Summary
Overview
Work History
Education
Skills
Timeline
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Donna Wright

Toowoomba,QLD

Summary

As an extremely self-motivated and customer obsessed Suncorp Team Leader, I have empowered my team to achieve a balanced scorecard. I pride myself in being an approachable, authentic, and a strong people leader. I have taken ownership of my own development to build a comprehensive insurance knowledge base. I look forward to gaining the opportunity of putting my diverse range of skills to use.

Overview

8
8
years of professional experience

Work History

Customer Value Leader

Suncorp
04.2022 - Current
  • Lead and coach my team to grow the business and create customer obsession and value effectively
  • Protect customers and business by adhering to process, licencing, legislative and regulatory obligations and contributing towards creating a positive risk culture
  • Skilled at working independently and collaboratively in a team environment.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Excellent communication skills, both verbal and written.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Took ownership of my development by participating in Leader Educations sessions in coaching, performance and team management.

National Leadership Development Program

Suncorp
09.2021 - 04.2022
  • Subject Matter Expert supporting facilitation and training of new recruits
  • Data analysis training to drive performance edge
  • Backfilled multiple teams to successfully grow the business
  • Represented Consumer Insurance by presenting to the Senior Leadership Team.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Customer Value Specialist

Suncorp
08.2020 - 04.2022
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive and personalised experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Sought ways to improve processes and services provided.

Pharmacy - Dispensary Technician

Epic, Aged Care
05.2018 - 07.2020
  • Create customer profiles based on medication summaries
  • Dispense medications as per Health Professional’s instruction
  • Pick, pack and send medications/products in a timely manner as per customer requirements
  • Process customer orders by email, facsimile, and paper order
  • Register reconciliation
  • Stock and Inventory management
  • Maintain constant emergency medication lines for Nursing Homes in Regional Area
  • Liaise with Health Professionals regarding patients’ medical requirements.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.

Dispensary Technician

Mullein Pharmacy, Aged Care
10.2016 - 04.2018
  • Role equivalent to previous occupation, with the addition of: -
  • Operate industry specific machinery to collate and package customer dosages.

Shift Manager

McDonalds Springfield Lakes
10.2015 - 10.2016
  • Manage store operations
  • Maintain a superior level of customer service
  • Manage a team of up to 30 in a fast-paced high stress environment
  • Train new and existing staff to perform processes to company policy.

Education

Lead 1 - Leadership Development Training -

Maximus
06.2023

Change Management -

Prosci
04.2023

Skills

  • Built knowledge and capabilities to utilise effective coaching methods Thus, increasing performance, while decreasing average handling time to become more efficient whilst holding specialists accountable
  • Embedded an accountable and customer centric risk culture by ensuring risk is a continuous focus
  • Presented to the Suncorp Senior Leadership team on how Covid is impacting our customers financially This drove clear change within the business as I suggested that Sales Representatives have regular training in how to support our customers experiencing vulnerability
  • Supported my team though the business transformation journey by creating resilience and growth mindset

Timeline

Customer Value Leader

Suncorp
04.2022 - Current

National Leadership Development Program

Suncorp
09.2021 - 04.2022

Customer Value Specialist

Suncorp
08.2020 - 04.2022

Pharmacy - Dispensary Technician

Epic, Aged Care
05.2018 - 07.2020

Dispensary Technician

Mullein Pharmacy, Aged Care
10.2016 - 04.2018

Shift Manager

McDonalds Springfield Lakes
10.2015 - 10.2016

Lead 1 - Leadership Development Training -

Maximus

Change Management -

Prosci

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Donna Wright