Brooke Carpenter
Adjudicator
Kanwal,NSW
Summary
A seasoned professional with a proven track record at NIB Health Funds, I excel in conflict resolution and critical thinking, enhancing customer satisfaction and operational efficiency. I am part of nibs Future Leaders Program and have recently had an opportunity to complete my first secondment where I successfully lead a team of 12. I am skilled in teamwork and leadership capabilities, I've significantly contributed to process improvements and customer-centric achievements, fostering strong relationships and driving company reputation.
Overview
19
19
years of professional experience
Work History
Adjudicator
NIB Health Funds
12.2019 - Current
- Ensured accurate determinations with meticulous research and thorough investigation of disputes.
- Continuously updated personal knowledge on relevant laws, regulations, and policies affecting the adjudication process within the jurisdiction served.
- Improved claim processing times by implementing efficient workflows and prioritizing urgent cases.
- Leveraged strong negotiation skills to mediate disputes between parties and facilitate mutually agreeable settlements where possible.
Resolutions Case Manager
NIB Health Funds
12.2016 - 12.2019
- Enhanced customer satisfaction by efficiently resolving complex issues and implementing appropriate solutions.
- Implemented new procedures that resulted in improved efficiency and effectiveness of the resolutions process.
- Contributed significantly towards enhancing the reputation of the company as a customer-centric organization by focusing on prompt and effective resolutions.
- Introduced new tools that streamlined the workflow for managing resolutions, saving time and resources for the team.
- Improved service outcomes with effective team collaboration.
- Engaged with clients to identify barriers to access for necessary services.
Customer Service Representative
NIB Health Funds
10.2015 - 12.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Lead Barista
Olivers Cafe
01.2011 - 11.2012
- Maintained accurate inventory counts to meet customer demands and sustain operations.
- Utilized strong communication skills to foster a collaborative work environment among team members, resulting in increased productivity.
- Consistently maintained a clean and organized workspace, adhering to health and safety regulations.
- Resolved customer complaints quickly and professionally, maintaining positive relationships with patrons.
Store Manager
Luxottica Retail
01.2008 - 12.2008
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Account Manager - B2B Business Development
Bartercard
01.2006 - 01.2008
- Implemented creative marketing strategies that led to increased brand visibility and awareness among target customers.
- Secured new business opportunities through networking and relationship-building activities.
- Developed an in-depth understanding of industry trends, enabling better anticipation of client needs and staying ahead of competitors.
- Nurtured long-term relationships with key clients, resulting in increased repeat business and referrals.
Small Business Owner
By Brooke
01.2020 - 12.2023
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Promoted business via social media to generate leads and maximize brand identity.
- Enhanced company reputation by consistently delivering exceptional service quality to customers.
Education
Bachelor Of Nursing - Nursing
University of Newcastle
Newcastle, NSWSkills
- Conflict Resolution
- Leadership
- Multitasking
- Critical Thinking
- Team collaboration
- Effective communication
- Professional ethics
- Case analysis
- Conflict Resolution
- Time management abilities
- Adaptability
- Legal compliance
- Policy interpretation
- Data Interpretation
- Regulatory Compliance
- Impartial judgment
Certification
SOCAP Australia Complaint Professional
Accomplishments
Acceptance into nib's Future Leaders Program which saw me recently complete a leadership secondment.
Timeline
Small Business Owner
By Brooke
01.2020 - 12.2023
Adjudicator
NIB Health Funds
12.2019 - Current
Resolutions Case Manager
NIB Health Funds
12.2016 - 12.2019
Customer Service Representative
NIB Health Funds
10.2015 - 12.2016
Lead Barista
Olivers Cafe
01.2011 - 11.2012
Store Manager
Luxottica Retail
01.2008 - 12.2008
Account Manager - B2B Business Development
Bartercard
01.2006 - 01.2008
Bachelor Of Nursing - Nursing
University of Newcastle
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