Experience

EML

• Australia
• Insurance
• 700 & Above Employee

• Team Leader

  • Aug 2019 - Present

  Leading a dedicated claims team and manage quality and workflow. Responsible for ensuring performance targets and that organisational objectives are met while providing a high level of customer experience delivery to our stakeholders. Supervising the day-to-day work activity and the coaching and development of the claims team and its individual members.

• Claim Management Specialist RTW SME

  • Oct 2017 - Aug 2019



CGU Insurance

• Australia
• Insurance
• 700 & Above Employee

• Claims manager

  • Mar 2017 - Oct 2017

  CGU provides workers compensation insurance to more than 100,000 Australian businesses and is one of Australia's leading workers compensation providers. We will partner with your business to reduce workplace injuries and achieve sustainable return to work outcomes. With a national service offering, your business receives great service no matter where you interact with us. CGU workers compensation offers: tailored, flexible and responsive injury and claims management services solutions that identify, monitor and reduce the cause of injuries premiums that encourage and reward workplace safety and positive claims outcomes innovative risk management products and services.



IAG

• Australia
• Insurance
• 700 & Above Employee

• Property claims consultant

  • Aug 2015 - Mar 2017

  Insurance Australia Group Limited (IAG) is the parent company of a general insurance group with controlled operations in Australia, New Zealand and Asia, employing over 15,000 people. IAG is the name behind some of the most trusted and respected general insurance brands providing a wide range of products to protect the homes, lifestyles and businesses of our millions of customers. Customer Claims Consultants are the first point of contact for customers enquiring about lodging claims against Property insurance policies. Respond to high volumes of customer queries with our policy holders, Lodge property insurance policy claims for assessment; Liaise with customers, internal and external parties to coordinate claim resolution; Maintain concise records throughout resolution process.



Seeking Team Leading & Assistant roles in Customer Service / Event Planning.

• Customer Service Team Leader & Events Assistant

  • Jun 2015 - Sep 2015

  I have vast experience in customer service, administration and leadership and I would adapt and excel effectively and efficiently in any new role. I have developed people leadership and management skills, working with team members across such areas as motivation, feedback, monitoring performance, coaching and performance management when required. I am results focused, and have honed skills to draw out positive behaviours and find the triggers to drive for results. I have experience in monitoring agent productivity and working closely with the team to ensure that key performance targets are met. I am highly organised with refined time management skills, focused, flexible and easily adapt to change. I have a proven ability with working to deadlines and prioritising workloads in high demand environments, maintaining superior customer service and confidentiality at all times. I have undertaken a variety of development activities and built skills in conflict resolution, building team cohesion, coaching and feedback methods that I have then utilised within all my roles. I relish new techniques and honing my skills and I am looking forward to new opportunities to fulfil this within my next role. I am immaculately presented, possess strong negotiation and interpersonal skills and with a cooperative, professional and friendly manner.



HomeRepair

• Australia
• Construction
• 1 - 100 Employee

• Coordinator Administrator

  • Feb 2015 - Jun 2015

  -The management of inbound phone queue, resolving customer and contractor enquiries -Data entry -Project management of repairs. Including assessing claims; Organising appointments; Liaising between customer and trades; Reviewing claim assessments; Confirmation of completion. -High time management skills, -Strong communication skills -The management of inbound phone queue, resolving customer and contractor enquiries -Data entry -Project management of repairs. Including assessing claims; Organising appointments; Liaising between customer and trades; Reviewing claim assessments; Confirmation of completion. -High time management skills, -Strong communication skills



Asset Management Council

• Australia
• Non-profit Organizations
• 1 - 100 Employee

• Events Assistant

  • Mar 2014 - Mar 2015

  To assist the Events Coordinator in the delivery of our yearly program of events, including the annual flagship conference AMPEAK To assist the Events Coordinator in the delivery of our yearly program of events, including the annual flagship conference AMPEAK



State Debt Recovery

• Customer Service Operator

  • 2013 - 2014

  -Providing accurate, consistent, timely and effective service to clients concerning the State Debt Recovery (SDR) operations via telecommunications. -Effectively communicating with clients adhering to agreed SDR processes and procedures. -Undertaking routine and / or complex searches for client record information. -Extracting and inputting data, using available computer systems/software, as required. -Sourcing, interpreting, applying and working in accordance with legislation, regulations and guidelines. -Adhering to practice and procedures/protocols to provide feedback and action complaint resolution. -Researching and resolving complex enquiries in a timely manner, employing knowledge, expertise and tact to ensure clients understand the reasons for procedures or actions, by clarifying legislation, procedures and protocols. -Recording and maintaining accurate information regarding client inquiries.



Wine Selectors

• Australia
• Wineries
• 1 - 100 Employee

• Customer Service Team leader

  • Jan 2006 - Feb 2013

  -Coaching, developing and supervising team of Customer Service Operators to achieve and exceed Key Performance Indicators (KPIs).-Carrying out performance management duties including, reviews, plans, monitoring KPIs, recruitment, leave approvals/issues, payroll and working in conjunction with other divisional leaders/management.-Maintaining a positive team culture including resolving conflict within the team, effective conflict resolution with clients and an ongoing focus on customer service.-Maintaining sound knowledge of awards, guidelines and procedures.-Participating in monthly marketing meetings and assisting in the development and implementation of marketing campaigns.-Developing and maintaining strong relationships between departments to ensure efficient workflow and provide utmost customer satisfaction.-Focusing on continuous improvement in all Key Performance Indicators (KPI’s) to meet service delivery targets.

• Customer Service Agent

  • Jan 2002 - Jan 2006