James Awad
Sydney
Summary
With over three years of experience as a Customer Relations Manager, I excel in driving performance and cultivating highly engaged team cultures through effective coaching, mentoring, and development. My expertise extends to providing strategic subject matter guidance for critical programs, including assessing feasibility, outlining key considerations, and advising on effective solutions. I am dedicated to achieving business excellence by enhancing team effectiveness and delivering impactful results.
Overview
7
7
years of professional experience
Work History
Customer Relations Manager
TAL | BT Financial Group
12.2021 - Current
- Leading and motivating a team of up to 20 Insurance Service Consultant with a focus on mentoring and training to enhance skills and productivity.
- Proven track record of enhancing customer satisfaction and resolving issues promptly, consistently delivering high-quality service to improve overall customer experience.
- Regularly achieve an employee engagement score of 90%, with an 80% participation rate, through regular coaching, mentoring and development conversations.
- Played a pivotal role in the transition of BT Financial Group to TAL, ensuring a smooth integration of data and materials while upholding the highest standards of data integrity and confidentiality.
- Actively sought to streamline workflows and processes to optimise operational efficiency, identifying and addressing bottlenecks to improve overall performance.
- Successful in developing and maintaining strong relationships with key stakeholder, Business SMEs, across the Group to improve the customer experience strategy.
Product Subject Matter Expert (Life Insurance)
BT Financial Group
08.2019 - 12.2021
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Advised senior leadership teams on strategic initiatives by offering comprehensive technical insights and recommendations.
Wealth Consultant
BT Financial Group
08.2017 - 08.2019
- Assisted customers in understanding their life insurance policies and exploring options to retain their coverage.
- Regular engagement with policyholders who were considering lapsing or surrendering their policies and provided them with information on alternative solutions available within the our product offerings.
Education
Leadership Program - Leader As Coach
TAL
2023
Accrediation - RG146 Financial Services
Kaplan Professionals
2017
High School Certificate -
Good Samaritan Catholic College
Sydney2011
Skills
- Problem-Solving
- Customer Service
- Process Improvement
- Strategic Thinking
- Data Analytics
- Technical Proficiency
Timeline
Customer Relations Manager
TAL | BT Financial Group
12.2021 - Current
Product Subject Matter Expert (Life Insurance)
BT Financial Group
08.2019 - 12.2021
Wealth Consultant
BT Financial Group
08.2017 - 08.2019
Leadership Program - Leader As Coach
TAL
Accrediation - RG146 Financial Services
Kaplan Professionals
High School Certificate -
Good Samaritan Catholic College
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