Summary
Overview
Work History
Education
Skills
Languages
Timeline
AssistantManager

Suet Yin Shirley Kwan

Melbourne,VIC

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

16
16
years of professional experience

Work History

Assistant Manager

ANZ
02.2021 - Current
  • Enforced company policies and procedures to strengthen operational standards across departments.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.

Senior Personal Banker

ANZ
11.2018 - 02.2021
  • Created strategic financial solutions to suit individualized client needs.
  • Educated customers on variety of retail products and digital solutions, enhancing customer experience.
  • Followed operational standards, promoting security, risk management and compliance.
  • Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.

Senior Customer Care Officer (Project Team )

ANZ
05.2020 - 07.2020
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Consulted with customers regarding needs and addressed concerns.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Personal Banker

ANZ
04.2016 - 11.2018
  • Expanded customer relationships by maintaining regular follow-up processes and rapport.
  • Recognized transaction needs and educated clients on service and digital channels to assist with self-service.
  • Helped customers open and close accounts, apply for loans and make sound financial decisions.
  • Cultivated relationships with partners to fulfill or provide appropriate referrals for clients.

Senior Banking Officer

Bendigo Bank
01.2014 - 03.2015
  • Developed highly productive teams to support branch operations and cultivate customer satisfaction.
  • Attended local gatherings and networking events as bank representative to establish community relations and generate potential customer leads

Banking Officer

Bendigo Bank
05.2012 - 12.2013
  • Drove branch growth and profitability, building credibility, developing relationships and increasing visibility within community and industry.
  • Adhered to bank and legal guidelines for reporting, loan approvals and money handling.

Relationship Manager

Citi Bank
12.2010 - 12.2011
  • Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
  • Conducted comprehensive relationship reviews to understand and develop solutions for client needs, partnering with specialists to resolve specific issues.
  • Monitored competitive and marketplace trends impacting client satisfaction to keep ahead of developments and implement response plan.

Senior Personal Banker

Citi Bank
04.2010 - 12.2010
  • Expanded customer relationships by maintaining regular follow-up processes and rapport.
  • Helped customers open and close accounts, apply for loans and make sound financial decisions.
  • Referred customers to appropriate bank personnel to meet financial needs.

Personal Banker

Citi bank
04.2009 - 04.2010
  • Educated customers on variety of retail products and digital solutions, enhancing customer experience.
  • Expanded customer relationships by maintaining regular follow-up processes and rapport.
  • Described promotional offers and used persuasive sales techniques to upsell services and convince clients to apply for additional banking services.

General Banking Officer

HSBC
02.2008 - 04.2009
  • Opened new checking, savings and lines of credit for customer accounts.
  • Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
  • Attended local gatherings and networking events as bank representative to establish community relations and generate potential customer leads

Education

Graduate Certificate of Business - Risk Management And Regulation

Monash University
Melbourne
12.2022

Bachelor of Economics - Economics

Murdoch University
Perth
11.2007

Skills

  • Sales Monitoring
  • Employee Coaching and Motivation
  • Teamwork and Collaboration
  • Managing Operations and Efficiency
  • Time Management
  • Customer Relations

Languages

English
Full Professional
Chinese (Mandarin)
Professional
Chinese (Cantonese)
Native/ Bilingual

Timeline

Assistant Manager

ANZ
02.2021 - Current

Senior Customer Care Officer (Project Team )

ANZ
05.2020 - 07.2020

Senior Personal Banker

ANZ
11.2018 - 02.2021

Personal Banker

ANZ
04.2016 - 11.2018

Senior Banking Officer

Bendigo Bank
01.2014 - 03.2015

Banking Officer

Bendigo Bank
05.2012 - 12.2013

Relationship Manager

Citi Bank
12.2010 - 12.2011

Senior Personal Banker

Citi Bank
04.2010 - 12.2010

Personal Banker

Citi bank
04.2009 - 04.2010

General Banking Officer

HSBC
02.2008 - 04.2009

Graduate Certificate of Business - Risk Management And Regulation

Monash University

Bachelor of Economics - Economics

Murdoch University

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Suet Yin Shirley Kwan