Nicole Muirhead
Thabeban,QLD
Summary
- Highly personable Customer Service/Administration Professional with over Thirty Five (35) years of experience in account management, claims and sales processing, and call-centre operations within the finance and insurance industries.
- Talent for identifying customer needs and presenting appropriate company product and service offerings.
- Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
- Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.
- Expertise in resolving escalated customer service issues.
- Secured numerous company achievement awards for delivery of exceptional customer service.
Successful Customer Service Professional with 35 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Tactful Claims Specialist with expertise in settlement preparation, claims processing and appeal filing. Diplomatic and personable professional accustomed to handling sensitive, confidential information and investigating complex liability claims. Committed to maintaining customer satisfaction and contributing to company success. Friendly insurance professional experienced in investigating and processing insurance claims. Hardworking and communicative individual excels at interpreting policies and negotiating payment solutions. Recognized for providing optimum service to policyholders and quickly identifying fraudulent claims.
Overview
40
40
years of professional experience
Work History
Home Claims Specialist
WNS Global Services - Contracted To Suncorp
WORK FROM HOME
07.2022 - Current
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Customer Care Specialist
Our Cow Pty Ltd
WORK FROM HOME
01.2022 - 05.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Verified accuracy of customer account information and updated when necessary.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer inquiries via phone, email, and web-based platforms.
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Directed customers to appropriate departments for additional support.
- Identified customer issues with products or services, investigated causes, and initiated resolutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Answered average of 55 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Provided customers with detailed information on company products, services and materials.
- Coordinated timely responses to online customer communication and researched complex issues.
- Requested escalation for unresolved issues.
Inside Sales Executive
NEWSCORP PTY LTD
01.2019 - 06.2020
- I am an Inside Sales Executive for local Newspaper The Bundaberg News Mail.
- I sold advertising space to businesses that are either new business that I have cold called or have only advertised seasonally.
- Once sale was made I followed the process from payment thru to putting a brief together fo Editorial Writer and for the Graphic Designer to design art work and getting approvals signed off by client.
- I have excellent time management skills and attention to detail.
- I have been made redundant due to the closure of our newspaper as print product.
- I can sell ice to Eskimo’s and can communicate with people at all levels of society.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Worked closely with other departments to promote products and marketing campaigns.
- Updated accounts and maintained long-term relationships with clients.
- Trained employees on new technology and sales methods to build highly-knowledgeable and successful team.
- Cultivated productive relationships and maintained quality communications with account contacts to maximize client retention.
- Coordinated activities and projects to plan sales department operations and meet timelines.
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Informed customers of promotions to increase sales productivity and volume.
Office Manager/Personal Assistant to the Managing Director
APPLICOAT PTY LTD
LOWER BELFORD NSW
01.2012 - 01.2016
- Carrying out of all administration tasks required to run the business and also a supply company as well I was in charge of all invoicing for both companies and also debt collection, payroll, phone enquiries, PA to Company Directors and ensured that all government returns were submitted as required.
- Daily contact with Project Manager and Company Accountant.
- Email inbox monitoring for Company Directors
- Managing all Correspondence in/out of Office
- Monthly Billings
- Debt Collection
- Communicating with all Project Managers on different sites
- Arranging Accommodation/Flights for Company Directors
- Organising Functions
Site Administrator
CONNECT PERSONNEL
SINGLET ARMY BASE NSW
01.2011 - 01.2012
- I was contracted to John Holland ELF Stage 2 Singleton as Site Administrator.
- I performed all Administrative duties for the project staff.
- I had been given the task of controlling the National Code of Practice compliance of all Subcontractors for the project and I was also been given the task of ensuring that all Subcontractors are made aware of our National Code of Practice policies by presenting on a regular basis at Subcontractor meetings.
- I was also processing accounts payable for this project.
- We have recently been audited for National Code of Practice and we are the only John Holland site Australia wide to have a 100% audit result with no non conformances received.
- I am responsible for all administration tasks for the project which includes and not limited to scanning of all correspondence to project staff, ordering and issuing of all workforce clothing and PPE, entering of all purchase orders in to our system.
Customer Relations Manager/Call Centre Operator
ICT Australia Pty Ltd
01.2010 - 01.2011
- Employed as A Customer Relations Manager on a Westpac Campaign.
- Quality Assurance experience of Monitoring calls, correcting operator Errors, and ensuring Compliance by the company and its employees.
- Activating customers Debit and Credit cards as per Westpac’s guidelines and in accordance with the Privacy Act.
- Taking calls from Westpac customers reporting lost and stolen Debit and Credit Cards.
- Referrals of customers to other departments as per customer triggers during conversations.
- Training of new CRM’s prior to taking live calls on the Calling Floor.
- Supervising CRM’s in team leader’s absence.
- Answering calls on an inbound team selling Life insurance and Funeral Insurance where I received lots of recognition for sales excellence.
Administration Manager
Beach House Health and Fitness
01.2008 - 01.2009
- Interfaced with customers to identify needs, field questions, and facilitate Membership sales.
- Provided membership information, completed monetary transactions, and resolved issues as needed.
- Coached and mentored new employees in customer-service processes and company policies.
- Played key role in reducing labor costs by recommending staff scheduling changes.
- Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues.
- Debt collections.
- Ensuring compliance to all O H & S regulations.
- Organising the Rostering of all staff.
- Arranging and the co-ordination of the servicing of the equipment.
Sales and Service Assistant
Suncoprp/GIO
Maitland NSW
01.2004 - 01.2008
- As Sales and Service Assistant, I was responsible for providing excellent customer service to each and every customer.
- Activating of Customers Debit and Credit cards as per guidelines and Privacy Act.
- Handling direct customers banking transactions Referral of customers to other Departments as per customer triggers during conversations, I received State Managers Award for Excellence in Customer Service for NSW.
Customer Service Representative
Kingston Industries Pty Limited
01.1998 - 01.2003
- Recruited to provide top-notch service to both internal and external customers.
- Processed airline ticket orders, answered questions, responded to concerns, and alleviated delicate situations with professionalism and sensitivity.
- Assisted Training Manager in creating and updating training materials.
- Prepared weekly reports for Customer Care Supervisor.
- Selected to coach and mentor new customer service representatives for opening of new call center.
- Achieved perfect score on all phone monitors throughout tenure.
- Received Customer Service Award for outstanding track record of positive customer feedback.
- Debt Collection and Recoveries.
- Allocation of Equipment.
- Management of other office staff.
Regional Managers Secretary/Personal Assistant for Quality Assurance Manager
Boral Pty Limited
01.1995 - 01.1997
- I was employed by the Boral Group of Companies across a number of different industries.
- I was heavily involved in Return to Work process and Workers Compensation claims and Quality Assurance procedures.
Managers Secretary/Customer Service Officer/Internal Relief Officer
Westpac Banking Corporation Maitland NSW
01.1984 - 01.1989
- I had five years service at Westpac and during that time I performed a number of roles in the Branch with the majority of those were customer service.
Education
High School Diploma -
St Mary's Dominican Convent
Maitland 12.1982
Skills
- Microsoft Office System (including Microsoft Word, Microsoft Excel and Microsoft Outlook)
- Proficient in the activation of Debit and Credit Cards and excellent knowledge of the Privacy Act
- Understanding of peoples’ demeanour of being on Centrelink Payments
- Accountant, Policies
- Accounts payable, Presenting
- Administrative, Processes
- Advertising, Quality Assurance
- Art, Reporting
- Attention to detail, Sales
- Banking, Selling
- Call center, Scanning
- Coach, Scheduling
- Credit, Supervisor
- CRM, Supervising
- Customer Relations, Phone
- Client, Time management
- Customer-service, Training materials
- Excellent customer service, Writer
- Customer Service
- Customer Care
- Debit
- Editorial
- Senior management
- Government
- Graphic Designer
- Inside Sales
- Insurance
- Invoicing
- Team leader
- Meetings
- Mentor
- Microsoft Excel
- Microsoft Office
- Office
- Microsoft Outlook
- Microsoft Word
- Monitors
- Newspaper
- Payroll
- Customer Account Management
- Understanding Customer Needs
- Call Documentation
- Customer Service Excellence
- Online Chat
- Interpretation and Translation Services
- Issue and Complaint Resolution
- POS Systems and Ordering Platforms
- Order and Refund Processing
- Courteous with Strong Service Mindset
- Needs Assessment
- Customer Retention Strategies
- Customer Data Confidentiality
- Data Entry and Maintenance
- Till Counting
- Upselling Products and Services
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Information Extraction
- Upbeat and Positive Personality
- Workload Planning
- Information Updates
- Building Customer Trust and Loyalty
- Conflict Mediation
- Responding to Difficult Customers
- Client Meetings
- Call Control
- Corrective Actions
- Accurate Recordkeeping
- Financial Transactions
- Providing Feedback
- Accounts Payable and Accounts Receivable
- Business Opportunities Support
- Corporate Standards
- Performance Feedback
- Selling Skills
- Special Requests
- Technical Aptitude
- Operational Efficiency
- Customer Implementation Support
- Process Improvement Initiatives
- Excellent Attention to Detail
- Team Meetings
- Client Rapport-Building
- Establishing and Maintaining Customer Relationships
- Clerical Support
- Effective Working Relationships
- Inbound and Outbound Calling
- Promoting Brand and Company Identity
- Invoice Preparation and Processing
- Sales and Upselling
- Administrative and Office Support
- Livechat Messaging
- Documentation
Timeline
Home Claims Specialist
WNS Global Services - Contracted To Suncorp
07.2022 - Current
Customer Care Specialist
Our Cow Pty Ltd
01.2022 - 05.2022
Inside Sales Executive
NEWSCORP PTY LTD
01.2019 - 06.2020
Office Manager/Personal Assistant to the Managing Director
APPLICOAT PTY LTD
01.2012 - 01.2016
Site Administrator
CONNECT PERSONNEL
01.2011 - 01.2012
Customer Relations Manager/Call Centre Operator
ICT Australia Pty Ltd
01.2010 - 01.2011
Administration Manager
Beach House Health and Fitness
01.2008 - 01.2009
Sales and Service Assistant
Suncoprp/GIO
01.2004 - 01.2008
Customer Service Representative
Kingston Industries Pty Limited
01.1998 - 01.2003
Regional Managers Secretary/Personal Assistant for Quality Assurance Manager
Boral Pty Limited
01.1995 - 01.1997
Managers Secretary/Customer Service Officer/Internal Relief Officer
Westpac Banking Corporation Maitland NSW
01.1984 - 01.1989
High School Diploma -
St Mary's Dominican Convent