Alyssa Macdonald
Qld
Summary
Accomplished Insurance Team Leader with a proven track record at Auto & General Insurance, enhancing team productivity and customer satisfaction. Expert in claims management and fostering collaborative environments, I significantly streamlined claim processes and improved team performance through strategic training. Skilled in claim risk management and effective communication, I consistently achieve results beyond expectations, ensuring compliance and operational excellence.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Insurance Team Leader
Auto & General Insurance
12.2019 - Current
- Coached team members on best practices for Claim Settlements and policy administration, enhancing overall productivity.
- Fostered a collaborative work culture by promoting open communication and teamwork among staff members.
- Collaborated with other department leaders to identify opportunities for cross-functional process improvements.
- Established clear performance metrics and regularly reviewed progress against targets, adjusting tactics as needed to drive results.
- Streamlined insurance claim processes for increased efficiency and reduced processing times.
- Improved team performance by implementing effective training programs and mentoring strategies.
- Reduced customer complaints by addressing issues promptly and implementing proactive problem-solving measures.
- Oversaw the successful integration of newly acquired business processes into existing operations, minimizing disruption to ongoing services.
- Conducted thorough performance evaluations for each team member, providing constructive feedback and identifying areas of improvement.
- Ensuring all department practices align with industry regulations and standards.
- Risk Management in identifying and analyzing potential risks to minimize losses for the company and its clients.
- Consistently navigated discussions to reach agreements that satisfy all parties.
Manager
Coles Express
10.2011 - 07.2019
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Streamlined project delivery processes, significantly reducing time to market for new product launches.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
Education
High School Diploma -
Nambour Christian College
Nambour, QLDSkills
- Team Management
- Claims Management
- Customer Service
- Ability to navigate discussions to reach agreements that satisfy all parties
- Strong ability to connect and communicate effectively with diverse groups
- Knowledge of managing timelines, resources, and expectations
- Ability to assess data and trends to make informed decisions about policies and risk management
- Understanding and respecting the diverse backgrounds and perspectives of stakeholders
- Strong leadership skills to guide teams, inspire performance, and manage personnel effectively
- Understanding of insurance laws and regulations to ensure compliance and manage risks effectively
- Strong problem-solving skills to identify issues quickly and implement effective solutions
- Skills in managing multiple projects simultaneously, keeping track of deadlines, and coordinating team efforts
- Expertise in identifying, assessing, and mitigating risks associated with insurance policies and operations
Certification
Certificate III in Retail & Business Management
Timeline
Insurance Team Leader
Auto & General Insurance
12.2019 - Current
Manager
Coles Express
10.2011 - 07.2019
High School Diploma -
Nambour Christian College
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