Christine Ann Lagman
Kingsbury
Summary
Through my employment history of working in a range of industries, I have been able to develop fundamental skills specialising in team management, campaign process creation and development, team mentoring, facilitating and front facing customer service.
My most recent roles as the Private Health Insurance Process Lead/Sales Manager at Mindlabz and Team Leader at HBF entailed building, training, developing and directly managing large teams and overseeing call centres onshore and offshore. My current role at Mindlabz required me to frequently travel overseas to India to build the company's Private Health Insurance Lead Generation teams. The skills I have developed at my most recent roles have equipped me to be adept at working cross-departmentally with co-management and top-level leadership. Building a positive rapport, inspiring trust and guiding teams towards achieving organizational and individual goals.
I pride myself on being highly motivated and having excellent multi-tasking skills which have allowed me to succeed at managing multiple priorities with a positive attitude. I am a fast learner and can easily adapt to any situation. I have always had a sense of willingness to take on added responsibilities to meet team goals.
I am extremely friendly, approachable and easy going which makes it easy for me to adapt to both working individually and as part of a team. I deeply understand and uphold the value of hard work, a good work ethic, determination and discipline on a personal level so these values are evident in my work. I am eager to transition into a new role to enhance my passion and expand my skills and knowledge.
Overview
11
11
years of professional experience
Work History
Private Health Insurance Process Lead/Sales Manger
Mindlabz Pty Ltd Trading As Check Your Bill
02.2024 - Current
- Recruit, Train and Develop Lead Generation team
- Creation of Private Health Insurance Lead Generation training, compliance pack and script
- Development of Quality Assurance Scorecard
- Analysis and monitoring of Quality Assurance
- Coaching and performance management of Agents, Team Leaders and Manager in India, directly reporting to me (45 staff, 3 Team Leaders and 1 Manager. Offshore team in motion to rapidly increase staff volume as the campaign grows).
- 22% sale conversion rate within the first 4 weeks of Lead Generation team going live, with over 100 leads generated per day.
- Frequent travel overseas to manage and oversee contact centre
- Client account management involving daily liaising with client/aggregator to maintain relationship and implement adjustments to improve the campaign process and staff performance
- Streamlined processes by identifying inefficiencies and implementing improvements for increased productivity.
- Managed teams effectively, fostering an environment of open communication and collaboration for better overall performance.
- Ensured compliance with industry regulations by diligently adhering to compliance protocols and maintaining accurate documentation.
- Implementing new process technology, improving overall efficiency and reducing costs.
- Evaluating process performance metrics, identifying areas requiring improvement or optimization for increased efficiency.
- Collaborating with other departments onshore and offshore to address any interdepartmental challenges or discrepancies in a timely manner.
- Enhanced employee engagement by organizing regular training sessions and promoting a culture of learning within the team.
- Cultivated relationships with key stakeholders, communicating project updates regularly for transparency and alignment on goals.
Team Leader
HBF Insurance
02.2023 - 01.2024
- Led and directly managed the development the contact centre in Victoria for HBF's expansion in the East Coast, specifically the first team for HBF's contact centre in Melbourne.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Conducted and led multiple training cohorts and mentored HBF's largest contact centre team in the East Coast, with my team consisting of onsite and remote staff.
- Monitored team performance daily and provided constructive feedback to increase productivity and maintain high quality standards.
- Assisted in supporting and leading other teams in Queensland and Perth to ensure the resources and overall workflow of the contact centre remained efficient.
- Supervised and coached team members to confirm compliance with set procedures and quality requirements.
- Worked closely with team to identify areas of improvement and devised solutions based on findings. As a result, my team has already exceeded our sales acquisition target by 12.7% as of October 2023, despite a tenure of only 8 months.
- Evaluated staff performances on a frequent basis, as well as quarterly performance reports. Including conducted regular reviews of operations, identifying areas for improvement and providing coaching weekly.
- Built strong relationships with customers through positive attitude and attentive response. This includes directly resolving customer escalations by working with other departments in the business to ensure a successful outcome for all parties involved.
- Held weekly team meetings to inform team members on company news and updates. Including communicating KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Managed leave requests, absences, timesheets and arranged covers to facilitate smooth flow of operations.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Maintained database systems to track and analyze operational data.
Member Experience Consultant
HBF Health
01.2022 - 02.2023
- Handled customer inquiries and suggestions courteously and professionally, both in person and kiosks in multiple locations.
- Developed and maintained positive relationships with customers via email, telephonic and face-to-face outreach.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Finished 2022 with 92% score from member surveys.
- Answered constant flow of customer calls with minimal wait times, whilst keeping productivity and efficiency high. My EOY individual report reflected less than 1% hold and wait times, being lowest in my team.
- Updated account information to maintain customer records.
- Multi-skilled and trained in processing claims, webchat, emails, as well as front facing customer service and phone queries.
- Offered advice and assistance to customers, paying attention to special needs or wants for each individual customer.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Worked with internal partners to triage issues and submit work requests.
- Researched and resolved complex issues and appeals to facilitate prompt resolution for customers and the business.
Pathology Lab Assistant (Microbiology)
Pathology Queensland
05.2017 - 01.2022
- Performed high complexity testing by preparing specimens for analysis and maintaining assay quality.
- Prioritized work assigned, maintained accurate records of work performed and initiated corrective action in case of defective records or inadequate care plans.
- Maintained strict aseptic fields when collecting biological samples, minimizing staff, and patient infection risks.
- Gathered laboratory samples, monitored fluids and read test results to make accurate care decisions.
- Prepared and validated buffers and in-house reagents, calibrators, and controls in advance of laboratory testing and analysis orders.
- Documented and verified patient information using laboratory information system.
- Kept supplies organized and well-stocked, requesting more supplies and avoiding unnecessary testing delays.
- Frequently liaised with medical staff within both internal and external hospitals to ensure an efficient workflow for the patients.
- Excellent use of laboratory information system-AUSLAB and Quality Information System (QIS)
- Data entry of specimens into laboratory information system.
- Worked independently with infrequent need for constant supervision but also a strong ability to work productively and well in a teamwork environment
- Problem solving, both independently and with the team on a daily basis to solve problems that arise regarding specimens and to improve turnaround
times. - Unpacking, Sorting, coding and distributing all samples for other departments
Senior Team Leader
SUBWAY®Restaurants
04.2013 - 05.2017
- Cashier duties, including cash handling and invoice receipts
- First hand customer service (face forward customer service, team facilitation)
- Processing payments, both cash and eftpos
- Stock-take reports, stock ordering (liaising of orders with suppliers) , data entry, cash reports
- Restocking delivery
- Managing opening and closing shifts
- Back room duties, including food preparation, food quality maintenance and cleaning
- Provided training and support to onboarding employees.
- Monitored operating machinery to assess progress, adjust settings, and maintain production speeds.
Education
Bachelor of Medical Laboratory Science - Science
Queensland University of Technology
Brisbane, QLDHigh School Diploma -
Mary MacKillop College
Nundah, QLD12.2015
Skills
- Business Process Creation, Development, Implementation and Management
- Process Strategy
- Call Centre Operational Management (Onshore and Offshore)
- Direct Team Management
- Overseeing Daily Activities
- Training Content Creation and Development
- Staff Training and Development
- Customer Escalation Management
- Employee Performance Reviews
- Performance Tracking and Evaluations
- Customer Accounts Management
- Operational Efficiency Management
Referees
1. Vince Herewini - Direct Manager at HBF (Previous)
Contact Number: +61 431 769 958
Email: vinceherewini161@gmail.com
2. Omar Andrews - Direct Manager at HBF (Most Recent)
Contact Number: +61 466 536 703
Email: omar.andrews30@gmail.com
Timeline
Private Health Insurance Process Lead/Sales Manger
Mindlabz Pty Ltd Trading As Check Your Bill
02.2024 - Current
Team Leader
HBF Insurance
02.2023 - 01.2024
Member Experience Consultant
HBF Health
01.2022 - 02.2023
Pathology Lab Assistant (Microbiology)
Pathology Queensland
05.2017 - 01.2022
Senior Team Leader
SUBWAY®Restaurants
04.2013 - 05.2017
Bachelor of Medical Laboratory Science - Science
Queensland University of Technology
High School Diploma -
Mary MacKillop College
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