> Actively participated in Catastrophic Insurance Events, notably the Valentine’s Day storms Feb 13th 2024, managing a 500% increase in monthly workload.> Reviewed, authored, and improved Work Instructions and Processes to enhance operational efficiency and quality of service delivery> Scheduled estimators efficiently to optimize resource allocation and meet project deadlines.> Consolidated and submitted insurance assessment reports accurately and promptly to facilitate claims processing.> Conducted cross-system data entry to ensure accurate and up-to-date records across multiple platforms.> Identified job issues and raised alerts promptly to address concerns and prevent delays in project completion.> Initiated insurance claims promptly upon receipt, ensuring immediate action to address client needs.> Triaged claims effectively, prioritizing based on the severity of risks to ensure timely resolution.> Conducted Make Safe procedures to mitigate immediate risks and ensure the safety of insured parties and property.> Maintained timely communication with insured parties and insurers, providing updates and addressing concerns throughout the claims process.> Engaged with Suncorp insurers and insured parties via phone and email to facilitate communication and resolve queries effectively.> Engaged with trades to facilitate necessary services and repairs for insurance claims.> Processed trade invoices promptly and accurately to ensure timely payment for services rendered.> Processed invoicing of insurance companies, providing accurate documentation of services and costs incurred.> Contributed as a passionate and engaging team member, fostering a positive work environment and promoting collaboration.> Demonstrated high proficiency in Prime CRM and In4mo Insurance Portal, ensuring smooth workflow and effective collaboration across platforms.(Made redundant)

> Managed 24/7 national emergency Make Safe line> Triaged incoming calls, prioritizing and dispatching technicians to address emergencies and carry out necessary make safe procedures.> Coordinated with state managers, operations managers, and technicians to ensure smooth workflow and efficient operations.> Actively participated in Catastrophic Insurance Events, including:CAT 221 (Mar 22): NSW and SE QLD FloodsCAT 222 (Jul 22): NSW Severe Weather & FloodingCAT 223 (Oct 22): VIC, TAS, and NSW Severe Weather & FloodingCAT 224 (Nov 22): Central West NSW FloodsCAT 225 (Nov 22): River Murray Flood Event> Conducted training sessions for new department staff to ensure understanding of roles and responsibilities.> Consolidated and finalized 15+ daily insurance assessment reports accurately and efficiently.> Scheduled technicians efficiently to optimize resource allocation and meet project deadlines.> Initiated insurance claims promptly upon receipt, ensuring immediate action to address client needs.> Triaged claims effectively, prioritizing based on the severity of risks to ensure timely resolution.> Conducted Make Safe procedures to mitigate immediate risks and ensure the safety of insured parties and property.> Maintained timely communication with insured parties and insurers, providing updates and addressing concerns throughout the claims process.> Identified job issues and raised alerts promptly to address concerns and minimize disruptions.> Conducted cross-system data entry to ensure accurate and up-to-date records across multiple platforms.> Engaged with trades to facilitate necessary services and repairs for insurance claims.> Managed job costing and invoicing processes to ensure accurate billing and timely payment.> Contributed as a passionate and engaging team member, fostering a positive work environment and promoting collaboration.> Highly experienced with Albi, OPUS, Endata, and Encircle, leveraging expertise to enhance operational efficiency

> Efficiently manage a high-volume call environment, resolving inquiries within specified timelines.> Skillfully managed and addressed customer grievances, ensuring effective resolution and communication.> Championed the sales, education, and troubleshooting of insurance policies and associated products.> Collaborate actively within the team, contributing to a dynamic and supportive work environment.> Demonstrate adeptness in navigating and optimizing various software platforms for multitasking efficiency.> Utilized advanced proficiency in SalesForce CRM to streamline client interactions and data management.> Leveraged expertise in Genesys Contact Center (VOIP phone) for seamless communication and service delivery.

Managed a team of 6 direct reports and 2 outsourced personnel.Oversaw the management of 1,160 clients, ensuring an annual retention value exceeding $7,000,000.Personally managed 118 clients, maintaining an annual retention value of $1,100,000 through relationship building, upsell campaigns, quarterly reviews, and retention efforts.Spearheaded upsell initiatives which entailed:Facilitating upsell meetings with pivotal client stakeholders to explore expansion opportunities.Collaborating with development teams to tailor solutions to client needs.Guiding the projects team in executing upsell strategies effectively.Directing implementation projects to seamlessly integrate new solutions and services for clients.Conducting client stakeholder meetings to outline project objectives and gather requirements.Coordinating project schedules to ensure timely execution and delivery.Managing data imports to facilitate smooth transitions and integrations.Collaborating with development teams to customize solutions according to client specifications.Facilitating training sessions to equip clients with the knowledge and tools necessary for successful adoption.Ensuring seamless transition to the go-live phase, overseeing all aspects of the launch process.Leveraging a keen understanding of client needs and system functionalities prioritized system issues by:Providing key feedback prioritizing release schedule for development updates to minimize disruptions and maximize client satisfaction.Utilizing excellent communication skills to liaise between clients and technical teams.Spearheaded the enhancement of the department's ISO 9001 Quality Management System and Quality Performance through:Implementing a structured training program for both new hires and existing staff.Crafting and disseminating comprehensive work instructions to ensure consistency and efficiency.Engaging with auditors during audits to demonstrate adherence to quality standards

Personally oversaw 340 client accounts, maintaining an annual retention value of $600,000Spearheaded more than 50 client implementations as project leadDelivered top-tier customer service by promptly addressing client inquiries and resolving concernsActively participated in workshops and conferences focused on enhancing customer service expertiseCultivated a deep understanding of our products and services to better serve clientsCommitted to upholding the utmost standards of honesty and integrity in all interactionsContributed to sales growth initiatives, aiding in the achievement of increased sales figures