Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rachael Lee Hunt

Summary

Highly motivated and personable customer advisor, with previous management experience seeking an opportunity to become a customer manager within WorkCover. My family has grown and now working on my personal development back into my passion as people leader and making a difference within WorkCover. I have extensive experience in the insurance and personal insurance industry. My professional and educational background shows, how I always aim to go above and beyond in all areas not only to achieve results, but to also lead by example through supporting and promoting an engaged work culture.

Overview

13
13
years of professional experience

Work History

Customer adviser

Workcover Queensland
08.2019 - Current
  • Effectively managing a high-volume labour hire company PeopleIN – they currently hold 39 policies,which I manager alone – this demonstrates my time management and case management skills
  • Thishas also been shown through achieving a superior rating for the last two financial years
  • Maintain an extremely high turnover of claims consistently
  • Work closely with PeopleIN, to impact return to work outcomes through coaching and ongoingadvice
  • Leading and implementing an indemnity pilot for labour hire – where they host at their own clients toimpact outcomes on every claim
  • Providing ongoing support to management by onboarding customer advisors as they return fromleave, in addition budding with brand new customer advisors from the academy
  • Coaching and mentoring customer advisors with case management techniques to help them set uptheir work items to be more effective with their time
  • Coaching and mentoring conversations with customer representatives around general monitoredclaims and partials wages
  • End to end customer advisor, provide ongoing support to new claims and assisting with determinationscontinuous
  • Proactive in my own learning and development
  • Conflict resolution and having different conversations consistently with labour hire works andemployer
  • Proactively develop strong working relationships with customers and develop a partnership approachwith all stakeholders to ensure durable return to work outcomes
  • I am accountable for claims costs, durations and claim outcomes
  • Undertake quality injury management techniques, ensuring suitable duties plans are proactively inplace and being monitored, accurately record information, and conduct on-site customer visits whereappropriate
  • Responsiveness and clear communication with all stakeholders
  • I proactively educate and support my customers on a broad range of premium and casemanagement services and ensure they are kept fully informed about their policy, claims and industrytrends and initiatives, with our yearly face to face meeting to run through in detail.
  • Provide continuous claims management activities to ensure consistency and efficiencies areachieved for customers using an end-to-end approach
  • This is done through ongoing face toface meetings with my employer, workers and return to work providers
  • I role model WorkCover values, the ‘one WorkCover' philosophy and drive a recover at work way ofinjury management, this reflect in my performance
  • Continuous achievement on long term employment outcomes on every claim
  • Service NSW

Service Coordinator

05.2015 - 08.2019
  • Monitor the provision of timely, high-quality service to customers of NSW Government consistent with
  • Service NSW vision, mission, and values, as assessed by internal reviews and customer feedback
  • Supervise and coach a team of customer service employees to ensure the delivery of optimal levels ofservice to customers consistent with Service NSW vision, mission, and values
  • Develop, apply, and maintain high level specialist knowledge relevant to Service NSW products,processes and operating practices and procedures
  • Maintain efficient and effective operations in the service centre, identify the cause of long waitingtimes in queues and allocate resources based on demand and to ensure smooth counter operation
  • Act as the escalation point for customer complaints, resolve, and document the complaints as perdefined processes and standards and escalate and follow up unresolved issues
  • Act as the escalation point for customer complaints, resolve, and document the complaints as perdefined processes and standards and escalate and follow up unresolved issues
  • Contribute new ideas, Assist the Service Centre Manager with monitoring, analysis, and evaluation ofwork volume to recommend changes as required, including the identification of opportunities toimprove the efficiency of work processes and implement changes in the workplace
  • Contribute new ideas, Assist the Service Centre Manager with monitoring, analysis, and evaluation ofwork volume to recommend changes as required, including the identification of opportunities toimprove the efficiency of work processes and implement changes in the workplace
  • Contribute to the development and implementation of policies, procedures, and protocols for theservice centre team
  • Appraise the performance of the Customer Service Representatives by providing feedback anddeveloping learning and development plans.

Assistant Branch Manager

Insurance Australia Group
03.2013 - 05.2015
  • Demonstrated experience in coaching and developing a team and in providing effectiveperformance feedback
  • Ability to build teams, involve people and motivate and recognise others
  • Experience in negotiation, handling conflict and confrontation, and facilitating resolution
  • Well-developed interpersonal and problem-solving skills
  • Developed understanding of conditions and guidelines relating to NRMA products and services
  • Coaching of frontline consultants to achieve sales and customer KPI's.
  • Implements or supports various change management activities (e.g., communications,education, team development, coaching)
  • Inspiring others to high-performance
  • Effective communication
  • Operational management EG: rostering and banking
  • Behaviour and performance discussion (spirit)
  • Business reporting
  • Provide a high level of face-to-face customer service
  • Executive hosting, floor management and calling behaviours
  • Strong analytical, negotiation and problem solving.

Team leader

Insurance Australia group
03.2012 - 03.2013
  • Ensure the provision of effective operational leadership, performance, and relationship management,learning and development of employees within the team
  • Develop the team skills around the NRMA Ways of Selling and call quality standards to achievetargets
  • Effectively manage the financial resources, systems, and information to ensure compliance with theachievement of financial performance targets for the sales team
  • Identify, implement, evaluate and continuous improvement of business processes and operationalefficiency
  • Effectively manages the sales team to ensure sales targets and KPIs are met
  • Excellent communication skills and previous contact centre and customer service experience
  • Calm, patient and caring nature, empathy, and resilience
  • Work well alone and as part of a team
  • Strong written and clear verbal communications skills
  • High attention to detail, accuracy, and numeracy skills
  • Knowledge of SAP

Acting Team Leader

Aegon Direct Marketing
11.2010 - 03.2012
  • Dealing with high volume of incoming calls
  • Be Proactive in retaining customers insurance policies
  • Deliver accurate compliant information to the customers to ensure quality and requirements are met
  • Taking initiative in offering upgrades/x-sells to existing customers
  • Meet deadlines and Strict KPI's
  • Administrative duties
  • Working productively in a team
  • Experience in dealing with financial organizations, financial advisers and Banks
  • Providing great customers service and assistance with customers insurance policies
  • Assisted Quality insurance team, by contacting customer providing them with assistance dealing withcomplaints and breaches of insurance
  • Proficient in working with Paxes, ingenium and teleworker
  • 5

Education

Service NSW Future leadership program -

2018

Service NSW CTP Champion Training -

2018

Service NSW DNA Training -

2015

2 Service NSW Digital Training -

2015

Service NSW Drives Training -

2015

Service NSW Fair Trade Training -

2015

Service NSW Maritime Training – -

2015

Certificate III in financial services -

2013

High School Certificate -

Plumpton High School
2009

Skills

  • Conflict resolution and having difficult conversations to drive outcomes
  • Relationship management on a high-volume portfolio – with 39 policies, over 100 active claims
  • Extensive customer service experience over 15 years
  • Coaching and mentoring to develop others and their capabilities
  • Extensive Insurance and personal injury insurance experience
  • The ability to be a champion for change in the organization
  • Implements or supports various change management activities (eg, communications, education
  • Team development, coaching)
  • Responsiveness and effective communication which has been demonstrated with superior rates for
  • The last two years
  • Drive my own personal learning and overall development
  • Effective Customer Communication

Timeline

Customer adviser

Workcover Queensland
08.2019 - Current

Service Coordinator

05.2015 - 08.2019

Assistant Branch Manager

Insurance Australia Group
03.2013 - 05.2015

Team leader

Insurance Australia group
03.2012 - 03.2013

Acting Team Leader

Aegon Direct Marketing
11.2010 - 03.2012

Service NSW Future leadership program -

Service NSW CTP Champion Training -

Service NSW DNA Training -

2 Service NSW Digital Training -

Service NSW Drives Training -

Service NSW Fair Trade Training -

Service NSW Maritime Training – -

Certificate III in financial services -

High School Certificate -

Plumpton High School

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Rachael Lee Hunt