Lauren Close
Mortdale
Summary
Dynamic, versatile, and resourceful professional with valuable customer support and problem resolution expertise. Solid reputation for ensuring a heightened level of customer satisfaction. Accomplished Manager with extensive leadership and customer service skills with proven ability monitoring, training and developing staff. Hard working, self motivated, positive and ability to think outside the square.
Overview
20
20
years of professional experience
Work History
Heavy Motor/Property Lodgement Specialist
360 Underwriting
10.2022 - Current
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Developed strong client relationships through consistent communication and attentive service
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Oversee daily operations of a busy office environment, ensuring tasks are completed efficiently and accurately.
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer
- Developed and managed relationships with key clients and partners
- Heavy motor claims and Commercial Property lodgments, Triage and handover with claim officers
- Assisting Plant and Equipment team with lodgements of new and existing policies
- Portfolio Management of all Heavy Motor Windscreen claims, start to finalisation of claims Australia wide
- Liaising with brokers on a daily basis, answering queries in relation to policy coverage and claims;
- Determining liability and engaging with assessors, investigators in order to settle Windscreen claims efficiently and deliver best outcomes to the client within SLA's
Sales/Administration Support Officer
St Trinity Property Group
09.2021 - 10.2022
- Generated high-quality leads by researching and identifying potential clients in the real estate market.
- Collaborated with sales and marketing teams to develop effective strategies for targeting potential clients.
- Utilized advanced data analysis tools to identify trends and patterns in the real estate market, informing lead generation tactics.
- Provided exceptional customer service during initial contact with prospective clients, building trust and credibility.
- Maintained organized records of all leads generated, ensuring accurate tracking for follow-up communication.
- Implemented CRM systems to effectively manage client information and communication history, improving follow-up success rates.
- Contributed to company growth by consistently exceeding monthly lead generation targets set by management.
- Called potential customers from marketing lists and referral programs to engage and discuss personal needs.
- Managed scheduled meetings to maintain satisfaction of both buyers and sellers and facilitate smooth purchases.
High Risk Case Manager
Gallagher Bassett
04.2010 - 01.2020
- Proactively and effectively manage all aspects of a caseload of workers compensation claims within the NSW legislation and compliance guidelines
- Providing early, timely and personal customer focused and empathetic service to injured workers and employers
- Proactively support the injured worker and employer through the recovery and return to work process
- Delivering the desired customer experience to all stakeholders and manage the end to end outcomes for a portfolio of cases
- Delegating work amongst the return to work team, Liaison with Rehab Providers for preparation of injury management and return to work plans, Review and approve reasonable and necessary treatment, Providing support to team to help facilitate our weekly and monthly KPI's, Review and apply estimates, Case Conferencing
Triage Case Manager
Gallagher Bassett
11.2009 - 04.2010
- Working with the Injury Management Team making initial contact to all key stakeholders to determine claim liability, collating all the necessary information before handover to Case Manager
- Determining liability, Contacting all parties to ensure the appropriate treatment plan is put in to place, Applying initial estimates, Review and approve reasonable treatment In claims initial stages, Handovers to Case Manager
Assistant Case Manager
Gallagher Bassett
08.2009 - 11.2009
- Assist and support Case Manager manage or access claims to facilitate return of ill/injured person/s to a productive lifestyle in and efficient, cost affective and timely manner
- Data entry, Invoicing, Providing professional customer service, Answering incoming calls/enquiries, liaison with key stakeholders under case management instruction, Assisting team members with miscellaneous tasks, Utilise company photocopier, scanner and facsimile when required, keeping up to date with amended and new workers compensation legislation, Completion of new starters program
After Hours Recruitment Consultant
Adecco Recruitment 24/7 Operations
05.2006 - 08.2009
- Assisting clients with after hours recruitment services Australia wide
- Fast paced call centre environment, Advising clients of Absentees and sourcing suitable candidates to replace on short notice, Attribute searching on candidate database, implementing and maintaining staff procedure manuals, Talent sourcing, Candidate qualifying, Overseas reference checking, Prospecting for new client business, Client relationship management, Delegating confirmations, cancellations and live orders amongst a small team, Adhoc work when required
Store Manager - Watch Technician
Watch Works Pty Ltd
02.2005 - 03.2006
- Store Management of two store locations
- Management of promotional events, Staff supervision, Opening and closing of stores, Stocktake, Stock Replenishment, Cash Handling, Merchandising, Organisation of weekly staff rosters, Store budget and accounts, Recruitment and development of new and existing staff, Engraving, Key cutting, Watch repair and sales
Front Store Retail Manager - Pharmaceutical Assistant
Blooms Pharmacy
01.2004 - 02.2005
- Management of the front retail store
- Management of the front retail store, Supervision of casual staff, Weekly stock orders and replenishment, Liaising with sales representatives for product ordering, Cash handling, Banking and Mail distribution, Organisation of weekly staff roster, Merchandising, Accounts payable/receivable, Assisting Pharmacist in dispensary, Removal of medicine from original packaging and repack them in grouped medication doses to assist a large number of residents in age care facilities, Blood pressure evaluation, Assisting customers with over the counter medicine and informing them of the medical guidelines they must follow, Following strict instructions from the Pharmacist and/or Dispensary Assistant when handing out prescription only medicine to patient, Ear piercing, Completion of Certificate II in Community Pharmacy
Education
CERT 4 NEW SMALL BUSINESS - Business Administration And Management
AD1 COLLEGE
CERT II IN COMMUNITY PHARMACY -
BLOOMS PHARMACEUTICAL
01.2004
HIGHER SCHOOL CERTIFICATE -
ULTIMO TAFE
01.2001
SCHOOL CERTIFICATE -
TURRAMURRA HIGH SCHOOL
01.1999
Skills
- Microsoft 365 Products, Microsoft teams, Word, Excel, Powerpoint, Outlook, One Note, One drive
- CRM management
- Citrix Workspace
- Business Management
- Project Management
- Customer Service
- Sales & Marketing
- Public Relations
- Strategic Planning
- Innovative Thinker
- Problem Solver
- Motivator Listener
- Collaborative Team Player
References
Available on request
Hobbies and Interests
- Family
- Creating
- Photography
- Dance & Music
- Marketing & Design
- Literature
Timeline
Heavy Motor/Property Lodgement Specialist
360 Underwriting
10.2022 - Current
Sales/Administration Support Officer
St Trinity Property Group
09.2021 - 10.2022
High Risk Case Manager
Gallagher Bassett
04.2010 - 01.2020
Triage Case Manager
Gallagher Bassett
11.2009 - 04.2010
Assistant Case Manager
Gallagher Bassett
08.2009 - 11.2009
After Hours Recruitment Consultant
Adecco Recruitment 24/7 Operations
05.2006 - 08.2009
Store Manager - Watch Technician
Watch Works Pty Ltd
02.2005 - 03.2006
Front Store Retail Manager - Pharmaceutical Assistant
Blooms Pharmacy
01.2004 - 02.2005
CERT 4 NEW SMALL BUSINESS - Business Administration And Management
AD1 COLLEGE
CERT II IN COMMUNITY PHARMACY -
BLOOMS PHARMACEUTICAL
HIGHER SCHOOL CERTIFICATE -
ULTIMO TAFE
SCHOOL CERTIFICATE -
TURRAMURRA HIGH SCHOOL
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