Rachel Hemmings
Mackay,QLD
Summary
Driven Customer and Business Support Specialist with over ten years' experience in the consumer retail, finance and insurance industry. A definite people person with a passion for finance and sales. Is results orientated with a can-do attitude, while always leading from the front. Enjoys team building exercises.
Results-driven professional with solid foundation in business management. Known for effectively leading teams and driving operational improvements to achieve business objectives. Emphasizes team collaboration and adaptability to changing business needs. Skilled in strategic planning and project management, with reliable and flexible approach.
Overview
19
19
years of professional experience
Work History
Business Manger Finance and Insurance
Hyundai and Isuzu Auto Corner
01.2024 - Current
- Working and supporting other department managers to deliver outstanding customer service and sales results for the dealership.
- Create engaging, connecting and memorable moments with customers to establish their needs and presenting financing options to suit their individual requirements.
- Steer lending conversations with confidence, putting customers at ease with my complete understanding of our products and policies.
- Prepare financial documents and complete finance and insurance contracts, quotes and policies.
- Accredited with 3 financiers Toyota Financial Services, Hyundai Capital, Allied Finance. Maintaining F&I Training to retain accreditation.
- Responsible for document retention, accurate database updating, and information storage to meet legislative requirements.
- I take pride in my work, to manage my time, prioritize the important tasks and ensuring that I meet customer and business deadlines.
- Accurately data imputing, printing, and packaging the required documents for loan execution, and arranging Customer signatures, payouts, and insurance cover
- Completing the month-end summary recording results against objectives and planning corrective actions for the month ahead
- Highly self-motivated and financially driven.
- Passionate about achieving success, whilst also being committed to delivering the highest level of customer service.
- The ability to build trust and rapport with both internal and external customers.
- Strong sales and negotiation skills.
- A high standard of personal presentation.
- The ability to work in a busy team environment and remain calm under pressure.
- Growing the finance penetration for the dealership YoY.
Sales Consultant in Marketing Brand and Growth Department
Teachers Health Fund, Nurses and Midwives Health and UNI Health
01.2019 - 01.2024
- Excellent relationship building skills with the ability to build rapport quickly, over the phone, at in person conferences/events or digitally.
- Managing my pipeline of leads to maximise sales through regular, proactive, value adding engagement
- Supporting BDO's and BDM's with attending conferences/events to generate leads and build key relationships with other stakeholders to create opportunity for new business and partnerships.
- Implement and deliver on approved initiatives within agreed timeframes, budget constraints and quality standards.
- Generate new members by exceeding MTD and YTD defined sales targets and objectives.
- Maintain interactions and records through the national CRM system.
- Keeping up to date with internal product changes and new processes as well as external government legislation.
- Share knowledge of competitive landscapes, clients, market trends and capitalise on these insights.
- Identify opportunities for sustainable growth across multiple income streams.
- Maintain existing members through individual retention strategies.
- Drive and deliver outcomes on specified projects.
- Other tasks and projects related to department goals as required. Ability to self- generate leads, while proactively following up on those generated through the social channels.
- Solid understanding of sales and marketing-led sales approaches. Inbound and outbound calling.
- Strong project management, problem solving and analytical skills, with particular attention to detail.
- Exceptional presentation, written and verbal communication skills.
- Full time (work from home)
Client Service Support Specialist
Credit Union Australia & CUA Health- Loganholme Branch
02.2017 - 08.2019
- Customer Liaison - providing high quality client business support for members of the branch
- Acting as the ‘face' of the Bank' providing informative advice and information on products and services of the banking group.
- Provide administrative and advisory support to customers throughout the credit/lending loan application process.
- Assessment, validation and submission of loan application documentation in accordance with credit/lending policies and procedures
- Adherence to current regulative and legislative frameworks and policies
- Adherence to Financial Regulatory Guide 146 (RG146) regarding extensive product knowledge features and benefits of bank products and services, including:
- CUA Health and General Insurance products, motor, home and contents, loan repayment protection, personal loan products, credit cards, referrals to Financial Planner, and Home Loan Specialist
- Conducting personal loan/ credit card interviews, making sure all servicing and living expense calculators are accurate and correct.
- Provision of digital support to banking customers
- Extensive experience using banking applications, systems and databases for the generation of information and reporting
- Building genuine rapport and making real connections with CUA members
- Achieving sales success and reaching KPI's/targets by adding value to the member by tailoring a solution to their banking and lifestyle needs.
- Competent in transactional banking, term deposits, international transfers, loan redraw. account opening, end of day balancing, Armagaurd processing and ordering keeping sufficient cash levels in branch.
- Participating in daily Boost sessions around Culture, Products and sales techniques
- Community days volunteering
Store Manager/Sales
R.T.Edwards (Queensland's Electrical & Computer Retailer)
07.2012 - 01.2017
- Managing a profitable HI-TECH Retail store
- Developing and implementing sales strategies, which achieve/exceed RT Edwards's sales objectives
- Exceeding MTD and YTD profits year-on-year
- Implementing and coaching on weekly, monthly, yearly performance KPI's as set by RT Edwards for staff
- Ability to lead from the front, coaching and staff development
- Running sales drills with staff, on the floor coaching
- Understanding of product costing structures and profit margins
- Data analysis and reporting on sales trends for the implementation/adjustment of sales strategies
- A high understanding or product presentation and visual display
- Monthly merchandising of store marketing and promotional set up
- Resolving customer issues and maintaining a high level of customer service
- Up to date with ACCC, Equal Employment opportunity, OH&S, harassment and bullying laws
- Ability to prioritise tasks and meet deadlines
- Monthly Mystery Shopping reports
- Accountable for stock holdings, ordering, pricing, stocktake and turn over
- Company policy and procedure compliant
- Creating rosters, banking, till reconciliation
- Building and maintaining strong relationships with suppliers, staff and senior management
- Accountable for finance and credit compliance
- Submitting leading leases for products, understanding the lending criteria and obligations
- The ability to understand payslips and calculate income as per policy
Business Manager
Telstra shop - Mackay
01.2011 - 01.2012
- Managing a profitable Telstra store with 10-15 staff
- Managing a business on profit and loss statements, targets and budgets
- Experience in building a high-performance team
- The ability to work under pressure and handle challenging situations
- Decision-making ability and a sense of responsibility
- Highly organised and can manage a great number of priorities at once
- The ability to meet sales targets, budgets and deadlines
- Achieving personal and store KPI'S
- Lead, coach and develop team to achieve sales and customer service results
- Building strong relationships with sales representatives, staff and customers
- Ensuring excellent customer service and after sales service deliverables
- Meeting company expectations by implementing and maintaining high merchandising standards
- Resolving customer issues and maintaining a high level of customer service
- Organise promotions for in store catalogues, advertising, visual merchandising
- Maintenance and adherence to all OH&S standards and procedures
- Conducting and supervising regular stock takes ensuring inventory accuracy, is of high quality
- Managing deliveries - run sheets, supplier's deliveries and goods inwards
- Ability to carry out purchase orders, invoicing, finance contracts, banking, cash reconciliation
- Stock ordering maintain stock levels and rotation
- Understanding key retail operating metrics and cost management
Assistant Manager
R.T.Edwards (Queensland's Electrical & Computer Retailer)
01.2007 - 01.2011
- Managing of store and staff operational procedures
- The ability to work under pressure and handle challenging situations
- Decision-making ability and a sense of responsibility
- The ability to meet sales targets, budgets and deadlines
- Achieving personal and store KPI'S
- Developing and coaching staff to achieve success
- Building strong relationships with sales representatives, staff and customers
- Ensuring excellent customer service and after sales service deliverables
- Meeting company expectations by implementing and maintaining high merchandising standards
- Organise promotions for in store catalogues and advertising
- Maintenance and adherence to all OH&S standards and procedures
- Conducting and supervising regular stock takes ensuring inventory accuracy, is of high quality
- Managing deliveries run sheets, supplier's deliveries and goods inwards
- Ability to carry out purchase orders, invoicing, finance contracts, banking, cash reconciliation
- Stock ordering, maintenance of stock levels and rotation
- Basic computer knowledge and RCS web base system experience
Skills
- Financial management
- Customer service
- Project management
- Employee management
- Analytical thinking
- Business development
- Cross-functional collaboration
- Retail operations management
- Coaching and mentoring
- CRM software
- Business management
- Sales strategies
- Revenue generation
Awards
October 2017 QLD Salesperson of the month, March 2017 QLD Rental employee of the month, May 2016 QLD Rental store of the month, 2016 QLD Rental store of the year, September 2010 QLD Rental employee of the month, August 2010 QLD Rental employee of the month, March 2010 QLD Rental employee of the month, December 2008 QLD Rental employee of the month, 2008-2009 RT Edwards State Rental Champion, 2009-2010 RT Edwards State Rental Champion, 2010-2011 RT Edwards State Rental Champion
Training
- 2016: Completed DDI Targeted Selection Interviewing Techniques
- 2015-2016 Friedman Group- Retail Management Training
- Selling Skills
- Gold Star Selling
- Store Management
- SMS01 - Sales Management: Playing the Big Game
- SMS02 - Sales Management: The Four Major Causes of Non-Compliance
- SMS03 - Non-Negotiable Selling Standards: Establishment & Enforcement
- SMS04 - Fun Factor: The Value of Esprit de Corps
- SMS05 - Coaching: Making it a Priority
- SMS06 - Weekly Coaching: Moving the Metrics
- SMS07 - Weekly Coaching: Demonstrated
- SMS08 - Coaching: On the Selling Floor Where the Action Is
- SMS09 - Conversion Rate & Transactions: The Most Important Metrics of All
- SMS10 - Rotation Systems Part One: Why You Might Need One
- SMS11 - Rotation Systems Part Two: Implementation & Accountability
- SMS12 - Motivation: Creating the Right Environment
- SMS16 - Hiring Part One: Screening Applicants
- SMS17 - Hiring Part Two: The First Interview
- SMS18 - Hiring Part Three: The Second Interview & Making the Selection
- SMS19 - Employee Turnover: Analysis & Correction
- 2015: Completed Level two in DDI Interaction Management Training
- Motivating others
- Retaining talent
- Leading a high-performance team
- Addressing poor performance
- Building and sustaining trust
- Resolving workplace conflict
- 2011: Completed Level one in DDI Interaction Management Training
- Essentials of Leadership
- Coaching for success coaching for improvement setting performance expectations
- Reviewing performance progress
- Delegating for results
Timeline
Business Manger Finance and Insurance
Hyundai and Isuzu Auto Corner
01.2024 - Current
Sales Consultant in Marketing Brand and Growth Department
Teachers Health Fund, Nurses and Midwives Health and UNI Health
01.2019 - 01.2024
Client Service Support Specialist
Credit Union Australia & CUA Health- Loganholme Branch
02.2017 - 08.2019
Store Manager/Sales
R.T.Edwards (Queensland's Electrical & Computer Retailer)
07.2012 - 01.2017
Business Manager
Telstra shop - Mackay
01.2011 - 01.2012
Assistant Manager
R.T.Edwards (Queensland's Electrical & Computer Retailer)
01.2007 - 01.2011
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