ISAAC WINDLE
Eagebly,QLD
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Claims Consultant
Claimsco
Arundel, QLD
02.2024 - Current
- Specialize in managing property claims related to hail storm damage, focusing on claim handling, documentation, and resolution.
- Process and review claims to assess coverage, determine claim value, and ensure accurate and timely payouts.
- Collaborate effectively with clients, contractors, and insurance adjusters to facilitate efficient claim resolution and address any issues that arise.
- Actively participate in team meetings and contribute to the development of best practices for claims management.
- Provide support and guidance to team members, sharing knowledge and expertise to enhance overall team performance and customer service.
- Assist in training new team members on claims processes and procedures, ensuring they are well-equipped to handle their responsibilities.
- Foster a collaborative work environment by promoting open communication and teamwork, leading to improved claim processing efficiency.
- Stay current with industry regulations and best practices to ensure compliance and effective claim management.
- Consistently meet KPIs and weekly targets for claim processing, demonstrating strong performance and reliability.
Debt Collector Agent
Queensland Treasury
Gold Coast, QLD
04.2023 - 01.2024
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained consistently high success rate of collecting on overdue accounts.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Analyzed customer financial records to determine appropriate payment plan.
Customer Service Representative
Scott's refrigerated logistics
Ormeau, Gold Coast
11.2022 - 03.2023
- Communicated delays and early arrivals to customers.
- Responded to customer messages in regards to delivery issues.
- Spoke with customers to ensure that expectations regarding deliveries had been met or exceeded.
- Utilized active listening and intelligent open-ended questioning to help build lasting relationships with customers.
- Optimized delivery routes, taking into account traffic, road conditions and other factors.
- Worked with freight carriers to resolve shipping problems locally and nationally.
- Opened and maintained customer accounts with current billing information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Relayed information between drivers and recipients regarding ETA and potential delays.
- Dispatched information to service providers to schedule freight movement.
- Identified root causes of service failures and implemented appropriate remediation measures to prevent future issues.
Call Center Customer Service Representative
Concentrix (Westpac Hardship Team )
Robina, QLD
07.2021 - 11.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to resolve service and billing issues.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Updated customer accounts, addresses and contact information within call management databases.
- Arranged for debt repayment or established repayment schedules based on customers' financial situations.
- Advised debtors on payment options and set up payment plans.
- Negotiated payment plans and arrangements.
- Educated customers on actions and strategies for debt repayment.
Call Centre
CONCENTRIX (Services Australia DSP)
Robina, QLD
06.2021 - 11.2021
- Whilst being employed as a contractor for concentrix I was previously contracted for covax after a few months of working on covax contract I was offered a position work to work in disability and cares department of Centrelink with 5 weeks of training and learning how to navigate through Centrelink systems.
- My job was to answer inbound calls and processing Centrelink documents and claims, I’m skill tagged at a APS4 Level
- My day to day roles included
- answering client calls following business imperatives every single call
- Centrelink included me to undertake this duties such as: Processing Centrelink Documents Processing Pandemic Leave payment claims Processing Payments Helping vulnerable people Helping clients who are suffering from Domestic Violence Proving customers with help they need Meeting KPI’S like AHT, Mentoring fellow colleagues Following step by step producers Navigating through the computer systems correctly Speaking with social workers and public trustee Checking producers daily for any updates Strong Listener and understanding, Whilst being employed at concentrix as contractor for covak (Medicare), My day to day activities would include answering inbound calls to customer all over Australia helping them with troubleshooting their myGov accounts meeting KPI’s, assisting customers with accessing their immunizations history statements
- Using medicare systems correctly
- Answering general medicare enquires and was trained in processing medicare documents along with updating clients records if required.
- Updated customer accounts, addresses and contact information within call management databases.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Consulted with customers regarding needs and addressed concerns.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Used available resources to provide efficient and accurate solutions for customer service requests.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Collected deposits or payments and arranged for billing.
CALL CENTRE REPRESENTATIVE
Salescorp 360
Surfers Paradise, QLD
03.2021 - 05.2021
- The position on at SalesCORP 360 was an outbound call centre roll
- The company worked on behalf of iselect, the role required me making cold calls to customers offering a offer free to do a comparison on there health insurance. The calls i would be making would be to customers living in Australia with a private health insurance cover.
- I would ask probing questions and begin to fill out the audit form online with all the customers details that they provide following compliance. After filling out the form with the customer would be advised that they are going to be transferred to Iselect Agent to Complete the Comparison
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Contacted new and existing customers to outline benefits of products.
- Improved overall customer purchasing experiences to promote steady revenue.
- Created successful strategies to develop and expand customer sales.
SALES REPRESENTATIVE
Promotions
Southport, QLD
03.2021 - 04.2021
- Whilst working at Bolt promotions, I learnt a lot about different type of sale techniques but mainly was focused on face to face sales working on the RSL campaign going to different sites each week eg shopping centres, local shops and sporting events. Whilst in this role i did lot of learning on how to grow and succeed within the sales industry
- However working at bolt promotions I’d use these technique such as: Engaging with customers Approaching customers to stop at the booth Building Rapport Shift break downs (Summary of the day) Filling out audit forms with customers making sure they tick the T&C correctly
- Developed key customer relationships to increase sales.
- Adhered to company initiatives and achieved established goals.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
Retail Assistant
NEWSXPRESS
HELENSVALE, QLD
02.2020 - 03.2021
- Whilst in this role and to further develop my skills, I have completed my Certificate III in Business during my employment. However during my time working here I have been undertaking the following duties:
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Sales of lottery tickets Providing exceptional customer service Opening and closing duties Training new staff Stock replenishment Cleaning duties
- Mentored junior team members and managed employee relationships.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Trained new team members in cash register operation, stock procedures and customer services.
- Discounted purchases by scanning and redeeming coupons.
- Helped customers find specific products, answered questions and offered product advice.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.
- Resolved and balanced cash drawers at end of shifts to generate accurate reports for cash registers.
CUSTOMER SERVICE
Ben & Jerry’s – GOLD COAST
Surfers Paradise, QLD
11.2017 - 12.2019
- Whilst working at Ben & Jerry’s, I was able to up skill in a number of areas and was also working at Coles however my key responsibilities in this role were; Providing high levels of Customer Service Supervisor duties Cash handling and register Training new staff Stock-take/Auditor duties Cleaning Stock rotation
CASHIER / CUSTOMER SERVICE
COLES – COOMERA TOWN CENTRE
Coomera, QLD
11.2018 - 04.2019
- Whilst working at Coles, I worked in a number of departments which provided me with some essential skills when dealing with Customers and Food Safety practices
- Different departments had different expectations and pressures, as a result of my ability to adopt and respond accordingly, I was able to work within the following departments.
- Maintained cleanliness and presentation of stock room and production floor.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Greeted customers and responded to informational requests.
- Recommended, selected, located and obtained products to meet customer needs.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Answered product questions with up-to-date knowledge of sales and store promotions.
Kitchen Hand Duties
SCHOOL BASED TRAINEESHIP , ZARRAFFAS
03.2017 - 11.2017
- OXENFORD Food preparation Cleaning Register work Cash Handling Customer service Drive Thru attendant
- Followed recipes and customer requests to prepare meals.
- Checked and recorded refrigerator and freezer temperatures to maintain food quality and freshness.
- Acquired new skills to support team and further accommodate customer needs.
- Washed and sanitized plates using industrial dishwashers according to manufacturer instructions.
Pizza Maker
Pizza Temptations
Upper Coomera, QLD
03.2016 - 09.2016
- Temptations Phone orders Cleaning Food Preparation Customer Service Cashier duties
- Organized food preparation stations and regularly replenished supplies.
- Communicated with customer to provide menu offering details and assist with decision-making.
- Modified standard recipes to address customer requests for substitutions or allergen concerns.
Education
12 CERTIFICATE -
UPPER COOMERA STATE COLLEGE
Upper Coomera, QLD2018
Skills
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
- Inbound and Outbound Calling
- Technologically Savvy
- Upselling Products and Services
- Responding to Difficult Customers
- Administration
- Computer Literacy
- Strong communication skills
- Strong administration skills
- Leadership
- Ability to meet KPI’s
- Excellent organizational skills
- Strong time management skills
- Excellent problem solving skills
- Very high standard of work quality
- Meeting Business imperatives
- Problem Solver
- Adaptable and Fast learne
- Motivated to achieve outcomes
- Strong sense of ethics
- Sound knowledge of Work Health And Safety principles
- Customer Data Confidentiality
- Customer Account Management
- Proficient and team player
- Excellent technological skills
- Punctual and reliable
- Active Listener
- Patience
- Negotiation
- Call Center Experience
- Conflict Resolution
- Debt Repayment Negotiation
- Claims Management: Expertise in handling property claims related to hail storm damage, including assessment, documentation, and resolution
- Claim Processing: Proficient in processing and reviewing claims to assess coverage, determine claim value, and ensure accurate payouts
- Dispute Resolution: Skilled in resolving disputes between clients, contractors, and insurance adjusters by facilitating negotiations and finding mutually agreeable solutions
Certification
- QLD License
- Cert III in Business Administration
Timeline
Claims Consultant
Claimsco
02.2024 - Current
Debt Collector Agent
Queensland Treasury
04.2023 - 01.2024
Customer Service Representative
Scott's refrigerated logistics
11.2022 - 03.2023
Call Center Customer Service Representative
Concentrix (Westpac Hardship Team )
07.2021 - 11.2021
Call Centre
CONCENTRIX (Services Australia DSP)
06.2021 - 11.2021
CALL CENTRE REPRESENTATIVE
Salescorp 360
03.2021 - 05.2021
SALES REPRESENTATIVE
Promotions
03.2021 - 04.2021
Retail Assistant
NEWSXPRESS
02.2020 - 03.2021
CASHIER / CUSTOMER SERVICE
COLES – COOMERA TOWN CENTRE
11.2018 - 04.2019
CUSTOMER SERVICE
Ben & Jerry’s – GOLD COAST
11.2017 - 12.2019
Kitchen Hand Duties
SCHOOL BASED TRAINEESHIP , ZARRAFFAS
03.2017 - 11.2017
Pizza Maker
Pizza Temptations
03.2016 - 09.2016
12 CERTIFICATE -
UPPER COOMERA STATE COLLEGE