Andrea Kilgour Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Direct management, coaching and training of Claims SpecialistsManaging the Work in Progress (WIP) claims to ensure targets are consistently achievedManaging, reporting, and implementing risk and compliance in accordance with the Financial Sector Regulatory FrameworkData analysis, interpretation and reporting on business functions and training requirements to the Operations Director using Salesforce, Amazon AWS and G Suite reporting functionsCoordination and implementation of training and improvementsDeveloping and maintaining relationships with financial institutions and AFCAIdentifying trends and changes with financial institutions for claim management and process refinement

Sydney, New South Wales, Australia

Responsible for the service delivery performance of 45 office and field based staff across Australia and New ZealandDay to day operational management of boutique law firm specialising in Employment Law Managing the Work in Progress (WIP) level within a target band considered to be an acceptable load on staff while achieving a consistently high level of Customer ExperienceRecruitment and retention of staff to budgetData collection, interpretation and reporting on operational performance, customer experience and external trends to C-Suite level using Tableau, Salesforce and Microsoft OfficeProcess review, mapping, improvement and implementation from data analytics for continuous improvementDriving and maintaining practice development and training program across Australia and New ZealandManaging, reporting, and implementing risk and compliance in accordance with the Legal Sector Regulatory FrameworkFinancial reporting on fee recovery and profit and loss at C-Suite LevelPlanning and implementation of strategies for growth and development of the law firm

Sydney, New South Wales, Australia

Responsible for the service delivery performance of a total of 50 Field based and Contact Centre staffWorking with the WA, QLD and VIC State Managers to achieve consistency in service delivery practices nationallyData analysis, interpretation and reporting on business functions and training requirements to the Services Director using Tableau, Salesforce and Microsoft Office reporting functions.Coordination and implementation of training and improvements.Recruitment and retention of new employees for NSW.Direct management of team leaders for coaching and development

Sydney, Australia

Responsible for the service delivery performance of 12 office-based staff, including the coaching, development and recruitment of Team Leader direct reportsData collection, interpretation for reporting to Sales and Services Directors for improvements and compliance using Tableau, Salesforce and Microsoft OfficeManagement of the User Acceptance Testing and Rollout of Technology changes for continuous improvementManagement of the company’s Customer Portal servicing 26,000 businessesManaging the case load Work in Progress (WIP) level, keeping it within a target band considered to be an acceptable load on staff and maintaining Customer Experience, across Australia and New Zealand

Victoria/Tasmania

Responsible for the service delivery performance of 14 Field Based staffQuality assurance and reporting to meet and exceed required standardsSupporting and implementation of company policies and needs during business expansion in MelbourneSeminar presentations on Employsure products and services

Sydney, Australia

Responsible for the service delivery performance of 8 Contact Centre staffAdhering to and delivering on QA frameworkData collection, analysis, and reporting on team performance in line with KPI’s Implementing process changes and other improvements to ensure KPIs are delivered onEscalation point for complex employment relations casesTraining and development of new team members

Sydney, Australia

Employment relations adviser for Clients by telephoneEscalation point for handling the most complex casesDedicated adviser for select Clients with specific needsWorkers compensation specialist

Sydney, New South Wales, Australia

This role involves the monitoring and mentoring of apprentice chefs throughout the tenure of their apprenticeship, inclusive of career planning and development, assistance in studies and support in all areas required.I work closely with our clients, the Host Trainers, with WHS support, Award and Fair Work information, performance management and general human resource support.

Sydney, Australia

My role involved screening, interviewing and placing apprentice chefs in restaurants, hotels and cafes in NSW and Victoria. I attended career expos, job start days for students, TAFE enroloment days and school talks. I was responsible for coordinating trials and interviews between our apprentices and clients. This included regular communication with our clients, discussing their needs to find the apprentice best suited to the position.

Karamea, West Coast, New Zealand

Karamea, New Zealand

Fox Glacier, West Coast, New Zealand

Auckland, New Zealand

I started as a Restaurant Supervisor and learnt all the aspects of room service, mini bar and function organising. I was later promoted to Restaurant Manager where I had 5 departments and 70 staff to manage. This was a challenging role and I enjoyed it thoroughly. I implemented many policies and procedures in my time. I assisted Human Resources in the hiring of my team. We had excellent training programs in place and promoted within the team as often as it allowed.My highlight of this job would have to be looking after the All Blacks three years running.

Diploma In Human Resources Management, Human Resources Management And Services, Credit

Education record