Gayle Filbin
Glenmore Park
Summary
Dynamic and results-oriented Insurance Sales Consultant with a proven track record of delivering exceptional customer service and administrative support in high-pressure call center environment.
A strong customer-first mindset drives successful execution of business strategies, consistently surpassing KPIs and fostering team collaboration while excelling independently. Recognized for effectively managing escalated customer support and sales challenges across a diverse clientele, contributing to enhanced customer satisfaction.
Committed to continuous improvement with a focus on streamlining systems and processes to achieve significant organizational efficiencies and cost reductions that yield value-added outcomes.
Overview
20
20
years of professional experience
Work History
Insurance Sales Consultant
NRMA Insurance
09.2010 - Current
- Customer service: prompt and professional via high-volume inbound call centre, outbound contact and emails.
- Customer support: quoting, policy amendments, underwrite new business, cancellations, refunds, process payments, claims assistance
- Customer satisfaction: providing comprehensive advice on insurance products, policy options and customizing coverage to meet individual needs.
- Improved customer retention rates through prompt communication, proactive problem-solving and relationship-building efforts.
- Complaints handling: enquiry and management to resolution.
- Data integrity: record and maintain workplace information.
- Streamlining systems and processes to maximise efficiencies, continual improvement reviews.
- Developed strategies to increase sales performance.
- Collaborate closely with underwriters for accurate policy pricing by providing comprehensive client information and risk assessments.
- Expanded product knowledge by attending industry conferences, training sessions, and webinars to stay current with market trends.
- Enhanced team performance through regular collaboration, sharing best practices, providing constructive feedback to colleagues.
- Use resources to clarify processes and procedures.
- Management and maintenance of workplace equipment.
- Achieved consistent monthly sales targets by meeting or exceeding performance metrics.
- Actively prepared to coach colleagues and new recruits.
Customer Financial Services Representative
Commonwealth Bank (Retail Banking Services)
02.2009 - 09.2010
- Provide customer facing service excellence by understanding and practicing Bank's customer service standards.
- Interact with customers to develop and maintain solid customer relationships.
- Enhanced customer satisfaction by addressing and resolving customer enquiries and complaints in professional manner.
- Identify products and services relevant to customer's needs and ensure information is effectively communicated.
- Managed sensitive customer information with strict adherence to privacy regulations and company policies.
- Accurately process transactions in the branch with a high level of speed and efficiency.
- Optimise branch income by collecting appropriate fees.
- Balance sales referral opportunities and evolving product knowledge.
- Coach colleagues and train new recruits within scope of role.
- Participated in ongoing professional development to stay current on federal regulations pertaining to Finance industry.
Corporate Client Services Representative
Pfizer Australia Pty Ltd
11.2006 - 10.2007
- Customer service and support to the Corporate Services Team.
- Provide high level of data entry and administrative services by ensuring all systems and processes are maintained.
- Managed high volume work loads, maintaining professionalism and composure under pressure.
- Mobiles: ordering of, service, repair and liaison with providers.
- Credit Cards: applications, renewals, cancellation of and liaison with providers.
- Qantas: administering membership applications, managing account renewals, cancellations and liaison with Qantas.
- Courier services: arranging and liaison with service providers.
- Cancellation of company property for terminating employees.
- Management of corporate and general stationery supplies.
- Effective management of filing systems- electronic and paper.
- Finance Administration: expenses and invoice processing.
- Expedited problem resolution by escalating critical issues to appropriate personnel when necessary.
- Collaborated with internal departments to resolve complex client issues, resulting in improved customer satisfaction ratings.
- Improved team efficiency with organization of client records and documentation.
- Developed strong relationships with corporate clients, ensuring their needs were met in a timely manner.
- Developed a reputation as a trusted point of contact for both internal teams members and external stakeholders.
- Maintained strict confidentiality of sensitive client data, adhering to all applicable regulations and company policies.
- Contributed positively to the overall success of the Corporate Services team by actively participating in team meetings and sharing best practices with colleagues.
Marketing Co-ordinator
Thompsons Tours
11.2005 - 08.2006
- Supporting Product development in all areas and development of Marketing programs.
- Management and quality control of advertising: Flyers, Electronics Mailers and Reader Offers.
- Monitor competitor activity.
- Liaison with Advertising and Public Relations to coordinate artwork and advertisement placement.
- Assist with workshop planning and brochure coordination.
Education
RF Scanning/Voice Picking Warehouse Supply Chain
Learning Sphere RTO
Parramatta, NSW 08-2025
Certificate III - Financial Services
Insurance Australia Group
Parramatta, NSW01.2012
Certificate IV - Training and Assessment TAE40110
MRWEB
01.2011
Skills
- Organised and dependable team player, successful at managing multiple priorities with positive approach and attitude
- Strong written and verbal communication skills
- Build rapport by providing professional customer service
- Proactive in assuming additional responsibilities
- Attention to detail: keeping clear and concise electronic records
- Ensure best practice and compliance in execution of duties to achieve workplace outcomes
- Adhere to and follow WHS policies and procedures
- Risk management: Risk award for leading by example: consistently identifying and lodging customer dissatisfaction
- Problem-solving and critical thinking
- Multitasking Abilities with growth mindset
- Fire Warden
Timeline
Insurance Sales Consultant
NRMA Insurance
09.2010 - Current
Customer Financial Services Representative
Commonwealth Bank (Retail Banking Services)
02.2009 - 09.2010
Corporate Client Services Representative
Pfizer Australia Pty Ltd
11.2006 - 10.2007
Marketing Co-ordinator
Thompsons Tours
11.2005 - 08.2006
Certificate IV - Training and Assessment TAE40110
MRWEB
RF Scanning/Voice Picking Warehouse Supply Chain
Learning Sphere RTO
Certificate III - Financial Services
Insurance Australia Group
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