Alana Bolton Email & Phone Number

Canberra, Australian Capital Territory, Australia

Canberra, Australian Capital Territory, Australia

Sydney, New South Wales, Australia

Penrith, New South Wales, Australia

Richmond, New South Wales, Australia

Sydney, Australia

• Ultimate responsibility of the National Company Car Fleet – Average 1372 vehicles - 968 active vehicles & 404 ready for disposal.• Processing, allocating, coordinating of new and replacement car orders for head office staff, Sponsorship, PR, Fleet Evaluation and external partners. Average of 120 car orders per month.• Coordinate with our external stakeholders the preparation, registration and delivery of all new and replacement car orders.• Organisation of both local and interstate vehicle transport.• Managing vehicle registration expiry of the National Company Car Fleet to ensure that no vehicle is operated when unregistered.• Managing the vehicle grounding prior to disposal. Arranging repair quotations and recharging of costs.• Managing and reconciling account information for monthly external lease charges.• Organising launch fleet for all new vehicle launches. Managing vehicle registration, preparation and detail. Launch fleet consists of an average of 50 cars nationally. • HMCA employee of the quarter nomination Mar – Jun 2015.• Written Compliments from customers and staff

Sydney, Australia

• Communicating with internal and external customers. • Answering phone, written and email correspondence.• Distribution of concerns to relevant field representatives• Recording of complaint details into the customer complaint management system. • Case Management - Monitoring the timely resolution of all concerns.• Completing vehicle buy backs, sourcing replacement vehicles, arranging transport, preparing release deeds.• Consistently achieving an average of 90% of Call and Email Quality assurance results.• Training of new Senior customer care officers and providing ongoing assistance and support as a senior staff member.• Proving assistance in responding to correspondence received via Social media channels.• HMCA employee of the quarter - Jan-Mar 2014.

Sydney, Australia

• Direct (Phone & Email) Relationship Management, Customer Service and Sales. • Growing and managing a portfolio of approximately 700 Premier clients – portfolio value $58, 000, 000• Proactively build on the existing portfolio, by increasing business opportunities. Identifying prospects and establishing relationships to win business. • Maximise sales conversions, identifying cross sale opportunities and present solutions to customers that achieve a common goal which is favourable for both the bank and the customer.• Provide clients a full product suite of general insurance through the Allianz platform. Quoting and converting sales for Home, Contents, Car and Travel Insurance. • Increase bank assets by $2.2m per month, increase bank liabilities by $500,000 per month• Identify opportunities to refer clients to qualified investment and Wealth Management Specialists

Sydney, Australia

• Front line branch, face to face Relationship Management, Customer Service and Sales. • Built a brand new portfolio, grew and managed this portfolio to approximately $68,000,000 from 2008-2010• Identifying business opportunities, prospects and establishing relationships to win business. • Coaching and Training of up to 15 Staff members to identify business opportunities and create referrals. Training of new to bank staff and providing support as a mentor to staff looking for career progression. • Identifying cross sale opportunities and maximising sales conversion through thorough needs analysis.• Provide clients a full product suite of general insurance through the CommInsure platform. Quoting and converting sales for Home, Contents and Car. • Increase bank assets by $4.0m per month• Identify opportunities to refer clients to qualified investment and Wealth Management Specialists • Certificate 4 in Financial Services (FNS40107) Retail Lending• 2 CEO Award Nominations for Customer Service• Developed and implemented a referral plan with staff, which increased generated referrals by 70% and converted by 45%

Sydney, Australia

• Front line branch, face to face Customer Service and Cash Handling• Establishing relationships to win business and identifying business opportunities • Sales of Bank Products - Home Loans, Investment Home Loans, Everyday Banking Accounts and Credit Cards• Maximising sales conversions and identifying cross sale opportunities• Presenting solutions to customers, which are tailored to their goals• Provide clients a full product suite of general insurance through the Vero platform. Quoting and converting sales for Home, Contents and Car. • Increase bank assets by $1.0m per month• Identify opportunities to refer clients to qualified investment and Wealth Management Specialists • FSRA Tier 2 Accreditation• St Andrews Accreditation in Compliance, Direct Wealth & Credit Protection• Vero Insurance Accreditation in Building, Contents, Landlord, Motor vehicle & Travel Insurance• Increased business opportunities through asking for customer referrals

Wellington & Wairarapa, New Zealand

• Front line branch, face to face Relationship Management, Customer Service and Sales. Products include Home Loans, Investment Home Loans, Insurance, Everyday Banking Accounts, Credit Cards, Life and Income Protection and Investment products• Growing and managing a portfolio of approximately 3000 customers• Ability to approve Lending decisions for applications submitted up to $500,000 NZD• Coaching and Training of up to 20 Staff member to identify business opportunities and create referrals. Training of new to bank staff and providing support as a mentor to staff looking for career progression.• Managing Customer Debt Recovery• Identifying business opportunities, prospects and establishing relationships to win business. • Delivering responsive, enterprising and efficient service to new and existing customers• Provide clients a full product suite of general insurance through the IAG General Insurance and NBNZ Life platform. Quoting and converting sales for Home, Contents, Car, Life and Income Insurance. • Negotiating complex situations to achieve a common goal, which is favourable for both the Bank and the customer.• 1st Ranking in Wellington Regional Sales for December 2005 & September 2006• Consistently achieved a Top 10 Ranking for Regional Sales over 5 years• Attended National Bank High Achievers Luncheon – for achievement in Saving & Investment Sales• Achieved 7th in New Zealand for Life Insurance Sales 2006• Part of a selected champion focus group, designed to benchmark exceptional customer service• Written Compliments from customers and staff• Improved business opportunities by networking and developing relationships with local Real Estate Agents, Brokers and Solicitors for General Banking referrals, which increased Sales performance.