Lucy White
Melbourne
Summary
Multitasking Incident Manager with a background in insurance and operational incident management. I have developed expertise in resolving complex account issues end to end, managing client relationships and executing burn down plans. Throughout my career, I have successfully handled high stakes incidents, ensuring that all aspects of the resolution were managed effectively and efficiently. I have had direct experience working on two client exits, where I played a key role in managing the burn down plans and ensuring a smooth transition. My experience working with large, complex incidents such as insurance PYS related and direct investment option/ tax issues, has provided me the ability to navigate challenging situations, mitigate risks, and deliver updates and results in a timely manner. One of my proudest achievements is the continuous positive feedback I have received from my clients regarding my member first approach and efforts to provide ongoing updates and support to the client. I have been honoured to receive two SPIRIT awards from my clients regarding in recognition of my exceptional work and contributions to their success. These accolades are a testament to my strong work ethic, problem solving skills and ability to exceed client expectations. I am confident that my experience in incident management, client facing roles and operational excellence make me an ideal candidate.
Overview
9
9
years of professional experience
Work History
Incident Manager
Mercer
01.2022 - Current
- Handled insurance and operational incidents end to end with exceptional poise and composure, making quick decisions in effort to reduce overall impact to our members and business.
- Prepare weekly incident reports for our clients and facilitated weekly meetings to discuss open incidents.
- Effectively prioritising, escalating and responding to client queries and concerns within our centralised client email inbox.
- Increased client satisfaction by providing timely and accurate updates during incident resolution process through to completion.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
Member Service Specialist
Mercer
06.2019 - 01.2022
- Responding to member enquires and emails regarding their superannuation account. This involved basic tasks such as payment related enquires, processing and updating insurance records through to member escalations concerning their account.
- Assisted in training new team members.
- Management of our team centralised inbox. This involved responding to internal departments and escalating member requests efficiently. This often required outbound calls to members providing individual support where they needed immediate action and of sensitive nature.
- Daily team workflow allocation.
- Promoted to 2IC and this responsibility allowed me to provide backup support to my team manager with preparing reports, attending leadership meetings and the lodgement of team member daily work completion statistics.
Call Center Helpline Specialist
Mercer
02.2017 - 06.2019
- Answer inbound calls from members which result in investigating enquires relating to superannuation, investments and insurance ensuring member security is adhered to the highest standards.
- Providing expert support to members around statements, balances, transactions, member online support, complex pension and financial hardship matters.
- Emailing member forms and documents.
- Providing exceptional customer satisfaction by efficiently addressing and resolving issues.
Receptionist Administrator
ABF Partners
12.2015 - 12.2016
- Front desk reception duties which involved greeting clients and offering refreshments before their appointment with the accountants or financial planner.
- Answering phones and scheduling appointments.
- Keeping reception area clean and neat to give visitors positive first impression.
- Preparing letters and mail outs.
- Filing.
Education
High School Diploma -
Euroa Secondary College
Euroa, VIC12-2014
Skills
- Clear and concise communication skills to keep all stakeholders and client regularly updated on the incident and its impact
- Problem solving Efficiently analysing the root cause and appropriate preventative controls to provide solutions under pressure to minimise overall member impact This involves understanding systems and technologies involved in the incident to assist with mitigation
- Time management Knowing which tasks are to be prioritised to ensure incidents are resolved efficiently
- Exceptional collaborative skills with cross functional teams to coordinate action plans and response efforts to share updates with clients on incident progress
Languages
English
Native or Bilingual
Timeline
Incident Manager
Mercer
01.2022 - Current
Member Service Specialist
Mercer
06.2019 - 01.2022
Call Center Helpline Specialist
Mercer
02.2017 - 06.2019
Receptionist Administrator
ABF Partners
12.2015 - 12.2016
High School Diploma -
Euroa Secondary College
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