Experience

EML

• Australia
• Insurance
• 700 & Above Employee

• Claims Specialist Return to Work SA and former 2IC

  • Jul 2008 - Present

  Proactively manage a portfolio of Return to Work SA claims. Maintaining mutually beneficial relationships with key stakeholders; excellent communication and interpersonal skills Developing and monitoring return to work plans whilst supporting our ongoing partnership with Return to Work SA Managing injured workers claims and focusing on their return to work whether to pre injury employer or recognising new employment opportunities Ability to manage a high volume of claims (100+) in both permanent workforce and labour hire companies with legislative deadlines Experience in managing both corporate and small to medium business claims. Exceptional time management and organisational skills as per management reviews and targeted KPIs Ability to work to tight deadlines Manage in house systems including the new database and upgrades Pro-active approach to work and a sense of urgency when dealing with worker entitlements and tribunal matters Return to work rehabilitation specialist and reviewer (SME) Psychological claims specialist and reviewer (SME) Claims estimate subject matter expert. Mentoring new starter case managers in process and legislative requirements and claim strategies Second in Charge RTWSA Training - Return to Work Co-ordinator training, - Mental Health First Aid



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Customer loyalty consultant

  • Nov 2007 - Jul 2008

  Answering customer calls in a timely manner Resolving customer issues with accounts at first call Deactivation/retention of customers wishing to cancel mobile accounts Individual responsibility for determining business reasons to implement delegation limits in a mobile retention scenario' Checking whole of customer account and ensuring best products and services are applied to suit customer needs Cross and up-selling Telstra products and re-contracting customers across mobile, internet and landline products. Using Telstra in-house systems and adhering to best business principles and practice Keep up to date with all mandatory & regulatory training. Adhere to centre, individual and team targets and KPIs



Murray Pest Control Service Centre

• Team leader (short term assignment)

  • Sep 2007 - Nov 2007

  Monthly reporting to senior management re KPIs and initiatives taken, viability & productivity of unit Adhering to privacy training and regulation re customer account information Answering general customer queries re products and services Using in house systems and Office suite Managing staff and their concerns, including team briefing and updates of new company services and products/plans General maintenance and running of office area Monthly reporting to senior management re KPIs and initiatives taken, viability & productivity of unit Adhering to privacy training and regulation re customer account information Answering general customer queries re products and services Using in house systems and Office suite Managing staff and their concerns, including team briefing and updates of new company services and products/plans General maintenance and running of office area



Optus

• Australia
• Telecommunications
• 700 & Above Employee

• Concierge/Customer Service Consultant & Team Leader

  • Jun 2005 - Sep 2007

  First point of contact for sales and customer service queries Ascertaining which service is needed and appropriate transfer Adhering to privacy training and regulation re customer account information Checking serviceability for potential and existing customers Answering general customer queries re products and services Using in house systems and Office suite Training of staff in procedures and Optus systems Overseeing training in the following units and ensuring understanding of, and adherence to same - Privacy Training; Equal Opportunity Policy; OH&S Policy; Use of internal communications systems; Update of Customer Service skills Monthly reporting to senior management re KPIs and initiatives taken, viability & productivity of unit Managing rosters Arranging computer and systems upgrades and overseeing completion of same Managing and maintaining viability of Melbourne and Sydney call centre Queues. Communication with call centre managers and other team leaders re this Renewal of consultant contracts and liaising with agencies Responsibility for checking agency timesheets and Optus invoicing of same Hiring of new staff. Responsible to Business performance manager and National Manager Consumer Division High volume call management (2000+ calls per day) Customer complaint resolution Fire warden and OH&S representative Trained in exempt employer WorkCover policies for staff management (Commcare)