Experience

ESSSuper

• Australia
• Financial Services
• 100 - 200 Employee

• Member Education Consultant

  • Mar 2022 - Present



Link Group (LNK)

• Australia
• Financial Services
• 700 & Above Employee

• Contact Centre Coach

  • Feb 2021 - Mar 2022

  Coordinate delivery of exceptional member experiences via phone based and email based communication through providing effective staff development from via ongoing quality assessments, training and mentoring to meet defined quality standards. Including the creation and delivery of interactive and engaging remote learning experiences.

• Hub Specialist

  • Sep 2019 - Feb 2021

  Coordinate delivery of exceptional member experiences via phone based and email based communication. Meeting and exceeding member needs through providing accurate, appropriate and understandable responses of complex Superannuation Ideas. Nominated as a subject matter expert on the Fund's product, processes and procedures for buddying and mentoring new colleagues.



CARROLL & PARTNERS LIMITED

• United Kingdom
• Insurance
• 1 - 100 Employee

• International Broker

  • Aug 2017 - Jul 2019

  Two year placement as Lloyd’s Broker specialising in Property and Liability Placements for Australian Business. Successful application for and granting of Coverholder Status for Packaged Australian Domiciled Business and Creation of and implementation of Underwriting Guidelines, Rating Matrixes and Referral processes. Training, Mentoring and Coaching of new administrative staff. Creation of training and procedures manuals as part of transfer back to London office for ongoing management of the portfolio.



Breeze Underwriting

• Operations and Underwriting Manager

  • Oct 2015 - Jul 2017

  Took on broad portfolio, encompassing operational leadership and commercial strategy Led initiative to rapidly mature business processes for start-up style businessSplit administration into different areas of practice to provide greater visibility and accountabilityOversaw ongoing strategic reviews of commercial underwriting businessDesigned strategies to achieve points of difference in product setDeveloped nuanced strategies to maximise client retention whilst minimising claimsHandled all escalated underwriting matters from a technical and compliance perspectiveDelivered growth of portfolio in 2015/16 financial year Produced excellent retention rates and new business strike rates, despite new competitorsCollaborated with marketing team to develop and revise promotional and informative blog contentBuilt industry profile by attending QBE Insurance Australia eQuip program, 2015Lead development and implementation of portfolio improvement plansManaged development of new product offerings, end-to-endPrepared quarterly comprehensive review summaries, including recommending improvementsIdentified and closed gaps in product knowledge Managed administration staff and acted as first referral point for underwriting staffImplemented performance management initiatives to build capabilities of team Oversaw operational financial elements

• Senior Underwriter

  • Apr 2011 - Sep 2015

  Developed Breeze Underwriting from a Wholesale Broking Business of PSC Insurance Brokers into registered Underwriting Agency Delivered substantial growth in multi-line portfolioSpearheaded strategic portfolio review and development plan Reviewed strike and target rates to develop innovative progression plansActioned highly effective operations and underwriting plan, engaging new highly profitable accountsGrew market share across segments, driving outstanding rates despite tough marketIntroduced niche product offerings and bulk renewal opportunities for company Selected to attend events on behalf of Breeze brandLed market and competitor research and reporting, to develop highly competitive approach



AIG

• United States
• Insurance
• 700 & Above Employee

• Senior Underwriter, Combined and eBusiness

  • May 2009 - Apr 2011

  Managed insurance products, including liability, for large businesses Selected to take on Team Leader position for new eBusiness teamLed roll-out of My Business Pack product by SunriseSpearheaded migration of Franchise Schemes to electronic platformMentored and trained new recruits, including Assistant Underwriter for graduate program Referred business growth or new business development opportunities to other departments

• Underwriter, Small Business Solutions

  • Jan 2008 - Sep 2009

  In conjunction with PSC Insurance Brokers, built a wholesale Hospitality scheme for Restaurants and MotelsManaged ISR Insurance, with liabilityDesigned, developed and delivered Franchise schemesIntroduced SLAs between underwriting and processes functionsDeveloped strong relationship with Broker panel as first point-of-contact Leveraged SME status to drive new workflow management for underwriting division



Zurich Australia

• Financial Services
• 400 - 500 Employee

• Underwriter, Packages

  • Oct 2004 - Jan 2008



Vero

• Australia
• Insurance
• 300 - 400 Employee

• Client Relationship Consultant

  • Feb 2003 - Oct 2004

• Underwriter, Personal Lines

  • Aug 2002 - Feb 2003