Jasmine Tipene
Wainuiomata - Lower Hutt,WGN
Summary
Dynamic banking and customer service professional with a robust background in transitioning from progressive customer service roles to branch management. Exceptional skill in enhancing operational efficiency, driving business growth, and fostering team collaboration while maintaining adaptability to evolving needs and excelling in effective problem-solving. Expertise in strategic planning, customer service excellence, and comprehensive financial oversight. Reliable trustworthy and dependable leader dedicated to achieving results and empowering teams, backed by a strong history of professional customer service.
Overview
26
26
years of professional experience
Work History
Branch Manager
Unity Credit Union (formally NZCU Baywide)
Lower Hutt
01.2023 - 01.2025
- Managed Frontline operations including online Enquiries and Contact Centre customer service for Lower Hutt and managing other branches as and when required.
- Led a small team of 3 banking professionals, providing regular coaching and development opportunities for career growth.
- Public brand awareness by implementing targeted marketing campaigns and coordinated community engagement initiatives with local businesses to significantly enhancing branch visibility.
- Delivered exceptional member experiences and trained staff on products, systems, and service delivery with interactive sales and coaching
- Oversaw daily operations, ensuring compliance with banking regulations and company policies.
- Analyzed branch performance metrics, identifying areas for improvement and implementing strategic initiatives.
- Developed training programs for staff, enhancing skills and improving overall branch efficiency.
- Managed budgetary processes, optimizing resource allocation to achieve financial targets.
- Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Promoted a culture of innovation by encouraging staff to share ideas and solutions that improved overall branch operations and customer service levels.
- Oversaw employee recruitment processes to ensure hiring of qualified candidates who contributed positively to the bank''s goals and culture.
- Strengthened cross-selling initiatives by identifying customers'' financial needs and recommending suitable products or services.
- Resolved escalated customer issues quickly and efficiently while demonstrating empathy towards clients' concerns resulting in higher customer retention rates.
- Implemented risk management processes to identify potential risks, reducing losses and maintaining compliance with regulatory requirements.
Customer Service | Lending Officer
Unity Credit Union (formally NZCU Baywide)
Lower Hutt
01.2021 - 01.2023
- Facilitated comprehensive evaluation of personal loan and overdraft applications to ensure accurate funding and eligibility in both branch and online settings.
- Reviewed and documented branch records, producing audit reports that verify adherence to compliance requirements.
- Facilitated staff training on operational processes to enhance efficiency and service quality.
- Designed and implemented lending solutions to enhance member satisfaction and meet varied needs.
- Educated members on loan processes, emphasizing adherence to regulatory standards throughout the experience.
- Conducted comprehensive training for new lending officers, focusing on best practices to boost overall team performance.
- Nurtured borrower relationships through dedicated service and support, ensuring a seamless lending experience.
Customer Service Representative
Unity Credit Union (formally NZCU Baywide)
Wainuiomata
01.2010 - 01.2021
- Delivered full range of banking services, including lending, KiwiSaver Applications, Funeral & Vehicle Insurance.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Fostered relationships with clients, addressing concerns and promoting tailored banking solutions.
- Provided exceptional customer support, resolving inquiries and issues promptly.
- Processed account transactions accurately, ensuring compliance with banking regulations.
- Assisted customers with product selection, enhancing their banking experience.
- Educated clients on digital banking tools, improving user engagement and satisfaction.
- Mentored junior staff on customer service best practices and operational procedures.
- Led training sessions for new employees, fostering a culture of continuous improvement in service quality.
- Collaborated with team members to achieve branch sales targets by promoting banking products and services.
- Increased brand awareness by implementing targeted marketing campaigns and helping facilitate local community events
Wages | Administrator
Griffiths Food Limited
Lower Hutt, WGN
01.2006 - 01.2007
- Processed payroll for diverse employee groups ensuring accuracy and timeliness.
- Developed and maintained comprehensive filing systems for improved information retrieval and document organization.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
Customer Service Representative
Work and Income NZ
Lower Hutt, WGN
01.2002 - 01.2005
- Responded to a high volume of incoming calls, ensuring clients received timely and accurate support and information.
- Provided essential support by working flexible hours, including nights, weekends, and holidays.
- Cultivated a proactive approach to responsibilities, ensuring high standards of performance and reliability.
- Demonstrated ability to operate autonomously while contributing effectively within team settings.
- Proven ability to learn quickly and adapt to new situations.
- Exhibited proficiency in both verbal articulation and written correspondence to ensure effective communication.
- Adapted swiftly to new technology and software applications to maintain operational effectiveness.
Receptionist Administrator/Computer Data Entry Operator
Early Career
Gracefield, WGN
01.1999 - 01.2002
- Office Administrator, Power Construction & Lighting Ltd | Receptionist, Power Glass & Glazing Ltd | Administration (Temp), Clinical Decision Support
- Facilitated communication between departments to support efficient teamwork and information flow.
- Recorded and organized incoming call and message data, focusing on improving response time accuracy.
- Organized meetings and maintained supplies inventory to support efficient office management.
- Managed appointment confirmations and communicated effectively with clients to ensure updated records.
- Executed daily cleaning and tidying of reception space to present welcoming and orderly first impression.
- Investigated and resolved customer complaints, ensuring a positive service experience.
- Facilitated streamlined operations by performing essential clerical duties such as data entry, document photocopying, scanning, and faxing.
- Oversaw the handling of sensitive information to uphold confidentiality and protect organizational integrity.
- Provided essential administrative assistance to staff members to ensure efficient operations through effective correspondence management, document filing, and inventory control of office supplies.
Education
First Aid And Fire Warden
St Johns
2025
Certificate in Customer Service Administration
Cooperative Money NZ - NZQA
2016
National Certificate in Business Level 3 -
Hutt Valley Polytechnic
1998
National Certificate in Computing Level 2
Hutt Valley Polytechnic
1997
Skills
- AI for Business Operations, Product Development, Performance Marketing, Social Media, Project Management; Mastery of ChatGPT, Claude, Gemini, DeepSeek, Jasper, Midjourney, and Stable Diffusion
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Coaching and mentoring
- Excellent work ethic
- Relationship building and management
- Client relationship management
- Verbal/written communication
- Community relations
Additional Information
- Banking Systems: G3, Finzsoft, Flexcube, Facts, LOS, DocuSign
- Accreditations: Health & Safety Officer, Fire Warden, First Aider
- Community Engagement: School programmes, charity collections, public events
- Other: Travelex foreign money orders, international transfers
Timeline
Branch Manager
Unity Credit Union (formally NZCU Baywide)
01.2023 - 01.2025
Customer Service | Lending Officer
Unity Credit Union (formally NZCU Baywide)
01.2021 - 01.2023
Customer Service Representative
Unity Credit Union (formally NZCU Baywide)
01.2010 - 01.2021
Wages | Administrator
Griffiths Food Limited
01.2006 - 01.2007
Customer Service Representative
Work and Income NZ
01.2002 - 01.2005
Receptionist Administrator/Computer Data Entry Operator
Early Career
01.1999 - 01.2002
First Aid And Fire Warden
St Johns
Certificate in Customer Service Administration
Cooperative Money NZ - NZQA
National Certificate in Business Level 3 -
Hutt Valley Polytechnic
National Certificate in Computing Level 2
Hutt Valley Polytechnic