Customer Support Specialist

• Aug 2021 - Present

Client Support Specialist

• Jun 2020 - Aug 2021

Frontline technical support officer for a cloud-based, SAAS, practice management web-application. Duties include: • Offer front line software and customer support to customers by troubleshooting software or workflow issues and offering solutions to customers via telephone, chat and email. • Work with the Manager, Customer Care, to run quality assurance, document and implement internal Support-related processes which drive the team toward their SLAs and increased quality of services • Represent the voice of our customers internally, advocating for them across departments and owning a problem until it resolved Show less

• Oct 2016 - Jan 2020

As a Performance Coach I execute on Sales and Service Capability strategies, tools and processes to improve targeted groups of individual team leaders sales and service capability to meet or exceed performance targets across the National Customer Channels network. I deliver improved contributions to Medibank’s profit through driving new business revenue (from across all product portfolios), more profitable product mix, increased diversified sales, improved member retention and customer satisfaction.I work closely and in consultation with leaders and senior performance coaches on a national basis in managing sales and service capability frameworks and programs. Through both face to face and technology I deliver Masterclasses, Coaching and Facilitate training sessions that benefit team members and leaders in all customer facing channels nationally to ensure sales and service consistency.Role includes -• Develop and manage employee capability assessment and performance review frameworks to continuously improve individual capabilities aligned to key business performance indicators• Schedule, plan and perform regular feedback & coaching discussions to individual team member/leader• Benchmark and analyse sales and service performance across team members on a national basis, dissect and document best practices and devolve these in a coordinated fashion through integrating into coaching and development programs.• Be a conduit to the business for relevant contemporary sales best practices, education, coaching and systems.• Conduct and contribute to Masterclasses for Customer Channels. Facilitate skills recaps, group coahing, practice hours, and skills clinics for those completing C1 / Medibank Way training.• Ensure that Dashboards are up to date and Sales Observations are conducted in line with Master Coach parameters and in line with compliance• Work with team members to complete Practice Plans and with Team Leaders to complete Action Plans Show less

• Nov 2015 - Oct 2016

Take inbound inquiries from existing members for a wide range of reasons, account maintenance and claim inquiriesProactively identify opportunities for members to increase the value of their insurance productAchieve and maintain current KPIs, such as AHT, Add Products, and observe Medibanks valuesPerformed relief activities for the OSCAR Helpdesk, providing assistance to internal staff regarding SAPAssisted Case Management team with overflowSince May have been acting Floor Support, answering questions for current staff and new team membersAs part of Floor Support role have assisted current Team Leaders with their overflow inquiries Show less

LiveAnswer Consultant

• Mar 2015 - Aug 2015

Originally contracted to work on the inbound switch board, my role has since expanded to include running a recent gift card campaign, as well as mentor duties to newer temporary employees. LiveAnswer at iSelect are responsible for ensuring all calls are transferred to the correct departments, prompting callers with further questions to determine exactly what area is best equipped to handle their enquiry. My role in handling the gift card campaign started as a front line one, answering calls that came through enquiring about the advertisement. It evolved into managing the data entry for those eligible, handling complaints, liaising with Customer Experience, Marketing and Legal departments. As the sole person who's been handling the campaign, I have become the 'go to' for all issues related. As such, my post-mortem reports and complaint handling data have become sought after by those who are looking to be able to improve future campaigns. Show less

Customer Service Specialist

• Sep 2014 - Oct 2014

As part of the NSW CTP Specialist team, I answered inbound inquiries from customers looking to renew their CTP insurance, or purchase new insurance. Any inquiries regarding NSW CTP would be put through to our team. Meeting and exceeding the relevant KPIs (eg. True calls per hour, post call survey results), as well as ensuring accurate data entry and observing Allianz call quality and standards at all times were some of the expectations of the role. As part of the NSW CTP Specialist team, I answered inbound inquiries from customers looking to renew their CTP insurance, or purchase new insurance. Any inquiries regarding NSW CTP would be put through to our team. Meeting and exceeding the relevant KPIs (eg. True calls per hour, post call survey results), as well as ensuring accurate data entry and observing Allianz call quality and standards at all times were some of the expectations of the role.

Despatch Coordinator

• Feb 2014 - Aug 2014

• Organise despatch of products to customers • Communicate with customers to arrange most suitable time for delivery (delivery requirements may alter production) • Ensure all sales orders are entered into database • Arrange deliveries in the most efficient order for delivery driver, based on location, product size and trucks available • Create production schedule based on delivery requirements (production times may alter delivery) • Maintain accurate material level counts • Arrange stock orders based on needs for production • Provide phone and in-store sales support • Respond to online and email sales inquiries • Quality assurance checks on outgoing products Show less

Communications Manager & Customer Liaison Officer

• Mar 2010 - Dec 2013

• Manage incoming and outgoing communications with customers, suppliers and major contract clients • Respond to quote requests within contracted SLA • Customer correspondence with assurance of satisfaction • Stock and inventory management • Phone sales and support with goal of increasing profits and customer satisfaction • Provide technical support for existing and new clients and customers • Handling of sensitive personal information from insurance claimants • Face to face customer service and administration • Creation of invoices and orders within MYOB • Conflict identification and resolution, managing each case from initial contact to final resolution, resulting in 100% satisfaction • Develop and implement processes to improve current work flow and output • Shipping and receiving of products • PA duties to company CEO if required Show less

• Jan 2009 - Mar 2010

• Stock and inventory management• AS400 and POS usage and support• Observe and enforce safety procedures and practices in the back dock and a member of the OH&S team

• Feb 2007 - Jan 2009

• Customer service and general retail sales• Meet and exceed sales targets and performance KPIs

Counter Staff

• Dec 2006 - Mar 2007

• Key responsibilities: • Store open and close • Cash handling and inventory management • Customer service • Key responsibilities: • Store open and close • Cash handling and inventory management • Customer service