BARBARA TUUHOLOAKI
Fairfield,Australia
Summary
Dynamic and results-driven professional with a proven track record at Medibank Private, excelling in customer care and service delivery. Leveraged strong analytical skills and a clear, logical mindset to surpass financial targets and enhance service quality. Demonstrated exceptional problem-solving abilities and a commitment to excellence, achieving significant improvements in customer satisfaction and operational efficiency. Practiced customer service professional with expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information.
Overview
9
9
years of professional experience
Work History
Customer Care Consultant
Medibank Private
Sydney, NSW
09.2019 - Current
- Responded to customer needs through competent customer service and prompt problem-solving
- Assisted call-in customers with questions and orders
- Responsible for working a secondary contract (Oct 2021 - Jan 2022) where I recorded the real-life stories of individuals as part of the Royal Commission
- Collate data from multiple systems to create individual patient reports which detail their progress on the relevant program and any risks to completing the program
- Responsible for accurate data entry into multiple proprietary applications including H360, CIC (Telephony) as well as Microsoft Excel, Word, and SharePoint
- Coordinated timely responses to online customer communication and researched complex issues
- Provide consistent high quality to achieve service delivery lead quality
- Responsible for working with secondary contract HBF making enrolment calls and meeting daily targets
- But also assisting in rescheduling and setting appointments
- Working in the CPC admin queue, dealing with service providers and members by organizing home visits and answering enquiries
- Working in CA admin organizing equipment quotes for members who have recently been discharged from hospital
- Have worked heavily in the Care Complete admin team, answering emails, triaging emails amongst Care Coordinates and CCC (customer care consultants)
- Actioning voicemails, actioning urgent reschedules appointment for SDLs
Non - Clinical Service Delivery Lead
Medibank Private
Sydney, NSW
03.2023 - 06.2023
- Responsibility consists of training, coaching, and planning everyday strategies to achieving our financial yearly target of 5,000 CareFirst enrollers
- Worked closely with the clinical service delivery leads team to deliver exceptional customer service to our Medibank members and worked with a team of up to 40 customer care consultants daily making outbound calls to our members offering health preventative programs such as Carefirst, CarePoint, Care transition etc
- Identifying customer needs and overseeing service delivery within the business context
- Assessing customer feedback and using your creativity to establish, improve, and refine services
Service Level Planner - SLP
Medibank Private
Sydney, NSW
04.2022 - 03.2023
- Worked closely with Workforce Planner forecasting & planning slots for our servicing lines
- Worked closely with the mental health counsellors and nurse triage teams in organizing their day-to-day task and responsibility
- Each morning a SLP member would deliver the previous days to each team and what we had achieved service level wise and if we met our service level for the day or not
- We were also responsible in implementing strategies that would assist both teams in achieving their day-to-day service level
- We worked with applications such as Pulse, Genesys administration, WFM and MS office
- Day to day task consist of data analytics and a few administrations work
Senior Customer Consultant
MRI NOW Pty Ltd
Sydney, NSW
04.2017 - 07.2019
- Responded proactively and positively to rapid change
- Handling high levels of clients calls and enquiries daily
- Liaising with doctors, clients, patients, employers, and insurance companies regarding a patient's referral and claim details
- Keeping up with daily updates and follow ups for reports and invoices on behalf of doctors and insurance companies
- Extensive use of excel MS Word and Outlook 365 email
- Worked within a driven team for a health and wellbeing service that seeks imaging approval and arrange priority appointments for patients who are heavily with Work Cover eg workers compensation and CTP insurance
- I had also dealt with injured workers in which I absorbed the mental ability to have empathy, patience and always finding other solutions to solve problems
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions
Customer Service Representative/admin
Magnamail Pty Ltd
Macquarie Fields, NSW
08.2015 - 04.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Providing service over the phone with processing orders via phone, email, web orders or mail
- Running end of the day stats and providing the outcome results to the manager and supervisor for the next day
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Meeting service standards and KPI's
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions
- Educated customers about billing, payment processing and support policies and procedures
Administration/receptionist
Downer
Parramatta, NSW
08.2015
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Provided clerical support to company employees by copying, faxing and filing documents
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives
- Temporary role assigned by a recruitment agency
- Transcribing near miss approvals and sending them via email before 4:00pm each day to be approved by fellow recipients
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations
Education
Bachelor of Social Science - International Relations And Politics
Macquarie University
Sydney, NSW07.2019
Diploma of Business Administration - Business Administration
Granville Tafe
Sydney, NSW03.2012
High School Diploma -
Fairvale High School
Fairfield West, NSW11.2011
Skills
- Efficient and detail-oriented
- Strong Analytical and Problem-Solving Skills
- Clear and logical mindset
- Reliable and hard-working
- Administrative and office support
- Proactive self-starter
- Call center experience
- Staff education and training
- Sales expertise
References
References available upon request.
Timeline
Non - Clinical Service Delivery Lead
Medibank Private
03.2023 - 06.2023
Service Level Planner - SLP
Medibank Private
04.2022 - 03.2023
Customer Care Consultant
Medibank Private
09.2019 - Current
Senior Customer Consultant
MRI NOW Pty Ltd
04.2017 - 07.2019
Customer Service Representative/admin
Magnamail Pty Ltd
08.2015 - 04.2017
Administration/receptionist
Downer
08.2015
Bachelor of Social Science - International Relations And Politics
Macquarie University
Diploma of Business Administration - Business Administration
Granville Tafe
High School Diploma -
Fairvale High School
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