Experience

Capital Transport

• Australia
• Freight and Package Transportation
• 300 - 400 Employee

• Credit Control Officer

  • Mar 2019 - Present

  Accounts Receivable

• Customer Service Officer

  • Dec 2018 - Feb 2019



MLC Life Insurance

• Australia
• Insurance
• 700 & Above Employee

• Team Assistant to Head of Insurance Operations

  • 2016 - 2018

  Proactively managed and structured the Head of Operations time and work environment to enable the Head of Operations to focus on achieving key objectives.• Proactively managed the HO Operations (Head of Operations) diary. Established an understanding of agenda and outcomes anticipated for each proposed meeting, sourcing material, and anticipated requirements for each event / meeting.• Booked and managed all travel / accommodation arrangements for business trips on the Serko system.• Managed and processed monthly corporate card travel and all Operations related expenses for the Operations Leadership team on the Flexipurchase system.• Effectively screened, reviewed emails approximately 140 emails (Outlook) per week and responded professionally to correspondence and delegated on behalf of the HO Operations.• Communicated professionally and confidently with stakeholders on behalf of the HO Operations, both internally and externally.• Coordinated events for the Operational Teams and prepared presentations / documents for the HO.• Managed, collated and reported on Operational headcount to ensure accuracy and records updated.• Created presentations and documents for the HO Operations and the Leadership team.• Ensured assigned tasks were completed within agreed time frames and outputs were of a high quality.

• Team Leader, Quality & Capabilities (New Business)

  • 2015 - 2016

  Secondment(formerly NAB Wealth)Managed and led 9 Quality & Training team members to ensure delivery of customer focused service excellence through the provision of product, procedural and system training, personal and professional development, and the promotion of business excellence and continual service improvement.• Managed Quality and Training Associates across all states to continuously develop. Conducted performance reviews to recognize achievements and address areas for development.• Examined errors to ensure target of 95% accuracy was met across all states. • Reported on quality to management, to address areas of improvement and recognition.• Coordinated and managed administration process training schedules across all states on the various systems including Eclipse, AWD, 509Mainframe, Capsil, Gemini and CLOAS.• Conducted meetings with Associates to facilitate regular communications and alignment of approaches regarding outcomes.• Supported stakeholders to promote and maintain positive team morale through ongoing continuous improvement activity.• Ensured that all administrators were trained on relevant product and process updates and changes.• Built strong relationships with stakeholders including state managers and team leaders within New Business and Underwriting.



NAB

• Australia
• Banking
• 700 & Above Employee

• Quality & Control Associate (New Business)

  • 2007 - 2015

  (formerly Aviva) Managed and delivered company training and development activities in accordance with the organizational requirements. Contributed to the strategic direction and development of training and quality within the Company. • Successfully trained new business administrators on Data Entry and all work queues with the ability to provide constructive feedback. • Managed weekly and monthly meetings with stakeholder’s (new business team leaders) to discuss quality, including errors and further training requirements. • Additionally, completed regular quality spot checks and addressed errors with the administrator ensuring the team leader and senior were also notified. • Developed achievement plans for administrators that required further assistance during sign off period and provided conformance sessions for signed off administrators that did not meet the required quality target of 95%. • Successfully trained and signed off in Replacements. • Successfully rolled out resurgence release information packs to new business administrators which included upgrades to existing products. • Investigated a missing link in the process (exit statement and reinstatement form) and connected with the appropriate people. New process was documented and implemented to ensure compliance was met. • Created and rolled out the resurgence discovery center riskfirst (online data entry and underwriting engine) facilitator guide. • Created various learner guides (training manuals) for new business administrators.



Aviva

• United Kingdom
• Financial Services
• 700 & Above Employee

• New Business Administrator

  • 2005 - 2007

  Collecting and entering data in databases and maintaining accurate records of valuable company information. Ensuring quality and productivity is of high standard. • Processed new business applications within the service standards and sent underwriting requirements to advisers. • Actioned all queries and escalations directed from the quality checking team and team leader. • Achieved a quality target of 90% + and productivity of 25 + work items per day on a continual basis. • Actioned binding nomination related queries from internal and external customers. • Classified incoming administration and underwriting mail. • Assisted IT test the new riskfirst system that was being developed for our company. • Assisted quality checkers train administration in specialized areas including but not limited to, binding nominations and riskfirst.



The Modern Group

• Australia
• Renewables & Environment
• 1 - 100 Employee

• Call Centre Outbound Calls

  • Jan 2004 - May 2005

  Generating leads for the sales team. Generating leads for the sales team.



Servcorp

• Office Assistant / Receptionist

  • Jun 2003 - Dec 2003