Alistair Chand

- Provide case management services for a portfolio of medium to high risk compensable and non-compensable workers compensation claims and health claims in accordance to workers compensation legislation and departmental policy.

- Primarily provide early intervention and return to work services to promote and support a sustainable return to work the substantive employer

- Provide the desired customer experience with an emphasis on net promoter score and first call resolution.

- Determine eligibility and accept/dispute claims and treatment in accordance to legislation and deliver decisions to stakeholders - Draft and deliver adverse and non-adverse work capacity decisions to stakeholders

- Facilitate end -end return to work and recovery of workers while maintaining relationships with the multiple stakeholders on the claim

- To sell insurance over the phone while building rapport and using
persuasive communication to be able to meet KPIs for productivity,
compliance and both the number and value of sales.
- Learning and maintaining a firm understanding of the product being
sold and effectively communicating that knowledge in a legally
compliant manner.

- Community Management (Sprinklr and Hootsuite) for Dan
Murphy’s, BWS & Wine Market via Facebook, Twitter and Instagram.
- Resolving post-call survey responses (Medallia).
- Utilising company Webpay and Paypal accounts to refund or charge
customers when issues are escalated. Additionally to create manual
invoices and create and issue gift cards.
- Logistics support for all stores and delivery teams countrywide
which includes investigating lost orders and then organising
solutions to get stock to the customer.
- Collation of data for reporting and actioning, including sending out
mass texts to customers to communicate issues.
- Utilising multiple channels of communication to resolve a broad
range of customer issues, including email (Zendesk and Gmail),
phone (Genesys Interaction Desktop and Pureconnect Client) and
SMS (Telstra Integrated Messaging).

- Assisting customers with refunds and order placements over the
phone.
- Dealing with customer resolutions though strong communicative
and investigative skills.
- Conducting security checks to verify customer accounts and update
account information.
- Communicating trends in customer issues through to other teams
via varied communication channels, requiring a thorough
understanding of the whole business and the roles of different
teams.

- To place customer orders over the phone while building rapport and
using persuasive communication to be able to meet KPIs for
upselling, call duration and sale percentages.
- To learn and maintain a firm grasp of an ever changing product
range and communicating that knowledge to the customer base.