Experience

EML

• Australia
• Insurance
• 700 & Above Employee

• Team Leader Workers Compensation

  • Feb 2021 - Present

• Technical Specialist Workers Compensation

  • May 2020 - Present



Ausgrid

• Australia
• Utilities
• 700 & Above Employee

• Case Manager - Workers Compensation

  • Jun 2018 - Feb 2020

  Ausgrid employs over 3500 employees that undertake diverse and high risk associated employment. Ausgrid is ranked as a Top Tier Self Insurer with the NSW State Insurance Regulatory Authority (SIRA). SIRA states that in order to be classified as a Top Tier performing Self Insurer the insurer must demonstrate exemplary performance in data quality, case management practice, focus on return to work outcomes and the prevention and resolution of complaints. My contribution to Ausgrid's excellence relied on the balance of successful management of return to work outcomes for a range of injured workers, each with differing circumstances, injuries and strategic management requirements. Key Responsibilities ● Effective end to end case management in line with complying governing principles, timelines, guidelines and legislation. ● Determine and communicate liability decisions linking the relevant legislation in plain language whilst future proofing legal counter response. ● Liaise and consult with internal and external stakeholders not limited to; Doctors, Specialists, Surgeons, Psychiatrists,Psychologists, Physiotherapists, Managers, peers etc to determine liability, treatment plans, permanent impairment and associated medical costs ● Undertake claims investigations and determine solutions in accordance with the governing Workers Compensation Act ● Maintain and protect Insurers Licence ● Approve and Pay PIAWE, and medical costs in accordance with SIRA guidelines ● Provide impeccable customer service in every interaction ● Manage multiple priorities whilst meeting agreed deadlines



Ausgrid

• Australia
• Utilities
• 700 & Above Employee

• Team Leader Emergency Services

  • Feb 2012 - Sep 2017

  Ausgrid's infrastructure comprises 1.7 million customers in an area spanning 22,275 square kilometers which includes more than 200 large electricity substations, 500,000 power poles and almost 50,000 kilometers of below and above electricity cables. I was accountable for daily management of Ausgrid's inbound emergency response team and front line customer service response during critical weather events and network turmoil. Key Accountabilities ●Effectively manage a team of up to 18 customer service representatives working a seven day rotating roster to achieve individual,team and business performance targets. ● Proactively monitor all call queues, computer applications and work volumes to ensure customer service levels are effectively and efficiently adhered to. ● Manage a professional delivery of a superior and timely customer service experience across multiple multimedia channels i.e. telephone, email, facebook, twitter and web. ● Conduct training sessions, safety discussions, monthly team briefs, monthly one to one sessions and 6 monthly and annual performance reviews. ● Responsible for and oversee Storm and/or Incident Management ensuring accurate reporting, staffing and service requirements. ● Daily utilisation of SAP, OMS (Oracle outage management system), Ausgrid web page pertaining to customer information, MBS, WebGIS and Lotus Notes. ● Coordinate and participate in Disaster Recovery and Business Continuity Programs. ● Controllers of all levels of Network Contact Centre incidents, participate in meetings, debrief and determine response required. Ensure accurate information is relayed to stakeholders. ● Escalation point for customer, people management, industrial and process issues. ● Manage customer service standards, customer engagement and compliance with Ausgrid’s regulatory requirements.



EnergyAustralia

• Australia
• Utilities
• 700 & Above Employee

• Team Leader Appliance Sales

  • Nov 2010 - Feb 2012

  Energy Australia at the time was the largest Electricity Retailer in the market, servicing a customer base of approximately 1.5 million customers. I was responsible and tasked with fostering and building a profitable relationship with an internal business partner and leading a team of 19 sales staff. The team averaged 5000 internal calls per week, comprising of residential account enquiries, emergency and power outage calls and the sale of gas/hotwater tanks and solar generation systems. Key Accountabilities ● Set challenging and achievable individual/business goals for team members and provide regular coaching, feedback and guidance that supports achievement of those goals and set kpi’s ● Effective communication with team members ensuring up to date knowledge or product and service offerings along with relevant information updates to support accurate information flow to customers ● Reinforcing the need for team members to take responsibility for their own career development decisions and supporting them in relevant learning activities by promoting awareness and application or organisational learning principles ● Proactively managing the impacts of change on team members through reinforcing the need for adaptability and flexibility at all times whilst personally embracing the changes driven by the likely future market and customer needs ● Continual client relationship development and management ● Effective reporting analysis to identify trends and opportunities to increase sales opportunities ● Proactive call queue management to ensure balance between residential account queue and sales queue achieve individual service queues ● Effective time management ensuring coaching sessions, team briefs and break times adhere to roster and queue requirements ● Act as a final escalation point in a bid to resolve complex customer issues, mitigating negative business perception and risk.



Ausgrid

• Australia
• Utilities
• 700 & Above Employee

• Team Leader - Residential Account Enquiries

  • Nov 2007 - Oct 2010

  Five years experience managing multiple residential enquiry teams within Energy Australia's inbound call centre. Team sizes ranged from 12 to 19. Proven history of coaching staff through addressing skill, knowledge and behavioral gaps to achieve sustainable and people focused results.

• Customer Service Representative

  • Oct 2005 - Nov 2007

  Two years experience in Energy Australia's fast paced inbound call centre with a primary focus on first call resolution and customer satisfaction in addition to maintaining privacy, adhering to legislative requirements and providing understanding, empathy and self empowerment options to regular and vulnerable members of the community. Call types comprised of account enquiries, high bill enquiries and resolution, emergency power outage and hazard calls, hotwater sales and residential movement calls.