Andrea Ioannou
New South Wales,NSW
Summary
Capable, patient and dedicated to providing support for members and colleagues. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills and eager to secure the Senior Member Care Consultant position. Ready to help team achieve company goals. Detail-oriented team player, ability to handle multiple projects simultaneously.
Overview
7
7
years of professional experience
Work History
Senior member care consultant
HCF Insurance
04.2024 - Current
- Trained new staff on email and live chat
- Email management- managing/sorting queues
- Managing the team ensuring all are doing the correct duties
- Created email and live chat templates
- Assisted in pilots- Real-time support: Live support for agents who need assistance with inquiries
Operations Support SECONDMENT
HCF Insurance
Parramatta, NSW
05.2023 - 04.2024
- Trained new staff on email and live chat etiquette and product information
- Assisted in creating value adds
- Helped with real-time support, assisting colleagues with any help they needed
- Assisted in rockpool (new group of employees) helping learn the products and assist in any issues they may have, including being a point of contact
- Assisted members with all inquiries by email or live chat
- Trained in OVHC emails
Member Care Consultant
HCF Insurance
Parramatta, NSW
02.2022 - 05.2023
- Provided excellent customer service to members and medical staff
- Trained new staff on phone etiquette and product information
- Responded to inquiries by phone, email and live chat
- Engaged with members to provide detailed information about their policy or hospital admissions
- Worked in a fast-paced environment with competing demands for time and attention
- Delivered great customer service experience when talking to various members
- Assisted customers with knowledgeable, friendly support at every stage
- Collaborated with various departments to complete assigned tasks
Cashier
McDonald's
Blacktown, NSW
06.2017 - 02.2021
- Greeted customers entering the store and responded promptly to customer needs
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Worked a flexible schedule and extra shifts to meet business needs
- Restocked and organized merchandise
- Upsold additional products and services to customers, increasing revenue
- Wiped, sanitized, and maintained floors, facility, and equipment to adhere to company standards and procedures
- Maintained clean and attractive product displays to entice customer purchases
- Produced food and drink products adhering to company quality and quantity standards
- Fulfilled customer orders
- Trained and supervised new staff to enhance customer service skills
- Checked on dining areas frequently to clean up spills, wipe down tables, and restock stations
- Brewed coffee and tea and changed out drink station syrups
Education
High School -
Blacktown Girls High School
Blacktown, NSW03.2016
Skills
- Multitasking Abilities
- Quality Assurance
- Conflict Resolution
- Good Telephone Etiquette
- Excellent Communication
- Customer Service
- MS Office
- Attention to Detail
- Reporting capabilities
- Work Planning and Prioritization
- Goal Setting
- Decision-Making
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Data Entry
- Supervision and Leadership
- Troubleshooting
- Team Management
- Time Management
- Relationship Building
- Performance Assessments
State
New South Wales
Zip
2760
City
Parramatta
Street
Ropes Crossing
Timeline
Senior member care consultant
HCF Insurance
04.2024 - Current
Operations Support SECONDMENT
HCF Insurance
05.2023 - 04.2024
Member Care Consultant
HCF Insurance
02.2022 - 05.2023
Cashier
McDonald's
06.2017 - 02.2021
High School -
Blacktown Girls High School
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