Experience

• 

  IAG

  • Australia
  • Insurance
  • 700 & Above Employee

  • Team Leader contat centre (SME- Business Insurance)

    • Nov 2021 - Present

  • Team Leader contact center- (State NAC Lantern Personal Insurance)

    • Jun 2020 - Nov 2021

  • Senior Business Insurance Consultant

    • Dec 2018 - Jun 2020

    • Provide technical support and expertise to the frontline Business Insurance Consultants, to build a high performing team.• Assist the Business Insurance Consultants with specific queries/requests of standard or more complex cases and provide underwriting terms/delegation approval.• Identify and review processes, procedures and guidelines for the benefit of the unit, and customers.• Develop Consultants’ on-the-job skills to the benefit of the unit, and customers.• Triage all customer escalations and where appropriate, resolve or escalate with solutions to the Team Leader. Provide insights to the Leadership team on solutions to stop future escalations.• Lead focus sessions to assist frontline Consultants to lift their level of knowledge across customer interaction, product quality and underwriting.• Support new agents training programs.• Act as a technical expert when required for projects or initiatives of business unit• Provide cross-site technical support on the weekends as required.• From time to time use statistical knowledge to determine the financial risks in the client's business/work and provide the right insurance product by helping them pick the most suitable option to match their needs.• Underwrite Commercial policies - Commercial Motor Vehicle, Commercial Property, Business Assets, Business Interruption, Contract Works & Public Liability insurance. Machinery Breakdown cover and Goods in Transit

  • Business Insurance consultant-Outbound

    • Jan 2017 - Dec 2018

    • Key point of contact for several AMI Branches for any Business Insurance related queries and managing their quality referrals.• Resolving customer Inquiries with a specific focus towards first call resolution• Needs based cross-selling and upselling.• Understanding client’s business risk and underwriting based on authority level or refer to senior underwriter.• Achieving revenue growth and retention targets whilst maintaining compliance with company processes and policies• Proactively review existing customer policies to ensure full protection is given and to limit underinsurance• Handling difficult customers and price objections• Ensure the customer interaction exceeds customer satisfaction targets

• 

  New World Super Market

  • Auckland, New Zealand

  • Duty Manager

    • Aug 2011 - Sep 2018
    • Auckland, New Zealand

    • Demonstrated ability to manage high work volumes and juggle conflicting priorities, all with a calm and reassuring manner• Highly-qualified graduate with first-class honours in chemistry, further diplomas in management and computing, and the ability to learn quickly and effectively• An engaging and warm personality, with a driving passion to help others including members of the public, colleagues and the wider organisation • Excellent attention to detail, Particularly in customer service and administration to achieve high standard team performance.• Proactive team member who co-operates through open discussion and the sharing of knowledge to develop teamwork and assist in meeting organisational goals• Capable of supervising teams of up to fifteen people across a range of disciplines and in varied industries including manufacturing, retail and pharmaceuticals• Outstanding communication skills, used in sales of critical care products to doctors and other medical specialists and pharmaceutical buyers in hospitals• Highly computer literate with advanced knowledge of all Microsoft Office applications, and able to troubleshoot hardware and software issues• Exceptionally service focused, with a commitment to prioritising to meet customer service and organisational deadlines and targets

• 

  IAG Australia

  • Auckland

  • Personal Insurance Agent

    • Aug 2014 - Jan 2017
    • Auckland

• 

  Zen Life sciences Ltd.

  • Territory Business Manager

    • Aug 2008 - Jan 2009

• 

  Claris Lifesciences Limited

  • Territory Sales Assistatnt

    • Feb 2007 - Aug 2008