Kylie Arlott
Ipswich,QLD
Summary
Well-regarded SWIM Advisor highly effective at analyzing data and trends to make timely, useful and effective recommendations. Well-versed in operating in complex, dynamic environments under tight deadlines. Prepared to leverage 15 years' experience to take on new position with South West Hospital and Health Service.
Overview
18
18
years of professional experience
Work History
SWIM Advisor
Queensland Government
08.2022 - Current
- A hard working team player with a high work ethic and a commitment to achieve
- Always working to achieve the right outcome
- SWIM – Safety Well-being and Injury Management
- Assist local management and staff in workplace rehabilitation, case management and availability of employee assistance and support services and investigate specific claims (statutory claims, common law claims and QSuper claims)
- Provide local management and staff SWIM incident and injury trends and analysis and performance reports on a regular basis and investigate specific incidents (critical and/or workplace incidents and injuries)
- Support local management with annual safety inspections, ongoing monitoring and reviewing of local workplaces and work practices, risk assessments and safety planning and identification of high-risk activities or issues
- Assist local management and staff establish and maintain SWIM consultation and advisory groups in local offices to ensure SWIM matters are proactively monitored and addressed
- Assist local management and staff deliver, broker and/or ensure that specific SWIM training, education, awareness sessions are undertaken in the workplace.
- Recognising and contributing to the AS&RS Governance Structure, supporting quality outcomes for staff and clients through the delivery of quality services and continuous improvement
- Governance and Consultation
- Risk management
- Planning and development
- Education and awareness
- Hazard and incident management
- Assessments and inspections
- Injury management
- Employee support and wellbeing
- Performance reporting., Determinations – QPS
- Queensland Police Services for claim determination
- Mentoring other Claims Representatives on process procedures of QPS
- Vetting all PPI claim before allocating them to CR’s
- Writing and updating the QPS Procedures Manual
- Claims determination champion for Queensland Fire and Emergency (QFES)
- Monitoring and Mentoring my colleges in determinations for QFES
- Undertaking thorough investigations in personal injury claims to achieve the best outcome for both the worker and the employer
- Creating relationships with all stakeholders
- All aspects of Claim Determination
- Ensuring all investigations are undertaken thoroughly and in a timely manner
- Answering phone enquiries from all parties
- Assist Claims Representatives throughout the business
- Requesting medical records
- Reading Doctors reports
- System maintenance
- Arranging travel and accommodation for claimants
- Discussing health benefits of returning to work
- Queue management
- Ensure Team queue is empty each day and all work is allocated correctly
- Liaising with medical professionals
- Contacting Doctors or medical staff to clarified or request information
- Training of current and new staff
- Train new starter when required
- Train current staff in new processes
- Team focused activates
- Include all staff in the team in participating in team activities
- Continual focus on WorkCover Values
- Anticipated responses and prepared clear and articulate answers.
- Coordinated work or project dedicated to raise awareness of need, applying strong project, and team leadership to enhance success.
- Planned, developed, and implemented strategies to convey information with key decision makers.
- Produced detailed reports outlining key issues and proposed solutions.
- Advised on organizational structure and human resource management to promote efficient business operations.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Built and maintained relationships with clients to provide ongoing support
- Facilitated communication and collaboration between departments to help business function smoothly
- Conducted workplace compliance training to reduce liability risks and operate effectively
- Improved processes by recommending operational changes
- Trained new and existing employees on customer service best practices to improve overall customer handling skills
- Planned, developed, and implemented strategies to convey information with key decision makers
- Produced detailed reports outlining key issues and proposed solutions
- Anticipated responses and prepared clear and articulate answers
Claims Investigator
WorkCover Queensland
12.2015 - 08.2022
- Claims Management – Queensland Corrective Service
- Conducted thorough face-to-face interviews with employers, families, neighbors, friends, and suspects, and documented investigative findings.
- Conducted interviews with witnesses and clients.
- Carefully documented statements, observations, and evidentiary materials.
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
- Collaborated with federal agencies on investigations.
- Documented findings and prepared detailed reports.
- Conducted impartial investigations into complaints by employees.
- Presented information at professional forums, conferences and associations.
- Prepared case reports from allegations, transcripts of interviews and physical evidence.
Customer Support Representative
WorkCover Queensland
07.2015 - 12.2015
- Finalise Payments – Invoice & receipt management
- Scheduling Permanent Impairment Assessment appointments
- Reading & Interpreting Doctors reports
- Updating CPIS
- Issuing Notice of Assessments
- Generating payments
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Business Manager
RAMS Home Loans
01.2014 - 09.2015
- Customer Enquiries
- Office management
- Data Entry
- System Maintenance
- HLM Assistant
- Marketing
- General Office duties
- Marketing
- Payroll
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Communicated with customers and vendors positively with particular attention to problem resolution.
Warehouse Manager
QLS – Quality Logistics Services
06.2012 - 12.2013
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Promoted company brand and unique offerings through personalized customer service.
- Completed data entry to record call notes, suggestions and questions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
- Improved delivery plans with strong scheduling knowledge, organizational skills, and route development expertise.
Fleet Maintenance Manager
Swire Cold Storage
04.2008 - 09.2011
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Launched quality assurance practices for each phase of development
- Managed senior-level personnel working in marketing and sales capacities.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Defined clear targets and objectives and communicated to other team members.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Customer Care Consultant
GE Money
02.2007 - 04.2008
- Major Achievements
- Development of system navigation sheets
- These sheets assisted employees to do their jobs at a much quicker and convenient pass
- Job Descriptions
- Customer Service
- Financial & Collection base enquiries
- Data Entry
- Team building exercises.
Business Care Consultant, Emergency Response Operator
Telstra, Call
01.2006 - 01.2007
- Customer Service
- Processing orders
- Data Entry
- Vital
Education
Bachelor of Business - Emergent Leadership - Business Management
University of Southern Queensland
Toowoomba, QLDDiploma of Work Health And Safety - BSB51319
EInstitute
Brisbane, QLD10.2023
Cert IV Work Health And Safety - BSB41419
Easy HR
Lane Cove, NSW07.2023
Standard Mental Health First Aider Certificate - Mental Health
Mental Health First Aid Australia
Brisbane, QLD02.2021
Cert III Personal Injury Management - Personal Injury Management
PIEF – Personal Injury Education Foundation
Brisbane, QLD11.2016
Certificate III Investigative Services -
Australian Training Institute (ATI) Pty Ltd
Brisbane, QLD2016
Diploma of Finance & Mortgage Broking -
Tafe NSW
Sydney, NSW03.2013
Diploma of Business Administration -
OTENWestern Sydney
Sydney, NSW2012
Skills
- Compliance Requirements
- Group Facilitation
- Social Perceptiveness
- Research Abilities
- Active Listening
- Project Management
- Learning Strategies
- Abuse Identification
- Critical Thinking
- Complex Problem-Solving
- Time Management
- Management of Personnel Resources
- Judgment and Decision-Making
- Public Speaking and Presentations
Timeline
SWIM Advisor
Queensland Government
08.2022 - Current
Claims Investigator
WorkCover Queensland
12.2015 - 08.2022
Customer Support Representative
WorkCover Queensland
07.2015 - 12.2015
Business Manager
RAMS Home Loans
01.2014 - 09.2015
Warehouse Manager
QLS – Quality Logistics Services
06.2012 - 12.2013
Fleet Maintenance Manager
Swire Cold Storage
04.2008 - 09.2011
Customer Care Consultant
GE Money
02.2007 - 04.2008
Business Care Consultant, Emergency Response Operator
Telstra, Call
01.2006 - 01.2007
Bachelor of Business - Emergent Leadership - Business Management
University of Southern Queensland
Diploma of Work Health And Safety - BSB51319
EInstitute
Cert IV Work Health And Safety - BSB41419
Easy HR
Standard Mental Health First Aider Certificate - Mental Health
Mental Health First Aid Australia
Cert III Personal Injury Management - Personal Injury Management
PIEF – Personal Injury Education Foundation
Certificate III Investigative Services -
Australian Training Institute (ATI) Pty Ltd
Diploma of Finance & Mortgage Broking -
Tafe NSW
Diploma of Business Administration -
OTENWestern Sydney
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