LAURA MCLEOD
Melbourne,VIC
Summary
I am extremely passionate and driven with what I do. I aim to maintain the highest most positive relationships with my internal and external stakeholders. I work extremely well within a team to achieve our goals. I am a problem solver and can get into intimate detail to get the job done.
Overview
10
10
years of professional experience
Work History
Team Coach
MUFG
Melbourne, Vic
11.2023 - Current
- Designed training programs to boost team skills and performance metrics.
- Evaluated customer service calls for compliance with company policies and quality standards.
- Monitored customer interactions to ensure adherence to regulatory guidelines.
- Provided support for staff during customer service interactions via phone.
- Assisted with the Quality Control team in evaluating calls, RG271 reporting, and maintaining a monthly target.
TRAINING AND QUALITY CONSULTANT
UniSuper
Melbourne
09.2021 - 07.2023
- Maintaining positive relationships with stakeholders, internal and externally.
- Write up education resources for training and develop content and handout materials for our internal and external stakeholders.
- Identify and analyses control weakness/deficiencies.
- Identify improvements in current operational risk and compliance frameworks.
- Understands client need for improved systems and processes and provides advice to existing stakeholders.
- Provides employer feedback to team members & other internal stakeholders.
- Identifies development needs of the Employer Services Team and takes action.
- Contribute to development of the Employer Services Team through on job coaching.
EMPLOYER SOLUTIONS CONSULTANT
UniSuper
09.2017 - 09.2021
- Educating Universities and Employers on all aspects of employer/member data requirements and best practice.
- Maintain and develop positive relationships with stakeholders. Internally and externally.
- Seek business development opportunities.
- Educate across the organization's products and services;
- Solution driven by resolving issues with stakeholders of the issue/s being raised in a timely manner;
- Transfer of knowledge amongst colleagues to ensure consistent knowledge and customer service levels.
- Maintaining administration thresholds and statistics for effective client management;
- Ensuring delivery of Employer Solutions key performance indicators to ensure maximum achievement of goals and service levels;
SENIOR MEMBER SERVICES CONSULTANT
UniSuper
10.2015 - 09.2021
- Support the Team Leader by providing first line product and technical support for consultants.
- Handle difficult calls and manage escalations.
- Sound Superannuation contact centre experience.
- Good product Knowledge in UniSuper products, Accumulation & Defined Benefit funds.
- Strong verbal communication skills.
- Excellent customer service skills and phone manner.
MEMBER SERVICES TEAM LEADER (6 MONTH SECONDMENT)
UniSuper
06.2016 - 12.2016
- Drive and maintain a positive team culture where consultants enjoy coming to work.
- Undertake fortnightly coaching to train, develop and motivate staff.
- Ability to plan workflow, rosters and team activities.
- Able to analyse reports to identify areas for improvement and/or make recommendations to management.
Education
RG146 -
ASFA
07.2015
Skills
- Subject matter expert
- Great written and verbal communication
- Exceptional customer service
- Problem solving skills
- Strong relationship building skills
- Customer service orientation
- Strong analytical skills
- Investigation skills
- Ability to analyze operational work processes
- Identify opportunities for improvements
- Excellent interpersonal skills
- Works well in a team
- Critical thinking
- Influencing skills
- Experience in superannuation industry
- Exposure to defined benefit funds
- Exposure to accumulation funds
Timeline
Team Coach
MUFG
11.2023 - Current
TRAINING AND QUALITY CONSULTANT
UniSuper
09.2021 - 07.2023
EMPLOYER SOLUTIONS CONSULTANT
UniSuper
09.2017 - 09.2021
MEMBER SERVICES TEAM LEADER (6 MONTH SECONDMENT)
UniSuper
06.2016 - 12.2016
SENIOR MEMBER SERVICES CONSULTANT
UniSuper
10.2015 - 09.2021
RG146 -
ASFA