Laura Guy Email & Phone Number

Hobart

Responsible for providing consistent, tailored and connected service to customers accessing, navigating and interpreting a range of payments, programmes and services. Specific duties include:• Assess customer needs, requirements, entitlements and obligations and collaborate with other stakeholders to ensure services are delivered appropriately, which may require the review of legislative, policy and procedural parameters • Promote, demonstrate and refer customers to the department’s self-managed and digital services• Resolve routine customer enquiries and complaints, and escalate difficult enquiries • Advise customers on legislation, policy, procedures, payments and services • Use of range of databases and IMSs to store, collate and source Achievements:• Delivered training/refresher training to new colleagues and quality checked new operators• Proficient in DHSs in-house main frame for processing authority scripts, DHS patient database maintenance and the scanning and recovery database

Hobart, Tasmania

• Maintenance of current legislative and regulatory knowledge. Familiarity with general policy maintenance.• Responsibility for development and implementation of strategies to grow the business and actions to improve sales, including maximisation of retention tactics to ensure achievement of optimum retention levels.• Management of relationships with brokers, agents and customers.• Reporting • Onboarding and training of new employees.• Consistent annual increase in income.• Expert advice to brokers and agents.• Consistent compliance with relevant licensing agreements.Achievements:• Oversaw the appointment of 11 temporary staff employed to assist in the conversion of TGIO Workers’ Compensation book of business; successfully completed in proposed timeframe.• Appointed relationship liaison officer/mentor with AMP Agents to promote opportunities for the growth of the GIO Workers’ Compensation book of business. Established and maintained these relationships and opportunities for in excess of 15 years.• Provided data entry training to new employees and temporary staff as required.• Take pride in exceeding customers’ expectations through fast and accurate turnaround times for quotes. Known for always delivering on, or ahead of time.• Consistently achieving “Operational Excellence” for productivity and quality in daily activities.• Achieved excellent evaluation scores and notes of appreciation from brokers for customer service, expertise, advice and “going the extra mile”.• Successfully contributed to the consistent achievement of annually increasing budgets.• Worked closely with credit control and debt recovery departments to ensure invoices were paid on time and any bad debt minimised.• Provide expert advice to brokers and agents for various queries.• Consistently complied with the licensing agreement of the WorkCover regulator.