Giovanna Stojcevski
Wollongong,NSW
Summary
Dedicated and versatile Leader with 15+ years of experience in managing diverse administrative and operational functions in insurance and retail industries. Passionate about fostering a positive culture, empowering individuals, and achieving results through clear structures, routines, and expectations. Goal is to deliver exceptional teamwork, enhance communication, and maintain transparent relationships.
Overview
27
27
years of professional experience
Work History
TEAM LEAD, CCC Sales and Service
IAG
11.2021 - Current
- Safety and Wellbeing: Ensuring a safe workplace environment.
- Leadership and Engagement: Leading in a manner consistent with IAG's cultural values and providing one-on-one coaching to build team capability.
- Oversee diverse responsibilities including budgetary, financial, delegated tasks and staff management.
- Feedback and Recommendations: Offering timely feedback and insights to the Customer Delivery Manager to enhance team performance.
- Compliance and Quality: Overseeing compliance routines, developing risk mitigation plans, and identifying continuous improvement opportunities.
- Coaching and Development: Implementing tailored coaching plans to achieve customer growth and efficiency targets, and maintaining skill levels through various methods, including direct customer interactions.
- Process Capability: Enhancing process capability through training and technical guidance.
- Customer Experience: Repairing customer experiences by addressing complaints and managing complex workflow incidents and escalations.
- Maintained high standards in both team efficiency and client contentment
TEAM LEAD, NRM/SGIC MOTOR CONCIERGE
IAG
11.2018 - 01.2021
- Leading a team for the overall consistent performance and positive culture of approximately 18 consultants.
- Monitor, respond, and manage process capability and workflow allocation to drive results.
- Coordinate and manage remediation plans to bring portfolio up to date.
- Over 25,000 claims portfolio.
- Undertake routines to drive outcomes for KPI, including weekly planning and intraday reporting.
- Ensuring customer enquiries and complaints are dealt with in a timely manner.
- Drive the team to meet results and be a positive influence for our front-line colleagues.
- Maintain activities that mitigate against risk and identify opportunities to drive continuous improvement.
- Effective coaching of colleagues by identifying skills gap through side-by-side coaching, quality listening, and mentoring.
- Coordinate resourcing to deliver effective team and business outcomes, including flex and RDO management, absenteeism management, assignment of workload distribution, etc.
- Develop and manage R&R Team to drive connectedness and positive team culture.
- Support and uplift process capability through training, including peer-to-peer coaching.
- Ensure a workplace of safety and well-being for our people.
MOTOR CLAIMS SPECIALIST
IAG
11.2014 - 01.2018
- Processed payments for valid claims according to established procedures.
- Facilitated communication between claimants, providers, attorneys, adjusters, employers, and other parties involved in a claim.
- Reviewed and analyzed insurance claims to determine validity, completeness, accuracy, and eligibility for payment.
- Investigated complex or high-value claims to identify discrepancies and fraud indicators.
- Performed quality assurance reviews on new hires' work product.
- Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
Project Management
IAG
01.2012 - 01.2013
- Created a detailed project plan that outlines tasks, timelines, resources, and milestones.
- Provided technical support when using project management software system
- Coached project management teams on recognizing and minimizing risks, using key actual projects as examples.
Administration and Operations
IAG
11.2010 - 01.2011
- Real-time analysis for over 250 consultants.
- Ensure that rosters are cost-effective, and use of resources is efficient.
- Ensure workforce needs are monitored and liaise with the Team Leader to replenish staffing resources, reducing the need to engage agency staff.
- Preparing exhausted sick leave documents for leaders.
- Managed daily administration and operations of beverage department, answering questions and monitoring task prioritization.
Home Assessor
IAG
11.2008 - 01.2009
- Conducted assessments and interviews with clients to determine eligibility for services.
- Advised management of potential risks associated with assessment results and recommended strategies for mitigating them.
- Performed quality assurance reviews on completed assessments prior to submission.
MOTOR CLAIMS and HOME CLAIMS
IAG
04.2004 - 01.2008
- Analyzed customer complaints and initiated appropriate corrective actions.
- Evaluated customer claims to ensure compliance with company policies and procedures.
- Developed and implemented strategies for improving customer service satisfaction levels.
- Researched customer inquiries, identified root causes of problems, and resolved issues in a timely manner.
- Managed the processing of refunds including verifying accuracy of refund requests and preparing necessary paperwork.
- Maintained records of all customer claims and resolutions in the database system.
- Provided guidance to staff members on proper handling of customer disputes related to refunds or credits.
- Coordinated with other departments such as accounting, sales, billing, collections or legal regarding refund and credit activities when needed.
- Conducted regular audits of departmental processes and procedures in order to ensure compliance with regulatory requirements.
- Performed quality checks on completed claims documents prior to submission for approval.
- Communicated regularly with customers via email or phone calls regarding their claim status updates.
- Participated in meetings with senior management teams discussing new initiatives related to process improvements or efficiency gains within the department.
Shift Manager
Mc Donalds
04.2001 - 01.2005
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Monitored store operations to ensure compliance with company policies and procedures.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Conducted daily shift meetings to review sales goals, safety issues, promotions, and other topics.
- Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.
- Provided coaching and guidance to team members when necessary to improve performance.
- Managed the scheduling of staff shifts to ensure adequate coverage at all times.
- Processed weekly payroll information using appropriate software applications.
Crew Trainer
Mc Donalds
04.1998 - 01.2000
- Developed and implemented training programs to ensure crew members were adequately prepared for their roles.
- Conducted onboarding sessions with new hires, providing them with an overview of company policies and procedures.
- Identified areas of improvement within the team by implementing regular assessments and evaluations.
- Created detailed reports on employee performance metrics for senior management review.
- Managed daily operations of the training department, including scheduling classes and designing materials.
- Collaborated with other trainers to develop effective methods for teaching new concepts.
- Organized team building activities to foster a positive work environment among crew members.
Education
Certificate III -
Financial Services
Certificate III -
Retail
Skills
- Leadership: Inspiring and guiding team members towards achieving common goals This includes setting a clear vision, motivating the team, and leading by example
- Coaching and Development: Providing guidance and support to help team members grow professionally This includes offering constructive feedback, identifying development opportunities, and encouraging continuous learning
- Adaptability: Being flexible and open to change This skill is crucial for navigating the dynamic nature of work environments and for implementing new strategies or processes
- Communication: Clearly conveying information, expectations, and feedback Effective communication also involves active listening and ensuring that team members feel heard and understood
- Commitment: Showing dedication to the team’s goals and the organization’s mission This involves consistently putting in the effort to support the team and achieve objectives
- Strategic Thinking: I plan and execute strategies that align with the organisation’s goals This involves setting long-term objectives, anticipating future challenges, and making informed decisions
Timeline
TEAM LEAD, CCC Sales and Service
IAG
11.2021 - Current
TEAM LEAD, NRM/SGIC MOTOR CONCIERGE
IAG
11.2018 - 01.2021
MOTOR CLAIMS SPECIALIST
IAG
11.2014 - 01.2018
Project Management
IAG
01.2012 - 01.2013
Administration and Operations
IAG
11.2010 - 01.2011
Home Assessor
IAG
11.2008 - 01.2009
MOTOR CLAIMS and HOME CLAIMS
IAG
04.2004 - 01.2008
Shift Manager
Mc Donalds
04.2001 - 01.2005
Crew Trainer
Mc Donalds
04.1998 - 01.2000
Certificate III -
Financial Services
Certificate III -
Retail
Similar Profiles
Patrick HanPatrick Han
Lead, Customer Delivery at IAGLead, Customer Delivery at IAG
Caroline HedgesCaroline Hedges
Personal Insurance Consultant at IAGPersonal Insurance Consultant at IAG
DOMINIQUE BUTSONDOMINIQUE BUTSON
Manager, Intermediated Risk Enablement at IAGManager, Intermediated Risk Enablement at IAG
Violeta MitrevskaVioleta Mitrevska
Change Lead – Retail Insurance Australia, Property Fulfilment Transformation Program at IAGChange Lead – Retail Insurance Australia, Property Fulfilment Transformation Program at IAG
Matthew KennedyMatthew Kennedy
Security Officer at SXPSecurity Officer at SXP