Ava-Grayce Genovese
Murarrie,QLD
Summary
A strong leader and problem-solver committed to streamlining operations to reduce costs and enhance organisational efficiency. Utilises independent decision-making skills and sound judgement to positively impact company success. With a robust business background and proven expertise in client service, excelled as a call centre team member, gaining recognition for service quality and sales volume. A strong customer focus and excellent communication skills have enabled outstanding results. As a Resourceful Customer Advisor with a solid business foundation and demonstrated client service prowess, achievements include excelling as a call centre team member and receiving accolades for service quality and sales volume. Exceptional results were achieved through a strong focus on customer needs and superior communication abilities.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Customer Advisor
Bupa
02.2024 - Current
- Assisted customers with product enquiries, recommending suitable options based on individual needs and preferences
- Utilised CRM software to maintain accurate records of customer interactions and transactions
- Served as a frontline contact for private health insurance customers, promptly addressing enquiries and concerns to ensure high levels of customer satisfaction
- Assisted customers with claims processing, explaining procedures, facilitating smooth claim submissions, and resolving any issues or discrepancies that arose.
- Streamlined communication between customers and Bupa, ensuring timely responses and resolutions.
- Enhanced customer satisfaction by providing personalised support and solutions to their enquiries.
- Retained valuable clientele by proactively addressing concerns, identifying potential issues, and offering suitable solutions.
- Collaborated with cross-functional teams to improve overall customer experience and satisfaction levels.
- Managed customer complaints with empathy and professionalism, resulting in resolved issues and improved relationships.
Client Manager
Suncorp Group
12.2018 - 11.2020
- Collaborated with cross-functional teams to ensure seamless delivery of products and services to clients
- Conducted regular client meetings to review performance metrics, identify opportunities for growth, and resolve any issues or concerns
- Acted as the primary point of contact for client enquiries, escalations, and account updates
- Successfully managed a portfolio of 80 residential property claims, ensuring timely and accurate processing
- Developed and maintained strong relationships with clients, adjusters, and vendors to facilitate smooth claims resolution
- Coordinated with internal teams to provide excellent customer service and support throughout the claims process
- Analysed and interpreted policy coverage to determine claim liability and coverage limits accurately.
- Enhanced client satisfaction by effectively addressing concerns and resolving issues on time.
- Developed strong relationships with clients through regular communication and personalised service for increased loyalty.
- Developed strong relationships with clients through regular communication and personalized service for increased loyalty.
- Maintained detailed records of all client interactions, ensuring accuracy in reporting and facilitating clear communication across teams involved in each project or campaign execution.
- Spearheaded initiatives aimed at improving overall client satisfaction, resulting in increased retention rates and positive referrals from existing customers.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Project Manager
Verizon Wireless
01.2017 - 04.2018
- Led cross-functional teams to successfully deliver complex projects within scope, budget, and timeline constraints
- Implemented project management methodologies to streamline processes and increase team efficiency
- Developed and maintained project plans, risk assessments, and status reports to ensure timely completion of deliverables
- Collaborated with stakeholders to define project goals and objectives and to align project outcomes with business priorities
- Managed project budgets, resources, and priorities to drive strategic initiatives and meet organisational objectives.
- Streamlined project processes by implementing Agile methodologies, increasing efficiency and reducing costs.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Managed risk assessments and implemented mitigation strategies to minimise potential issues during project execution.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
Claims Specialist
Suncorp Group
01.2011 - 08.2016
- Claims specialist in corporate claims, commercial claims and event claims
- Processed and reviewed complex insurance claims, ensuring accuracy and compliance with company guidelines and industry regulations
- Investigated and resolved customer enquiries and disputes related to claims in a timely and professional manner, resulting in high customer satisfaction
- Collaborated with internal departments, external stakeholders, and third-party vendors to effectively manage and expedite the claims process
- Maintained organised documentation and records of all claim activities, facilitating efficient reporting and analysis for management review
- Provided training and guidance to junior claims specialists on best practices, procedures, and tools to enhance team performance and productivity.
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Collaborated with cross-functional teams to optimise claims handling procedures, improving productivity.
- Managed over 100 claims effectively by prioritising tasks and maintaining excellent organisational skills.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Identified fraudulent claims through diligent investigation and collaboration with law enforcement agencies when necessary.
Registered Nurse
Blue Care Network
03.1997 - 10.2007
- Nurse at Blue Care network
- Provided direct patient care in a fast-paced hospital setting, assessing and monitoring vital signs, administering medications, and assisting with procedures as needed
- Collaborated with interdisciplinary team members to develop and implement comprehensive care plans for patients with diverse healthcare needs
- Conducted patient education on disease management, medication administration, and lifestyle modifications to promote overall wellness and prevent complications
- Ensured compliance with regulatory standards and hospital policies by accurately documenting patient assessments, interventions, and outcomes in electronic health records
- Demonstrated strong communication skills and empathy in delivering compassionate care to patients and their families, fostering a trusting and supportive healthcare environment.
Education
Business Analysis Bootcamp - Business Analysis
Upskilled
Sydney12.2024
Bachelor of Information Technology - Network And Cyber Security.
University of The Sunshine Coast
Brisbane, QLD01.2024
Certificate 4 of Accounting And Bookeeping - Accounting And Bookeeping
Australian College of Business And Training Pty Ltd.
Australia08.2023
Diploma of Information Technology - Information Technology Project Management
Central Queensland University
Brisbane, QLD11.2024
Certified Web Development - Computer Programming
London App Brewery
Online01.2023
Bachelor's degree in Health (Nursing) - Pediatric Nursing
CQUniversity
Rockhampton, QLD08.2007
Skills
- Data Entry
- Python
- Project Management
- Stakeholder Engagement
- Information Technology
- Project management abilities
- Analytical Skills
- Report Preparation
- Customer Data Confidentiality
- Customer service orientation
- Data Management
Websites
Certification
- Introduction to Generative AI, Coursera, 12/2023, 12/2023,
- Security Principles, Coursera, 02/2024, 02/2024,
- Foundations of Project Management, Coursera, 10/2023, 10/2023,
- Data Science, IBM, 02/2024, 02/2024,
- AWS Services Overview for IT Professionals, Coursera, 12/2023, 12/2023,
- Introduction to AWS Cloud Careers, Coursera, 12/2023, 12/2023, Certified In Cybersecurity, ISC2, 12/2023, 12/2023
Affiliations
- Choice Voting Member
- Australian Disabilities Network voting member
- Project Management Institute member
- Australian Computer Society Member
- ISC2 Candidate
- Australian Information Security Association Member
Timeline
Customer Advisor
Bupa
02.2024 - Current
Client Manager
Suncorp Group
12.2018 - 11.2020
Project Manager
Verizon Wireless
01.2017 - 04.2018
Claims Specialist
Suncorp Group
01.2011 - 08.2016
Registered Nurse
Blue Care Network
03.1997 - 10.2007
Business Analysis Bootcamp - Business Analysis
Upskilled
Bachelor of Information Technology - Network And Cyber Security.
University of The Sunshine Coast
Certificate 4 of Accounting And Bookeeping - Accounting And Bookeeping
Australian College of Business And Training Pty Ltd.
Diploma of Information Technology - Information Technology Project Management
Central Queensland University
Certified Web Development - Computer Programming
London App Brewery
Bachelor's degree in Health (Nursing) - Pediatric Nursing
CQUniversity
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