Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Marnie Irving

Shellharbour

Summary

Leveraging a strong background in Business Development Management within Real Estate and extensive Leadership experience in Sales & Customer Experience across the Private Health Insurance in the non-for-profit sector, I am now committed to building a long-term career as a Customer Relations Consultant at Warrigal.

With prior experience in the aged care industry, I will provide an empathetic, professional, and solutions-focused approach, along with a proven ability to foster meaningful relationships. I thrive in collaborative, fast-paced environments and am dedicated to delivering exceptional service that supports both organisational goals and the unique needs of older individuals in our community.

My adaptability and drive to continuously learn make me a valuable contributor to Warrigal Care’s mission and success and a lasting positive experience to our residents introduction and continued experience over their ever-changing needs

Overview

11
11
years of professional experience

Work History

Business Development Manager

One Agency Elite Property Group
10.2024 - Current
  • Conducted market research to identify new business opportunities and trends.
  • Assisted in developing strategic partnerships to enhance company growth initiatives.
  • Supported the preparation of proposals and presentations for potential clients.
  • Maintain up-to-date knowledge of market trends, competitor activities and legislation change to identify and capitalise on growth opportunities.
  • Collaborated with cross-functional teams to align business development strategies.
  • Monitored competitor activities and industry developments to inform strategy adjustments.
  • Participated in networking events to promote brand awareness and relationship building.
  • Maintained accurate records of client interactions using CRM systems for tracking purposes.
  • Facilitated communication between departments to ensure alignment on business objectives.
  • Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
  • Developed customised solutions for clients based on a deep understanding of their individual needs and delivering exceptional value and driving repeat business.
  • Delivered compelling sales presentations to prospective clients, highlighting the unique value proposition of our products and services.
  • Strengthened client relationships, conducting regular follow-up meetings to ensure satisfaction and uncover additional needs.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Managed a diverse portfolio of accounts, consistently exceeding revenue targets through upselling strategies and exceptional customer service.
  • Developed customised solutions for clients based on a deep understanding of their individual needs, delivering exceptional value and driving repeat business.
  • Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.

Private Health Industry Service Specialist

Teachers Health Fund
07.2023 - 10.2024
  • Assisted members with inquiries regarding health fund services and benefits.
  • Processed claims efficiently, ensuring compliance with internal policies and procedures.
  • Coordinated with healthcare providers to resolve member issues and improve service delivery.
  • Educated members about coverage options and wellness programs to enhance their health experience.
  • Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
  • Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
  • Mentored junior staff members on best practices regarding service excellence while modelling exemplary behaviour at all times.
  • Handled escalated customer concerns with professionalism and empathy to resolve their complaints and provide a positive outcome.
  • Support members through their health journeys and support their ever-changing needs through needs analysis and education

Sales & Retention Team Leader

Peoplecare Health Insurance
08.2018 - 07.2023
  • Manage the Sales, Retention and cover evaluations teams’ day to day workflow, monitoring phone coverage and workloads and adjust resourcing accordingly to meet targets
  • Developing the sales team, coordinating sales operations and implementing sales techniques that allow the business to meet and surpass its sales targets consistently
  • Support the Sales Team in reaching monthly conversion target to provide business growth.
  • Undertake monitoring of phone and processing workload to ensure they are being completed according to plan
  • Look for opportunities to improve processes, by enhancing the customer experience or working more effectively.
  • Oversee planning for following years business plan
  • Be an escalation point for the team for complex questions and queries received from members.
  • Coaching and development of team members to create a culture of continuous improvement in their results.
  • Priorities the documentation for completion of relevant compliance modules and regulatory and reporting the business and WHS modules and assessments for team members to align with business standards and PHI Government bodies.
  • Manage customer complaints within the guidelines outlined in the Complaints Handling, Delegations, and Code of Conduct policies. And provide coaching and feedback to team members as appropriate.
  • Assist the Performance & Capability Coaches in establishing quality standards for phone service (Call Quality Monitoring) and processing work (QA) and coach staff to continually improve their results.
  • Contribute to technical information and support documents such as updating training/reference information materials and guides.
  • Contribute to the development and review of processes and procedures.
  • Develop collaborative & effective relationships with other teams throughout Peoplecare, along with suppliers and industry groups.
  • Assist the Service Delivery Manager in project work as needed.
  • Coordinate staff to undertake systems testing on new enhancements and new system developments as required.
  • Compile and report information as requested including regular ad hoc reports and end of month reports on completed modules and updates with our HR department.
  • Adherence to company cultural markers

Senior Customer Service Specialist

IRT Lifestyle & Care
06.2014 - 07.2018
  • Receptionist for our residents and families
  • Inbound & outbound customer and health professional’s enquiry calls
  • Administration duties
  • Processing sales leads after discussing and providing needs analysis and handling lifestyle & care availability enquiries
  • Guiding and educating families on our different services and process to access the correct care for their family members needs
  • Discussing and assisting to navigate NDIS, care package assessments, and financial options for both our care centres, In-Home Care support packages and lifestyle community properties
  • Uploading & scanning of all paper data and applications
  • Handling and filing sensitive information whilst following set guidelines and procedures
  • Training & supporting new staff member
  • Providing support to IRT coordinators and liaising with clients, health professionals and staff members of the organisation
  • Assisted at our care centres through front-facing service
  • Volunteering at care events and assisting our residents and families
  • Providing information and detail conversations through meetings with client walk-ins regarding IRT products and communities
  • Reporting all technological issues to IRT IT Case Managers and switchboard operator to direct enquiries to appropriate departments and Executive Members.
  • Liaising with different departments and booking meetings in multiple training rooms

Education

Certificate III - Customer Contact

TAFE NSW
NSW

Certificate IV - Real Estate

Entry Education
Sydney, NSW

Training & Courses -

Other Education
Wollongong, NSW

Skills

  • High level customer service experience with a strong ability to adapt to individuals needs and provide successful outcomes
  • Over 15 years of experience in sales and clients need analysis to identify an individual requirement and match them with tailored solutions
  • Skilled in liaising with key stakeholders, clients, and internal teams to efficiently manage sales processes, administrative tasks, and diverse communication needs, while ensuring accurate and confidential file management
  • Strong interpersonal communication skills
  • Building and maintaining long-term client relationships
  • Excellent organisational and time-management skills
  • Demonstrated ability to manage various responsibilities in a fast-paced environment with time critical deadlines
  • Proven ability to work independently as well as collaboratively in a team environment
  • Comfortable with liaising with key stakeholders, customers, and team members to efficiently manage and process position responsibilities and tasks, administration requirements, assist with all communication style enquiries and file management
  • Collaborating with external stakeholders (referral partners, allied health, families)
  • Multiple years of leading and facilitating successful continuous improvement projects across multiple business departments
  • Confident in communicating complex processes clearly and providing support and guidance with empathy and knowledge
  • Managing expectations with professionalism and sensitivity
  • Working with leads and nurturing them over time to lead to strong relationships and conversions
  • Able to lead updates in sales and strategies in team workshops and team meetings
  • Proficient in CRM platforms and Microsoft Office

Timeline

Business Development Manager

One Agency Elite Property Group
10.2024 - Current

Private Health Industry Service Specialist

Teachers Health Fund
07.2023 - 10.2024

Sales & Retention Team Leader

Peoplecare Health Insurance
08.2018 - 07.2023

Senior Customer Service Specialist

IRT Lifestyle & Care
06.2014 - 07.2018

Certificate III - Customer Contact

TAFE NSW

Certificate IV - Real Estate

Entry Education

Training & Courses -

Other Education

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Marnie Irving