Experience

Claim Central Property

• Australia
• Insurance
• 1 - 100 Employee

• Customer Service Operations Manager

  • Mar 2020 - Present

  ResponsibilitiesLeading customer service team within building insurance company with multiple lines of operational requirementsManaging the client manager line of operationEnsuring service delivery standards are achieved in end to end claims processing and contact centreLeading, developing and mentoring a successful team of team managers (both internal and external)Identifying process and procedure improvement and then developing a strategy to deliver changeStakeholder management both internally and externally with multiple companiesAchievementsCreation and implementation of Internal and External complaints processFormalization of Induction ProgramsCreation and implementation of end to end process manuals for all roles within the business unitCreation of real time and historical phone reportingCreation and implementation of Quality ProgramImprovement of lodgement to repair lifestyle year on yearHighest grossing tendering amount in a single monthImprovement of phone results month on month

• Continuous Improvement Operations Manager (Secondment)

  • Dec 2021 - May 2022

  ResponsibilitiesTake ownership and identify improvement initiatives that will deliver to value to the business Provide consultation, problem statements and guidance on action items to drive continuous improvementSupport the delivery of better value and greater efficiency through the identification and prevention of unnecessary complexity within the business and way of working To ensure projects are proactively reported and updated to relevant stakeholdersAchievementsWorked on various Tech enhancements in the Operational businessMaintenance Process created to improve conversion of Insurance Claims Created new Peril coding in the system for more direct conversion opportunityTraining framework created with Assessing Project Managed the implementation and go live of a new client Project Managed the roll out of a new model for our New Zealand TeamCo-ordinated and currently managing the event area of "flood strip out" with a revenue stream of $4M+



Tandem Corp

• Business Consulting and Services
• 100 - 200 Employee

• National Business Manager

  • Mar 2019 - Mar 2020

  *Role was made redundant*ResponsibilitiesLeading insurance claims teams across 3 states (Sydney, Brisbane and Perth)Managing the Quality and complaints lines of operationManaging 70 – 100 FTE’s via 5 team leadersEnsuring service delivery standards are achieved in end to end claims processing and contact centreLeading, developing and mentoring a successful team of team managers (both internal and external)Identifying process and procedure improvement and then developing a strategy to deliver changeStakeholder management both internally and externally with multiple companiesAchievementsEstablished teams in new state officesCreation and implementation of Internal and External complaints processFormalization of Induction ProgramsCreation and implementation of end to end process manuals for all roles within the business unitCreation of real time and historical phone reportingCreation of implementation of Quality Program Creation of more streamline Dashboards to facilitate reduction of start date expired from 308 to 5 average, with the life cycle from October 2018 to 5 business daysImprovement of phone results month on month by 10%



PetSure (Australia)

• Australia
• Insurance
• 200 - 300 Employee

• Senior Customer Service Team Leader

  • Jan 2017 - Mar 2019

  Responsibilities:• Manage team of Senior agents covering complaints, quality and internal knowledge management • Manage day to day workflow and resources of team• Analysis and reporting of monthly QA results to identify opportunities and provide coaching within the business• Monthly/quarterly analysis and process improvement recommendations of customer survey results (NPS), quality results of agents and complaint volumes/types - which has allowed ongoing targeted customer impacting processes within the business • Referral point for team and wider business for technical issues• Escalation point for customer concerns and ensure resolution exceeds customer’s expectation• Identify needs of customers and staff, and develop solutions to meet those needs, including process and system improvement• Regular 1:1s, coaching sessions and creating IDPs• Performance management• Complete analysis of team data and performance management, ensuring development of Customer Service Representatives to meet required KPIs• Develop and implement new processes and procedures• Project work for business growth• Drive team engagement and morale• Engage with business representatives and Brand Partners



CommInsure

• Insurance
• 300 - 400 Employee

• Team Manager

  • Feb 2011 - Jan 2017

  Accountable for the delivery of: (for team)Customer satisfaction outcomes Technical accuracy of claim decisions made by teamMeeting productivity targetsAchievementsCo-founded internal customer promise – main objective is to provide a framework for defining general insurance operations service delivery standards, the rights of our customers and how our unique customer experience will be handled by our frontline teams day to day. Initiated productivity and cost savings win across fire portfolio which saved the business over $100,000 in FY15/16 in fees. Achieved 95% and 100% satisfaction in the last 2 People & Culture Surveys Nominated for quarterly award, 2 x monthly service awardWon monthly service award, monthly achievement award, monthly & quarterly leadership award

• Senior Case Manager

  • Apr 2010 - Jan 2011

  A point of technical reference and coaching support for the General Insurance Home Claims department. Work on continuous improvement ideas collaborate with others on implementation

• Case Manager

  • May 2008 - Apr 2010

  Manage a port folio of Home Claims from start to finish across all event types