Orla Stephens

• I am currently employed by Astia an outbound call centre and administration company. I am one of the only agents to be trained across all campaigns in Astia
• I also assist my operations manager with the hiring and recruitment process including checking resumes, calling potential employees and conducting interviews
• Please see the roles below

• Managing superannuation, insurance, term deposit, cash manager, saver, home loan and investment accounts
• Assisting members with balance, beneficiary nominations, investments, contributions, withdrawals, rollovers, tax deductions, quotes, claims and retirement health checks
• Proving full in dept plan rundowns to financial advisors TPA's and serving advisors
• Granting large withdrawal and roll over requests for high volumes of money in line with the ATO
• Processing and determining the velocity of insurance claims for TPD, life and TSC
• Reviewing loadings and exclusions on insurance policies and lasing with brokers
• Trained on all tax, superannuation, insurance and banking legislation.
• As well as on calls, managing the amp internal inbox and on a helpdesk line to assist other amp/astia staff agents
• Consistently meeting targets every week for NPS, adherence, AHT, ACW, Quality and NBI's

• Top seller every week hitting all KPI's
• Helping the team meet weekly and monthly targets
• Lead generation of over 600 to 1000 leads through contact space
• Dialling between 200 to 300 calls a day
• Training all new agents on products and systems
• Setting up logins across five systems for new agents
• Managing a team of 12 agents while also taking inbound and making outbound calls

• Established long lasting relationships with new and existing customers through warm, personable, and knowledgeable phone interactions.
• Booking customer’s in and assisting them with getting booked in for an appointment to either have a hearing test or discuss the multiple hearing aids we offer.
• Recommended products to customers, based on customer’s needs and provide the highest level of service to customers.
• Collaborated with team members to achieve monthly sales goals and improve overall performance.
• Increased sales by establishing rapport with customers and identifying their needs.
• Developed long-lasting client relationships by providing exceptional customer service.

• Oversaw the bar, restaurant and gaming room while on duty ensuring all staff are delivering a high level of service and masterful drink preparation,
• Ensured all opening and closing tasks were completed correctly to prepare for the next day of operation.
• Carefully collected and cashed up all tills three in total to confirm the correct amount and delivered cash deposit bags to the office.
• Cashing out high volumes of money on a regular basis
• Stock ordering and preparation for bar, restaurant, and gaming area

• Managing Superannuation, Death, Terminal illness,Permanent incapacity, and Total Permanent Disability claims for a number of different insurers such as CommInsure, Metlife, TAL, MLC and AUSfund
• Responsible for evaluating claims, administer data integrity and manage communication between all interested parties such as solicitors, Trustees, claimants, and executors.
• Thoroughly examining and collecting all relevant documentation relating to the case and making sure all documentation is certified and complete.
• Ensured all insurance issues have been settled and claims have been paid and distributed fairly between all parties.

• Established customer purchasing needs, offering personalised guidance with product and accessory selection.
• Used active listening and relationship-building skills to assess customer needs, build rapport and deliver viable solutions.

• Performed administrative tasks to organize all accounts responsible for.

• Assisted in the training of new agents and doing corrective actions for other agents calls.

• Lead generation – Finding new leads, exporting them on a spread sheet and dispersing them within the team.

• Drove business growth by cross-selling products, leading to better profit margins.

• Managed business operations and productivity
• Prepared monthly reports of all claim activities.
• Performed internal audits as requested by management.
• Established data entry procedures for agents.
• Developed records storage and maintenance for improved audit reliability.
• Directed Accounts Payable (A/P) team to deliver against payment processing deadlines.

• Investigated motor and property insurance claims, including complex and unusual ones.
• Reviewed claims and any associated police reports for accidents
• Ensured the coverage and figure the payment amount for each claim.
• Consulted with Brokers, repairers and others involved.
• Determined any potential third-party liability.
• Provided monthly reports to superiors including the total amount of claims paid or denied.

• Provided customer service through email, phone and messaging support.
• Handled multiple accounts during the day prioritising urgent issues.
• I dealt with customers from all over the world from diverse backgrounds and cultures.
• I assisted people travelling when they encountered problems varying from small to wide scale issues.
• Trained and experienced in working with issues such as personality conflict, re-booking assistance, hotel stays, property and physical damage.
• Handled a team of 12 agents

• I worked with the client Aviva Insurance Ireland which provides Home, Motor, Health and Life Insurance for customers across the United Kingdom and Ireland.

• I worked as a sales agent handling both inbound and outbound calls

• I consistently met and regularly exceeded all targets while maintaining a professional relationship with the customer

• After gaining experience within Aviva I then moved to the role of a Claims officer

• In this role I made sure that claims were handled efficiently and payments for valid claims were made to the policyholders.

• I was involved in making decisions on the extent and validity of a claim and checking any potential fraudulent activity.

• I worked as a Team Leader for the client Meteor and E-mobile which is a mobile, broadband and Wi-Fi provider for customers across Ireland.
• Developed new employee’s skill sets and assited with any problems that arose.
• Trained staff to enhance customer service through suggestive selling.
• Improved productivity and morale by initiating systems for accountability and by instituting effective training programs.

• Performed various store operations including opening and closing procedures, product display management and budget control.
• Managed store inventory by directing routine stock control procedures to maximise sales opportunities.
• Recruited and trained staff members, leading by example to consistently elevate store standards.
• Monitored market trends, taking action to guarantee store remained competitive.
• Oversaw business staffing and training, building successful, customer-focused team.

• Successfully managed a Family restaurant increasing sales through quality food and exceptional service
• Accountable for budgeting, cost control, payroll, rosters and time management
• Recruited, hired, supervised, scheduled and motivated a staff of up to 20 employees
• Acted as liaison between staff and management to maintain two-way communications that improved store performance.
• Led regular staff performance reviews to provide guidance and support for individual development.