Customer Consultant
Kiara Maree Rodero
RACV
Point Cook,VIC
10
Years of experience
I am a Customer Service and Contact Centre Professional with over 10 years of experience in insurance, claims management, customer service, retail leadership, administration, and stakeholder engagement. I effectively manage high volumes of customer interactions, consistently working to exceed key performance indicators, quality standards, and service level expectations. My focus on complaint resolution, case management, and conflict resolution has enabled me to foster strong customer relationships. I am committed to delivering exceptional customer experiences and actively pursue performance targets while ensuring compliance in dynamic, customer-focused environments.
Work History
Motor Claims Consultant
- Manage end-to-end motor insurance claims while delivering exceptional customer service.
- Handle a high volume of inbound and outbound customer interactions across multiple channels.
- Assess claim information and provide customers with clear guidance throughout the claims process.
- Liaise with repairers, suppliers, assessors and customers to facilitate positive claim outcomes.
- Resolve complex customer concerns through effective negotiation and problem-solving.
- Maintain accurate documentation and claim records in accordance with compliance requirements.
- Consistently achieve customer service, quality and productivity KPIs.
- Deliver positive customer outcomes while balancing efficiency and service excellence.
- Key Achievement
- Consistently maintain performance against customer satisfaction, quality assurance and productivity targets in a fast-paced claims environment.
- Developed comprehensive reports to enhance claims management efficiency and accuracy
- Collaborated with cross-functional teams to streamline claims resolution processes.
- Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
- Maintained strong relationships with clients, fostering trust and loyalty through excellent communication skills.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Assessed documentation and multiple sources to Determine liability.
Client Service Coordinator
- Clients are managed and care is delivered at an excellent standard
- Processes for rostering, communication, carer engagement and other operational activities are followed consistently
- Client and carer interactions are managed well.
- Ensure notes, documents and compliance materials are properly maintained
- Shifts are filled with well-matched well-prepared carers who deliver excellent services
- Client and carer interactions and communications are handled Excellently
- Managed communication between clients, families, and caregivers to resolve concerns promptly and effectively.
- Assisted clients in navigating care plans and resources, ensuring understanding and satisfaction with services.
- Streamlined client intake processes, resulting in reduced wait times for new service requests and improved efficiency.
- Implemented feedback mechanisms with clients to continuously improve service quality and enhance client experience.
- Maintained detailed records of client interactions, enabling better tracking of account history and facilitating continuity among team members handling the same accounts.
- Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet deadlines without compromising quality.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Developed strong relationships with clients through regular check-ins, fostering loyalty and trust.
- Monitored key performance indicators to assess areas for improvement and ensure consistent delivery of outstanding service levels.
Customer Consultant
- Managed customer enquiries, escalations and complex service cases.
- Provided support and guidance to new team members through coaching and mentoring.
- Assisted with quality assurance activities, including call monitoring and compliance reviews.
- Coordinated with manufacturers and service providers to resolve customer issues efficiently.
- Maintained accurate case records and customer communications.
- Delivered professional customer service across phone and email channels.
- Consistently met service level agreements and individual performance KPIs.
- Selected as a New Faults Managing Leader.
- Maintained accurate records of customer interactions and transactions using CRM software.
- Provided timely responses to inquiries, improving customer retention rates through effective follow-up.
- Appointed Escalations Support Team Member & Handled escalated issues with professionalism, contributing to positive customer experiences.
- Established long-term relationships with clients, fostering trust and loyalty through attentive service and follow-up communications.
- Managed high call volumes, maintaining exceptional service standards while efficiently handling customer concerns.
- Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
- Utilized CRM systems effectively to manage client information, enabling faster response times and personalized support experiences.
- Implemented feedback from customers to improve company policies, leading to increased satisfaction rates.
Administration/Reception
- Managed customer enquiries via phone, email and face-to-face interactions.
- Scheduled appointments and maintained administrative records.
- Prepared correspondence and maintained professional communication standards.
- Delivered high-quality customer service while managing competing priorities.
- Managed front desk operations and greeted clients with professionalism and courtesy.
- Scheduled appointments and maintained organized calendar for staff and client meetings.
- Assisted in maintaining office supplies inventory, ensuring adequate stock levels at all times.
- Prepared and distributed correspondence, enhancing communication flow within the office.
- Expedited invoice processing by accurately entering data into financial software programs.
Skills
Investigation techniques
Policy interpretation
Claims investigation
Teamwork and collaboration
Customer service
Time management
Attention to detail
Problem-solving abilities
Multitasking Abilities
Excellent communication
Team leadership
Verbal and written communication
Coaching and mentoring
Conflict management & Conflict resolution
Microsoft Office Suite
Professionalism
Staff management
Complex Problem-solving
Payment processing
Liability determination
Settlement negotiations
ADDITIONAL EXPERIENCE
- Receptionist | Gateway Social Support Services
- Store Assistant – Mossimo
- Customer Service Assistant – Rubi Shoes
- Warehouse Operator/Pick Packer – Country Road Logistics
- Warehouse Operator/Pick Packer – APS
- Crew Member – McDonald’s
CAREER HIGHLIGHTS
- 10+ years of customer service, administration and stakeholder engagement experience.
- Proven ability to meet and exceed customer service, quality and productivity KPIs.
- Extensive experience handling complaints, escalations and complex customer enquiries.
- Strong background in insurance claims, contact centre operations and case management.
- Experience coaching and supporting new team members.
- Demonstrated ability to build rapport and maintain positive customer relationships.
- Skilled in working within fast-paced, KPI-driven and compliance-focused environments.
Timeline
Motor Claims Consultant
RACV
2024 - CurrentRead More
Client Service Coordinator
Prestige Inhome Care
2021 - 01.2024Read More
Customer Consultant
Startek (The Good Guys Concierge)
2020 - 2022Read More
Administration/Reception
T & J Cleaning Services
2017 - 2019Read More