Julie Hiron
Jindabyne,NSW
Summary
Highly experienced and empathetic professional with over two decades of dedicated service in customer relations. Possessing a natural aptitude for analytical thinking and a rapid learning pace, I excel in both verbal and written communication. My passion for aiding others drives me to establish and nurture enduring, positive connections with customers, team members, and stakeholders from varied backgrounds, consistently striving toward shared objectives and accomplishments.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Playbill Australia – Entertainment Company
10.2023 - 12.2024
- Manage incoming emails for a variety of sports team’s inquiries re merchandise orders
- Assist with re-packaging returned merchandise to be sent to the warehouse
- Sell merchandise at concerts and sporting events
- Assist with Ad-hoc admin tasks as required.
Lifecycle Specialist (Retentions)
Australian Unity
01.2024 - 04.2024
- Answer all inbound calls to promote the company’s products and services, as a retention specialist, the primary goal is to retain existing members who have expressed intentions to cancel their membership
- Deliver first call resolution and endeavor to resolve all member inquiries efficiently, and in a professional manner
- Liaise with internal stakeholders regarding insurance policies
- Provide a consultative approach while problem-solving to find a resolution which works for both the business and the customer.
Service Receptionist
Suttons Arncliffe – Car Dealership
03.2023 - 09.2023
- Deliver an excellent level of customer service and maintain a strong NPS score
- Understand customer’s needs and communicate these to the Workshop Managers and the Service Advisers
- Provide quotes for vehicle repairs and assist with invoicing
- Book appointments for car servicing and repairs
- Create job cards for the mechanics.
Claims Adviser
Suncorp – GIO insurance.
08.2022 - 02.2023
- Effectively manage Worker’s Compensation Claims, dealing with the complete process from notification to acceptance or declining as appropriate, whilst providing a consistent and quality service to all claimants
- Listened to, and understood the individual needs of each claimant
- Developed a good relationship with all Claimants, Employers and Rehabilitation providers, by providing a personal service and undertaking regular contact calls to meet GIO claim management requirements
- Accurately recorded all events/details and actions relating to the claimant to iCare standards
- Worked proactively to process claims by regular contact with the Claimant, the Employer and the Rehabilitation and Medical Service Providers
- Ensured file notes and the Injury Management Plan met internal Quality Analysis, and iCare standards.
Document Management Officer
Suncorp
05.2019 - 08.2022
- Privacy check Workers Compensation files, for S126, S74, Subpoena files and Disk for Litigation, before files were sent to internal and external solicitors
- Order hardcopy files as needed
- Liaise with Claims Advisers and other departments
- Processed Rescan files – involved re-filing to the correct claim
- Sort daily mail and scan to the appropriate teams
- Updated databases for record-keeping purposes.
Customer Service Officer (Suncorp inbound call centre)
Suncorp
03.2019 - 05.2019
- First point of contact for customer service telephone calls
- Resolve customer inquiries quickly, efficiently and to a high standard
- Retained customers by resolving their concerns and providing excellent service
- Assisted with invoice inquiries from service providers.
Customer Service Officer – inbound call centre
Link Group – REST Superannuation Campaign
07.2017 - 03.2019
- Deliver high-quality customer service on inbound and outbound calls
- Provide efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution to ensure an outstanding member experience
- Identify opportunities with callers to provide information regarding ‘value add’ services such as Financial Advice and the online tools and calculators
- Customer Retention when customer called to rollover super to another fund
- Openness to feedback and willingness to develop professionally
- Positive participation in the team, and in team meetings to discuss and share ideas and achievement of goals
- Support peers and colleagues to deliver results within the contact center, and broader Link Group
- Comply with company Privacy and Financial Advice policy and procedures.
Westpac Connect Banker – inbound Call Centre
Peakbound
10.2016 - 07.2017
- Answer all account inquiries and assist with internet banking
- Provide information regarding Westpac products and services (cross-sell)
- Educate customers on credit card cycles, statements, and interest-free periods
- First call resolution
- Disputes resolution
- Manage customer complaints
- Customer retention when wanting to change banks
- Comply with Westpac’s compliance, policy, and procedures.
Personal Banking enquiries and loans officer
St George Bank
04.2016 - 09.2016
Westpac Personal Banking Enquiries
Customers 1to1
09.2015 - 04.2016
Planner Pathway Program/Customer Service Officer/Compliance Officer/Planner Records Officer
AMP
09.2005 - 12.2008
Communications and Process Officer (Compliance Admin)
Commonwealth Bank
01.2000 - 01.2005
Education
Diploma of Financial Services -
01.2006
Diploma of Counselling -
Skills
- Organisational skills
- Time management skills
- Initiative
- Customer Service Skills
- Written communication skills
- Verbal communication skills
- Independent work
- Teamwork
- Attention to detail
- Research skills
- Problem solving skills
- Analytical skills
- Enthusiasm
- Strong work ethic
- Flexibility
- Creative thinking
- Meeting KPIs
Timeline
Lifecycle Specialist (Retentions)
Australian Unity
01.2024 - 04.2024
Customer Service Representative
Playbill Australia – Entertainment Company
10.2023 - 12.2024
Service Receptionist
Suttons Arncliffe – Car Dealership
03.2023 - 09.2023
Claims Adviser
Suncorp – GIO insurance.
08.2022 - 02.2023
Document Management Officer
Suncorp
05.2019 - 08.2022
Customer Service Officer (Suncorp inbound call centre)
Suncorp
03.2019 - 05.2019
Customer Service Officer – inbound call centre
Link Group – REST Superannuation Campaign
07.2017 - 03.2019
Westpac Connect Banker – inbound Call Centre
Peakbound
10.2016 - 07.2017
Personal Banking enquiries and loans officer
St George Bank
04.2016 - 09.2016
Westpac Personal Banking Enquiries
Customers 1to1
09.2015 - 04.2016
Planner Pathway Program/Customer Service Officer/Compliance Officer/Planner Records Officer
AMP
09.2005 - 12.2008
Communications and Process Officer (Compliance Admin)
Commonwealth Bank
01.2000 - 01.2005
Diploma of Financial Services -
Diploma of Counselling -
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