Customer Service Manager - QLD Operations

• Sep 2018 - Present

Accident Management Services Manager

• Mar 2017 - Present

Customer Service Manager - QLD Operations

• Mar 2017 - Present

Insurance Business Development Manager

• Mar 2016 - Dec 2016

In my latest role, I manage development and support for sales and growth initiatives to increase sales of insurance in the Latitude Finance Personal Loans distribution channels. This includes supporting other Sales Managers, tracking sales performance, identifying areas for improvement, developing new initiatives and assisting in the rollout of new products. I also manage the relationship with a key external motor partner for cross selling Latitude Finance products and services with that partner’s personal loans. A further major part of my role extends to developmental project work such as reviewing and rewriting product sales presentation material and sales tools and redesigning sales training to improve sales productivity. In addition, I provide business support for management and deliver induction programs and I monitor sales programs and performance, analyse results and report to stakeholders against SLA’s. Show less

Sales Team Leader

• 2004 - Feb 2015

*Managed a team of Sales Agents selling general insurance products, producing an annual business plan and reporting actual against target performance. *Achieved the highest team performance in 5 out of 6 years, officially recognised with a rare company award. *Set productivity goals and managed staff levels and workloads to maximise service efficiency and effectiveness. *Conducted day-to-day planning, supervised sales activities, resolved operational problems and ensured that the sales team met the required service levels, standards and sales targets. *Trained new staff comprehensively in product knowledge, sales technique, customer service and operational procedures and standards. *Mentored and coached all Sales Agents, with regular call monitoring, performance evaluation and feedback. *Continually reviewed operations to identify trends and opportunities and introduce improvements. *Served as the communication interface between frontline staff, other departments and management. *Managed operations and incentives budgets and headed a team that designed and set all sales incentives. *Maintained up to date knowledge of products and processes as well as insurance industry best practices and competitor activity. *Was sent to Jakarta and New Zealand to guide sales growth in new partner companies. Show less