Casey Gunn
Sunshine Coast,QLD
Summary
I am a very driven person with significant experience in managing customer concerns and inquiries. Demonstrates strong problem-solving skills, ability to build rapport with diverse clientele, and adeptness at maintaining high-level customer satisfaction. Recognized for delivery of quality service, resulting in increased customer retention rates and positive feedback. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
When im not in the office i am a mother of 3 young children, running a household. I work hard so that i can provide the best for my family.
Overview
10
10
years of professional experience
Work History
Customer Service Consultant
Auto and General
Sunshine Coast, QLD
07.2024 - Current
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Conducted outbound calls to follow up on pending orders or resolve ongoing issues quickly.
- Developed relationships with customers to ensure repeat business opportunities.
- Supported sales team members to drive growth and development.
- Collaborated with colleagues across departments to ensure satisfaction of customer requests.
- Strengthened customer retention by offering discount options.
- Answered inbound calls, chats and emails to facilitate customer service.
- Greeted customers and answered inquiries promptly and professionally.
- Ensured compliance with company policies and procedures when dealing with customers.
- Provided accurate information regarding product features, pricing, availability and services.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanour.
- Updated system with order specifics and customer details, preferences, and billing information.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collected deposits or payments and arranged for billing.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered incoming calls and emails, providing front-line customer support or assistance with product and service transactions.
Business Owner/Personal Trainer
On Ya Case Training
Sunshine Coast, QLD
07.2021 - Current
- Client health checks, 1:1 personalized training, group classes, consultations, knowledge of equipment and exercises, teaching correct technique, and writing and preparing exercise programs for each client.
- Qualifications: Certificates II and IV in Fitness.
- Created unique challenges within sessions to keep workouts interesting and engaging.
- Maintained a safe environment for exercising by adhering to all safety protocols.
- Developed and implemented individualized fitness programs for clients based on their goals, abilities and limitations.
- Arranged motivational exercise programs to promote healthy lifestyle choices.
- Educated clients about the importance of hydration before, during, and after workouts.
- Grew customer base through word-of-mouth referrals based on customer satisfaction and results.
- Coached and encouraged participants during exercises and routines.
- Monitored client progress, tracked results, and adjusted plans as needed.
- Ensured that all equipment was maintained in good working order.
- Organized group classes according to skill level while motivating participants throughout class.
Account Executive
Goldsworthy Investments
Brisbane, QLD
04.2016 - 01.2020
- Contacting clients, data entry, converting new business, quoting, remarketing.
- Following up on new business leads, processing renewals, and endorsements for both commercial and domestic products.
- Debtors, administration, and any and all other tasks that were required.
- Knowledge of Resilium products and system portals for all processing.
- Qualifications: Tier 1 and 2 in Financial Services, 25 CPD points every 12 months.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Conducted market research to identify new business opportunities.
- Developed and maintained relationships with key clients to ensure customer satisfaction.
- Identified customer needs by asking questions and advising on best solutions.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Served as a point of contact for customers throughout the life cycle of their policies.
- Interviewed prospective clients to gather information on financial needs and discuss existing coverage.
- Monitored clients' insurance coverage's to ensure changing needs were met.
- Utilised industry software tools such as rating engines and quoting systems.
- Collaborated closely with other departments within the organisation to ensure smooth operations.
- Participated in training sessions aimed at improving product knowledge.
- Negotiated with underwriters to secure favourable terms on behalf of clients.
- Resolved customer inquiries regarding policy changes or coverage issues.
- Managed multiple accounts simultaneously while meeting deadlines efficiently.
- Ensured compliance with all applicable laws and regulations.
- Reviewed policy documents for accuracy prior to issuing them to clients.
Insurance Broker
Westcourt Insurance Brokers
Sunshine Coast, QLD
01.2015 - 01.2016
- Converting new business, following up on new business leads, processing renewals, and endorsements.
- Quoting, remarketing, debtors, administration, and any and all other tasks that were required.
- Knowledge of the Eclipse portal for processing.
- Qualifications: Tier 1 and 2 in Financial Services, 25 CPD points every 12 months.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Served as a point of contact for customers throughout the life cycle of their policies.
- Interviewed prospective clients to gather information on financial needs and discuss existing coverage.
- Monitored clients' insurance coverage to ensure changing needs were met.
- Researched coverage and premium options and supplied clients with best coverage available for individual needs.
- Negotiated with underwriters to secure favourable terms on behalf of clients.
- Resolved customer inquiries regarding policy changes or coverage issues.
- Called or emailed lapsed clients to inquire about continuing needs.
- Ensured compliance with all applicable laws and regulations.
- Maintained up-to-date knowledge of industry trends and regulations.
- Reviewed policy documents for accuracy prior to issuing them to clients.
- Managed many policy renewals each year.
- Developed appropriate quotes based on risk information.
- Developed insurance policies and programs to meet customer needs.
- Provided information and answered questions via personal meetings, telephone calls, and email.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Made appointments with potential clients to discuss products.
- Responded to customer inquiries and problems to promote great service.
Education
Certificate III & IV in Fitness - Health And Fitness
Academy of Fitness
Brisbane 12-2012
Tier 1 & 2 in Financial Services - Insurance
ANZIF
Brisbane 02-2007
Skills
- Customer service
- Reception duties
- Knowledge of Microsoft Excel and Word
- Account keeping
- Administration
- Filing
- Data entry
- Quoting
- Insurance re-marketing
- Consultations
- Health Checks
- 1:1 personal training
- Exercise Programming
- Running my own business
- CRM software
- Call center experience
- Inbound call management
- Account updating
- Customer advocate
- Client relations expert
- Recommend financial products
- Commercial insurance
Contact
Casey Gunn
M. 0433 327 977
E. onyacasetraining@hotmail.com
References
References available upon request.
Timeline
Customer Service Consultant
Auto and General
07.2024 - Current
Business Owner/Personal Trainer
On Ya Case Training
07.2021 - Current
Account Executive
Goldsworthy Investments
04.2016 - 01.2020
Insurance Broker
Westcourt Insurance Brokers
01.2015 - 01.2016
Certificate III & IV in Fitness - Health And Fitness
Academy of Fitness
Tier 1 & 2 in Financial Services - Insurance
ANZIF
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