Charlene Ruth Asaris
Balaclava
Summary
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Overview
21
21
years of professional experience
Work History
Account Manager
Fitzpatrick & Co Insurance Brokers now Aviso Specialty Insurance Brokers
05.2018 - Current
- Managing high volume portfolio, including incoming client and stakeholder phone enquires for Business Insurance, General Property, Commercial motor, Professional Indemnity, Group Travel, Fidelity Insurance and other Trade Insurances
- Tier 1 accredited broker with strong understanding of General, Business and Trade Insurance across the number different Insurers used by the brokerage, keeping up to date with their key products and benefits
- Providing accurate quotes, renewal schedules, endorsement, invoices and certificate of currencies in a timely manor to all clients
- Building solid relationships with Underwriters, clients and key stakeholders, in order to provide efficient negotiation of terms and premiums for clients
- Strong Customer Centric attitude when it comes to servicing clients, excellent delivery of technical, administrative and consulting support to internal and external clients
- Ability to acquire information, ensuring client needs are identified and implement successful account retention or defense strategies
- Identifying products which benefit the clients insurance needs
- Point of contact for client claims, explaining claims process, whilst maintaining client expectations and following claim process as per Insurers requests
- Proven ability to develop and grow new additional business from existing client portfolio
- Contribute to team administration duties, outstanding debtors management and marketing campaigns
- Senior Broker who is also responsible for guidance, training with new team members and the team assistants
- Solid IT skills with Microsoft Office, IT procedures, experience in CBS, Winbeat, Insight and Sunrise system
Account Executive
Marsh
02.2017 - 05.2018
- Account Manager/ Insurance Broker to Small Medium Enterprises Businesses and Trade Clients
Sales Officer
Elders Insurance (QBE)
08.2015 - 02.2017
- Managing incoming phone enquires for general insurance, commercial motor, landlord, farm and business insurance
- Tier 1 accredited and possesses a strong understanding of general, landlord, Strata, commercial motor, farm, and business insurance, while also keeping up to date with new policy changes
- Providing accurate quotes, renewal schedules, endorsement, invoices and certificate of currencies in a timely manor to all clients
- Meeting and exceeding service standards agreed while taking a pro-active approach of accounting management and service delivery to clients
- Lodge all client claims, explaining claims process and either settling claims in house or assisting head office claims team while remaining accountable to clients
- Proven ability to develop and grow additional business from existing client portfolio
- Assisted in team administration duties, outstanding debtors management and marketing campaigns
- Maintained meaningful working relationships within team members and provide additional support
- Intermediate IT skills with Microsoft Office, IT procedures, experience in Findit, IW, i90 and Sunrise system
- Managed Social Media (Face Book page) and online Lead Management system
Underwriter
Club Marine (Alliance)
04.2015 - 08.2015
- Managing all incoming enquires for pleasure craft marine insurance from direct customers, Insurance brokers and Marine Dealers
- Manually processing insurance new business quotations, renewals and enquires from Dealers and Brokers
- Evaluate surveys, condition reports including photos and complying with underwriting guidelines
- Communicating with all stakeholders and resolving customer’s queries with the highest attention to technical and underwriting procedures via email and over the telephone
Recruitment Specialist
Hays
09.2014 - 04.2015
- Managing end to end recruitment process of temporary office support staff within the CBD
- Source new business, both cold and warm calling
- Provided Business to Business recruitment solutions and maintained strong client relationships
- Manage all correspondence (phone and emails) to corporate clients in Banking, Superannuation, Professional Services, Legal and Wealth Management Industries
- Point of contact as direct account manager for existing and new clients/candidates and included day to day queries or request for further information
- Managing all negotiations, both verbal and written communication with internal staff and external stakeholders
Health Insurance Expert
iSelect Ltd
02.2014 - 09.2014
- Provide personalised customer service, tailoring customer solutions for each client’s direct needs to government legislation and tax advise as per requirements in health insurance
- Managed all administration of clients personal details and individual health insurance policy documentations
- Extensive training in Government Legislation in relation to Health Insurance in Australia
- Strong product knowledge and training in 14 independent health insurance providers (over 65 different products)
- Navigated various internal systems like IB2, Relationship First and Dimetro in order to provide accurate information to customers
- Performed Health Assessments, Policy reviews, Product & Benefit quotes on a daily basis
- Service managed own client portfolio, building and maintaining relationships within other verticals of the business
- Consistently achieved monthly KPI’s (key performance indicators) in sales and other internal business referrals
Southern Enhanced Service Level Agreement (SLA) Jeopardy Officer/Case Manager
Telstra Corporation Limited
10.2009 - 12.2013
- Case managed Top 600 VIC/TAS Business Customers telecommunication Installations and Fault SLA contracts
- Maintained Top 600 VIC/TAS SLA Business contracts in Network Transition (mobile), Data and ULL requirements to meet individual SLA contracts
- Contributed to maintain above 95% grade of SLA in Business fault management cases in VIC/TAS
- Accurately documented all clients updates and communication on CRM system
- Adhered to all client correspondence via inbound, outbound calls and emails
- Initial escalation point contact for Top Business Customers SLA contracts at risk from not meeting SLA contract
- Work with Technician Schedulers, Technician Field Team Managers directly to resource and provide priority to SLA contracts
- Negotiate, influence Field Technicians and Field Managers to prioritise SLA clients in order to meet Telstra Commitment Date (TCD) and avoid compensation to be paid out on SLA contracts or to be taken to the Telecommunications Industry Ombudsman
- Build strong customer relationships quickly ensuring that confidence in Telstra Service brand is maintained
Subject Matter Expert (SME)/ Second In Charge Team Leader, Service Advantage
Telstra Corporation Limited
03.2004 - 10.2007
- Heavily involved in the National structural change and streamlining of Technical Front of House National Call Centers
- Assisted in training 65 brand new staff for the new Front of House contact center in Melbourne
- Trained in FOH Customer Service, KPI efficiency and the Telstra ‘One voice policy’
- Trained staff in maintaining data integrity and accuracy throughout over 13 Telstra’s national operations systems
- Part of the National FOH Process Team and part of three national forums, net meetings which were held weekly/monthly
- Acting team leader, when either of the team leaders were on leave or on other projects
- Appointed Subject Matter Expert (Expert in the FOH technical field), helping FOH consultants with enquires as well as taking responsibility and seeing out solutions for difficult or when ‘real customers’ called through to the queue
Education
Tier 1 Brokerage -
ANZIIF
Melbourne, Victoria01.2017
Tier 1 Accreditation RG149 -
KAPLAN
Melbourne, Victoria01.2015
Certificate IV in Frontline Management -
Swinburne University
Melbourne, Victoria01.2009
Skills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Client relationship management
- Customer satisfaction
- Relationship building
- Strategic planning
- Customer relationships
- Goal oriented
- Issue resolution
- Account development
Timeline
Account Manager
Fitzpatrick & Co Insurance Brokers now Aviso Specialty Insurance Brokers
05.2018 - Current
Account Executive
Marsh
02.2017 - 05.2018
Sales Officer
Elders Insurance (QBE)
08.2015 - 02.2017
Underwriter
Club Marine (Alliance)
04.2015 - 08.2015
Recruitment Specialist
Hays
09.2014 - 04.2015
Health Insurance Expert
iSelect Ltd
02.2014 - 09.2014
Southern Enhanced Service Level Agreement (SLA) Jeopardy Officer/Case Manager
Telstra Corporation Limited
10.2009 - 12.2013
Subject Matter Expert (SME)/ Second In Charge Team Leader, Service Advantage
Telstra Corporation Limited
03.2004 - 10.2007
Tier 1 Accreditation RG149 -
KAPLAN
Certificate IV in Frontline Management -
Swinburne University
Tier 1 Brokerage -
ANZIIF
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