Leadership- Support a large team through significant organisational changes and maintain business leading engagement levels.Performance- Drive high customer service levels through ongoing training, coaching and mentorship.Quality assurance- Ensure adherence to company compliance guidelines through frequent call monitoring, targeted feedback and coachingEscalations- Promote a first-call resolution approach and manage member complaints and escalations when necessary.Process improvement- Continuously optimise processes and proceduresStrategy- Align team goals and mission with business strategyValues- Promote and live the company values and celebrate achievements

Real-time support- Provided efficient support to all sales and retention staff when neededDrive performance- Ensured adherence to team goals, targets, quality and KPIsManage- Frequently stepped up in absence of managerCulture- Promoted a safe, productive and fun work envirionmentEscalations-Assisted with escalations when required

Tended to inbound quotes, sales, and retention callsAssisted customers with reviewing membership and cover optionsProvided quotations, arrange for credit terms and process paymentsManaged and maintained records across various databasesMaintained up to date, in-depth knowledge of Defence Health and PHI industryThrough detailed needs analysis, matched customers’ needs with suitable products and servicesMet and exceeded KPIs and targets

Through detailed needs analysis and a customer friendly approach, my role is to find the policy solution that suits the customers health and lifestyle.A highly rewarding role that is as much customer service as it is sales, I enjoy the challenge and the satisfaction of giving informed advice to help customers with what is often a delicate and personal problem or situation.