Louise Hatton
Sutherland,Australia
Summary
Aspriration Statement: To be an interchangeable subject matter expert to design and deliver favourable solutions to supports business goals whilst maintaining end user and consumer experience. To enable strategy through people and simple solutions, resulting in tangible value.
- A creative and solution focused individual that takes pride in building efficient and effective processes and improvements. A fast learner, adaptable, highly motivated, and capable of autonomous work Strong communication skills, able to convey highly technical and complex concepts in simple terms. Takes joy in demonstrating tangible value derived from well-considered processes
Overview
11
11
years of professional experience
Work History
CONTINUOUS IMPROVEMENT SPECIALIST
INSURANCE AUSTRALIA GROUP
SYDNEY, NSW
03.2019 - Current
- Drive elimination of waste by streamlining process that recognise value chains
- End-to-end project management (DMAIC) and change delivery
- Managing risk tickets; creating, improving and reporting on controls
- Responsible for delivery and execution of continuous improvement program for RIA colleagues to raise pain points (ideas@IAG)
- Role model and influence customer-centric decision making
- Represent RIA in wider forums to share insight, colleague and customer pain points that require cross functional work such as Privacy Interlock, Risk and Complaints forum
VALUE PARTNER RELATIONSHIP CONSULTANT/SPECIALIST
NRMA INSURANCE (IAG)
HURSTVILLE, NSW
12.2018 - 03.2019
- Design and delivery of web and consultant-based sales initiatives unique to product
- Partner relationship management
- Supporting the day-to-day operations of sales and service teams
- Executive complaints management
CUSTOMER INSIGHT & ASSURANCE CONSULTANT
NRMA INSURANCE (IAG)
HURSTVILLE, NSW
03.2017 - 12.2018
- Building quality insurance framework (CIM tool)
- Control Testing
- Gathering insights from data and customer and consultant behaviour
- Providing recommendations on business opportunities
- Mentoring Peers
- Upskilling team through facilitated sessions
- Quality Assurance Auditing & Adhoc deep-dives
SALES AND SERVICE TEAM CONULTANT & TEAM LEADER
NRMA INSURANCE (IAG)
HURSTVILLE, NSW
01.2014 - 03.2017
- Management of complex customer queries including escalated calls
- Acting as a central point of contact between staff and operations
- Delivery of mentoring, coaching and professional development
- Deconstructing performance reporting into coaching actions
- Leading a large team of 15 on-boarders to pilot a new way of training format
- Leading staff on performance plan to maintained results
- Leading Cultural Advisory team
- Quality Assurance
Education
Cert III - Financial Services
01.2015
HSC -
Menai High School
12.2008
Skills
- Collecting and analyzing cross-sectional data to identify and gain actionable insight on business opportunities
- Ability to simplify and clearly communicate complex problems and root cause
- Creating business cases through effective story-telling and ROI that cuts-through noise
- Designing balanced solutions that account for business goals and end user experience
- Influence and maintain motivated stakeholder networks
- Business process reengineering
- Lean Six Sigma
- Value stream mapping
- Waste elimination
References
- Rachelle, Stark, Program, Planning & Enablement Manager, +61 411 012 638, IAG
- Jeffrey, Thomas, Reputation and Governance Manager, +61 411 012 802, IAG
ADDITIONAL INFORMATION
- Status: Australian Citizen
- Licence: Current NSW Class C
Timeline
CONTINUOUS IMPROVEMENT SPECIALIST
INSURANCE AUSTRALIA GROUP
03.2019 - Current
VALUE PARTNER RELATIONSHIP CONSULTANT/SPECIALIST
NRMA INSURANCE (IAG)
12.2018 - 03.2019
CUSTOMER INSIGHT & ASSURANCE CONSULTANT
NRMA INSURANCE (IAG)
03.2017 - 12.2018
SALES AND SERVICE TEAM CONULTANT & TEAM LEADER
NRMA INSURANCE (IAG)
01.2014 - 03.2017
Cert III - Financial Services
HSC -
Menai High School
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