Claire Kelly has over 15 years of experience in banking, insurance, and customer service roles. She provides an executive summary highlighting her career progression and skills including teamwork, customer focus, and problem solving. Her resume then details her employment history and achievements across various roles in banking, insurance, valuations, and call center work. She demonstrates experience in sales, customer service, administration, and people management.

1. CLAIRE KELLY
CURRICULUM VITAE

2. Personal Details
Name: Claire Kelly
Address: 89 Summerfield Avenue
Quakers Hill NSW 2763
Telephone: 0416 083 502
Email: kelly.a.claire@gmail.com
Executive Summary
I am confident that by reading this resume you will see that my 15 years
of employment has positioned me well and armed me with the skills I feel
that I will be a worthy of selection within your company.
I will be able to clearly demonstrate a steady career path, a constant flow
of training that has evolved from this career path and the ability to
demonstrate my progression. This achievement is one that I seek to take
forward to achieve performance driven results, teamwork and a customer
focused invigorated team.
As a prospective employee I would endeavour to work within a team that
will allow me to be challenged by my work. I feel that I demonstrate the
ability to be creative and use my expertise to provide imaginative
solutions coupled with service excellence.
Career Overview
• Westpac Banking Corporation
• Commonwealth Bank of Australia
• Insurance Australia Group Ltd
• Herron Todd White Pty Ltd
• Rabobank Australia Ltd
• GE Commercial Finance Ltd
• The Travel Corporation Ltd
• Solid retail banking experience with visible results
Personal Attributes
• Excellent communication skills - both oral and written
• Team player with leadership qualities
• Organisational skills, ability to meet deadlines
• Client focused
• Proficient time management skills with attention to detail
• Excellent interpersonal skills
• Analytical in solving problems
• Meticulous
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3. • Responsible
• Diligent
Employment History
Company: Manpower Contracted to NCR/
Westpac Banking Corporation
Date: April 2015 – July 2016
Position: ATM Operations Specailist, Cash & ATM Services
Responsibilities
• Liaise with providers (TOLL, ITS, NCR, Prosegur) to dispatch.
technicians and guards to fix and replace ATM’s.
• Complete problem solving technical support to the network advising
how to fix and repair machines before sending out technicians.
• Work with the Branch Network to insure all machines are in working
order.
• Take approx. 40-50 calls per day with queries and issues.
• Complete daily reporting of the condition of the network’s ATM’s.
• Monitor all machines in the next work (ATM, Coin Deposit Machines,
Business express deposit, Cash exchange machine, Teller Cash
Recycling Machine).
Achievements
Ensured availability of the network was over 98% for all brands each
week.
Company: Insurance Australia Group Ltd
Date: July 2011 – August 2013
Position: Insurance Solutions Consultant – Sales/Branch
Responsibilities
• Interact with customers on a daily basis via phone and face to face.
• Provide quotations to clients for such products as home and car
insurance.
• Convert quotations to insurance policies for clients.
• Set up leads to other business within the IAG umbrella.
• Comply with Government guidelines in regards to the FSRA.
• Comply with strict KPI to strive for excellence
• Balance cash/EFTPOS/cheque payments each shift whist complying
with guidelines.
• Use solution-based selling techniques
• Display behaviors that align to IAG Employee Pledge – owning and
driving my own performance, doing my best for our customers,
teamwork and continuous development.
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4. Company: Commonwealth Bank of Australia
Date: November 2009 – April 2011
Position: Customer Service Representative
Responsibilities
• Interact daily with clients by phone/email to develop customer
relationships, sale opportunities and facilitate customer retention.
• Used my knowledge of banking products and services to attend to
the customers’ identified financial needs.
• Responsible for processing transactions necessary to satisfy
customer enquiries, along with all associated clerical work.
• Refer customers with more complex financial needs to specialists
within the bank other than my skill sets.
• Pro-actively identify opportunities to better serve customers by
demonstrating a high level of product knowledge gained through
participation in ongoing training.
• I have actively worked towards resolving customer enquiries and/or
complaints in a prompt professional and caring manner.
• Organise and control duties that are delegated and process and
complete own daily work as directed.
• I have been able to optimise the CSC’s income by collecting
appropriate customer fees i.e. Dishonour fees etc.
• I have also achieved and exceeded established individual
performance targets relating to service quality and operational
performance.
• Achieve personal sales targets with a 172% within my PFnR.
• Assist in on the job training for others who may by newly appoint to
the Customer Service Representative role.
Achievements
In my time as a Customer Service Representative I was given priority
selection to be trained for our Net banking facility based on my
performance within 2 months of my employment.
Also during my time also I participated in the Direct Banking 13 2221 SMS
Balance Alert Trial competition nationwide where I was placed 1st
overall
out of 600+ representatives.
I have also been multi skilled in all aspects of 24 hour Representative
lines of business i.e. generals, net banking, credit cards and email
support.
I have also demonstrated my analytical skills by completing nightly
reporting for my Team Leaders i.e. Symposium.
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5. I have also undertaken Relief Assistance Team Leader responabities when
required.
I have also had the opportunity to train new staff with increasing their
skill set knowledge by budding, mentoring and being available and
approachable to answer queries whilst mentoring.
I have also demonstrated by leadership skills by taking on extra
responsibilities by conducting team meetings and training sessions when
required.
I believe during my time at the Commonwealth Bank I have been able to
demonstrate my knowledge, maturity, leadership skills and accountability
for my actions and for the actions of my team.
Company: Herron Todd White Pty Ltd
Date: March 2008 – November 2009
Position: Senior Customer Service Officer
Responsibilities
• Responsible for processing valuation requests from major lenders.
• Responsible for prioritising valuation request for Valuers.
• Management of strict deadlines & SLA’s.
• Liaise via phone, fax, email and internet with major lenders and
private customers.
• Provide quotations on private valuations looking to be conducted.
• Completed finalising invoicing when valuations are complete.
Achievements
During my time at Herron Todd White I have been able to demonstrate
my ability to work well under pressure. I have been awarded the
responsibility of prioritising the daily workflow.
Company: Rabobank Australia Limited
Date: November 2006 – March 2008
Position: Client Services Officer – Retail Deposit/ Loans
Responsibilities
• Responsible for all Investment Premium clients with a portfolio
retention of over $500 million.
• Responsible for setting Premium investment clients rates and
margins for Short Term and Bond products.
• Assisted in the creation of efficient management tracking tools of
Premium clients.
• Responsible for a staff of approx 6 people delegating workloads.
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6. • Answered inbound calls in support of customer needs in relation to
Investment Deposits and Loan products.
• Conducted outbound calls to investment clients in regards to there
daily investments that have matured advising current interest
rates.
• Reviewed and resolved application issues.
• Set up new Deposit investment applications.
• Answered calls in relation to Internet banking queries (RIBS).
• Answered calls in relation to activation and re-ordering of clients
Visa cards, cheque books and deposit books.
• Performed audits on account as instructed via clients accountants.
• Performed queries in multiple databases to assist clients with the
banking needs.
• Performed draw-down’s on client’s accounts.
• Assist in the development and implementation of new products
from an administration perspective.
• I have been able to develop excellent relationships with other areas
of the Bank.
• Adhered to government monetary regulations.
Achievements
Whilst working at Rabobank I was given the responsibility of looking after
our Investment Premium clients, in turn I have developed some close knit
relationships with these clients and have retained the trust and their
business.
Company: GE Commercial Finance Ltd
Date: January 2004 - November 2006
Position: Pacific Premium Funding
Senior Marketing Co-ordinator
Responsibilities
• Worked one-on-one with two Senior Marketing Managers to
enhance profit and retention with their portfolios.
• Responsible for Debt collection with portfolio’s.
• Conducted Baycorp credit checks on perspective and current clients
to assess credit ratings.
• Responsible for the updating and the training of our broker
interactive website Pacific EDGE.
• Answered inbound calls in support of Broker and clients needs to
Premium Insurance finance.
• Checked all application where processed in a timely manner and
approved application when required.
• Performed data entry when required of new applications.
Achievements
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7. I progressed from been the receptionist for GE Commercial Finance –
Pacific Premium Funding to becoming an Marketing Co-ordinator within 6
months of starting with the company. I gained the respect and trust of
staff and clients within this time and in turn was awarded senior
responsibilities such as loan approval.
Company: The Travel Corporation Ltd
Date: April 2002 – December 2004
Position: Assistant Workforce Planner
Responsibilities:
• Performed weekly, monthly and yearly statistical analysis of call
centre performance for Australia and New Zealand.
• Produced weekly and monthly rosters for call centre staff.
• Processed all annual leave for both countries approx 120 staff.
• General administration duties
Education and Training
Currently studying Bachelors’ degree in Behaviour Science –
Psychology.
2009 Cert. 3 in Financial Service
2006 OH & S Officer Course
2005 Senior 1st
Aid officer
St Johns Ambulance
2001 HSC Certificate
Terra Sancta College, Quakers Hill
2001 Cert. 2 in Retail Sales and Operations - Tourism
TAFE College – Quakers Hill
Computer Skills
• Proficient with Microsoft Applications
• Advanced Excel
• Lotus Notes
• Globus
• Filenet
• I mange
• Faxination
• Blue Pumpkin
• Galileo
• Desktop banking
• VIPA
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8. • VMS
• Commsee
• I-Source
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