Amanda Cook
Wattle Grove,Western Australia
Summary
12 years as an experienced leader in driving great team successes in Growth, Customer and Efficiency )by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
17
17
years of professional experience
Work History
Customer Delivery Leader
IAG
10.2019 - Current
- Improve Frontline skillsets through tailored coaching and training sessions
- Developed customized coaching plans, addressing specific skill gaps and needs.
- Lead teams through significant change (EP) over last 2 years whilst maintaining high results
- Fostering high performing teams – Creating environments where accountability and respectful teams thrive and deliver outstanding results
- Mentoring up and coming leaders
Customer Delivery Lead/SME Off Shore
IAG
08.2018 - 10.2019
- Mentored Off Shore Leaders in Cape Town for 5 months, supporting them with their new teams
- Enhanced team performance by providing guidance around effective coaching and KPI's
- Delivered high customer, growth and efficiency targets by having tailored coaching plans in place. Facilitating group skilling sessions & provide 1 on 1 coaching to build role capability and achieve consistent high results
Acting Team Leader
IAG
08.2013 - 08.2018
- Weekly coaching to discuss performance & results
- Weekly Audits for performance and compliance QA
- Help drive low Business Cost though AHT and Digital Migration
- Help Team deliver great customer outcomes as well as KPI's
- Ensure all team members are across business communications
- Engage team to achieve high EVP
- Review and manage outliers - holding them to account
- Weekly Support to Team Leader in WNS
- Resolve customer complaints or answer customers' questions regarding policies and procedures
Sales & Service Consultant
IAG
10.2012 - 08.2013
- My main role was to take inbound calls from new and existing customers: Answering customers general queries
- Objection handling
- Cross Selling
- Selling New Policies
- Achieving quarterly targets
- I also helped with new on-boarding teams as an Expert Peer and Transition Consultant
Customer Service
Capricorn Mutual Members Insurance
08.2011 - 10.2012
- Talk with members by telephone or in person to provide information about their policies
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Review insurance policies
Sales & Service Consultant
IAG
06.2007 - 08.2011
- My main role was to take inbound calls from new and existing customers: Answering customers general queries
- Objection handling
- Cross Selling
- Selling New Policies
- Achieving quarterly targets
- I also helped with new on-boarding teams as an Expert Peer
Education
Cert III Financial Services -
IAG
06.2008
RSA 3 Typing, Shorthand 70 WPM, Computer Studies -
Newton Abbot Secretarial College
Newton Abbot, Devon07.1989
High School Diploma -
Newent Comprehensive
Gloucester, UK06.1987
Skills
- Leadership Skills and Qualities
- Coaching and Mentoring
- People Management Skills
- Sales Driven
- Customer Focused
Timeline
Customer Delivery Leader
IAG
10.2019 - Current
Customer Delivery Lead/SME Off Shore
IAG
08.2018 - 10.2019
Acting Team Leader
IAG
08.2013 - 08.2018
Sales & Service Consultant
IAG
10.2012 - 08.2013
Customer Service
Capricorn Mutual Members Insurance
08.2011 - 10.2012
Sales & Service Consultant
IAG
06.2007 - 08.2011
RSA 3 Typing, Shorthand 70 WPM, Computer Studies -
Newton Abbot Secretarial College
High School Diploma -
Newent Comprehensive
Cert III Financial Services -
IAG
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