Claire Alison Alderson
Bayswater,Australia
Summary
Forward-thinking Customer Delivery Manager equipped to handle large-scale delivery planning and execution. Proficient in driving sales and increasing customer engagement with hands-on approach at each stage. Trains, mentors and motivates staff for maximum performance.
Overview
23
23
years of professional experience
Work History
Customer Delivery Manager
IAG Direct Insurance (DI) Contact Centre
01.2018 - Current
- Exceptional communication of Customer Distribution Plan to the leadership and frontline teams
- Leadership Planning and strategic alignment including goal setting
- Set clear, measurable goals for customer, growth, and efficiency targets
- Use performance dashboards to track progress
- Coaching observation in line with performance and risk managements using best practise to support customer and growth gaps
- Create an open feedback loop that encourages colleagues to provide feedback and bridge any gaps in our business
- Implement regular performance reviews and feedback sessions to keep the team focused on critical metrics
- Ensure all team members are aware of and adhere to group governance and risk policies
- Conduct regular training sessions to keep everyone updated
- Demonstrate the values of Closer, Braver, Faster in your actions and decisions
- Promote a safe and healthy work environment
- Encourage open communication about any concerns
- Regularly measure and work towards improving the Employee Net Promoter Score
- Focus on hiring the right talent and keeping them engaged through meaningful work and development opportunities
- Meet with team members monthly to discuss their development needs and provide tailored support
- Managing budget to for R&R within the leadership team
- Focus on development by enhancing skills such as resilience, emotional intelligence, and self-awareness
- Regularly assess strengths and opportunities for growth
Insurance Solution Team Manager
IAG Direct Insurance (DI) Contact Centre
03.2010 - 01.2018
- Create personalised Coaching and development plans (direct reports, emerging leaders and the peer innovation team)
- Coaching/supporting team members achieving career and life goal aspirations
- Set clear, measurable performance metrics for teams
- Use these metrics to track progress and identify areas for improvement
- Recognition and reward of direct reports
- Help team members identify potential career paths within the organisation and provide the necessary resources and support to achieve their aspirations
- Conduction of performance reviews
- Utilize facilitation skills to effectively lead training sessions and workshops
- Implement a system to regularly monitor compliance with company policies and regulations
- Conduct audits and provide training to ensure adherence
- Use a structured performance management process to address underperformance
- Set clear expectations, provide support, and follow up regularly
- Create a positive team environment with high level of employee engagement
- Create a positive team environment by promoting open communication, collaboration, and mutual respect
- Role modelling IAG SPIRIT and behaviours
- Mentor the local Peer innovation team which support in local facilitation and embedment of national changes and improvements
- Introduce the DI social club to our local CCC, organising events and manage budgets effectively
- Use these events to build team cohesion and morale
- Focus on your own development by enhancing skills such as resilience, emotional intelligence, and self-awareness
- Regularly assess strengths and opportunities for growth
- Champions change across the site through being an early adopter and influences others efficiently through the change curve
- Make balanced decisions by understanding and considering customer, colleague, and business impacts
Business Effectiveness Specialist
IAG Direct Insurance Contact Centre
01.2014 - 01.2015
- Implementation and support to leadership group in frontline customer conversations
- Providing real-time feedback and strategies to improve customer interactions
- Developing scripts or guidelines to help leaders navigate challenging conversations
- Offering one-on-one or group coaching sessions to enhance leadership skills
- Using tools like 360-degree feedback to identify areas for improvement
- Prominent level of influence and expertise in coaching and facilitating
- Development of upcoming emerging leaders
- Leveraging your experience to mentor other coaches and facilitators
- Leading workshops and training sessions to share best practices
DI Senior Consultant
IAG Insurance Contact Centre
01.2008 - 01.2010
- Provide outstanding customer service and risk assessment
- Meet and exceed all Key Performance Indicators
- Operating computers and internal resources
- Coach and Mentor peers
DI Sales and Service Consultant
IAG Insurance Contact Centre
01.2007 - 01.2008
- Provide outstanding customer service
- Pay close attention to customer needs and concerns
- Show empathy and understanding
- Meet and exceed all sales Key Performance Indicators
- Set clear, achievable sales targets and break them down into smaller, manageable tasks
- Coach and mentor peers and lead by example
- Operate internal computers and resources
Family Assistance Officer
Centrelink Call Centre
12.2006 - 03.2007
- Approach customers with empathy and patience
- Understand their concerns and provide thoughtful solutions
- Be knowledgeable about the resources available to you and use them to provide accurate and helpful information
- Evaluating customers circumstances and potential benefits
Primary School Teacher
Morley Primary School
01.2006 - 01.2007
- Facilitating and teaching students
- Define clear learning objectives for each lesson to ensure students understand the goals
- Provide a Duty of Care for all students
- Assessments and reports are fair, unbiased, and aligned with the learning objectives
Customer Service Assistant
Myer
01.2002 - 01.2006
- Assisting Customers with their needs
- Handling tills with accuracy
- Arrange products in an attractive and organised manner to draw customers’ attention and encourage purchases
- Stock control and highlighting special offers and promotions to boost sales
Bar Service and Bottle Shop
Higgins Hyde Park Hotel
01.2002 - 01.2006
- Customer Service, working quickly to keep lines moving
- Handling tills with accuracy
- Clearing tables efficiently, ensuring customer satisfaction
Education
Certificate IV -
Frontline Management
01.2011
IAG Emerging Leader Program -
01.2010
Certificate III -
Financial Services
01.2008
Food and Beverage Hospitality Traineeship Certificate Two -
01.2005
Graduate Diploma - Education (Primary)
Edith Cowan University
Perth, WA01.2004
Bachelor - Communications, Advertising, Marketing
Edith Cowan University, Illinois State University
Perth, WA01.2002
High School Graduation -
St Mary's Anglican Girls School
Perth, WA01.1998
Skills
- Microsoft Office
- PowerPoint
- SCV
- ORBIT
- WEB-EX
- General computer operation
Awards
- 01/01/17, Q1 DI Excellence winner: Leader of the Quarter
- 01/01/13, DI Excellence state winner for leader of the year
- 01/01/13, Q3 DI winner for leader of the Quarter
- 01/01/13, Q2 DI winner for Leader of the Quarter
- 01/01/08, Insurance Solutions Champion of the Month May
- 01/01/07, High Performance Unit Winner Insurance Australia Group
- 01/01/05, Myer Customer Service Award for October
Personal Information
- Date of Birth: 02/04/81
- Nationality: Australian
Timeline
Customer Delivery Manager
IAG Direct Insurance (DI) Contact Centre
01.2018 - Current
Business Effectiveness Specialist
IAG Direct Insurance Contact Centre
01.2014 - 01.2015
Insurance Solution Team Manager
IAG Direct Insurance (DI) Contact Centre
03.2010 - 01.2018
DI Senior Consultant
IAG Insurance Contact Centre
01.2008 - 01.2010
DI Sales and Service Consultant
IAG Insurance Contact Centre
01.2007 - 01.2008
Family Assistance Officer
Centrelink Call Centre
12.2006 - 03.2007
Primary School Teacher
Morley Primary School
01.2006 - 01.2007
Customer Service Assistant
Myer
01.2002 - 01.2006
Bar Service and Bottle Shop
Higgins Hyde Park Hotel
01.2002 - 01.2006
IAG Emerging Leader Program -
Certificate III -
Financial Services
Food and Beverage Hospitality Traineeship Certificate Two -
Graduate Diploma - Education (Primary)
Edith Cowan University
Bachelor - Communications, Advertising, Marketing
Edith Cowan University, Illinois State University
High School Graduation -
St Mary's Anglican Girls School
Certificate IV -
Frontline Management
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