Paul McCracken
Tarneit
Summary
Dynamic Client Relationship Manager with a proven track record at NAB/MLC, excelling in customer service and relationship building. Enhanced client satisfaction through tailored solutions and effective communication, while leading teams to achieve performance goals. Skilled in time management and conflict resolution, fostering a collaborative environment that drives success.
Overview
21
21
years of professional experience
Work History
Client First Associate
Insignia Finanacial
11.2023 - Current
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
Client Relationship Manager
NAB/MLC
01.2011 - 11.2023
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
- Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
- Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
- Identified opportunities to cross or up-sell Product or Service and communicated customer needs to appropriate team.
Team Leader
NAB/MLC
01.2005 - 01.2012
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Education
MacKillop Catholic Regional College
Werribee, VICSkills
- Customer service
- Time management
- Attention to detail
- Computer skills
- Leadership qualities
- Customer interaction
- Relationship building
Timeline
Client First Associate
Insignia Finanacial
11.2023 - Current
Client Relationship Manager
NAB/MLC
01.2011 - 11.2023
Team Leader
NAB/MLC
01.2005 - 01.2012
MacKillop Catholic Regional College
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