Summary
Overview
Work History
Education
Skills
Extra Curricular
Referees
Timeline
Generic

Josiah Hoang-Le

Preston,VIC

Summary

Dynamic and results-driven professional with a proven track record of adapting quickly and excelling in fast-paced, evolving environments. Skilled in leadership, training, and team support, with a strong ability to work independently and collaboratively. Committed to delivering exceptional customer experiences while driving business objectives. Seeking an opportunity to contribute expertise and grow within a forward-thinking organization.



Overview

10
10
years of professional experience

Work History

Assistant Broker

T&Thy Insurance
09.2022 - 10.2024
  • Maintained thorough knowledge of insurance through Continuing Professional Development (CPD) points to meet industry requirements.
  • Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
  • Preparing and sending insurance quotes, renewal notices, and policy documents.
  • Generating and issuing invoices and certificates of insurance.
  • Maintaining accurate records and databases for client and policy details.
  • Responding to client inquiries via phone, email, and in person in a timely manner.
  • Providing information on policy options, coverage, and claims processes.
  • Assisting with policy amendments, cancellations, and endorsements.
  • Supporting clients through the claims process by gathering necessary documentation.
  • Liaising between clients and insurers to ensure timely resolution of claims.
  • Managing pre-renewal processes, including gathering updated client information.
  • Preparing renewal reports and ensuring timely delivery to clients.
  • Assisting in the training of new staff members.
  • Assisting with the development and implementation of process improvements.
  • Creating and updating standard operating procedure training materials.
  • Conducting market research to compare policies and premiums across insurers to support brokers in securing the best options for clients.
  • Coordinating and negotiating with underwriters and insurers to clarify terms and secure policies.
  • Tracking deadlines for policy renewals, claims, and other time-sensitive tasks.
  • Assisting with the development and implementation of process improvements.
  • Managing accounts receivable by generating detailed reports, conducting follow-ups through email and phone
  • Offering alternate payment methods and coverage options to support client needs.
  • Sending payment reminders and follow-ups in a consistent and professional manner.
  • Tracking and documenting all communications with clients for accurate record-keeping
  • Proficient in Insight


Customer Documents Advisor, B&PB Fulfilment

NAB
02.2020 - 03.2021
  • Inspect loan applications for compliance with industry standards, company policies and procedures including AUSTRAC, CRS, KYC & FATCA
  • Identifying High Priority customer requests and escalating using the correct protocols to ensure settlement/drawdown deadlines are met
  • Mentored and trained new team members through the buddy system
  • Effectively communicating with bankers, analysts and advisors under time pressures to solve problems and provide solutions to execute customer requests in a timely manner
  • Facilitating Buzz meetings every morning
  • Produced and update daily learnings to improve overall quality of work for the team
  • Trained and managed a team of 6 AOM consultants loaned to our business unit as part of the pandemic response
  • Reviewed and monitored all work completed by the AOM consultants, quality checking and providing feedback before submission
  • Provided daily performance analytics to team lead using the 'IQC Process Confirmation Tool' for each AOM consultant
  • Built strong relationships with the AOM team; motivating and instilling confidence in their performance
  • Equifax/ Veda Searches
  • Proficient with Siebel, EBOBS & Docwiz

Sales and Events Coordinator (Phone Role)

Fun-Lab
03.2018 - 11.2019
  • Opened new accounts and documented personal and payment information in system
  • Established excellent sales ability and strong interpersonal skills using phone
  • Consistently met targets in After Call Work, First Call Outcomes and Wait Times
  • Provided information about available products and services including future promotions and pricing
  • Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints
  • Handled clients end-to-end to ensure personalised customer service
  • Initiated outbound administrative requests by phone and e-mail
  • Refunded payments and offered credits to achieve customer satisfaction
  • Used consultative sales approach to understand customer needs and recommend relevant products and services
  • Assisted team members with workload to hit team targets

Sales Assistant

Country Road Group
12.2019 - 02.2020
  • Processed transactions accurately while maintaining a high level of customer service.
  • Handled both credit and debit card payment processing
  • Maintained well-stocked and organized sales floor with latest merchandise
  • Fostered relationships with customers to expand customer base and enhance loyalty and retention.
  • Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
  • Met and exceeded sales targets consistently
  • Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.

General Manager

Loving Hut Northcote
02.2015 - 03.2018
  • Produced Front of House Staff Training Manual
  • Motivate team members with incentives, challenges and both individual and team targets
  • Ensuring business is in line with strict hygiene, health and safety guidelines
  • Delivered in-depth training to team members in food preparation and customer service
  • Maintained safe working and guest environment to reduce risk of injury and accidents
  • Resolved challenging customer complaints to full satisfaction; promoting brand loyalty
  • Maintained adequate staffing to ensure excellent customer experience whilst working within wage expenses

Education

Melbourne High School
South Yarra, VIC

Skills

  • Analytical Problem Solving
  • Client Relationship Management
  • Call centre experience
  • Customer Complaint Resolution
  • Data Entry Management
  • Computer proficiency

Extra Curricular

  • Volunteer for Headspace (Youth mental health) 2019

Referees

Thong Ho

Director, T&Thy Insurance

0403 126 433

Nicole Belevski

Senior Broker, T&Thy Insurance

0432 736 763

Timeline

Assistant Broker

T&Thy Insurance
09.2022 - 10.2024

Customer Documents Advisor, B&PB Fulfilment

NAB
02.2020 - 03.2021

Sales Assistant

Country Road Group
12.2019 - 02.2020

Sales and Events Coordinator (Phone Role)

Fun-Lab
03.2018 - 11.2019

General Manager

Loving Hut Northcote
02.2015 - 03.2018

Melbourne High School

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Josiah Hoang-Le