Charles McInnes
Melbourne,VIC
Summary
Dynamic customer service professional with a proven track record at AIA Australia, excelling in team collaboration and effective communication. Adept at resolving complex inquiries and enhancing client engagement through health programs. Committed to continuous learning and delivering exceptional service, ensuring high customer satisfaction in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Corporate & International Service Representative
AIA Australia (AIA Health)
08.2022 - 11.2025
- Assisting domestic, international and corporate health insurance members with their queries via inbound phone calls and email
- Guided members through hospital admission processes, ensuring alignment with their insurance policies.
- Coordinated with hospitals to verify patient coverage, enhancing service accuracy and member satisfaction.
- Completed weekly reports collaboratively with other departments, streamlining communication and information sharing at AIA.
Retail Administrator (Existing Business)
AIA Australia
05.2021 - 08.2022
- Administrative duties related to current client insurance accounts
- Processing rollover of insurance premiums from client superannuation
- Preparation of daily reports
- Collaborated with stakeholders to clarify insurance needs
Customer Service Representative
AIA Australia
10.2017 - 05.2021
- Managed daily inbound and outbound customer calls and emails, ensuring timely responses and resolution.
- Guided members in engaging with Vitality program, promoting health improvements and participation.
- Health and Wellbeing program for insurance customers
Customer Service Representative
TransferWise Ltd
Tallinn, Estonia
02.2015 - 07.2017
- Handled inbound customer enquiries via phone, email, and live chat to address customer needs
- Provided customer support in Tallinn, Estonia
- Facilitated registration of new businesses for international money transfers to streamline onboarding process
- Team event organizing within the company
Customer Service Representative
Service Stream Solutions
12.2012 - 09.2014
- Handling insurance claims and general enquiries from customers
- Efficiently working through a large call volume whilst maintaining high customer satisfaction
- Acted as a liaison for CGU Insurance clients
Student Support Representative
Open Universities Australia
02.2012 - 06.2012
- Provided student support through inbound phone calls, assisting with study schedule and course unit planning.
- Executed general administrative tasks, focusing on accurate data entry and record maintenance.
- Provided guidance to students on course selection and enrollment processes.
- Assisted students in navigating online learning platforms and resources.
- Developed and delivered workshops on academic skills and study strategies.
Education
Victorian Certificate of Education -
Marcellin College
Bulleen, Australia01.2009
Skills
- Customer service excellence
- Effective communication
- Conflict resolution
- Team collaboration
- Continuous learning
- Positive attitude
- Approachable demeanor
References
Available upon request.
Hobbies and Interests
- Acting and Film
- Sport (AFL Football)
- Computers and Technology
- Travel and Adventure
- Automotive
Timeline
Corporate & International Service Representative
AIA Australia (AIA Health)
08.2022 - 11.2025
Retail Administrator (Existing Business)
AIA Australia
05.2021 - 08.2022
Customer Service Representative
AIA Australia
10.2017 - 05.2021
Customer Service Representative
TransferWise Ltd
02.2015 - 07.2017
Customer Service Representative
Service Stream Solutions
12.2012 - 09.2014
Student Support Representative
Open Universities Australia
02.2012 - 06.2012
Victorian Certificate of Education -
Marcellin College