Rashmi Shenoy
Moorabbin
Summary
I am self-motivated, confident, target driven person with over 13 years of contact centre
experience in customer service, retention
and sales and 3 years in process
improvement and management. My strengths are and ,not limited to, paying attention to detail, resilience to working under pressure, customer focused,
problem-solving skills, friendly and team player. I am a quick learner and enjoy learning new systems and technology to help improve my skillset. I am always looking for opportunities to get better at my job and never shy away from asking for help when I need it
Overview
16
16
years of professional experience
Work History
Business Readiness Consultant
Australian Unity
01.2022 - 07.2025
- The primary objective of this role is to support the Business Readiness Team to maintain and life quality standards through delivery business process improvement initiatives, maintaining knowledge management tools and helping execute projects in Health Insurance Services
- Key Accountabilities included
- Knowledge management
- Create and maintain Standard Operating Procedures (SOPs) and Interaction Guides for business use
- Maintain relevant SharePoint pages to ensure employees have the necessary knowledge to deliver desired customer and business objectives
- Deliver communications to the Customer Operations, Customer Solutions and Direct Sales Contact Centres
- Operational Excellence
- Deliver processes that provide best practice processing for moments that matter ensuring superior quality and process efficiency
- Provide timely feedback on processes or people to ensure error free and timely new member on-boarding and ongoing maintenance of policies as well as effective claims assessing and processing
- Act as an SME on Strategic Initiatives in Retail
- Support system upgrades and project implementation including but not limited to input into, business requirements, business readiness – Change Management, Communications, User Acceptance Testing, Post Verification Testing etc.
- Leadership and People Management
- Partner and collaborate across Health Insurance to deliver process improvement and drive customer outcomes
- Support the successful implementation of change into business
- Build strong relationships with key stakeholders – to ensure operational areas are aligned
- Focus on Customer
- Drive a genuinely, customer centric culture through quality insights and process design/improvement
- Support and adopt practices to listen, learn and respond to customer and employee feedback
- Compliance/Governance/Workplace Health and Safety
- Always adhere to all relevant risk and compliance obligations
- Participate in, as appropriate, the identification, assessment, treatment and reporting of risks
- Complete all compliance training
- Safeguard the security of information assets in your control
- Adhere to OHS obligations and legislative requirements
Member Specialist
Australian Unity
07.2014 - 01.2022
- Member Specialist (Sales and retention) July 2014- July 2018
- Senior Consultant (Sales and retention) –August 2018- April 2019
- Acting Team Leader (Sales and retention) – May 2019- June 2019
- Member Specialist and Senior consultant (SME)– July 2019 -October 2020
- Subject Matter Expert- Project Dawn -November 2020 – August 2021
- Member Specialist and Senior Consultant (SME)- September 2021-current
- Subject Matter Expert- Project Dawn
- Completed UAT for Temp Max Removal process as part of Project Dawn
- SME for New Health System Implementation Training, demonstrating the optimised processes and New Health System navigation
- Over 40 Process Optimisation for Contact Centre, Member Specialist Team and Operations – Includes writing up the Standard Operations Procedure and Process Map for each of the SOPs
- Completed User Acceptance Testing for each process for sign off from business owners
- SOP conversion-Existing out of scope SOPs were converted to match the new SOP format (over 30 SOPs converted)
- Interaction Guides (Contact Centre, OVC and Member Specialist Team)- Updated them with Optimisation and conversion
- Reviewed Process Maps and optimised SOPs prior to sign off
- Reviewed Facilitator Guide and Slide Deck for Training
- Validating Member numbers in preparation for Training
- Member Specialist and Senior consultant (SME)–
- As a senior consultant, I work as a support system to the permanent sales and retention staff and I am responsible to manage the coaching sessions of the temp staff - sales and retention
- Subject Matter Expert for all the induction training conducted for sales and retention, Upskilling current customer service staff
- Liaise on different projects including remediation of claims, transfer certificate requests from other funds to Australian Unity
- Assist team leader with Daily Reporting, Escalations, Real Time Desk management, Quality Assurance and Coaching
- Liaise with other departments to provide better customer experience for members and to provide staff with better support
- Worked on BA projects on Application of Government Rebate integration into salesforce, process mapping for Rebate application, Incident and compliance report process Map
- Understanding policy regulations and legislation
- I have also been sharing the workload for Membership processing with Transfer certificate request.
- Identifying discrepancy in claims processed previously and remediating them by contacting customer As a senior consultant, with strong knowledge of products, service, claims assessing experience, I have been entrusted with managing complaints from members through email/ social media channels for any dissatisfaction of service on our end including claims processed incorrectly
- Acting Team Leader Sales and Retention –
- Managed sales and retention team for 2 months as Acting Team Leader
- Familiarised myself with Policies, Compliance, and Legislation for private health insurance. Worked with Resource management to ensure smooth operation of the team
- Auditing team statistics, KPIs and processing of commissions for the agents
- Managed staff 1-1 coaching
- Member Specialist (Sales and retention)-
- Attain complete understanding of all products and services offered by Australian Unity to design and offer a solution to retain AU members
- Measure members health insurance requirements and cover based on needs analysis, compare products across various funds operating the industry
- Effectively promote product attributes enabling members to make informed and appropriate choices in how Australian Unity can assist them in managing their total self
- Explain complex information clearly
- Execute campaigns in line with Australian Unity Objectives
- Establish and maintain professional and courteous communication with members via telephone, mail and electronic mail.
- Assist members in the initiation of Australian Unity’s available payment options, and to process financial transactions accurately.
- Review and respond to all multi-channel contacts and tasks within defined business SLAs
- Always Represent Australian Unity in a professional and courteous manner
- Perform other duties and responsibilities as assigned by management
Retention Specialist
Primus Telecommunications
07.2009 - 05.2014
- Responsibilities:
- Dispute handling
- Finalising cancellation of services for the customer and briefing on the last account
- Retaining existing customer with better offers/deals
- Managing call back requests from Cancellation team inbox
- Taking escalations from different departments to assist customer with their complaints
- Team managing in the absence of the Team Manager
- Managing KPI’s for the team to achieve the target
- Assisting TM with reviews of certain accounts led to Telecommunications Ombudsman Industry cases from the department
- Applying credits on the accounts where customers were promised the same at the point of sale
- Liaising with other Departments like Provisioning, Technical support to achieve the best customer satisfaction and delivery of the best customer experience
Education
Bachelor of Science - Biochemistry
St Aloysius College
Mangalore06.2007
Skills
- Analytical thinking
- Detail-oriented approach
- Leadership and team development
- Client engagement
- Issue resolution
- Customer relationship management
- Time management
- Work Planning and Prioritization
- Continuous improvement
- Quality assurance
- Analysis & evaluation
- Best practices implementation
- Business analysis
- Processes and procedures
- Process improvement
- Cultural awareness
- Change management
- Process optimization
- Subject matter expert
Timeline
Business Readiness Consultant
Australian Unity
01.2022 - 07.2025
Member Specialist
Australian Unity
07.2014 - 01.2022
Retention Specialist
Primus Telecommunications
07.2009 - 05.2014
Bachelor of Science - Biochemistry
St Aloysius College
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