Lindy Kent
Summary
Proven expertise in Customer Service honed at RACQ. Excelled in high-pressure environments, enhancing customer loyalty through empathetic resolution of complaints and adept policy interpretation. Demonstrated exceptional multitasking and active listening skills, contributing to long-term business growth and client satisfaction.
Successful at managing high caseloads in fast-paced environments. Organized and adaptable with excellent planning and problem-solving abilities. Offering 20 years of experience and willingness to take on any challenge.
Overview
21
21
years of professional experience
Work History
CTP Assistant Claims Officer
RACQ
01.2024 - Current
- Support CTP Claim Owners in the management of the individual's portfolio of claims to achieve successful resolution of those matters in accordance with regulatory and legislated requirements, company procedures and delegation of authority.
- Prepare evidentiary correspondence, briefs to external service providers, process all approved claim related financial transactions and attend CTP Claims telephone enquiry line.
- Administration and claims management support including, however not limited to, medical and allied health professional's, lawyers, injured persons and government agencies.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Utilized time management strategies effectively while working remotely and in the Office for balancing workload demands.
Sales Consultant
RACQ
06.2004 - Current
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Maintained sense of urgency in answering customer questions and requests through email or click to chat.
- Maximized customer retention by resolving issues quickly.
- Built relationships with customers and community to promote long term business growth.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
High School Diploma -
Coorparoo Secondary College
Coorparoo, QLDSkills
- Excellent customer service, communication and interpersonal skills
High level administration skills
- Working autonomously
Open and flexible attitude to change in work processes
Ability to maintain confidentiality when dealing with patient information
Ability to work both independently and cooperatively as a team member
Reliable, adaptable, punctual and flexible
High level of Microsoft office experience and use including word and outlook
Experience with database management
Proficient keyboard/data entry skills and knowledge of Microsoft suite of software
Timeline
CTP Assistant Claims Officer
RACQ
01.2024 - Current
Sales Consultant
RACQ
06.2004 - Current
High School Diploma -
Coorparoo Secondary College
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<ul><li>Lead a high performing team of Case Managers, Injury Management Advisor and Technical Specialist. Acting as a Third Party Administrator and responsible for the management of the portfolio of Youi CTP Claims.</li><li>My role was to oversee and supervise the day to day operation of the claims team and to ensure that both our Statutory Benefits and Common Law claims portfolio are being managed at a high level and in line with the legislation.</li><li>I am responsible for design and implementation of framework for effective claims strategies to uplift Customer Experience including Business and Regulator deliverables.</li><li>Established and developed strong working relationships with our client Youi to ensure that regular business performance updates are provided, improve reporting and claims governance including risk oversight are being identified.</li><li>Develop new initiatives and ideas to assist with the continuous improvement of claims processes and procedure including the rolling out of such plan to the business.</li></ul> at Employers Mutual Limited<ul><li>Lead a high performing team of Case Managers, Injury Management Advisor and Technical Specialist. Acting as a Third Party Administrator and responsible for the management of the portfolio of Youi CTP Claims.</li><li>My role was to oversee and supervise the day to day operation of the claims team and to ensure that both our Statutory Benefits and Common Law claims portfolio are being managed at a high level and in line with the legislation.</li><li>I am responsible for design and implementation of framework for effective claims strategies to uplift Customer Experience including Business and Regulator deliverables.</li><li>Established and developed strong working relationships with our client Youi to ensure that regular business performance updates are provided, improve reporting and claims governance including risk oversight are being identified.</li><li>Develop new initiatives and ideas to assist with the continuous improvement of claims processes and procedure including the rolling out of such plan to the business.</li></ul> at Employers Mutual Limited