011
Certificate IV - Sport Development
National Corporate Training
Joondalup, WA01.2006
Certificate II - Information Technology
National Corporate Training
Joondalup, WA01.2006
Certificate II - Business
National Corporate Training
Joondalup, WA01.2006
Western Australian Certificate of Education -
Wanneroo Senior High School
Wanneroo, WA01.2005
Skills
- TLIC3004 - Heavy Rigid Auto
- CPCWHS1001 - White card
- TLID0015: Load and unload goods, cargo
- TLIA 1001 Secure Cargo
- Strong communication skills
- Teamwork
- Customer service
- Ability to receive constructive feedback
- Time management
- Problem solving skills
- Computer skills
- Microsoft office
- Verbal skills
- Interpersonal skills
- Flexibility
- Enthusiasm
- Cash handling experience
References
- Michelle Hayes, Direct report in current position, CBA Insurance / Hollard Insurance, Manager, 0449 128 620
- Shaynee Tupin, Direct report in previous position, Commonwealth Bank, Branch Manager, 0417 455 342
Hobbies and Interests
- Finance
- Travelling
- Basketball
Certification
- TLIC3004 - Heavy Rigid Auto
- CPCWHS1001 - White card
- TLID0015: Load and unload goods, cargo
- TLIA 1001 Secure Cargo
Timeline
Customer Resolutions Specialist
Commonwealth Bank / CommInsure / Hollard Insurance
07.2021 - Current
Portfolio Case Manager / Case manager
CBA Insurance
06.2017 - 07.2021
Sales and Service Consultant
CBA Insurance
01.2017 - 06.2017
Self Service Specialist/Customer Service Specialist/ Customer Service Representative
Commonwealth Bank
10.2015 - 01.2017
Branch Concierge/Floor Manager
Commonwealth Bank
07.2014 - 10.2015
Store Manager
Virgin Mobile Australia
01.2014 - 07.2014
Off Sider Caretaker
Strata Council
10.2004 - 02.2007
Bachelor Degree - Business (Management and Marketing)
Edith Cowan University
Certificate IV - Sport Development
National Corporate Training
Certificate II - Information Technology
National Corporate Training
Certificate II - Business
National Corporate Training
Western Australian Certificate of Education -
Wanneroo Senior High School
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