Shona Miller
Summary
Proven to excel in fast-paced environments, I leveraged my strong communication skills and POS system expertise at Big W to enhance customer satisfaction significantly. Demonstrating reliability and a keen eye for detail, I successfully trained new team members, contributing to our team's efficiency and safety. My adaptability and dedication to customer service have consistently fostered positive client relationships and workplace productivity. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
Work History
Store Team Member
Big W
10.2022 - Current
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Contributed to team success by completing jobs quickly and accurately.
- Developed strong cooperative relationships with coworkers and managers.
- Maintained productive, efficient approach to all tasks.
- Addressed and resolved customer complaints in polite and professional manner.
- Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
- Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
- Used computer and point of sale system knowledge to process transactions, perform product lookups and verify inventory availability.
- Trained new team members by relaying information on company procedures and safety requirements.
- Ensured smooth operations during peak periods via effective time management techniques such as delegation and task prioritization.
- Maintained general knowledge of departments to help customers quickly locate products and merchandise.
- Increased customer satisfaction by providing exceptional service and promptly addressing concerns.
- Resolved customer complaints professionally, demonstrating empathy and commitment to excellent service.
- Participated in ongoing training programs to stay current on company policies, procedures, and product knowledge.
Mortgage & Finance Specialist
Self Employed
09.2021 - 01.2023
- Managed loan pipelines efficiently, promptly addressing any issues or concerns that arose during the mortgage process.
- Collaborated with different lenders to find best possible deal for homebuyers.
- Explained entire mortgage loan process to borrower.
- Assessed clients' financial data to determine loan suitability.
- Implemented efficient documentation practices that expedited processing times while ensuring compliance with industry regulations.
Finance Broker
Noosa Finance Group
02.2022 - 09.2022
- Negotiated favourable terms with lenders, securing advantageous interest rates for clients.
- Attended networking events to establish industry connections and promote brand awareness.
- Conducted comprehensive financial analyses to identify optimal lending options for clients'' unique needs.
- Provided clear communication throughout the loan process, keeping clients informed every step of the way.
- Developed strong relationships with key stakeholders, fostering trust and loyalty from both clients and lenders.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Conducted research to answer questions and handle issues using multiple systems and resources.
Senior Mortgage Broker
MAP Home Loans - Melbourne
01.2021 - 08.2021
- Collaborated effectively with internal team processors, to ensure seamless transactions from start to finish.
- Managed risk effectively by assessing borrowers'' creditworthiness based on established criteria while adhering to all legal and regulatory requirements.
- Maximized productivity by implementing time management strategies such as prioritizing tasks, delegating responsibilities, and utilizing technology for automating routine tasks.
- Conducted thorough research on lender guidelines, market conditions, and borrower qualifications to secure optimal loan terms for each transaction.
- Maintained detailed records of client interactions, transactions, and documentation for accurate reporting and compliance purposes.
- Stayed up-to-date on industry trends and regulations to provide informed advice to clients at all times.
Client Services Manager / Parabroker
MAP Home Loans - Queensland
07.2020 - 12.2020
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Data entry into Specialised Mortgage Broking Software.
- Preparation of compliance documentation.
- collection and collation of required supporting documentation for loan applications.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Processed loan applications
- Enhanced client satisfaction by implementing effective communication strategies and addressing concerns promptly.
Client Services Manager
Brown,Macaulay & Warren Financial Services
10.2018 - 05.2020
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with records of client interactions, client notes, and other information.
- Built a strong rapport with key decision-makers within client organizations, fostering trust and long-lasting partnerships.
- Managed a diverse portfolio of clients across various industries, demonstrating adaptability and expertise in catering to specific needs.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
Administration Specialist
Self Employed
12.2017 - 10.2018
- Increased customer satisfaction through prompt responses to inquiries, consistent follow-ups, and excellent problem-solving skills.
- Facilitated smooth travel arrangements for executives by handling flight bookings, accommodations, transportation logistics, and itineraries in a timely manner.
- Provided comprehensive support to management teams during key projects, ensuring deadlines were met and objectives achieved.
- Maintained high levels of confidentiality by safeguarding sensitive information, both physical and digital records.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Managed filing system, entered data and completed other clerical tasks.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Client Services Manager
Ethica Private Wealth
09.2016 - 11.2017
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with records of client interactions, client notes, and other information.
Financial Planning Assistant
QT Financial Planning
01.2016 - 05.2016
- Short term contract role assisting two senior Financial Planners with all aspects of advice provision, including implementation of investments and compliance assurance, in a very busy environment.
- Prepared reports and other documentation ahead of prospective client and current client meetings.
- Assisted in the development of customized financial plans tailored to clients'' specific needs and goals.
- Observed data integrity and confidentiality procedures as per corporate and federal guidelines.
- Maintained strict compliance with industry regulations, ensuring the protection of both clients and firm reputation.
- Managed client issues and returned calls and emails
Senior Client Services Officer
Infocus Money Management
06.2011 - 07.2015
- Enhanced customer satisfaction by resolving complex account issues and providing exceptional service.
- Organized and participated in client events and conferences, showcasing company expertise and fostering industry partnerships.
- Built strong relationships with clients through effective communication and understanding their needs.
- Resolved escalated customer issues promptly, fostering trust and demonstrating commitment to outstanding service.
- Provided ongoing support to clients throughout the lifecycle of their relationship with the company, ensuring long-term satisfaction and retention.
- Developed and maintained existing client relationship and developed new client relationships.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Superannuation Administrator (SMSF)
Financial Synergy
01.2002 - 06.2007
- Developed tailored communication materials for clients, explaining complex superannuation concepts in easily understandable terms.
- Increased operational efficiency through continuous improvement initiatives in the administration process.
- Assisted in the development of policy changes based on evolving industry regulations, ensuring ongoing compliance across all aspects of superannuation administration.
- Managed a diverse portfolio of clients, maintaining strong relationships to ensure high retention rates and satisfaction levels.
- Supported the implementation of new system upgrades, ensuring seamless transition with minimal disruption to daily operations.
Education
Certificate IV - Finance & Mortgage Broking
Kaplan Professional
Brisbane01-2021
Diploma - Finance & Mortgage Broking Management
FASTA.
Melbourne, VIC01-2021
Justice of The Peace (QUAL) -
QLD Justice Association
Brisbane01-2019
Diploma - Financial Services (Financial Planning)
Kaplan Professional
Brisbane, QLD01-2009
Skills
- Cleanliness and hygiene
- Workplace Safety
- Store maintenance
- Reliability and punctuality
- Cash Handling Accuracy
- Loss prevention strategies
- Customer Engagement
- Data entry proficiency
- POS System Operation
- Returns and exchanges
- Reliable and Responsible
- Customer Service
- Friendly and Helpful
- Strong Communication and Interpersonal Skills
- Attention to Detail
- Team Cooperation
- Honest and Dependable
- Engaging with Diverse Customers
- Excellent Written and Verbal Communication
- Register Opening and Closing
Timeline
Store Team Member
Big W
10.2022 - Current
Finance Broker
Noosa Finance Group
02.2022 - 09.2022
Mortgage & Finance Specialist
Self Employed
09.2021 - 01.2023
Senior Mortgage Broker
MAP Home Loans - Melbourne
01.2021 - 08.2021
Client Services Manager / Parabroker
MAP Home Loans - Queensland
07.2020 - 12.2020
Client Services Manager
Brown,Macaulay & Warren Financial Services
10.2018 - 05.2020
Administration Specialist
Self Employed
12.2017 - 10.2018
Client Services Manager
Ethica Private Wealth
09.2016 - 11.2017
Financial Planning Assistant
QT Financial Planning
01.2016 - 05.2016
Senior Client Services Officer
Infocus Money Management
06.2011 - 07.2015
Superannuation Administrator (SMSF)
Financial Synergy
01.2002 - 06.2007
Certificate IV - Finance & Mortgage Broking
Kaplan Professional
Diploma - Finance & Mortgage Broking Management
FASTA.
Justice of The Peace (QUAL) -
QLD Justice Association
Diploma - Financial Services (Financial Planning)
Kaplan Professional
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