Ashleigh Stevens
North Lakes
Summary
I am a 21-year-old Bachelor of Social Science graduate with a strong foundation in psychology and counselling studies. Having concluded my studies, I am eager to begin my career in Human Resources, where I can combine my academic knowledge with practical experience gained in customer service, compliance, and performance coaching. I am a passionate, driven, and hard-working individual with a genuine commitment to supporting people, fostering positive workplace cultures, and contributing to the success of an organisation’s HR function.
Overview
6
6
years of professional experience
Work History
Senior Claims Consultant
Auto General
North Lakes, QLD
02.2022 - Current
- Manage a diverse portfolio of complex insurance claims, applying policy, procedural and legislative frameworks in line with ASIC and GICOP requirements.
- Provide high-quality customer service and support, demonstrating empathy, active listening, and effective communication in often sensitive or high-stress situations.
- Interpret policies and make fair, compliant decisions that balance organisational objectives with customer needs — mirroring HR decision-making and policy application.
- Utilise performance management tools such as Power BI to track personal and team performance, identify trends, and contribute to workforce development discussions.
- Collaborate with the Team Leader to coach and support underperforming consultants, focusing on capability building and performance improvement planning.
- Maintain accurate case documentation and records, ensuring confidentiality, data integrity, and compliance with privacy legislation — key HR administrative competencies.
- Prioritise competing workloads efficiently while delivering consistent, timely outcomes within part-time hours, demonstrating strong organisational and time-management skills.
- Contribute to a positive team environment through collaboration, peer support, and constructive feedback — reflecting APS values of integrity and respect.
- Currently undertaking professional development by shadowing an HR team member to gain insight into HR operations, workforce management, and employee support practices.
Customer Service Team Member
Taco Bell
North Lakes, QLD
10.2019 - 02.2022
- Delivered friendly, efficient customer service in a fast-paced team environment, maintaining professionalism under pressure.
- Collaborated with team members and supervisors to ensure smooth operations and positive team dynamics.
- Resolved customer concerns with empathy and clear communication, demonstrating strong interpersonal and conflict-resolution skills.
- Followed company policies, food-safety standards, and workplace health and safety requirements, ensuring compliance and accountability.
- Trained new team members on service procedures and point-of-sale systems, fostering teamwork and skill development.
Education
Bachelor of Social Science - Psychology
University of Sunshine Coast
Moreton Bay11-2025
Skills
- Human Resources Foundations – Developing practical HR knowledge through shadowing HR staff and professional development activities to support a transition into the HR field
- Policy Interpretation & Compliance – Skilled in interpreting and applying organisational policies, legislation, and regulatory frameworks, including ASIC and GICOP standards
- Performance Development & Coaching – Experience using performance management tools (Power BI) to evaluate staff performance, identify development needs, and provide targeted coaching
- Workforce Data & Reporting – Competent in analysing performance metrics, preparing reports, and maintaining accurate records to support informed decision-making
- Employee Support & Wellbeing – Strong interpersonal and empathetic communication skills, grounded in psychology and counselling studies, to support positive staff experiences
- Conflict Resolution & Difficult Conversations – Proven ability to handle challenging discussions with professionalism, emotional intelligence, and fairness
- Confidentiality & Data Integrity – Trusted to manage sensitive employee and customer information with discretion, ensuring accuracy and compliance with privacy requirements
- Organisational & Time Management Skills – Experienced in managing large workloads, prioritising tasks effectively, and delivering timely, high-quality outcomes
- Team Collaboration – Works cooperatively with managers and colleagues to achieve shared goals and foster a positive, productive work environment
- HR Systems & Technology – Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) with emerging familiarity in HR Information Systems such as Aurion and SAP
Timeline
Senior Claims Consultant
Auto General
02.2022 - Current
Customer Service Team Member
Taco Bell
10.2019 - 02.2022
Bachelor of Social Science - Psychology
University of Sunshine Coast