Jeanette (Jen) McCarthy
Kallangur,Australia
Summary
Dynamic and highly motivated professional with over 6.5 years of Quality Assurance experience in the insurance industry, demonstrating exceptional organizational skills and a strong commitment to excellence. Versatile in adapting to diverse workplace environments, thriving on setting and achieving ambitious goals while embracing challenges. Proven ability to work effectively both independently and as part of a team, consistently delivering results under pressure with keen attention to detail. Dedicated problem solver focused on ensuring thoroughness and accuracy in all tasks, contributing to overall operational success.
Overview
23
23
years of professional experience
Work History
Senior Quality Assurance Consultant
Auto & General
02.2022 - Current
- Spot Checks: Conduct comprehensive spot checks on QA evaluators to maintain accuracy and compliance amongst Sales, Service, Partner & Claims
- Stakeholder Engagement: Communicate effectively with stakeholders through reports, written and verbal discussions
- Appeal Management: Process, answer and resolve appeals
- QA Questions: Respond to and address questions from QA Evaluators
- Side-by-sides: Provide individual coaching sessions
- Guideline Maintenance: Update and maintain evaluation guidelines
- Consultant Training: Train and develop new QA Consultant.
- Calibration: Regularly calibrate evaluations to ensure accuracy and compliance
- Data Reconciliation: Reconcile updates to maintain data integrity
Quality Assurance Consultant
Auto & General
07.2019 - 02.2022
- Evaluate Sales, Service and Partner calls ensuring Accuracy & Compliance
Customer Service Consultant
Auto & General
02.2017 - 07.2019
- Outbound Customer Service Consultant October 2018 – July 2019
- Customer Solutions Consultant April 2018 – October 2018
- Customer Support Consultant July 2017 – April 2018
- Multi Skilled Customer Service Consultant February 2017 – July 2017
Receptionist/Practice Manager
Confidentures Denture Clinic Auckland, NZ
05.2013 - 12.2016
- Data entry
- Customer Service
- Sales/KPI’s
- Scheduling bookings
- Invoicing
- Patient follow ups
- Monthly reporting
- Time management
- Managing marketing and advertising
- Advert design
- Problem solving in difficult situations
- Ordering stock
- Ensuring a clean and sterile clinic
Bar Staff/Occasional Duty Manager Duties
Mavericks Bar Auckland, NZ
01.2003 - 01.2004
- Providing customer service.
- End of day reconciliation.
- Banking.
- Gambling machine duties.
- Opening and closing of premises.
- Daily sales transactions.
- Conflict resolution.
- Ensuring a clean and well presented establishment.
Education
NZIM Certificate - Business Management - Level 4
CornerStone Correspondence
01.2016
NatCert - Business Admin and Computing - Level 2
Skills Update Auckland, NZ
Auckland, NZ01.2012
NatCert - Computing – Level 2
Skills Update Auckland, NZ
Auckland, NZ01.2012
Intro to Microsoft Applications - Level 1
Free4U Auckland, NZ
Auckland, NZ01.2011
School Certificate/6th Form Certificate - undefined
Tamatea High School Napier, NZ
Napier, NZ01.1997
Skills
- Excellent time management and organisational skills
- Accurate data entry
- Strong attention to detail
- Problem solving
- Goal setting and achieving
- Successful communication skills in all areas, verbal, written and listening
- Adherence to work
- Reliable
- Dedicated
- Ability to learn new systems and processes in a timely manner with hands on learning
- Independent and team worker
- Customer Service
- System Navigation
- Achieving high KPI’s
- Effective communication skills
- Adherence
- Working as part of a team
- Positive responses in challenging scenarios
- High attention to detail
- Providing clear and relevant feedback to stakeholders
- Ability to identify areas of work that need evaluating and contributing to ideas to enhance the efficiency of a process
- A great understanding and a desire to know the ‘whys’ behind the way we do things
Accomplishments
- Tier 2 Accreditation to Provide General Advice in General Insurance
- Coaching Conversations Leadership Development program
- Dealing with the Tough Stuff Leadership Development program
- Business Management Certificate Level 4
- Business Administration and Computing National Certificate Level 2
- Computing National Certificate Level 2
- Three and a half years’ experience as Practice Manager of a small Denture Clinic
Interests
Family, Spending time outdoors, Movies
Timeline
Senior Quality Assurance Consultant
Auto & General
02.2022 - Current
Quality Assurance Consultant
Auto & General
07.2019 - 02.2022
Customer Service Consultant
Auto & General
02.2017 - 07.2019
Receptionist/Practice Manager
Confidentures Denture Clinic Auckland, NZ
05.2013 - 12.2016
Bar Staff/Occasional Duty Manager Duties
Mavericks Bar Auckland, NZ
01.2003 - 01.2004
NatCert - Business Admin and Computing - Level 2
Skills Update Auckland, NZ
NatCert - Computing – Level 2
Skills Update Auckland, NZ
Intro to Microsoft Applications - Level 1
Free4U Auckland, NZ
School Certificate/6th Form Certificate - undefined
Tamatea High School Napier, NZ
NZIM Certificate - Business Management - Level 4
CornerStone Correspondence