Tabletop Games, Walking, Puzzles, Escape Rooms
MELANIE SPELLMORE
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Insurance industry. Specialise in quality, speed and process optimisation. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. An analytical problem-solver with a talent for process improvement while delivering core company objectives.
Overview
23
23
years of professional experience
Work History
Senior /Client Service Officer - Estate Management
NSW Trustee and Guardian
08.2019 - Current
- Managing and supporting customers with Financial decision-making services, including complex financial situations such as property and legal matters
- Liaising with customers and stakeholders by phone and email, relying on processes to guide decisions to best meet the customers' financial needs
- Preparing and adhering to client budgets
- Additional responsibilities: due to my computer and scheduling skills, was responsible for preparing and maintaining staff roster within team of approximately 20 staff.
- Developed an Excel tool to largely automate a manual monthly payment report for my business unit
Project Officer
NSW Trustee and Guardian
11.2018 - 08.2019
- Responsible for establishing organisational protocols for Disability Plan Management, including building tools and resources for use by staff
- Worked collaboratively with IT to implement system changes for the new process, as well as writing manuals for use by staff
- Regular reporting to senior management
- Single team member, working autonomously
- Recovered over $1.6M for vulnerable clients
Insurance Claims Specialist
NRMA Insurance
09.2001 - 09.2017
- Worked in several roles, including claim lodgements and processing across multiple portfolios (including vehicle and property), fraud investigations and managing written-off vehicles
- Strong focus on customer service as well as legal and company-wide compliance requirements
Business Performance (Reporting)
NRMA Insurance
01.2015 - 01.2016
- Responsible for Daily, Weekly and Monthly Reporting on phone statistics in various business units in a 24/7 Call Centre
- Prepared ad-hoc reports and analysis, as requested by Business Unit Managers
- Extracted reports from various software and imported relevant information into Excel, generating graphs and pivot tables as appropriate
Education
Certificate IV - Accounting And Bookkeeping
TAFE NSW
01-2026
Certificate IV - Frontline Management
TAFE NSW
01.2007
Certificate III - Financial Services
TAFE NSW
01.2004
Certificate III - Telecommunications
TAFE NSW
01.2002
Skills
- Computer Skills
- MS Office, particularly Excel
- Customer Service
- Communication
- Teamwork
Interests
Timeline
Senior /Client Service Officer - Estate Management
NSW Trustee and Guardian
08.2019 - Current
Project Officer
NSW Trustee and Guardian
11.2018 - 08.2019
Business Performance (Reporting)
NRMA Insurance
01.2015 - 01.2016
Insurance Claims Specialist
NRMA Insurance
09.2001 - 09.2017
Certificate IV - Accounting And Bookkeeping
TAFE NSW
Certificate IV - Frontline Management
TAFE NSW
Certificate III - Financial Services
TAFE NSW
Certificate III - Telecommunications
TAFE NSW
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