KIM FRENCH
Brighton
Summary
Dynamic professional with over 12.5 years of extensive experience in Workers' Compensation claims, complemented by a diverse background in retail, call centers, hospitality, general insurance, and injury management. Renowned for exceptional problem-solving abilities and a steadfast commitment to enhancing customer satisfaction through innovative solutions. Outstanding written and verbal communication skills facilitate seamless information exchange among stakeholders, while a proactive approach to learning fosters continuous knowledge acquisition. Ready to leverage extensive expertise and a results-oriented mindset in a Specialist role, effectively managing tasks and supporting organizational goals through collaboration and adaptive strategies.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Recover at Work Specialist
Goodstart Early Learning
09.2019 - 03.2024
- Manage a portfolio of injured employees throughout Queensland
- Liaise with WorkCover Queensland and all stakeholders involved to coordinate treatment, return to work plans and wage payments
- Ability to develop and manage productive working relationships with internal colleagues and customers in line with the business vision and values
- Adhering to record management policies and procedures in order to meet legislative and business requirements
- Contact Centre Directors to discuss strategies to limit further injuries and how to manage return to work
- Present monthly trends in injuries to higher management
Workers Compensation Claims Representative
WorkCover Queensland
07.2012 - 09.2019
- Manage a portfolio of customers within industry alignment through developing strong and effective relationships
- Enhance communication with customers
- Determine Workers' compensation claims that balance customer needs. gather information for determination and payment of claims within the set key performance indicators
- Provide customers with optimal customer service including quality and timely decisions work together with case management to assist employers with strategies to prevent injuries, minimise claims durations and encourage stay at and return to work end to end
- Role model WorkCover values
- Develop specific knowledge around industries to create a greater understanding of the customers business and industry
- Adhering to record management policies and procedures in order to meet legislative and business requirements
- Train and buddy with new employees
Customer Service Representative
Commonwealth Bank
02.2002 - 07.2012
- Responded to customer requests for products, services and company information. Consulted with outside parties to resolve discrepancies and create effective solutions. Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Answered customer telephone calls promptly and in appropriate manner.
- Balance cash at end of day
Varied Roles
Suncorp Group
09.2002 - 11.2008
- Customer service in a call centre environment
- Home and motor claims consultant entering claims into the system
- Determining motor and home claims
- Underwriting role whereby risks were analysed and excesses were imposed for higher risk items / vehicles
- Compliance role
- Auditing of branches, calls and communications to insure the company was adhering to legislative requirements in relation to privacy, collection and relaying of information
- Managed quality assurance program including on site evaluations, internal audits and customer surveys.
Education
High School HSC -
Goulburn High School
Goulburn, NSWCertificate iii - Personal Injury Management
Personal Injury Education Foundation
Geelong, VICMental Health First Aid Certificate - Mental Health Services
Mental Health First Aid Australia
01.2024
Advance Diploma - Beauty Therapy
International School of Beauty
Canberra, ACTSkills
- Creative problem solving
- Skilled in stakeholder communication
- Active customer outreach
- Proficient in written correspondence
- Building collaborative relationships
- Effective planning skills
- Focus on enhancing customer satisfaction
- Proficient in collaborative results
Certification
- 2019 - Present Return to Work Coordinator Certificate iv
- 2020 - present Australian Blue Card
- 1998 - present Responsible Service of alcohol (RSA) Responsible service of Gaming (RSG)
Other experience
- 2023 Brighton bowls Club - bar and gaming attendant
- 2000 - 2002 South’s leagues club West End QLD- Bar and Gaming manager / Functions Coordinator
- 1997- 2000 Pine River’s Bowls Club QLD - waitress / catering coordinator / Duty Manager
- Copperart ACT and Qld - Store Manager / merchandiser
- La Paella Spanish Restaurant and bar -(ACT) waitress / maitre D / Assistant Manager
Timeline
Recover at Work Specialist
Goodstart Early Learning
09.2019 - 03.2024
Workers Compensation Claims Representative
WorkCover Queensland
07.2012 - 09.2019
Varied Roles
Suncorp Group
09.2002 - 11.2008
Customer Service Representative
Commonwealth Bank
02.2002 - 07.2012
Certificate iii - Personal Injury Management
Personal Injury Education Foundation
Mental Health First Aid Certificate - Mental Health Services
Mental Health First Aid Australia
High School HSC -
Goulburn High School
Advance Diploma - Beauty Therapy
International School of Beauty
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