Olivia Campbell
Summary
Versatile and results-driven professional with a strong background in construction administration, retail operations, and workforce scheduling. Experienced in coordinating construction site activities, managing staff rotas and optimising workforce efficiency. Adept at leading teams, delivering exceptional customer service, and thriving in fast-paced environments. Recognised for a positive attitude, excellent communication skills, and the ability to work collaboratively while also taking initiative. Committed to achieving results through strong planning, organisation, and problem-solving abilities.
Overview
11
11
years of professional experience
Work History
Claims Specialist
RAC Insurance
Perth, WA
04.2025 - Current
- Investigate, review, and process insurance claims in accordance with policy terms and compliance regulations
- Assess claim validity, determine liability, and calculate payment amounts
- Communicate with clients, medical providers, legal teams, and third-party vendors to gather necessary documentation and resolve claim issues
- Document all claim activity in internal systems with accuracy and attention to detail
- Monitor open claims and ensure timely follow-up and resolution
- Identify and escalate potentially fraudulent or complex cases for further investigation
- Negotiate settlements and authorise claim payments within approval limits
- Ensure compliance with legal, regulatory, and company standards (e.g. WorkCover, insurance codes, privacy laws)
- Collaborate with underwriters and adjusters to resolve discrepancies or policy queries
- Maintain confidentiality of sensitive claimant and company information
- Deal with complaints and liaise with the department of transport
HR Manager
United Utilities
12.2020 - 03.2025
- Managed staffing levels, ensuring adequate coverage across multiple departments
- Monitored and reported on sickness, holidays, and overtime to maintain efficiency
- Developed and executed workload plans, balancing priorities and resources
- Led meetings to align teams with company objectives and performance targets
- Negotiated schedules and resources to optimize productivity and reduce costs
- Took proactive measures to prevent operational disruptions, while responding swiftly to emerging challenges
- Analyzed data to make calculated decisions that improved efficiency and met business goals
- Negotiate and influence at all levels to ensure business needs are met
- Had difficult conversations with staff who are not achieving
- Pro-actively working closely with team leaders and section managers to identify trends and issues to implement necessary mitigations minimizing negative impacts
- Applied problem solving skills to reach resolutions and overcome obstacles
Construction Services
United Utilities
05.2019 - 12.2020
- Coordinated staffing levels, ensuring efficient scheduling to meet project deadlines
- Liaised with developers and contractors to streamline communication and resolve issues
- Scheduled and managed appointments, ensuring timely project execution
- Handled email and phone correspondence, providing clear and professional responses
- Ensured construction sites were stocked with the correct materials to prevent delays
- Conducted health and safety checks, ensuring compliance with regulations
- Managed overtime, sickness, and holiday reporting to maintain workforce efficiency
- Produced detailed construction quotes, balancing cost efficiency with client requirements
- Led meetings to align teams with project goals and resolve challenges
- Made calculated decisions to mitigate risks and improve operational efficiency
- Sale ordering payments
Customer Advisor Advanced - Project Tremor
United Utilities
08.2017 - 05.2019
- Managed a high volume of inbound and outbound calls related to debt and billing issues
- Negotiated payment plans with customers via telephone, email, and written communication
- Collected and recovered over £1 million in legacy debt, meeting and exceeding daily targets
- Investigated accounts to ensure accurate data capture and correct billing
- Processed change of tenancy agreements and conducted credit searches
- Liaised with metering, legal, and court teams to ensure proper recovery procedures
- Prepared write-off packs and followed recovery processes, including IVA and bankruptcy cases
- Handled escalated calls, resolving complex customer disputes professionally
- Used SAP and other systems to book payments, manage accounts, and run data reports
- Maintained compliance with industry regulations and company policies while working under pressure
Customer Advisor Advanced - Debt department
United Utilities
02.2017 - 08.2017
- Assessed customers' financial positions to determine suitable debt repayment options
- Managed high volumes of calls, handling difficult conversations with professionalism
- Provided customers with information on affordability schemes, debt relief orders, and IVAs
- Liaised with third-party organizations to coordinate payment solutions
- Identified vulnerable customers and ensured they received appropriate support
- Created and managed payment plans, helping customers regain financial stability
- Processed write-offs and debt adjustments in line with company policies
- Utilized Dynamics and EWQ systems to manage accounts and track customer interactions
- Worked within deadlines and targets to maintain efficiency in debt recovery operations
Team Leader
Iceland
06.2014 - 02.2017
- Managed stock merchandising, ensuring products were displayed effectively
- Handled cash transactions and assisted with refunds and returns
- Communicated with customers, resolving complaints and providing excellent service
- Assisted in coordinating deliveries, ensuring stock accuracy and availability
- Organized and scheduled rotas, ensuring adequate staffing levels
- Recorded staff sickness and managed shift adjustments as needed
- Organized and led meetings, presenting new processes and business updates
- Provided forecasting briefs, contributing to business planning and decision-making
- Developed a strong understanding of company culture, products, and ethical initiatives
Education
A-Levels -
Priestley College
GCSE's Higher Education -
Haydock High School
Media & Marketing communications - Digital Marketing, Content Marketing, Social Media Marketing, Magazine Analysing, Newspaper designing, Radio Broadcasts, Magazine Distribution, Advert designing
Priestley College
Skills
- White Card
- Staffing & Workforce Management
- Workforce Coordination & Scheduling
- Developer & Contractor Liaison
- Appointment & Workflow Management
- Health & Safety Compliance
- Stakeholder Communication & Influence
- Risk Management & Decision Making
- Attendance & Absence Reporting
- Workload Planning & Resource Allocation
- Leadership & Team Alignment
- Proficiency in Microsoft Office & SAP systems
- Performance Management & Staff development
- Problem Solving & Critical Thinking
Timeline
Claims Specialist
RAC Insurance
04.2025 - Current
HR Manager
United Utilities
12.2020 - 03.2025
Construction Services
United Utilities
05.2019 - 12.2020
Customer Advisor Advanced - Project Tremor
United Utilities
08.2017 - 05.2019
Customer Advisor Advanced - Debt department
United Utilities
02.2017 - 08.2017
Team Leader
Iceland
06.2014 - 02.2017
A-Levels -
Priestley College
GCSE's Higher Education -
Haydock High School
Media & Marketing communications - Digital Marketing, Content Marketing, Social Media Marketing, Magazine Analysing, Newspaper designing, Radio Broadcasts, Magazine Distribution, Advert designing
Priestley College