Experience

Domestic & General - Australia and New Zealand

• Australia
• Insurance
• 1 - 100 Employee

• Service Systems Co-ordinator (Operations)

  • Dec 2020 - Present

  Responsible for the ongoing development and execution of Domestic & General's Repair Network platform, Orbit. The role entails managing both internal (locally and from head office in UK) updates to the platform and ongoing expansion of its use. Also responsible for liaising with external Repair Network Agents to ensure consistent and accurate use of the platform to manage repair information. Own all Orbit activity in Australia including co-ordinating with the head office in UK to ensure timely and accurate testing of any Orbit updates.In addition to this, supporting other activities within the Network team such as general administration and network service support where required. Assisting the Network Service Manager and the Management in following;Seeking customer resolution from the manufactures under the ACL rights.Following up with Service Agents on customer cases such as delays in completing repairs.Co-ordinating network visits (agent visits) for the Country Manager and Network Service Manager.Running reports (ORBIT & Flyspeed), creating pivot tables relating to Service Agents costings.Creating a data base to store the data of the Service Agents such as Service Level Agreements, copies of relevant insurance documents, and licences of electrical, refrigeration and gas etc.Sending out service level agreements to high volume agents.

• Service Coordinator (Operations)

  • Jun 2018 - Dec 2020

  Key accountabilities were;Ensure issues are resolved at first contact where possibleTimely answering / handling of emails meeting targets agreed with the businessOccasional overflow inbound call handling during peak traffic timesTimely resolution or escalation of repair related complaintsGeneral back office admin duties to support the network and OEMs Assisting with network and OEM reporting, as requiredEnsure knowledge of products, processes and systems is up to dateUnderstand regulatory requirements and ensure all activity is conducted compliantly and clearly within group and branch guidelines Ensure feedback from the customer is shared appropriately to contribute to continuous improvement of the customer journeyContribute to a positive culture that is built around teamwork and leads to team success

• Claims Administrator

  • Jun 2015 - Jun 2018

  Responsible for ensuring accurate information is processed into the AS400 system via user interface which included but not limited to payment and administration documentation from a network of repairers as well as internal parts of the business.Also responsible at different times for manging email traffic and answering queries from a network of Service Agents as well as internal parts of the business.The key deliverables was to;- Ensure speed and accuracy of all information in and out of the AS400 (and other related software) meets the KPI’s set by the business- Ensure prompt and reliable action is taken and followed up for all requests sent through to the team from customers and /or various parts of the businessThe role also required to perform ad hoc tasks as requested by the Team Leader.



Publicis Groupe

• France
• Advertising Services
• 700 & Above Employee

• Customer Service Consultant

  • Apr 2013 - Jun 2015



RMIT University

• Australia
• Higher Education
• 700 & Above Employee

• Office Administrator

  • Nov 2012 - Apr 2013



SNC-Lavalin

• Canada
• Civil Engineering
• 700 & Above Employee

• Secretary to the Director Finance & Administration

  • Sep 2005 - Dec 2011



Achēv

• Canada
• Nonprofit Organization Management
• 100 - 200 Employee

• Receptionist

  • Dec 2001 - Feb 2003



Steuart Holidays

• Sri Lanka
• Travel Arrangements
• 1 - 100 Employee

• Department Secretary

  • Sep 1999 - Oct 2001



EY

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Recruitment Coordinator

  • Jan 1998 - Aug 1999