Rachel Chaffers Email & Phone Number

Melbourne, Victoria, Australia

Make Safe and Home Assist Technical Support Officer• Building effective and trusted relationships with staff and stakeholders to ensure consistency and best practice• Providing product and process support to deliver resolution strategies to minimise customer escalations• Responding to business referrals, escalations, and complaints within expected or agreed timeframes• Conducting file and phone audits according to Quality Assurance frameworks• Identifying areas of improvement from audits and proactively communicating opportunities• Collaborating with the Team Leader to prioritise improvement opportunities for individuals and departments• Developing and delivering technical coaching and training as required for staff• Reporting on coaching outcomes to demonstrate progress and capability uplift• Participating with leaders by providing product, process and system expertise combined with insights and feedback• Preparing reports where required• Proactively identifying potential risks and mitigation where possible to avoid unnecessary escalation of a claim• Triaging and managing customer complaints in a timely manner• Managing and updating internal and external stakeholders on progress of complaint status.• Collecting and reporting on complaint trends

South Melbourne, Victoria, Australia

• Repairs Co-ordinator • Customer service inbound, outbound, email and SMS• Managing home repairs for Suncorp, APIA, AAMI, Shannons, GIO and Vero insurance• Reviewing trades reports to determine if the damage is related to the claimed event• Discussing the building assessments and reports with customers to ensure they have a full understanding of the cause of damage regardless if it is insurable• Example of service types: Roofers, plumbers, electricians, plasters, painters, carpenters, cabinet makers, painters, solar, bricklayers, auto gates, garage doors, awnings, blinds and scaffolding • Using google calendars to book in trade appointments and ensuring they have adequate time to get from one job to another • Sending work orders to trades to complete repairs and requesting they liaise with other trades if required • Assisting the training of new groups of Repair Co-ordinators and temps• Managing a team of temps to ensure all calls are answered within SLAs and assisting with complaintsCase management of claims from beginning to end. Position: Full Time

South Melbourne, Victoria, Australia

• Customer experience officer • Facilities and maintenance • Examples of service types: Plumbing, electrical, general maintenance, asbestos testing, make safes, cleaning, lifts • Liaising with clients, contractors, landlords and facilities managers. • Determining if the clients request is a landlord or tenant responsibility and allocating vendors accordingly • Responding to client and vendor emails within 3 to 24 hours depending on the agreement in place with the client • Booking contractors for clients such as the Federal Government, Auspost, NAB, BP, Royal Women’s Hospital, Red Cross Blood Services, Transport For NSW, Vic Prisons and multiple others • Raising emergency work orders and following them up regularly to ensure the safety of the clients, clients customers and their businesses • Assisting the outbound team in following up outstanding emergency work orders that have not been updated by the vendors. This is done using excel spreadsheets during dedicated time allocated by the team leader Position: Full Time

Melbourne

Planet surf, Plenty Valley Westfield (full time 3IC)• 3IC / Full-timer, opening and closing, managing, banking, training, visual merchandising, stock movement and stock consolidation, receiving and unpacking new stock, setting up promotions, customer orders, laybys, weekly competitor checks and setting up store windows to reflect new stock Position: Full Time

Melbourne, Australia

BMW, Bundoora• Receptionist, host, inbound calls, outbound calls, outlook and housekeeping duties Position: Part Time