Amy Walsh
Woongarrah
Summary
Experienced and results-driven Senior Case Manager with a strong background in leadership and team management. Recently served as an interim Team Leader for five weeks, demonstrating expertise in guiding teams, improving performance, and fostering collaboration. With prior leadership experience, I bring proven abilities in coaching, problem-solving, and ensuring operational success. Solid team player with outgoing and positive demeanour. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
12
12
years of professional experience
Work History
Senior Case Manager
EML, Employers Mutual
05.2022 - Current
- Identified needs of individual workers and coordinated responses based on medical advice, legislation and costs.
- Ensured workers receive appropriate, high-quality care with reasonable results.
- Reviewed treatment plans against individual goals to ensure return to work goals are on track.
- Coordinated care of injured workers by liaising with medical staff to organise treatment.
- Documented case notes daily and coordinated follow-up for seamless case management.
- Maintaining regular contact with stakeholders on claim.
- Made decisions on treatment under the legislation.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked within applicable standards, policies and regulatory guidelines.
- Worked with customers to understand needs and provide excellent service.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed positive relationships with injured workers to foster communication and encourage involvement in their recovery and return to work goals.
- Informally mentored new case managers, answering questions, offering opportunities to shadow and observe, to enhance their skill sets and promote professional growth.
- Delivered training sessions for staff members on best practices in case management, enhancing overall team performance.
- Increased client satisfaction by providing exceptional service, empathy, and timely assistance in resolving issues.
Customer Service Manager
Fluid Plumbing & Electrical
01.2013 - 03.2022
- Preparing reports and other performance analysis documentation
- Reporting to and attending regular meetings with CEO – discussing and assisting with business movement
- Provided excellent customer service, building relationships with regular clientele
- Deliver professional customer service to diverse range of participants
- Analyse inbound calls and provide training and feedback to the team
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Resolved customer complaints while prioritising customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Monitored customer service operations to assess agent performance and provide feedback.
- Collaborated with Company Director to improve customer service processes and support structures company-wide.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Recognised and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
Education
Certificate 3 Business Administration -
ET Australia
Certificate 4 Bookkeeping -
NSW TAFE
Skills
- Adherence to high customer service standards
- Complaint resolution
- Customer-focused
- Excellent time management skills
- Team Building
- Understanding Customer Needs
- Upbeat and Positive Personality
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Coaching and Mentoring
- Teamwork and Collaboration
- Attention to Detail
- Problem-Solving
- Team motivation
References
Available on request
Timeline
Senior Case Manager
EML, Employers Mutual
05.2022 - Current
Customer Service Manager
Fluid Plumbing & Electrical
01.2013 - 03.2022
Certificate 3 Business Administration -
ET Australia
Certificate 4 Bookkeeping -
NSW TAFE
Similar Profiles
Sara FezzuoglioSara Fezzuoglio
Team Leader at EML, Employers MutualTeam Leader at EML, Employers Mutual
MEENA ZAHIRMEENA ZAHIR
Case Manager at EML, Employers MutualCase Manager at EML, Employers Mutual
Amanda DibAmanda Dib
Case Manager Specialist at EML, Employers MutualCase Manager Specialist at EML, Employers Mutual