Experience

World Travel Protection

• Australia
• Hospitals and Health Care
• 100 - 200 Employee

• Operations Manager

  • Jul 2022 - Present

  Providing day to day operational management within the Medical Assistance department and oversight of the assistance platform. Leading a focused team within a culture of best practice, through dedicated continuous improvement to enable a customer first approach

• Team Leader - Medical Assistance

  • Jun 2022 - Sep 2022



AXA

• Italy
• Glass, Ceramics and Concrete Manufacturing
• 1 - 100 Employee

• Team Manager

  • Sep 2019 - Jun 2022

  • Leading a high performance team within a busy contact centre • Manage a new team of apprentices completing a Customer Service Level 1 qualification • Managing the apprentices over a 15-month period, along with monthly 1-2-1’s with an exterior tutor to assist in the completion of their apprenticeship • Responsible for providing coaching and support to regular full time claims agents, unlocking potential through SMART techniques and steering them towards appropriate training and development opportunities • Listening to, writing up and feeding back 4 x Quality Assessments each month, for each agent within my team (approx. 12-15) • Ensuring 80/20 SLA’s are reached on a daily, weekly and monthly basis. This is done through intense focus on Average Handling Times and working alongside the operational planning team to ensure our daily and weekly forecasts are constantly monitored and proactively managed • Conducting interviews to place call centre agents within the larger team as well as interviewing for apprentices • Helping new starters to achieve their expectations in their first 4/5 weeks within the business by supporting Learning & Development with ‘graduation bay’ monitoring, coaching and guidance • Liaising with all departments involved in the customer journey, including the existing claims department, customer relations department and account management • Supporting the team by handling customer escalation situations and trying to resolve/deescalate these events • Sickness, absence and lateness management • Carrying out investigations alongside HR into performance management • Diary management, typing correspondence documents to internal and external customers, creating and giving presentations Show less



Healix Health Services

• United Kingdom
• Health, Wellness & Fitness

• Customer Service Team Lead

  • Jun 2017 - Sep 2019

  • Providing proactive and timely, remote medical assistance service to the UK Government employees and dependants based overseas • Delivering a consistent high standard of customer service • Actively managing and progressing complex medical cases on a daily basis • Managing a team of 30 (administrators, coordinators, nurses and doctors) • Working to support the operation managers with day to day management of the office • Interacting and corresponding with clients, written and face to face • Planning daily care and arranging referrals, providing repatriation support working in conjunction with the medical team to ensure the travel is safe, cost effective and well organised • Involved in staff recruitment processes and training new starters • Proficient in Diary Management Show less



Cavendish Care

• United Kingdom
• Furniture and Home Furnishings Manufacturing

• Assistant Manager

  • Jun 2015 - Jun 2017

  • Opening of a brand new provision (care home) integrating a new staff team • Integrating new tenants into the home • Setting up all paperwork, rotas and legalisation involved • Action planning and deadline meeting • Daily use of Microsoft office, Outlook and telephone • Dealing with a large and challenging work load • Completed management training including coaching and performance • Managing employee’s performance in the workplace, using supervisions and performance management techniques to get the best out of a team Show less