Kira Sullivan
Brisbane,QLD
Summary
I am a dedicated and collaborative team member committed to professional growth and supporting colleagues in customer service. I take pride in consistently delivering exceptional experiences for both customers and co-workers. During my time with the Permanent Impairment Team at WorkCover Queensland, I've gained substantial expertise and confidence. I am enthusiastic about applying these refined skills in future endeavours.
Overview
9
9
years of professional experience
Work History
Customer Support Rep Permanent Impairment
WorkCover Queensland
05.2020 - Current
- Managing finalised claims and assisting claimants through the final stages of their claim journey
- Facilitated efficient communication between internal departments involved in workers compensation claim management.
- Developed strong relationships with claimants, solicitors, employer and medical professionals for effective claim management.
- Cultivated strong relationships with external partners through effective communication and collaboration efforts during claim management process.
- Identified areas for improvement within existing processes using data analysis techniques, resulting in more effective claim management strategies.
- Maintained up-to-date knowledge of legislation, ensuring compliance in all aspects of claim management.
- Reviewing medical assessments and permanent impairment reports to ensure compliance against the American Medical Association guidelines and the guidelines to the evaluation of permanent impairment.
- Completing claim determinations for industrial deafness and 132A applications
- Ongoing communication with medical providers to arrange assessments and complex reviews with medical specialists.
Customer Support Representative
WorkCover Queensland
09.2017 - 05.2020
- Providing a professional, easy and valued customer experience for all customers as first point of contact in a call centre environment
- Completing side by side training with new starters as well as consistently meeting KPIs
- Using my ability to work autonomously and prioritise work to meet these KPIs and to assist my colleagues to meet deadlines
- Being flexible and reliable for team members and customers in different aspects of the business, including workplace health and safety enquiries and licenses
- Technical and efficient knowledge of policies and one stop shop enquiries.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Seconded to an improvement team to collate data on waste work and collaborate as a team to implement changes within the contact centre
Customer Support Representative Trainer
WorkCover Queensland
10.2018 - 05.2019
- Providing support across the business and being reliable to deliver accurate and consistent information
- Having knowledge across all areas to be able to guide colleagues with enquiries of any nature
- Updating training and internal resources
- Helping support and train new starters within the customer support role and on company policies, procedures, and best practices.
- Collaborated with management to identify company training needs and scheduling.
Business Support Administrator
WorkCover Queensland
12.2016 - 09.2017
- Assistance with the data entry for claim registrations, invoices, indexing and file releases to solicitors
- Communication with providers to receive important details relating to claims
- Reaching high KPI standards and working fast and efficiently as a team member to clear assigned queues.
Course Administrator
Sage Institute of Education
08.2016 - 11.2016
- Furthering my administrative and customer service experience with face to face support with students and trainers
- Day to day reception duties
- Assisting with introductions to students on campus
- Directing phone calls and emails
- Expanding my knowledge with Software's such as Excel and VETtrak
- Gaining a rapport with students and working in an excellent team environment.
- Setting up workspaces and classrooms for students and trainers, ensuring documentation up to date and available.
Administrator
Medical Administration Training
01.2015 - 08.2016
- Gaining administration experience and developing my customer service skills through different forms of communication
- Support students via phone and email and take enquiries for courses as well as process payments and enrolments
- Experience with different software's such as Excel, Word, PowerPoint and the basics of VETtrak and MYOB.
- Managed office inventory levels, ensuring adequate supplies were available.
Education
Certificate -
ACIME
11.2022
Skills
- Strong multi-tasking ability
- Excellent customer service and communication skills
- High levels of phone and email support experience
- Fast learner
- Ability to work well in a team environment and build strong relationships
- Active Listening
- Problem-Solving
- Data Management
- Resilient
Timeline
Customer Support Rep Permanent Impairment
WorkCover Queensland
05.2020 - Current
Customer Support Representative Trainer
WorkCover Queensland
10.2018 - 05.2019
Customer Support Representative
WorkCover Queensland
09.2017 - 05.2020
Business Support Administrator
WorkCover Queensland
12.2016 - 09.2017
Course Administrator
Sage Institute of Education
08.2016 - 11.2016
Administrator
Medical Administration Training
01.2015 - 08.2016
Certificate -
ACIME
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