Nathan Thomas
Kilmore
Summary
Insurance Industry Specialist, with over 10 years experience across B2C, B2B and Small Medium Enterprise. Extensive experience working with various brands, platforms, products and applications. Driven team player with strengths in gap analysis, brand a NB growth, stakeholder management, coaching and facilitation.
Overview
10
10
years of professional experience
Work History
Web Support Consultant
IAG
01.2023 - Current
- Improved team Ways of Working to enhance operational effectiveness/efficiencies
- Completing sales & service enquiries for both CGU legacy and Enterprise Platform products
- 1:1 coaching to onboard new team members
Community Management Specialist
IAG
02.2017 - 01.2023
- Overseeing management of all IAG brand social media pages and review platforms
- Analysis and reporting of: marketing campaign effectiveness, page/follower growth, engagement volume and customer advocacy/sentiment, comparison to industry standard and internal work efficiency
- Consulting on content production in order to maximise online engagement and campaign effectiveness
- Managing online response to crisis situations (weather, security risk, media threat etc)
- Project managing for process improvement and strategic/long term planning
- People leader to 9 consultants including rostering, development plans and regular 1:1 coaching
- Stakeholder management, both internal and external
- Improved page content, keyword relevancy, and branding to achieve search engine optimization goals
- Set clearly defined goals to drive major business initiatives, including increased customer retention, sales, online presence, brand awareness and website or social media traffic
Senior Digital Consultant/Team Leader (seconded)
IAG
12.2014 - 02.2017
- Acted as senior team member, stepping in to seconder as Team Leader on multiple occasions (team of 12)
- Oversaw digital-monitoring, coaching, performance and corrective action for all team members
- Prioritized team and individual goals to effectively achieve business objectives
- Assisted in training, motivating and coaching team members to meet required centre goals
- Developed knowledge of products, processes and digital trends to provide recommendations for improved customer experience
Commercial Insurance Agent
IAG
12.2013 - 12.2014
- Investigated and resolved customer complaints to foster satisfaction.
- Managed high-value existing and new business partnerships to deliver on objectives and maximize corporate revenue, support and awareness.
Skills
- Stakeholder Management
- Gap analysis
- Coaching and facilitation
- New Business and Brand growth
- Legacy and Enterprise Platform application and product knowledge
- Social Media and Community Management
Timeline
Web Support Consultant
IAG
01.2023 - Current
Community Management Specialist
IAG
02.2017 - 01.2023
Senior Digital Consultant/Team Leader (seconded)
IAG
12.2014 - 02.2017
Commercial Insurance Agent
IAG
12.2013 - 12.2014
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