Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Languages
References
Timeline
Generic

PHYLLIS KERETI

Melbourne,VIC

Summary

Dynamic professional specializing in partner relationship management and training facilitation, with a demonstrated history of enhancing customer retention and engagement at Medibank and other top organizations. Proven ability to implement innovative strategies and build strong rapport, driving significant business growth. Highly skilled in leveraging advanced computer literacy and resilience to achieve operational excellence. Resourceful Officer with a knack for completing tasks efficiently and productively. Specialize in strategic planning, conflict resolution, and risk management, ensuring smooth operations and safety protocols are always followed. Excel in leadership, communication, and problem-solving, bringing value to teams by fostering collaboration and driving positive outcomes.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Retention Officer

Medibank
02.2019 - Current
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Analyzed market trends to inform business decisions and strategies.
  • Monitored queues efficiently for optimal performance.
  • Spearheaded customer follow-up initiatives to enhance retention rates.
  • Oversee entire scope of termination policies.
  • Managed inbound and outbound customer interactions effectively.
  • Participated in regular meetings with upper management regarding progress updates on current initiatives.
  • Developed and maintained relationships with key clients and stakeholders.
  • Established proficiency with systems like Oscar, SLAM, E5 and Max alongside CRM and New Health.
  • Provided key assistance in organizing and managing corporate functions.

Partnership Consultant / Trainer

Medibank
08.2021 - 03.2024
  • Collaborated with Approved Employers within the PALMS scheme to coordinate workforce integration.
  • Managed accounts for corporate clients.
  • Facilitated onboarding of employer groups, enhancing collaboration.
  • Provided comprehensive responses to employer queries.
  • Evaluated existing systems and processes against industry best practices to enhance efficiency.
  • Managed multiple projects simultaneously ensuring timely completion within budget constraints.
  • Complied with Medibank rules and regulations.
  • Operated a variety of tools such as Salesforce, Citrix, Oscar, E5, New Health applications effectively.
  • Conducted educational training sessions to enhance events management skills and student orientation programs.
  • Cooperated with project partners to develop system analysis and new system design based on client specifications.
  • Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
  • Created plans to propose solutions to problems related to efficiency, costs or profits.
  • Implemented strategies to take advantage of new opportunities.
  • Evaluated needs of departments and delegated tasks to optimize overall production.

Acting Team Leader

OSHC Retention
02.2019 - 08.2021
  • Oversee data reporting, strategic planning, and policy termination processes.
  • Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
  • Managed conflict resolution within the team to maintain a positive work environment.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.

Customer Service Representative

CPDC GROUP PTY LTD
03.2015 - 09.2016
  • Managed the front desk operations, including greeting guests and visitors in a professional manner.
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Promoted available products and services to customers during service, account management and order calls.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Collected deposits or payments and arranged for billing.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Worked collaboratively with internal departments to resolve issues relating to unclaimed money filing obligations.
  • Reason for Leaving: Maternity Leave

Case Manager

Ministry of Social Development NZ
11.2012 - 01.2014
  • Facilitated workshops and training for priority client groups using strategic methods and employer liaison for a work-ready pool.
  • Collaborated with multidisciplinary teams to provide holistic support to 80-95 beneficiaries.
  • Managed the production of promotional materials, such as brochures, flyers, and posters, to support language barriers and marketing efforts.
  • Collaborated with internal teams to develop effective messaging across multiple channels.
  • Assessed training needs through surveys, interviews with clients, and employer expectations
  • Elevated customer support through compliance with national benchmarks and addressed conflicts by developing strategic resolutions.
  • Established and maintained relationships to meet community needs and avoid service duplication.
  • Provided case management services, including intake, assessment, crisis intervention, advocacy, referral, and monitoring of work performance.
  • Developed and maintained relationships with community resources and service providers.
  • Maintained confidentiality and adhered to professional ethics and standards.
  • Assessed and identified service delivery challenges and opportunities within local area.
  • Managed caseloads effectively, compiled reports, ensuring timely documentation.

Liaison Officer

CONSULATE OF TRADE SAMOA
11.2011 - 05.2012
  • Maintained up-to-date knowledge of relevant industry trends in order to provide informed advice when liaising with stakeholders.
  • Acted as a point of contact for enquiries relating to the RSE (Recongised Seasonal Employer) scheme.
  • Conducted skill-building and professional development sessions.
  • Actively participated in problem-solving initiatives to identify solutions which addressed stakeholder needs while meeting organizational objectives.
  • Prepared reports on liaison activities for senior management review; updated records accordingly.
  • Resolved conflicts arising between internal staff members, or between internal staff members and external stakeholders, through constructive negotiation and culturally appropriate techniques.
  • Translated verbal and written content accurately in Samoan for clear understanding.
  • Facilitated communication between government entities and employers.
  • National pastoral care provider.
  • Provided expert guidance on compliance and immigration regulations.
  • Facilitated recruitment and selection processes as dedicated liaison officer.
  • Reason for Leaving: I accepted a government role.

Customer Service Representative

PLEROMA CHRISTIAN SUPPLIES
Otane, Central Hawkes Bay
04.2004 - 07.2005
  • Facilitated communication between educational institutions, religious organisations, and customers.
  • Coordinated timely preparation and dispatch of shipments.
  • Handled financial exchanges ensuring accuracy and efficiency.
  • Organized captivating in-store book presentations to drive sales.
  • Promoted available products and services to customers during service, account management and order calls.
  • Collected deposits or payments and arranged for billing.
  • Managed reception duties to facilitate seamless communication and visitor interaction.
  • Handled various mail distribution tasks.
  • Transitioned away from role due to maternity leave.

Education

HLTAID001 Provide Cardiopulmonary Resuscitation - CPR & First Aid of Anaphylaxis

Accredited First Aid Courses
Coburg, VIC
12.2018

HLTAID004 Provide an emergency first aid response in an education and care setting - First Aid & Immediate Response

Australasian College of Advanced Education
Coburg, VIC
12.2018

Certificate III in Accounts Administration and Business Administration - Developing critical thinking skills, an invaluable asset in decision-making and problem-solving within a business setting.

Set Solutions
Somerton, VIC
12.2015

Associate Degree in Arts - Theology

IMABC
New Zealand
12.2014

Skills

  • Rapport Building
  • Willingness to Learn
  • Organised
  • Computer Literacy
  • Multitasking
  • Office Technology
  • Customer Service
  • Resilience
  • Thoroughness
  • Partner Relationship Management
  • Training Facilitation
  • Facilitation
  • B2B Sales
  • B2C Sales
  • B2C Management
  • Innovation Strategy

Certification

Drivers Licence, VicRoads, 06/01/22, 02/01/27, Full Car - Victorian Driver’s License

Affiliations

  • Member of PCA (Pacifika Community of Australia)
  • Member of School Council for The Grange P-12 College
  • Member of West Point Church
  • Member of Melbourne Storm Rugby League Association

Languages

Samoan
Full Professional
English
Professional

References

  • Elizabeth Hermez, Medibank TL, 0403 272 856
  • Tonya To’i, PCA – Pacifika Community of Australia, 0428 698 818

Timeline

Partnership Consultant / Trainer

Medibank
08.2021 - 03.2024

Retention Officer

Medibank
02.2019 - Current

Acting Team Leader

OSHC Retention
02.2019 - 08.2021

Customer Service Representative

CPDC GROUP PTY LTD
03.2015 - 09.2016

Case Manager

Ministry of Social Development NZ
11.2012 - 01.2014

Liaison Officer

CONSULATE OF TRADE SAMOA
11.2011 - 05.2012

Customer Service Representative

PLEROMA CHRISTIAN SUPPLIES
04.2004 - 07.2005

HLTAID001 Provide Cardiopulmonary Resuscitation - CPR & First Aid of Anaphylaxis

Accredited First Aid Courses

HLTAID004 Provide an emergency first aid response in an education and care setting - First Aid & Immediate Response

Australasian College of Advanced Education

Certificate III in Accounts Administration and Business Administration - Developing critical thinking skills, an invaluable asset in decision-making and problem-solving within a business setting.

Set Solutions

Associate Degree in Arts - Theology

IMABC

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PHYLLIS KERETI