Summary
Overview
Work History
Education
Skills
Timeline
Generic

Leanne Brown

Lower Hutt ,NSW

Summary

Dynamic professional with extensive experience in account management and customer service. Skilled in fostering collaboration across internal teams, advocating for client needs, and delivering exceptional service to drive client retention and satisfaction.

Overview

14
14
years of professional experience

Work History

Key Account Manager

Asteron Life
Wellington
04.2023 - Current
  • Developed strong relationships with key clients to understand their needs.
  • Managed account portfolios to ensure effective communication and service delivery.
  • Coordinated with internal teams to resolve client issues promptly.
  • Established strong relationships with clients through regular communication and follow-up activities.
  • Managed the relationship between internal teams and external customers.
  • Maintained a deep understanding of client products and services in order to effectively promote them.
  • Provided training sessions for customers on how best utilize the company's products or services.
  • Attended trade shows and industry events in order to build brand awareness among target audiences.
  • Established and maintained strong relationships with decision-makers and influencers within key accounts.
  • Managed the onboarding process for new key accounts, ensuring a smooth transition and immediate value realization.
  • Advocated for key account needs and priorities within the organization to ensure they are met in a timely and satisfactory manner.
  • Coordinated with the customer service and support teams to address and resolve key account issues promptly.
  • Conducted regular account reviews to assess performance and identify opportunities.
  • Facilitated communication between clients and internal departments for streamlined processes.

New Business Consultant

Asteron Life
Wellington
06.2021 - 04.2023
  • Prepared proposals and contracts for clients, ensuring compliance with all relevant laws and regulations.
  • Processing new business applications in a timely manner.
  • Developed stakeholder relationships with advisers.

Tele-Underwriting

Asteron Life
Wellington
06.2019 - 06.2021
  • Completed day-to-day duties accurately and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Worked with cross-functional teams to achieve goals.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.

Senior Administration Officer

Asteron Life
Wellington
10.2018 - 06.2019
  • Coordinated administrative processes for policy documentation and client communication.
  • Provided mentorship to junior staff, fostering a collaborative team environment.
  • Controlled and managed document processes by reviewing files, records, and critical information to confirm accuracy and comply with company policies and procedures.
  • Assisted leadership team with business planning and development by attending meetings.
  • Trained new team members on office procedures and daily duties.
  • Drafted professional business letters and emails.
  • Oversaw procedures for processes.
  • Resolved customer complaints or queries promptly and efficiently.
  • Ensured compliance with policies, procedures and regulations related to administration functions.
  • Coordinated internal and external communication activities including emails, mailings and telephone calls.
  • Assisted in the preparation of reports for senior management review and decision-making.
  • Pitched in to help with office tasks during busy periods and staff absences.

Contact Centre Consultant

Asteron Life
Wellington
11.2016 - 11.2018
  • Provided customer support through various communication channels at Asteron Life.
  • Assisted clients in understanding insurance products and services offered.
  • Handled escalated calls from other contact center representatives when necessary.
  • Trained new hires on the proper use of contact center systems and processes.
  • Developed a comprehensive understanding of the company's products and services.
  • Performed outbound calls to follow up on orders or provide additional information to customers.
  • Resolved customer inquiries in a timely manner while ensuring excellent customer satisfaction levels.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Consulted with customers to resolve service and billing issues.

Retention Customer Service Representative

Asteron Life
Wellington
06.2011 - 01.2016
  • Addressed customer inquiries and concerns effectively via phone and email.
  • Provided product knowledge to assist customers in decision-making processes.
  • Maintained detailed records of customer interactions in the CRM system.
  • Collaborated with team members to improve customer retention strategies.
  • Resolved escalated issues by employing problem-solving techniques and empathy.
  • Trained new representatives on customer service protocols and best practices.
  • Answered incoming customer inquiries via phone, email and live chat.
  • Resolved customer complaints promptly and professionally.
  • Utilized problem solving skills to resolve complex matters in a timely manner.
  • Assisted in training new Customer Service Representatives when needed.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Education

High School Diploma -

Wainuiomata High School
New Zealand
12-1999

Skills

  • Customer relationship management
  • Product training
  • Client onboarding
  • Proposal development
  • Stakeholder engagement
  • Performance assessment
  • Problem solving
  • Conflict resolution
  • Team mentorship
  • Effective communication
  • Account management
  • Time management

Timeline

Key Account Manager

Asteron Life
04.2023 - Current

New Business Consultant

Asteron Life
06.2021 - 04.2023

Tele-Underwriting

Asteron Life
06.2019 - 06.2021

Senior Administration Officer

Asteron Life
10.2018 - 06.2019

Contact Centre Consultant

Asteron Life
11.2016 - 11.2018

Retention Customer Service Representative

Asteron Life
06.2011 - 01.2016

High School Diploma -

Wainuiomata High School

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Leanne Brown