Janelle Williams
New Beith,QLD
Summary
Accomplished Member Services Team Leader at Bupa Health Insurance, adept in people management and problem-solving, significantly enhanced team productivity and customer satisfaction. Leveraged teamwork, coaching, and performance improvement skills to foster a collaborative and efficient work environment, achieving top-tier team performance metrics. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
24
24
years of professional experience
Work History
Member Services Team Leader
Bupa Health Insurance
01.2014 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Assisted in recruitment to build team of top performers.
- Promoted high standards through personal example to help each member understand expected behaviours and standards.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Member Services Assessor
Bupa Health Insurance
06.2005 - 12.2013
- Managed workload effectively by prioritizing tasks according to deadlines while maintaining attention to detail in all aspects of the assessment process.
- Provided guidance to junior staff members on best practices for data collection and analysis, fostering a supportive and collaborative work environment.
- Maintained up-to-date knowledge of industry best practices, attending professional conferences and participating in ongoing training opportunities.
Contact Center Representative
Bupa Health Insurance
09.2000 - 05.2005
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
Education
High School Diploma -
Shailer Park State High School
Shailer Park, QLDSkills
Teamwork and Collaboration
Problem-Solving
Attention to Detail
Team motivation
People Management
Coaching and Mentoring
Performance Improvement
Work Planning
Goal Setting
Mentoring
Time Management
Multitasking Abilities
Timeline
Member Services Team Leader
Bupa Health Insurance
01.2014 - Current
Member Services Assessor
Bupa Health Insurance
06.2005 - 12.2013
Contact Center Representative
Bupa Health Insurance
09.2000 - 05.2005
High School Diploma -
Shailer Park State High School
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