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STEVE CLARKE
PROFILE
I am a highly motivated, creative and adaptable banking professional with extensive experi-ence driving quality, performance improvement and bottom line results within the retail banking and insurance industries. Utilising sound commercial acumen and a drive to meet challenges, I have a proven track record in providing intelligent and considered analysis and advice, in employing wide collaboration and relationship management skills while ensuring customer centric design is employed; and in achieving excellent results. Approachable, loyal and committed to developing staff, I establish strong rapport and lead by example to ensure sales outcomes are achieved and high performance is maintained.
KEY SK ILLS AND CAPABIL IT IES
• Customer Service Excellence - proven capability in retail environments to role model and coach customer service and sales to high standard.
• Customer Experience - Human Centred Design proven proficiency. Past 5 year role analysing customer experience in retail environment through live observation, cus-tomer interaction and data analysis, providing design improvement recommendations to product and channel teams and coaching/implementing design improvements to all levels of management and frontline staff.
• Excellent skills in strategic analysis, provision of advice and recommendations to leadership teams
• Superior diagnostic and trouble shooting skills, driving improvements to bottom line and staff performance
• Proven capability in liaison and relationship building, notably with product owners to develop products and channel and as a conduit between areas of the business
• Very strong team leading and sales coaching skills consistently achieving high perfor-mance
• Highly developed planning and organisational skills with high attention to detail
CAREER SUMMARY
LinkedIn: Steve Clarke Linkedin
H: (07) 54911853 M: 0479 195 000
COMMONWEALTH BANK OF AUSTRALIA Deposit Specialist and Senior Success Coach – Qld Deposit Specialist – Gold Coast
01/11 – 11/15 11/08 – 01/11
SUNCORP Leader – Sales and Service Support Sales & Service Development Officer Sales & Service Consultant Sales & Service Assistant
05/07 – 11/08 11/06 – 05/07 10/05 – 11/06 10/04 – 10/05
Steve Clarke 1
EMPLOYMENT EXPERIENCE
Responsibilities • Drive activities to maximise performance within all Retail Deposit KPIs through data
analysis, process and product improvement, coaching and effective communication. • Lead team of six School Banking Specialists to develop new school relationships and
grow number of active school banking students in Queensland. • Roll out new product ‘Essential Super’ in Qld Retail market and manage all aspects of
sales and service excellence, training and compliance. • Effective coaching and sales strategy of Qld Business Banking Specialist team target-
ing Employer Essential Super.
Achievements • Completed CBA Apollo Executive Management Course (14months) 2010-11. • Successfully completed area management relief work in three different areas of the
business (Executive Manager roles). • Consecutively led national deposit KPIs two years running (2013-14).
Responsibilities • Direct customer sales and service • Team Leader, portfolios of control – Reward & Recognition, Service Metrics (Mystery
Shop etc.) Local Area Marketing, Sales Campaigns, Cohen Brown Training and method-ology.
Achievements • develop strong relationships with senior retail leadership team to drive service and
bottom line outcomes through quality analysis and identification of ‘hot spots’. de-velopment and rollout of sales and service campaigns that are engaging to frontline staff, customer centric in design and achieve maximum bottom line success.
Responsibilities • Portfolio Officer – Local Area Marketing: Management and facilitation of branch LAM
activities in a timely and cost effective manner. • Sales Campaigns: Design, communication and reward of in-house sales and service
incentives.
PHYSICAL FX Owner
03/03 – 09/04
INTERNET INSURANCE BROKERS National Sales Manager
10/97 – 01/03
MARKEY GROUP General Insurance Broker
01/90 – 09/97
COMMONWEALTH BANK OF AUSTRALIA Deposit Specialist and Senior Success Coach – Qld 11/08 – 11/15
SUNCORP Leader – Sales and Service Support
May 2007 – Nov 2008
SUNCORP Sales & Service Development Officer
Nov 2006 – May 2007
Steve Clarke 2
Responsibilities • Customer Service. • Meet Sales Targets. • Personal Loans, Credit Cards, General Insurance, Personal and Business Transaction
Accounts. • Identify cross sell opportunities to Home Lender, Financial Planner and Business
Bankers.
Responsibilities • Customer Service. • Cross Sell Sales Targets. • Handle cash accurately.
• Physical FX is a health and fitness program specifically designed for school age chil-dren to help combat childhood obesity. I successfully completed a large amount of business developments prior to the business closing due to family health reasons.
Responsibilities/Achievements • Lead team of 30 staff in call center based national sales office servicing small to
medium enterprise insurance customers. Major focus was on new business acquisition.
QUAL IF ICATIONS
SUNCORP Sales & Service Consultant
Oct 2005 – Nov 2006
SUNCORP Sales & Service Assistant
Oct 2004 – Oct 2005
PHYSICAL FX Owner
Mar 2003 – Sep 2004
INTERNET INSURANCE BROKERS National Sales Manager
Oct 1997 – Jan 2003
• 2010/11 Apollo Executive Management Program CBA
• 2003 Certificate IV Diploma of Exercise Sci-ence and Fitness Management
Australian Institute of Fit-ness
• 1997 Certificate IV Insurance Broking Australian Insurance Insti-tute
Steve Clarke 3
PROFESS IONAL DEVELOPMENT
REFEREES
• Feb – June 2015
Tier 1 Manager Relief – Sunnybank CBA
• Jan – Feb 2014 Tier 1 Manager Relief – Toowoom-ba
CBA
• Jan – Feb 2012 Area Manager (executive) Relief - South West Qld
CBA
• Apr 2011 Area Manager (executive) Relief – Central Qld
CBA
• Jan 2011 Area Manager Relief – Brisbane West
CBA
Veronica Howarth CBA General Manager – Head of School Banking &Youth Ph: 0405 539 245
Steve Sharp National Head of Sales – Credit Union Australia Ph: 0478 881 832
Brett Whiteley Team Leader – Suncorp Home & Small Business Credit Ph: 0404 102 241
Steve Clarke 4
