Melissa Fraser

Automotive engineering workshop servicing large scale motor vehicle body repairs for the insurance industry Victoria wide.

My roles within the company have included, administration assistant, receptionist, accounts assistant, customer relations officer, estimator, invoice handler and office manager.

• Provided exceptional customer service when addressing client inquiries or concerns via face-to-face, phone calls or email correspondence.
• Developed and maintained successful relationships with customers, repairers and insurance assessors.
• Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
• Maintained customer files, records of customer interactions, customer notes, and other information inputting into the internal database.
• Facilitated communication between customers, repair technicians, and insurance providers to ensure a seamless service experience for all parties involved.
• Assisted the parts department, ordering necessary parts, and tracking backorder items to maintain repair deadlines.
• Assisted the parts department obtaining parts quotes via phone calls, email or an automotive parts software program (Parts Check).
• Coordinated inbound and outbound freight requirements.
• Coordinated inbound and outbound tow truck bookings.
• Ran daily workshop meetings with workshop management to ensure timely completion of repairs for customers.
• Liaise with workshop management regarding any concerns that can affect repair times such as, staff attendance, parts delays, repair issues etc and provide clear and accurate updates to customers.
• Process all incoming vehicles ensuring accuracy of data
• Facilitated seamless interactions between customers, insurance representatives, and shop personnel during the repair process.
• Managed the company invoicing including reviewing all repair estimates. Reviewing labour and parts costs against the repair estimate and insurance assessments.
• Worked closely with management and the accounts department to ensure monthly invoicing targets are met.
• Ensured compliance with industry regulations and company policies when generating invoices.
• Supported department heads through administrative assistance across a wide variety of roles.

Client manager at AAMI Frankston assessment centre - inbound & outbound calls. Client managing motor claims. Sales & Service. Customer concierge service and vehicle assessment.

• Developed and maintained effective relationships with customers during their claims experience.
• Valet service, checking in customers vehicles, assessing damage, and providing professional and efficient customer service.
• Built customer relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Maintained detailed records of all client interactions, ensuring accuracy in reporting and facilitating clear communication across teams involved (claims handlers, repairers, assessors).
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Worked closely with insurance assessors when required to assist with technical repair complaints.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Escalated complex claims to senior management for further review, ensuring a collaborative approach to decision-making and fair outcomes.
• Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.

Motor & Home insurance claims officer - inbound call centre.

• Processed and recorded a high volume of new motor and home insurance claims daily, ensuring accuracy in all details.
• Handled a high volume of customer enquiries and updates professionally and efficiently.
• Provided support to customers in emotional distress.
• Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
• Assisted clients in navigating the claims process, ensuring timely resolution of issues and promoting overall satisfaction.
• Effectively managed conflict and complaints with ability to escalate when required.
• Processed excess payments.
• Followed up with customers on unresolved issues.
• Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.

Motor & Home insurance call centre handling new policy enquiries, generating quotes, starting of policies, payments and existing policy enquires.

• Educated customers on various insurance products, empowering them to make informed decisions that suit their needs.
• Provided comprehensive product knowledge and guidance to help customers on product selection.
• Achieved individual and team sales targets.
• Ability to handle conflict and complains professionally.
• Maintained up-to-date knowledge of product and service changes, participating in regular team meetings.
• Delivered prompt service to prioritise customer needs.
• Educated customers about billing, payment processing and policies and procedures.
• Calculated premiums and established payment methods.
• Collected premiums and issued accurate receipts.

• Barista, baker and shop attendant.
• Ensured efficient opening/closing procedures were followed daily including balancing cash registers and securing facilities as per guidelines set forth by management.
• Prepared fresh baked goods throughout day, ensuring consistent high-quality products for customers.
• Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
• Made and served café beverages with focus on speed, quality and consistency.
• Managed inventory by restocking shelves, conducting regular stocktakes, and efficiently processing incoming shipments.
• Training new team members on company policies, procedures, and best practices for efficient operation of store.
• Trained new team members with positive reinforcement and respectful, encouraging coaching.
• Support team members during high volume peak hours.
• Resolved customer concerns and complaints in timely manner, ensuring complete satisfaction and repeat business.
• Accurately handling cash transactions, issuing receipts, and bagging merchandise.
• Maintained safety standards throughout store by addressing spills or hazards promptly and adhering to company protocols.
• Assisted in managing seasonal promotions by setting up displays, replenishing sale items, and informing customers of ongoing specials.
• Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
• Cleaned counters, machines, utensils, and seating areas daily.
• Maintained regular and consistent attendance and punctuality.
• Balanced multiple tasks simultaneously during busy periods while still delivering exceptional customer service experiences.

• Maintained a clean and organized café environment, adhering to health and safety regulations.
• Managed cash register transactions accurately, ensuring proper handling of cash and credit card payments.
• Wiped, sanitized and maintained floors, facility, and equipment to adhere with company standards and procedures.
• Handled high-pressure situations calmly while multitasking effectively to maintain optimal productivity levels during busy periods.
• Restocked inventory and ingredient items to maintain optimal kitchen efficiency.
• Produced food and drink products adhering to company quality and quantity standards.
• Assisted in training new hires by sharing best practices related to customer service, food preparation, and cafe operations.
• Received consistently positive feedback from customers on attentive service.
• Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
• Replenished products daily for optimal freshness and visibility.
• Delivered food to guest tables with timeliness and efficiency.
• Adhered to food safety regulations, ensuring all products were stored at correct temperatures and handled appropriately during preparation.