Katrina Reitsma
Mulgoa
Summary
Dedicated and results-driven professional with extensive experience in disability employment services and customer service. With over 14 years in a call centre environment, I have honed skills in mentoring, coaching, relationship management, and process implementation. Passionate about community engagement, I excel in dynamic environments and leadership roles. I am seeking new challenges to further develop my expertise and make a meaningful impact.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Employer Engagement Partner
MatchWorks
10.2022 - Current
- Identified and secured suitable employment opportunities for clients.
- Managed and maintained an employer database.
- Attended community events to foster relationships and expand employer networks.
- Reverse marketed clients to potential employers.
- Provided transportation support for clients attending interviews
Senior Claims Lodgement Consultant
IAG Insurance
03.2008 - 09.2022
- Conducted monthly coaching sessions to drive performance and engagement.
- Facilitated team meetings and implemented process improvements.
- Delivered quality call monitoring, constructive feedback, and risk management.
- Built and maintained strong relationships with suppliers and partners.
- Ensured compliance with privacy regulations and company policies.
- Handled customer complaints and escalations effectively.
- Managed overnight shift rosters and leave coverage.
- Led recruitment, onboarding, and training of new team members
Data Entry Clerk
ING - Integra Superannuation
02.2007 - 03.2008
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organised, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
Bar & Gaming Attendant
Hotel Parramatta
02.2005 - 06.2006
- Enhanced customer experience by providing attentive service and maintaining a welcoming atmosphere.
- Maintained clean and organised gaming areas, contributing to a safe and enjoyable environment for patrons.
- Informed manager of duty of significant concerns, broken machines, out-of-order games and problems.
- Conducted routine maintenance checks on gaming machines, identifying any malfunctions or required repairs promptly.
Skills
- Engaging and empathetic approach
- Strong influencing and negotiation skills
- Highly organised and adaptable
- Effective team player and leader
- Proactive mindset with a solution-focused approach
- Ability to build and maintain strong professional relationships
Certification
- Working with Children Check (WWC2693142E) – Expiry: 01/07/2028
- NDIS Workers Check (#61894905)
- Current Class C Driver’s Licence
- Higher School Certificate (2001)
- Certificate I in Retail Operations (WEE10197) – 2001
Timeline
Employer Engagement Partner
MatchWorks
10.2022 - Current
Senior Claims Lodgement Consultant
IAG Insurance
03.2008 - 09.2022
Data Entry Clerk
ING - Integra Superannuation
02.2007 - 03.2008
Bar & Gaming Attendant
Hotel Parramatta
02.2005 - 06.2006
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