Lance Potts Email & Phone Number

Christchurch, Canterbury, New Zealand

Christchurch, Canterbury, New Zealand

Christchurch, Canterbury, New Zealand

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

• The role was responsible for supporting team leaders and senior management in the design and implementation of a wide range of dashboards, reports and tools that supported decision-making and business improvements.
• Undertook process mapping of current and future business processes
• Completed monthly audits to ensure that leaders and the organisation were compliant with legislation
• Conducted risk analysis and provided findings and recommendations to senior leaders
• Manipulated and analysed large data to display trends, outcomes and actionable business insights, and presenting these in a clear and concise manner

• The role was responsible for leading, coaching and developing 14 inbound and 4 outbound health insurance contact staff. I ensured staff were motivated, monitored and their performance measured in line with business.
• Trained and mentored new team leaders within the contact centre
• Conducted regular team meetings to identify and discuss current issues, both team and centre-based, and develop collective actions to resolve issues and, ultimately, improve individual and team performance
• Received inbound escalation calls from customers who wanted to speak with a manager, ensuring their questions and concerns were listened to and addressed where appropriate, while also adhering to the relevant legislation
• Monitored call queues, both for average handling time and length of queue, which provided real time information about an important key performance indicator and showed the best times to take agents off the phones for.

• The role was responsible for handling inbound calls from existing health insurance members, responding to both simple and complex queries. I took ownership of each call and provided high levels of customer service by.
• Assisted and coached new staff, including by providing guidance on how to source correct information to address member queries, rather than providing the direct answer to agents on a case-by-case basis
• Worked closely with team leaders to improve new agent support programs, with the aim of limiting attrition of staff by promoting a safe and supportive environment

Melbourne, Australia

• The role was responsible for leading, coaching and developing 18 home and motor insurance contact staff across 4 key Suncorp brands with a total of 36 product disclosure statements. The role required me to collaborate.
• Coached agents to improve soft skills
• Monitored agents’ actions while processing claims to identify areas for improvement
• Conducted regular team meetings to identify and discuss current issues, both team and centre-based, and develop collective actions to resolve issues and, ultimately, improve individual and team performance
• Received and interpreted reports to inform the team about their performance, identify issues and develop coaching and training activities to address these

Melbourne, Australia

• The role was responsible for assisting team leaders to support and train new and existing agents in internal and external policies, processes and systems.
• Utilised an extensive range of home insurance product knowledge
• Worked with consultants to help improve quality audits and achieve key performance indicators

Melbourne, Australia

• The role was responsible for lodging new home and contents claims and handling existing claims from Suncorp, GIO, AAMI and APIA members, displaying an appropriate level of empathy when needed and resolving issues at.
• Took ownership of every call and provided a high level of customer service
• Assisted team members with lodging claimsKey Achievements
• Rapidly became competent in policy and systems, leading to promotion to Subject Matter Expert within 3 months