KATE KENNEDY

3 Shire Avenue Mt. Helen Ballarat, VIC 3350 Phone: 0402194940 Email: kateehose@hotmail.com

Summary:

I am an enthusiastic Customer Service Representative who adheres to policy and procedures, while offering a friendly customer environment.

As a self-motivated professional I offer strong communication and quick thinking skills who works effectively in teams, as well as independently, in fast-paced environment.

Currently working for Nestle as a Territory Manager I am responsible for the growth and development of 180 + retailers for confectionary sales in both Independent P&C accounts and the Route trades across South West Victoria. all while continually seeking opportunities for new business by building and maintaining strong relationships with key stakeholders and management of Promotional Trade Spend.In store role includes liaising with store managers to ensure effective management and presentation of products to capitalize on impulsive purchases by maximizing product placement, by building and maintaining promotional displays, directly selling new and existing products, reviewing planogram facings and coordinating promotional compliance.While Effectively achieving sales and category targets. It is also me role to mentor, manage and developing 2 merchandisers.

Previous to Nestle I was working for the St.George Bank/Bank of Melbourne. Starting in November 2007 I began my career as a Customer Service Officer. After 4 years as a teller I was then promoted as Customer Service Specialist and then onto Business Service Specialist before finishing up in October 2015.I am Tier 2 accredited and my role within the bank was to build Customer Relationships, Answer General Enquiries, Sell Basic Banking Products, Consumer Lending Application, General Insurance Product Quotations/Sales and Superannuation. It was also my duty to refer to more specialised roles within the Banking Group for advice such as Home/Business Lending, Financial Planning and Personal Protections.In 2014 I was appointed as a Business Service Specialist. This role in addition to CSS gave me extra training to better support our SME customer base.It was also my role to support other team members in their roles by giving feedback and observing conversations to receive good quality referrals through to myself. I also supported the Manager in the operations of the Branch and was regularly left to run the Branch when Managers were not in the office.

Personal Qualities:

Able to take charge Able to take on responsibilities Can work well as part of a team Relates well to all people Persevere until task done Good at problem solving Trustworthy and Honest Enthusiastic and quick learner Confident Positive attitude Punctual, polite and well presented Shows Initiative Understanding that everyone needs are different Strong time Management Disciplined

Experience:

Territory Sales Manager Impulse November 2015 – CurrentNestle

Growth and development of retailers confectionary sales in Independent P&C accounts

Managing 180+ existing accounts across South West Victoria Seeking opportunities for new business by building and maintaining strong

relationships Management of Promotional Trade Spend. Utilisation of Trade spend to drive sales. Liaising with store managers to ensure effective management and presentation of

goods. Building and maintaining promotional displays, Directly selling new and existing products, Reviewing planogram facings and coordinating promotional compliance. Coaching and development and management of 2 staff members.

Customer Service SpecialistSt.George/Bank of Melbourne November 2007 – Nov 2015

Customer Relationships Answer General Enquiries Sell Basic Banking Products Consumer Lending Application General Insurance Product Quotations/Sales Superannuation. refer to more specialised roles within the Banking Group for advice such as Home/Business

Lending, Financial Planning and Personal Protections. Profiling and Customer Needs Review (collecting relevant information) Supporting team by providing feedback and observing to ensure good quality referalls

through to myself. Assisting management with the everyday running of the branch in particular in their absence

Assistant ManagerSuzannegrae August 2005 – November 2007

Cash handling End of day banking and change handling Merchandising and store campaign set ups. Displaying all stock in an uncluttered easily visible manner to make it easier for customers to

see and find what they are looking for without any hassles. Display Models; window decals and posters To give the customers a good idea of stock available in store Product knowledge: Am able to identify the fabrics that are used in garments sold. Stock control, receiving and sending out stock Customer service, able to relate to all sorts of people Listening to the needs of each customer and fulfilling what each of their requests are. Other controllables.

Hotel Services

St.John of God Hospital May 2003 – August 2005

Team leader. Was left in charge of given shifts to supervise other staff members and to ensure that all

clients received the adequate and correct dietary needs. I also assisted the chefs with the serving of the meals and prepared the special diet drinks

ordered by the dieticians. I assisted the clients with their menu's by helping them with what may be best for them

Distributing meals and refreshments to customers. Performed kitchenware washing, Transported and served food in a safe hygienic matter,

Cleaned and maintained kitchen premises and Room service. Cleaning clients rooms and bathrooms to ensure that their stay was comfortable Discharging

rooms to ensure that the rooms were left in a hygienic and safe manner for the next client Making clients feel at ease throughout their stay.

Education/Certifications

Mt Clear Secondary College Kaplan Tier 2 in Financial Services

Skills

Customer Service Responsible Lending Deposit Investments Tier 2 Accredited Management Sales Cash Handling Answering Phone Relationship Management Financial Advice Coaching Banking Campaign Calling Cross Sales General Enquiries Insurance Superannuation Complaints Handling Policy/Procedures Referrals Account Opening

Presentations

I have attended workshops presented by Proteus enterprises“Service, Service and more service” This workshop was set up to assist with our services. The topics covered in this seminar were

Complaints are a gift, Internal V’s external clients Dealing with difficult customers Developing a customer first program

This workshop assisted with how to deal with others and helped us to adapt to each client and their individual needs

“Creating a positive culture in the workplace” Topics in this program were

Negativity and Staying Positive Workplace culture Destructive and Constructive conflicts The importance of recognition and encouragement

References

REFEREES:

Mr Robert Kerr - Branch Manager Ballarat – 0411 282 570

Mrs Abbi Crocker - Lending Manager Ballarat - 0410 653 823

Mrs Michelle Breuker - Manager Bupa Ballarat - 0417 227 559