Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Peita Cox

Melbourne

Summary

Dynamic Lifecycle Specialist at Australian Unity with a proven track record in enhancing customer satisfaction through expert problem-solving and conflict resolution. Adept at coaching teams and managing high-stress situations, I leverage strong analytical thinking and communication skills to drive loyalty and improve service outcomes.

Overview

20
20
years of professional experience

Work History

Lifecycle Specialist

Australian Unity
09.2022 - Current
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and members staying with our company.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Helped out on Floor Support with a 6 months secondment and also from time to time to assist agents.
  • Helped train new agents into the Lifecycle Team and assist with a training only Floor Support line.
  • Buddy with all new and existing agents cross skilling into the team

CGU Business Claims

CGU Insurance
03.2006 - 09.2019
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Lodged Business claims from small trades to supermarkets

Education

High School Diploma -

Epping Secondary College
Epping, VIC

Skills

  • Customer relations
  • Expert problem solving
  • Analytical thinking
  • Time management
  • Problem-solving
  • Teamwork and collaboration
  • Written communication
  • Excellent communication
  • Active listening
  • Reliability
  • Conflict resolution

Interests

  • Gardening
  • Travelling
  • DIY and Home Improvement
  • Cooking
  • Baking
  • Music

Timeline

Lifecycle Specialist

Australian Unity
09.2022 - Current

CGU Business Claims

CGU Insurance
03.2006 - 09.2019

High School Diploma -

Epping Secondary College

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Peita Cox