Caroline (Carrie) Campbell
Newcastle,NSW
Summary
Proven leader with extensive experience at Bupa, adept in operations management and leadership development. Excelled in enhancing operational efficiency and customer satisfaction, achieving significant improvements in service delivery. Skilled in strategic business planning and stakeholder management, consistently fostering innovation and driving results.
Overview
13
13
years of professional experience
Work History
National Contact Centre Manager (acting)
Bupa
06.2024 - Current
- Drive operational efficiency such as ASA and FCR, through data-driven decision-making processes, leveraging analytics tools for informed strategy development to deliver exceptions customer NPS outcomes.
- Actively manage FTE to ensure requirements are met in line to Annual Operating Plan (AOP)
- Create and maintain an environment where people strive to do their best work and are highly energised
- Ensure the department's ongoing capability development meets future needs and the seamless implementation of initiatives and integrated service delivery strategy
- Mentor and role model in line with Bupa Australia's values, providing direction, support and coaching to Team Leaders and Senior Service Managers.
- Ensure compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Led change management initiatives, working with key stakeholders, to drive organisational transformation without compromising employee morale or productivity levels.
Senior Service Manager
Bupa
10.2023 - Current
- Coordinated closely with other departments to identify opportunities for collaboration, ensuring seamless execution on joint initiatives.
- Enhanced customer satisfaction by implementing effective service strategies and streamlining processes.
- Established clear performance expectations for team leaders and consutlants, resulting in higher productivity levels and better overall results.
- Managed a team of Service Team Leaders, fostering a positive work environment that encouraged collaboration and professional growth.
- Implemented quality control measures to ensure consistent delivery of high-quality services across all projects.
- Fostered an environment of continuous improvement by encouraging innovation from team members at all levels within the organization.
- Streamlined workflow processes to increase overall operational efficiency and reduce costs.
- Oversaw budget management for the department, ensuring proper allocation of resources while minimizing unnecessary expenditures.
- Optimized resource allocation by analyzing performance metrics and adjusting staffing levels accordingly.
- Conducted regular performance reviews, identifying areas for improvement and providing constructive feedback to staff members.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
Execution Manager
Bupa
11.2022 - 10.2023
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Maintained knowledge of industry practices, trends and applications to modernise business approach and leverage latest technology.
- Proactively identified potential obstacles during planning stages allowing ample time for strategy adjustments leading to minimised risks.
- Drove continuous improvement initiatives to optimise execution processes and procedures.
- Developed strong relationships with stakeholders to establish trust and facilitate communication.
- Designed roadmaps and timelines and identified risks and mitigations to execute business plans.
- Led change initiatives that resulted in improved processes while remaining adaptable in fast-paced business environments.
Team Leader
Bupa
07.2022 - 10.2022
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Coordinator Lead
NIB Health Funds
06.2020 - 06.2022
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organised documentation systems and updating records accurately as needed.
- Gathered and organised materials to support operations.
- Coached employees through day-to-day work and complex problems.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Developed comprehensive reports for senior management, enabling informed decision-making based on data-driven insights.
- Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
- Managed budgets skillfully by tracking expenses diligently and allocating resources appropriately based on priority needs.
- Assisted in recruitment efforts, coordinating interviews and managing onboarding activities for new hires effectively.
- Handled incoming and outgoing shipping and receiving activities.
- Collected and analyzed business data from various departments to prepare reports and presentations for management.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Completed bi-weekly payroll for all frontline employees.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Customer Care Team Leader
NIB Health Funds
01.2019 - 06.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Established clear expectations for staff behaviour by creating an environment that emphasised accountability, integrity, and respect in all interactions both internally and externally.
- Revamped outdated policies and procedures to align with industry best practices, ensuring regulatory compliance across the board.
- Initiated collaborative efforts between departments for streamlined problem-solving related to customer inquiries.
- Streamlined team communication for improved efficiency and productivity in daily tasks.
- Collaborated with management to develop strategies for increasing customer retention rates.
- Led weekly meetings focused on continuous improvement initiatives that directly impacted the team's performance and customer satisfaction levels.
Customer Resolutions Case Manager
NIB Health Funds
01.2013 - 12.2018
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients situations, identifying issues, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated customers on benefits and services, empowering them to make informed decisions about their health insurance needs.
Customer Service Officer
NIB Health Funds
02.2011 - 01.2013
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Assisted call-in customers with questions and support.
Education
Diploma - Leadership & Management
Forsythes Training
Newcastle11.2016
Diploma - Human Resources Management
NSW TAFE
Newcastle11.2012
No Degree - Medical Insurance Billing
Wesley Health
Newcaslte06.2006
High School Diploma -
Muswellbrook High School
12.2005
Skills
- Customer Satisfaction
- Operations Management and Efficiency
- Stakeholder Management
- Service Delivery Management
- Critical Thinking
- Leadership Development
- Strategic business planning
- Risk Management
Previous Work History
- Commonwealth Bank Australia - November 2008 to January 2011
- Lion Finance - June 2007 to November 2008
- Care Foresight - February 2007 to May 2007
- Brook Medical Centre - January 2006 to February 2007
- McDonald's - June 2002 to February 2007
References
- Joshua Breakwell - Director of Corporate Relationships, nib Health Fund
- Ben Stunnel - Head of Corporate Health and Wellbeing nib & GU health
Timeline
National Contact Centre Manager (acting)
Bupa
06.2024 - Current
Senior Service Manager
Bupa
10.2023 - Current
Execution Manager
Bupa
11.2022 - 10.2023
Team Leader
Bupa
07.2022 - 10.2022
Coordinator Lead
NIB Health Funds
06.2020 - 06.2022
Customer Care Team Leader
NIB Health Funds
01.2019 - 06.2020
Customer Resolutions Case Manager
NIB Health Funds
01.2013 - 12.2018
Customer Service Officer
NIB Health Funds
02.2011 - 01.2013
Diploma - Leadership & Management
Forsythes Training
Diploma - Human Resources Management
NSW TAFE
No Degree - Medical Insurance Billing
Wesley Health
High School Diploma -
Muswellbrook High School
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