Summary
Overview
Work History
Skills
References
Timeline
BusinessAnalyst

Amy Kinlock

Kilkenny,SA

Summary

I am currently looking for an opportunity that can provide me with more challenges and allow me to grow within that company. I want to maintain a good work/life balance, whilst still giving 110% of myself to the role, hence a part-time role would be most suitable. I believe I would be an asset to any company as I have extensive experience in the industry all of which I have excelled in, outlined in more detail in my resume. I am a very fast learner, not afraid of a challenge, I learn from all of my mistakes and am never afraid to admit if I have made one. Thank you for taking the time to look over my resume, I look forward to hearing from you

Overview

23
23
years of professional experience

Work History

Quality Assurance Assessor

Likewize
01.2018 - 10.2022
  • Auditing insurance claims (both approved and declined)
  • Showing consistent strong attention to detail
  • Provide concise and constructive feedback on all audits
  • Accurately compile data and action monthly reports
  • Have full specialist knowledge of all procedures and policies throughout the case management, IDR, reports, and the claims consultant functions
  • Maintenance of staff and workplace confidentiality through objective auditing, following strict feedback and channels
  • The completion of assigned audits and supporting team members with workloads to ensure audits are completed in a structured timeframe, meeting both individual and team goals
  • Learning and servicing customers on new products and procedures with minimal training

Collections Officer

Certegy Ezi-Pay
01.2015 - 01.2018
  • Cross trained/skilled across additional departments within the company (collections, authorisations/operations, and customer service)
  • Collecting arrears and assessing hardship claims
  • Resolving customer disputes and negotiating payment arrangements
  • Approving and/or declining contracts
  • Entering and verifying new contracts
  • Gathering information to assess an approval of a contract
  • Meeting and excelling KPIs
  • Skip trace
  • Training new staff / Assisting managing director and manager
  • Abiding by privacy laws and other guidelines and be aware/use all required scripting
  • Ensuring the customer is 100% satisfied and has full knowledge in regards to their enquiry, doing so in a timely manner
  • Corresponding with customers and merchants via email, phone, sms and post
  • Multitasking and prioritising workload
  • Assisting customers with new products and procedures eg Oxipay (similar to Afterpay)
  • Contributing to new procedures/ideas for the company
  • Making the best judgement on an outcome for both our customer and the company

Customer Service Advisor

Origin Energy Limited
01.2010 - 12.2014
  • Inbound and Outbound calls
  • Learning new procedures
  • Training new staff
  • Organising Team activities
  • Dealing with and resolving customer complaints
  • Following up orders and customer enquiries
  • Working with SAP
  • Data entry
  • Maintaining Average Handling time and KPIs
  • Leadership and acting team leader duties
  • Financial hardship and payment plans

Courtesy Desk Supervisor

Big W
01.2005 - 01.2010
  • Assisting customers/staff members with any enquiries
  • Processing refunds
  • Lodging/amending complaints
  • Counting registers
  • Serving customers
  • Shrinkage inventory
  • Covering staff breaks
  • Refill stock
  • Training new staff

Retail Assistant

Priceline Pharmacy
Adelaide, SA
01.2005 - 12.2009
  • Balanced and organised cash register by handling cash, counting change and storing coupons.
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Used POS system to process sales, returns, online orders and gift card activations.
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Helped customers complete purchases, locate items and join reward programs.

Skills

  • Analytical and Critical Thinking
  • Flexible and Adaptable
  • Interpersonal Communication
  • MS Office
  • Self-Motivated
  • Decision-Making
  • Good Telephone Etiquette
  • Teamwork and Collaboration
  • Attention to Detail
  • Dependable and Responsible

References

  • Provided upon request

Timeline

Quality Assurance Assessor

Likewize
01.2018 - 10.2022

Collections Officer

Certegy Ezi-Pay
01.2015 - 01.2018

Customer Service Advisor

Origin Energy Limited
01.2010 - 12.2014

Retail Assistant

Priceline Pharmacy
01.2005 - 12.2009

Courtesy Desk Supervisor

Big W
01.2005 - 01.2010

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Amy Kinlock