Alex Chapman
Brisbane,QLD
Overview
11
11
years of professional experience
Work History
Customer Advisor
WorkCover Queensland
Brisbane, QLD
03.2026 - Current
- Coordinating rehabilitation and return-to-work processes for injured workers to facilitate their recovery and reintegration.
- Developing comprehensive rehabilitation and return-to-work plans, outlining clear goals for injured workers.
- Collaborating with stakeholders, including medical specialists, physicians, therapists, and employers, to ensure effective claim management.
- Processing payments for insurable expenses incurred by injured workers to support their financial needs during recovery.
Team Leader
Concentrix Services
Brisbane, QLD
09.2022 - 02.2026
- Managing a team of 20 Service Officers taking inbound calls in a Federal Government contracted contact centre (Centrelink).
- Coached agents to achieve career goals and meet monthly targets, fostering personal development and performance
- Oversaw staff behavior management, promoting a positive and productive workplace culture
- Facilitated team-building events to strengthen collaboration and improve team dynamics
- Reviewing customer interactions to ensure government minimum standards are met
- Managing employee timesheets
- Mental Health First Aid Officer
Service Officer
Concentrix Services
10.2021 - 09.2022
- Handling inbound calls from Centrelink customers, providing them vital payment and service information, while completing updates to records.
- Informed customers about government payments and services to enhance their understanding and access to support
- Updated customer records to ensure accuracy and reflect current circumstances for better service delivery
- Reviewing legislation and other resources to assist customers and make updates to their Centrelink records
- Educated customers on digital options to facilitate efficient completion of their Centrelink transactions
- Assisting customer to access support during emergencies eg - floods and cycles
- Administrative Processing
Travel Insurance Consultant
Allianz Australia
11.2019 - 06.2021
- Handling inbound calls from customers wishing to claim on their travel insurance policy.
- Started the claims process with customer to ensure timely resolution of their request.
- Providing customers information regarding their policy and coverage
- Compiling claim information for assessment team
- Outbound calls to update customers on claim status
Banking Officer
Heritage Bank
02.2016 - 09.2019
- Completing teller and personal loan services for customers within a physical bank branch
- Processed credit card and personal loan applications to facilitate customer financing needs
- Processed cash deposits and withdrawals for customers
- Updating customer accounts
- Maintained ATM functionality by balancing cash and restocking supplies
- Opening and closing branch
Education
Certificate 4 - Telecommunications
Business Success Group
Certificate 4 - Banking Services
Heritage Bank
Certificate 3 - Business
Concentrix Services
Mental Health First Aid -
Certified Officer
Timeline
Customer Advisor
WorkCover Queensland
03.2026 - Current
Team Leader
Concentrix Services
09.2022 - 02.2026
Service Officer
Concentrix Services
10.2021 - 09.2022
Travel Insurance Consultant
Allianz Australia
11.2019 - 06.2021
Banking Officer
Heritage Bank
02.2016 - 09.2019
Certificate 4 - Telecommunications
Business Success Group
Certificate 4 - Banking Services
Heritage Bank
Certificate 3 - Business
Concentrix Services
Mental Health First Aid -
Certified Officer