• Be the first point of contact for external suppliers, handling all account discrepancies, and other financial transactions relating to the consumer’s account.• Ensure all supplier invoices for payment are approved on time and coded correctly. Any authorization exceptions or issues relating to invoices are investigated and escalated on a timely basis to the supervisor.• Ensure invoices and consumer statements are accurate and up to date.• Responsible for set up External Agency agreements and research any new suppliers as required.• Working with case managers to plan and support the delivery of social support groups.• Assist with ordering any consumer products and assist Case Managers with administration tasks associated with client care.• Creating and preparing end of month reports for the management team utilizing current systems and databases.

* Respond to queue-based customer-submitted live chats and email in a timely manner.* Troubleshoot and guide customers through questions and issues with their Account, Billing, or other transactional inquiries.* Stay up to date on new product features and improvements* Identify isolated customer experiences and escalate important issues.• Monitor Dashboard to make sure users's KYC and transactions completed.•Onboard new users onto dashboard with accurately data input and perform welcome email guiding user using the platform.• Execute work based on communication procedures, guidelines, and policies.• Establish communications and maintain relationships with local vendors, providers and internal teams.• Collaborate with other internal departments and ensure our products and services' quality and development progress are on track.

I have worked in the Cabramatta retail store as one of two customer specialists, providing face-to-face, digital and telephone support and during lockdowns worked remotely for the call centre. Duties include: • Providing customer service in the store face-to-face, digitally and over the phone to support the community resolve queries on their insurance, investigate issues, provide claims guidance, claims estimates and resolve complaints.• Administering claims, taking healthcare and treatment information from customers with supporting evidence and liaising with providers and related stakeholders to prepare accurate claims. Processing financial transactions.• Completing detailed research and investigations to resolve challenging issues. Liaising with internal cross-departmental stakeholders, providers to identify the root cause and remedy these.• Working for the call centre on the financial hardship line. Gathering information from customers with empathy, developing and negotiating payment solutions in accordance with Bupa policies to retain and support customers. • Preparing daily reports and reconciliations for the manager, investigating and resolving any variances. Supporting the business and working in different stores as required to cover staff shortages.• Sourcing new leads for other health insurance products and liaising with the relevant BUPA department to facilitate these.• Collaborate with other team members to achieve KPIs, including revenue, customer surveys and NPS scores. Attend team meeting, contribute ideas and lessons learnt and undertake training. Key Achievements: • I successfully meet business KPIs and targets (service and sales), including maintaining a high NPS score. Due to my diligent approach, I source many new customers through referrals.• Operating in a health insurance business, accurate database administration and privacy are essential. I have a diligent approach to maintaining all internal policies and procedures.

I was promoted to manage the sales team of 17 split between field sales BDMs and telesales. We sold recruitment advertising to businesses and recruiters and my focus in this role was team development and major account management. Duties included: • Reporting to the country manager, developing sales plans and strategies to grow the business in a highly competitive marketplace. Identifying target customers, growth areas of focus.• Recruiting, leading, training and mentoring field sales and telesales staff to build their capabilities and performance. Identifying opportunities to upskill and promote the team and supporting them to achieve targets and KPIs.• Hands-on business development and key account management of flagship customer accounts, working with customers to optimize the outcomes of their digital advertising and seeking opportunities to upsell/cross-sell.• Handling escalated issues from the sales team and customers, collaborating with other departments in the business to resolve issues, complaints and providing proactive customer service and customer coaching.• Preparing sales reports, tracking targets and completing business administration including maintaining internal systems, databases and customer records. Key Achievements: • Built a high-performing team to achieve aggressive targets and grow the brand in the local market. Coached and trained individuals to progress their careers.• Awarded Manager of the Year 2016 & 2017.

In this role, I was promoted to manage a field sales team as one of two sales managers. I managed key accounts as detailed below, led two field sales staff and delivered on high personal and team targets. Key Achievements: • As one of two sales managers, I was selected for promotion into the overall sales management role, leading both the telesales and field sales teams as a result of my performance and dedication.

We introduced a new field sales function as the business grew and split accounts into priority areas between telesales and field sales. I was responsible for sales planning, cold calling, booking appointments, presenting solutions and closing new business. I managed these key accounts and supported customers to optimize their online advertising, seeking ways to cross-sell and upsell. Key Achievements: • As part of this new sales team, I pioneered field sales processes, grew major accounts and achieved high business targets resulting in my promotion.

I was promoted to lead a team of three, selling digital recruitment advertising over the phone to corporate clients and recruitment agencies. Part of my role was account management, providing customer service to clients and liaising with the finance department to activate orders, and the technical department to post their jobs on platform. Key Achievements: • Leader of the Year 2014 with 150% team target achieved.

I worked as a telesales account manager, 40-50 calls/day to connect with customers and promote the company products and services and manage key accounts, providing customer service. Key Achievements: • The business was new in a crowded marketplace and I consistently achieved individual targets, leading to promotion to telesales team leader.

Athena is an apparel manufacturer. I made appointments and attended sales meetings with the sales manager, took customers orders and then worked with the factory, merchandising and logistics to ensure the smooth execution of the customers' requests.