Kirsty Southam
Melbourne,VIC
Overview
5
5
years of professional experience
Work History
Customer Care Consultant
CGU Insurance
01.2023 - Current
- Answer incoming phone calls to articulate product value to prospective customers and support current policyholders in Home, Motor and Landlord products
- Assist with outbound calls and follow ups when required by leads, Web Support Team or as a Super User
- Have been active since the onboarding of ANZ partner in conduct reviews of new business and migrated policies to update information and provide education to customers on CGU product and services
- Analyze customer needs to provide personalised insurance solutions and provide comprehensive product knowledge and guidance to help clients on product selection
- Follow internal and external compliance and risk standards, ensuring adherences to internal processes
- Log and remediate complaints and follow escalation process where required and am currently undergoing further complains escalation training
- Trained in multiple systems including PMS, Enterprise Platform and Orbit
Shift Supervisor
Petbarn
10.2021 - 08.2023
- Complete store opening and closing procedures and balance tills
- Aid management to meet standards of service and in daily operations
- Delegate tasks to take advantage of individual abilities
- Customer education regarding animal service, care and husbandry
- Respond to and resolve customer questions and concerns
- Trained new employees and delegated daily tasks and responsibilities
Point of Service Staff & Social Media Manager
Brew Machine
06.2020 - 04.2021
- Adapt to a continuously shifting work environment and health & safety regulations
- Carried out day-day-day duties accurately and efficiently
- Worked flexible hours; opening, weekend, and holiday shifts
- Social media with rapid organic growth
Reception and Personal Assistant
Broadhurst Property
01.2019 - 02.2020
- Oversaw personal and professional calendars and coordinated appointments
- Maintained appropriate filing of personal and professional documentation
- Responded to emails and other correspondence
- Exhibited excellent communication skills both with clients on behalf of the business and sales team, and with other out-of-office team members e.g. Marketing and visual design teams, virtual assistants, external administration teams etc
- Met strict deadlines
- Organized weekly staff meetings and compiled related documents
- Communicated with internal departments, vendors and contractors to discuss schedules, project requirements and upcoming appointments
Education
Bachelor of Environmental Science - Wildlife And Conservation Biology
Deakin University
Melbourne, VIC01.2025
Certificate of Science And The Environment -
Victoria University
Melbourne, VIC2021
Bachelor of International Development Studies -
Australian Catholic University
Melbourne, VIC2018
Skills
- Interpersonal skills
- Communication skills
- Stakeholder engagement
- Product knowledge
- Adaptability
- Conflict resolution
- Time management
Timeline
Customer Care Consultant
CGU Insurance
01.2023 - Current
Shift Supervisor
Petbarn
10.2021 - 08.2023
Point of Service Staff & Social Media Manager
Brew Machine
06.2020 - 04.2021
Reception and Personal Assistant
Broadhurst Property
01.2019 - 02.2020
Bachelor of Environmental Science - Wildlife And Conservation Biology
Deakin University
Certificate of Science And The Environment -
Victoria University
Bachelor of International Development Studies -
Australian Catholic University
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