Fiona Cumine
Alkimos
Summary
Dynamic Leader at Suncorp Insurance with a proven track record in enhancing customer satisfaction and building high-performing teams. Skilled in complaint resolution and team leadership, I successfully improved service delivery protocols, achieving a significant boost in customer satisfaction scores while fostering a culture of collaboration and continuous improvement. Known for teamwork, adaptability and consistently delivering results. Recognised for excellent communication skills and proactive approach to problem solving.
Overview
6
6
years of professional experience
Work History
Event Major Loss Manager
Suncorp Insurance
02.2022 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
TSO Team Leader
Suncorp Insurance
11.2021 - 02.2022
- Actively motivate, develop and coach team members to deliver a brilliant service when interacting with stakeholders and customers (be genuine, make it easy, own it and find solutions) and develop a high performing culture within the teams.
- Create and deliver a plan to drive team capability to uplift performance including reduce potential leakage through robust claim review process, work actively to contribute towards a reduction in claim escalations, and leakage, ensuring diligent resolution of complaints and escalated referrals
- Ensure individual and team compliance with all internal policies, laws, regulations, industry codes and and report any breaches as they occur
- Day-to-day operations of the team to delegate critical daily tasks such as referrals, payment approvals, critical activity management within Claim Centre, coaching and any priority tasks as directed by Manager and ensure your team members deliver on these tasks.
- Create a culture that balance customer needs with business outcomes; and proactively identifies feedback and insights to improve the claims process and customer experience
- Create and maintain a safe environment to raise claim issues for discussion in the Solve Rooms.
- Monitor and drive Technical Support Officers to ensure delegated tasks are met within SLA and holding team members accountable to deliver on their objectives
- Proactively identify potential risks and mitigate where possible to avoid unnecessary escalation of a claim
- Build effective and trusted relationships with Managers, other Firstline Leaders and External Stakeholders, in line with Suncorp’s service excellence standards and principles
- Actively support the team during major events and catastrophes, in line with the Event Response Plan
- Support project work as required
- Role model the Suncorp Our Compass Behaviours and Code of Conduct and drive awareness of Safety and wellbeing
- Positively contribute to team engagement as well as enhance your teams engagement to create a vibrant, supportive culture within the structure. and act to enhance own and others’ safety and wellbeing
Technical Support Officer
Suncorp Insurance
06.2020 - 11.2021
- Provide assistance to Internal Stakeholders on technical and service matters including escalations, delegations of authority, systems queries, decline letters, business procedures and policy/claim coverage questions which are legally compliant and balance the needs of the customer with the business.
- Develop and deliver technical coaching and training as required, supporting the Technical Services Advisor
- Triage Claims referrals received via multiple channels to identify and evaluate individual risk/complexity factors to determine and counsel on a claim management strategy
- Contribute to creation of development plans by Managers for Client Managers through feedback on performance including, identified skills gaps and compliance quality standards.
- Deliver timely and accurate reports on observation outcomes to Managers as required and where appropriate analyse results and provide recommendations for improvement on an individual, team and departmental basis.
- Build and maintain effective working relationships with peers and key stakeholders to help drive customer and business performance outcomes.
- Effective resolution of escalated complaints.
- Complete quality auditing and side by side monitoring to ensure quality of performance, adherence to process and procedure
Major Loss Events Claims Manager
Suncorp Insurance
01.2019 - 06.2020
- First point of contact for insured
- Direct point of contact and support for insured for entirety of claim life
- Management, liaison and progression of claim over $100k
- Communication and liaison between Customer, assessor and panel vendors to ensure actions are completed in a timely manner as well as with proficiency and compliance to Suncorp assessment and process
- Facilitation of work orders, compliance regulations as per assessment process
- Understanding and interpretation of high- level estimates, builders Scope of Works and Engineers report
- Supporting internal and External customers in accordance with Suncorp’s values
- Supporting, contributing, and adhering to all KPI’s and targets on an individual and team level
Education
High School Diploma -
Lynwood Senior Highschool
Perth, WA11-1995
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Teamwork and Collaboration
- Complaint Resolution
- Staff training and development
- Task delegation
- Goal setting
- Documentation and reporting
- Relationship building
- Policy implementation
- Key performance indicators
- Emergency response
Accomplishments
- Commence working with Suncorp 11th Jan 2016) in a part-time position with quick progression to full time.
- Successful Migration from Claim Services to Client Manager in Events > Major Loss BAU > Major Loss Events > TSO Events Secondment > Major Loss Events TSO > TSO Leader > Event Major Loss Manager
- Nominated to undertake virtual onboarding training for new
- Consistent performance review results of High Successful or Exceeding
- Being engaged to construct, manage and role out Major Loss CM training facilitation to all new teams for Major Loss as well as lead and manage the TSO Team in conjunction with my CM team conjunctively for 2 months until a TSO Leader was appointed
- Being tasked to manage and run the RHF pilot programming for the 2022 Floods – Government Resilience Home Fund Grant for flood affected residents & insureds
- Being invited to be part of two additional working groups, to deliver better outcomes and initiatives to the business
Languages
English
Full Professional
Timeline
Event Major Loss Manager
Suncorp Insurance
02.2022 - Current
TSO Team Leader
Suncorp Insurance
11.2021 - 02.2022
Technical Support Officer
Suncorp Insurance
06.2020 - 11.2021
Major Loss Events Claims Manager
Suncorp Insurance
01.2019 - 06.2020
High School Diploma -
Lynwood Senior Highschool
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