Elvis Duratovic
Hallam,Australia
Summary
An ambitious, solution-oriented retention specialist with over 10 years of industry experience and over 5 years of experience resolving customer complaints and promoting conflict resolution within the existing AIA retention team. Recognized for the ability to work under pressure, provide honest knowledgeable service that ensures customer satisfaction and retention with an expertise in client services and relationship building.
Overview
17
17
years of professional experience
Work History
Retention Customer Service Representative
AIA Australia
12.2023 - Current
- Inbound/outbound retention specialist
- High Value Client premium service provider
- Answered constant flow of customer calls with minimal wait times.
- Provided excellent customer care by responding to requests, assisting with product selection and helping with policy cancellation/alteration.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Offered general advice and assistance to customers, paying attention to special needs or wants.
Retention Specialist
AIA Australia
05.2021 - 12.2023
- Since May 2021 I have worked as an outbound retention specialist as part of the newly-established Project Maple
- My primary role is to contact a selected cohort of customers who have a high propensity to lapse and low AIA Vitality engagement scores - and discuss/offer solutions to help with Vitality engagement/activation as well as any potential renewal challenges using conventional retention offers
- In the pilot year of this new role I made approximately 3,000 outbound calls to customers which resulted in an increase in both engagement & activation for the selected cohort
- Project Maple has been extended for a further 12 months
- Key achievements: Increase in Vitality engagement & activation after just 1 year, Made over 3,000 outbound calls, Increase in contact rate
Retention Customer Service Representative
AIA Australia
03.2018 - 05.2021
- I was hired in 2018 to assist the growing AIA retention team - I was used as part of a new hybrid training process which saw me receive training in all 3 separate areas of retention
- Inbound/outbound consultant: I initially spent the first 8 months working as a cancellation consultant, my duties where to take any inbound cancellation/complaint calls and discuss various retention offers to retain the client, this allowed me to use my experience in the industry as well as RG146 qualifications to assist our clients
- Dishonor consultant: I spent 6 months working in the new dishonor team - at the time this was brand new to AIA and I was used as part of the trial
- This area saw me contact customers who missed a payment and were in danger of lapsing their policy - we were required to make high volumes of calls each day and organised payments of the missed funds
- Lapse consultant: The remainder of my time was used part of the existing lapse team - similar to the dishonor consultant role my duties included calling customers & advisors to organise the reinstatement of lapsed policies
- This role required me to problem solve and think outside the box to assist the customers from losing their AIA policies
- During my 4 years at AIA I have worked on various side projects that have become part of our retention offers range
- One such option that is used for customers facing financial hardship is our payment plan offer
- Another project I championed is the current process for lapsed policies
- Finally, I also was selected to be a direct premium service consultant for iSelect, Lifebroker & Life Insurance Comparison
- Key achievements: 'go to' person within the team (retention SME), Voted CSC president in 2019, Successfully applied for Project Maple outbound specialist secondment role, High retention success rate
Outbound Call Center Agent
CPM Australia
02.2017 - 03.2018
- Working as a business to business consultant for CPM on behalf of NBN
- My role was to contact franchise's to discuss company communication options through data gathering & structure planning.
Builder Assistant
Naris Building Services
08.2015 - 03.2016
- Working outside my comfort zone - I spent 7 months at Naris completing various roles (this included but was not limited to admin work, including the ordering of materials as well as physical labor).
Senior Insurance Specialist
Lifebroker
07.2010 - 08.2015
- After earning my RG146 qualifications I worked for Lifebroker as a customer service officer with the main task of completing e-applications
- After a short time I was promoted to an insurance adviser providing clients with general advice based on their needs and circumstances
- I assisted my clients with their new business journey by providing quotes, SOA's & product information as well as their personal statements & the completion, as well as renewal of policies
- Key responsibilities included: Develop & execute sales strategies, Maintain & strengthen a large portfolio of clients, Coach, mentor & motivate sales team, Set sales budgets & hit weekly/monthly KPI's
- Key Achievements: I have worked within all consultant sales teams at Lifebroker and have been able to adapt to new 'split roles', Managed to achieve success in a specific 3 month target set by our consultant group leader which was rewarded with a 5 month working trip in London, Consistently met weekly & monthly KPI's
Data Entry Specialist
Interlink Group
01.2007 - 01.2010
- Interlink group is a company dedicated to mortgage & finance broking
- Key responsibilities: Data entry, Development of client interest, Manage client files, Customer service, Sales (limited)
Education
RG 146: Financial Planning -
Kaplan Learning Institute
Melbourne, VIC08.2011
High School Diploma -
Wheelers Hill Secondary College
Wheelers Hill, VIC11.2006
Skills
- High level computer skills (including but not limited to excel, word, powerpoint, OLAS, Case Track, VMMP)
- Excel spreadsheet building
- Over 10 years of experience in sales, customer service, consulting & retention conversation
- Experience in leadership (subject matter expert for retention)
- Fluent in Bosnian, Serbian & Croatian
Timeline
Retention Customer Service Representative
AIA Australia
12.2023 - Current
Retention Specialist
AIA Australia
05.2021 - 12.2023
Retention Customer Service Representative
AIA Australia
03.2018 - 05.2021
Outbound Call Center Agent
CPM Australia
02.2017 - 03.2018
Builder Assistant
Naris Building Services
08.2015 - 03.2016
Senior Insurance Specialist
Lifebroker
07.2010 - 08.2015
Data Entry Specialist
Interlink Group
01.2007 - 01.2010
RG 146: Financial Planning -
Kaplan Learning Institute
High School Diploma -
Wheelers Hill Secondary College
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