Case Management Specialist

• Apr 2021 - Present

January 2023 - Advanced January 2022 - Intermediate April 2021 - Foundational - assist employees who are lodging, or have lodged, a workers compensation claim - managing a portfolio of 65+ claims - gathering evidence of the claim - liaising with doctors and medical professionals - seeking ways to help injured workers in activities to ultimately get them back to work - provide constant feedback to the customer and internal stakeholders regarding the claim progress - approve, or reject claims based on the available evidence - work in a tight team environment to get the best outcomes possible for external and internal stakeholders

Life Insurance Specialist

• Oct 2020 - Mar 2021

Partnership Distribution Sales Representative

• Apr 2019 - Oct 2019

• Providing factual and general advice on life insurance and income protection insurance products. • direct insurance which was not fully medically underwritten. • Key performance indicators inclusive of sales volume, premium and quality assurance / compliance with ASIC regulations. • Outbound calls mixture of both a sales and customer service approach. • administrative / ad hoc responsibilities from an inbound component which was inclusive of updating policy details, retention and answering general enquiries requiring specialist product knowledge. • Key programs and systems inclusive of Google suite of products (Excel, Gmail, Word etc.)

Life Insurance Specialist

• Jul 2017 - Jul 2018

• This role initially began as an outbound sales representative making cold calls for life insurance and income protection insurance products. • This role saw me handling direct insurance which was not fully medically underwritten. • This was an automatic / predictive dialler which would log 200+ dials per day. • Key skills were inclusive of objection handling, rapport building and customer service. • Key performance indicators inclusive of sales volume, premium and quality assurance / compliance with ASIC regulations. • Quarterly Award Winner – top outbound sales agent in my campaign, first 3 months in the role. • After 6 months this role saw me transition into an inbound sales representative / inbound sales coordinator. • The inbound process was inclusive of making warm outbound calls to individuals who made an initial enquiry on a website. • The inbound process consisted more heavily of data capture & entry utilizing key programs and systems like Excel, Word etc. There was a lot more direct involvement, reporting too and communication with internal stakeholders – i.e. maintaining the relationship between the call center and the client we were working on behalf of (AIA Australia). • After 3 months as an inbound sales representative / inbound sales coordinator I picked up more responsibilities within the team as a sales coach and mentor. • Double jacking with new agents and providing them with tips and tricks to increase sales volume and revenue for the company. • Conducting weekly performance reviews with agents to identify areas for improvement. Performance management was also required in these coaching sessions. • Providing new and existing agents with product training / knowledge. • Conceptualization of weekly and monthly incentives and rewards schemes to keep sales agents motivated and hungry to make sales. • Delivery of quality assurance and compliance feedback to sales agents to ensure the sales process was in line with ASIC regulations.

Service Supervisor

• Nov 2015 - Jun 2017

* Service Supervisor - start of day open and end of day close, handling money, customer enquiries and complaints, directing team members, liaising with overseeing management, handling roster adjustments and achieving set tasks and responsibilities. * Caring Passionately team member. * Dairy Department - working in cold temperatures, stock rotations, stock presentation. * Delicatessen - working with deli machinery and equipment, customer service, stock rotations, stock presentation, deep clean. * Bakery Department - working with par-bake, product packaging and labelling, stock presentation, stock rotation. * Fresh Produce - working with fruit and veg, quality assurance. * General - customer service including manning the information desk, telephone enquiries, transactions and refunds. Cleaning of floors, registers and rubbish disposal. Manual labour and restocking of confectionaries, refreshments / drinks, shelves and products.