Experience

nib New Zealand

• New Zealand
• Insurance
• 100 - 200 Employee

• Manager Member Lifecycle

  • May 2021 - Present

• Manager Customer Care

  • Dec 2018 - Apr 2021



IAG

• Australia
• Insurance
• 700 & Above Employee

• National Manager Bank Claims

  • Dec 2017 - Oct 2018

• Claims Centre Manager

  • Dec 2014 - Nov 2017

  Led a 70 seat claims centre focused on delivering awesome service when our customers have suffered a loss. They could be dealing with the worst thing that could have happened in their life, such as their family home being burnt down or flooded in a storm. Their car, the link to work and school, could have been in an accident or stolen. It could be their phone, their link to the world, has been dropped and damaged. My teams are there to help pick up the pieces and restore our customers lives back to what it was before the event. I recruit Team Managers who are focused on their teams and their customers. Ensuring they are supported from recruitment, through induction, and beyond, to their next amazing role.Highlights of the role:- Improving people engagement scores year on year.- My unit was also one of two finalists for the NZI 2017 annual awards for Team of the Year. We also had three individuals from my unit as finalists in their categories, Customer First, Rookie of the Year and Case Manager of the year. The Rookie of the Year and Customer First finalists won their category. Show less

• Team Leader

  • Mar 2010 - Nov 2014

  I managed a high performing team of Business Insurance Consultants focused on selling and underwriting commercial insurance policies to small to medium business owners.I focused on improving time to competency through improving induction processes and developing nesting programs to integrate team members from induction to the floor.I was a finalist in the State annual awards, along with a team member, for our work on an online knowledge base for the unit. During my time in the unit I completed my Lean Six Sigma Green Belt and reduced time taken on a lengthy underwriting process by 50%. Show less



iiNet

• Australia
• Telecommunications
• 500 - 600 Employee

• Trainer

  • 2006 - 2010

  Facilitating product, sales and billing inductions and technical upskills for the Auckland contact centre. Resigned material to focus on real examples and use of online knowledge base. Highlight - Seven months secondment to Cape Town, South Africa, to help set up a new contact centre. Facilitation of all material and training trainers. Facilitating product, sales and billing inductions and technical upskills for the Auckland contact centre. Resigned material to focus on real examples and use of online knowledge base. Highlight - Seven months secondment to Cape Town, South Africa, to help set up a new contact centre. Facilitation of all material and training trainers.



Royal Bank of Scotland Business

• United Kingdom
• Banking
• 700 & Above Employee

• Sales, Coach, Trainer, Team Leader

  • 2002 - 2006

  Retail Insurance Retail Insurance