Doreen Eagles

Team Leader with 12+ years of experience driving productivity and service quality in Superannuation, Insurance, and Banking sectors. Demonstrated success in client-focused administrative roles, achieving key performance indicators consistently. Expertise in organizational and technical skills, fostering team development and collaboration. Acknowledged for building strong relationships and delivering results in dynamic environments.

• Benjamin Thompson, previous Manager, Contact Centre and Advice
• Jennifer Harding, current General Manager, Engagement, Education, Advice

Ability to successfully manage, coach team and lead by example., Methodical approach in high pressure situations and thrive under pressure., Critical thinker, ability to apply analytical skills for problem-solving., Effective decision-making skills., Quick learner, technical thinker, Reliable, Loyal and Honest., Natural ability to think positive and quite optimistic and motivate staff to do the same., Extensive experience in change management given the ever changing and heavily legislated insurance, super and finance industry., Oversee and efficiently manage day-to-day teams' operation, targets, and performance., Manage roster and workflow for efficient running of team., Actively identify gaps in knowledge and processes., Ability to create efficiencies and standardise process., Create Training materials and manuals., Create templates in the form of emails, letters for accurate and effective communication with clients., Conduct ad-hoc and organised training sessions for staff., Provide constructive one on one and group feedback., Conduct regular performance evaluation and to assist with staff with personal growth., Maintain positivity in the team and keep the team motivated even in rough environments., Create a healthy and motivating work environment and atmosphere., Communicate effectively with team and senior management., Excellent Customer Service Skills and proven ability to lead and motivate team colleagues whilst maintaining demanding standards of legislation, delivery, and service., Demonstrated importance of Communication with Clients (Employers and Members as well as Management and Colleagues) to resolve Queries/ Escalations., Ability to show initiative and the ability to identify and apply new concepts., Excellent customer service skills and an approachable and engaging manner., Training and coaching new and existing staff and ongoing support through quality checks and one on one feedback sessions., Excellent verbal and written communication skills., Equally experienced in face-to-face and phone-based communications; at ease dealing with a wide range of situations., Well-developed conflict resolution, problem solving and decision-making skills., Dedicated and motivated attitude with great attention to detail., Excels in planning and preparing, prioritising workflow to meet goals, deadlines, and SLA’s., Greatly committed to improvement and effectiveness of operational processes., Ability to create and maintain records and database systems, implementing effective follow up and reporting tools., Ability to assess all enquiries, educate on eligibility and requirements in a polite manner., End to end receipting of payments, allocating, reconciliation and processing of claims., Willingness to learn and gain new knowledge and skills and assist team colleagues wherever possible., Proven ability to operate as an effective team member and to work individually by applying time management skills., Competent in MS Office Suite – Word; Excel; Outlook and PowerPoint., General administration and data entry with excellent level of accuracy., Knowledge in Trouble shooting common computer issues., Highly competent in the use multiple database and client management systems daily.

Manager – Member Advice Centre, 01/22 to 06/16/25, Team Leader- Member Relationship team, 09/17 to 11/26/21, Member Relationship Specialist, 07/16 to 09/17, Administration and Customer Service officer, 09/07 to 02/16, Senior Administration and Customer Service officer, 09/07 to 02/16, Senior Customer Care Executive Banking, 07/04 to 07/07