Corinne Porter
Armstrong Creek,VIC
Summary
Experienced Technical Support Officer bringing 10 years of quality performance in insurance roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
12
12
years of professional experience
Work History
Technical Support Officer
Suncorp Group
09.2020 - Current
- Tracked KPIs and created continuous improvement plans.
- Developed and implemented training initiatives for new hires.
- Supervised and tracked phone activity using various contact centre applications and software tools.
- Maintained up-to-date knowledge of products and services offered to customers.
- Provided leadership, guidance and direction to team members, offering assistance with any need at any time.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Educated staff on organizational mission and goals to help employees achieve success.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Claims Manager - Home Claims
Suncorp Group
05.2016 - 09.2020
- Determined proper course of action for claims processing.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Documented and communicated timely claims information while supporting accurate outcomes.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service/Administration Officer
Johns Lyng Group
03.2013 - 05.2016
- Contributed to team goal-achievement by collaborating with staff to develop customer service improvement initiatives.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Proofread and edited documents for accuracy and grammar.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Acted as first point of contact and set appointments for clients.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Assisted coworkers and staff members with special tasks on daily basis.
Data Entry Officer
Treasury Wine Estates
01.2013 - 03.2013
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Sorted documents and maintained organized filing process.
- Organized, sorted, and checked input data against original documents.
- Verified accuracy of data entered into system to produce error-free reports.
- Developed and maintained databases to store customer information.
- Updated and maintained customer information, documents and records.
Administration Assistant
Chrisco Hampers
08.2012 - 12.2012
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Recorded expenses and maintained accounting records.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Offered technical support and troubleshot issues to enhance office productivity.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Data Entry Officer
RACV
03.2012 - 07.2012
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Sorted documents and maintained organized filing process.
- Organized, sorted, and checked input data against original documents.
- Verified accuracy of data entered into system to produce error-free reports.
- Resolved discrepancies in data entry activities for accurate, complete jobs.
- Checked for accuracy by verifying data and records.
- Followed data entry protocols, rules and regulations.
- Preserved customer confidence and protected operations by keeping information confidential.
- Utilized techniques for increasing data entry speed.
Education
Diploma - Professional Writing And Editing
Box Hill Institute of TAFE
Melbourne, VIC12.2011
Certificate IV - Screen And Media
Sydney Institute TAFE
Sydney12.2009
Certificate III - News Media
Sydney Institute TAFE
Sydney06.2009
Skills
- Decision making
- Escalation handling
- Vendor Relations
- Complex Problem-Solving
- Staff Development
- Spreadsheet Proficiency
- MS Office Suite
- Regulatory Compliance
Timeline
Technical Support Officer
Suncorp Group
09.2020 - Current
Claims Manager - Home Claims
Suncorp Group
05.2016 - 09.2020
Customer Service/Administration Officer
Johns Lyng Group
03.2013 - 05.2016
Data Entry Officer
Treasury Wine Estates
01.2013 - 03.2013
Administration Assistant
Chrisco Hampers
08.2012 - 12.2012
Data Entry Officer
RACV
03.2012 - 07.2012
Diploma - Professional Writing And Editing
Box Hill Institute of TAFE
Certificate IV - Screen And Media
Sydney Institute TAFE
Certificate III - News Media
Sydney Institute TAFE
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