Summary
Overview
Work History
Education
Skills
References
Hobbies and Interests
Further Experience
Timeline
Generic

Simone Kelly

Blackwood,SA

Summary

I pride myself on being a productive and trustworthy team player, maintaining open communication to achieve personal and business objectives. As a lateral thinker, I rise to challenges to further enhance my skills, and achieve greater success. I am an honest, reliable person, with a positive disposition.

Overview

16
16
years of professional experience

Work History

Virtual Banker

Westpac
11.2024 - Current
  • Coordinated with other departments regarding customer requests or disputes resolution.
  • Analyzed customer financial information to recommend optimal banking products.
  • Provided exceptional service to bank clients by addressing inquiries and resolving complaints.
  • Advised customers on loans, investments, credit cards, and financial planning options.
  • Managed modifications, openings, and closures of customer accounts efficiently.
  • Facilitated understanding of mobile applications and online banking for customers.
  • Processed term deposits, retirement savings contributions, and mail deposits promptly within time limits.

Medical Receptionist

Russell Clinic
06.2024 - 09.2024
  • Coordinated front desk interactions, effectively managing administrative duties and patient needs.
  • Acknowledged patients through phone and in-person interactions to assess needs promptly.
  • Managed appointment bookings and online calendars to maintain accuracy for patients and healthcare providers.
  • Handled faxing, scanning, mailing, and filing of essential documents efficiently.
  • Maintained organized digital and paper records, including financial collections for streamlined operations.

Regional Manager

Kalyra Communities
02.2019 - 03.2024
  • Ensured compliance with Aged Care Act and Quality Standards for client services as Regional Help at Home Team leader.
  • Secured staffing and systems through strategic scheduling to meet client needs effectively.
  • Conducted training sessions to enhance performance management within team.
  • Monitored quality standards adherence, promoting a culture of excellence.
  • Audited plans and processes to align with policies and guidelines.
  • Recommended process improvements and implemented systems for continuous enhancement.

Accreditation Manager

Telstra Corporation
03.2013 - 08.2015
  • Developed accreditation program for Telstra Retail to enhance employee knowledge and skills.
  • Designed certification platform to boost customer advocacy and attract talent to Telstra Retail.
  • Communicated with business leaders to uphold customer advocacy standards and training measures.
  • Monitored training effectiveness and reviewed employees' skills and capabilities.
  • Built online training platforms to facilitate team upskilling and development.
  • Transformed accreditation platform, delivering collaborative programs aligned with business KPIs.
  • Engaged stakeholders to increase awareness of Accreditation Program, achieving 55% adoption growth.
  • Created training platform focused on enhancing skills of retail employees.

Project Manager

Telstra Corporation
11.2009 - 03.2013
  • Established and coached a team of experts to produce formalized, professional documents.
  • Developed strong relationships with business units and leadership groups for concept workshopping.
  • Provided comprehensive reporting and documentation to key stakeholders and project owners.
  • Designed and delivered an online operations manual on time and within budget for 24/7 accessibility.
  • Created a user-friendly Best Practice Library to enhance coaching in customer service for Telstra Retail.
  • Authored over 200 documents related to coaching, customer service, and operations.

Education

Diploma - Leadership and Management

TIME Education And Training
02.2022

Leadership Program - My Home Life

SA Innovation Hub
11.2021

Cert IV - Human Resources

Australian HR Institute (AHRI)
09.2019

Understanding Dementia -

University of Tasmania
11.2016

Cert III - Aged Care

4Life Training
05.2016

Project Management -

Australian Institute of Management
06.2014

Cert IV - Retail Management

Telstra/Swinburne University
04.2009

Retail Sales Manager -

Telstra Learning
03.2005

Skills

  • Team collaboration
  • Influential communication
  • Team effectiveness leadership
  • Innovative work environment
  • Operational planning and risk management
  • Emotional intelligence development
  • Project management
  • Tactical problem solving
  • Attention to detail
  • Office suite proficiency
  • Rapid learning ability
  • Leadership in teams
  • Effective communication skills
  • Coaching and training teams
  • Employee motivation strategies
  • Problem-solving expertise

References

Available on request

Hobbies and Interests

Travel, Family and Friends, Basketball, Home design, Coaching

Further Experience

  • Business Administrator - Telstra
  • Store Manager - Telstra
  • Customer Service Advisor – Telstra
  • Various Retail Outlets
  • Commencement of Employment 1985

Timeline

Virtual Banker

Westpac
11.2024 - Current

Medical Receptionist

Russell Clinic
06.2024 - 09.2024

Regional Manager

Kalyra Communities
02.2019 - 03.2024

Accreditation Manager

Telstra Corporation
03.2013 - 08.2015

Project Manager

Telstra Corporation
11.2009 - 03.2013

Diploma - Leadership and Management

TIME Education And Training

Leadership Program - My Home Life

SA Innovation Hub

Cert IV - Human Resources

Australian HR Institute (AHRI)

Understanding Dementia -

University of Tasmania

Cert III - Aged Care

4Life Training

Project Management -

Australian Institute of Management

Cert IV - Retail Management

Telstra/Swinburne University

Retail Sales Manager -

Telstra Learning

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Simone Kelly