Rebecca Villani
Wallan
Summary
Reliable business professional with experience in business simplification, process improvement and analysis. Proven track record of successfully streamlining business operations. Adept at analyzing data to identify trends, gaps in processes and developing strategies to improve efficiency. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate with a positive attitude and willingness to learn and advance existing skills to meet team goals.
Overview
13
13
years of professional experience
Work History
TEAM LEADER
SCHMICK CAR CARE
01.2020 - 07.2023
- Managing day to day operations for a membership-based program in automotive (minor damage repair) industry
- Complaints management, Coaching/ 1on1's, Providing feedback, Process improvement /simplification, Rostering, Time management, Liaising with stakeholders -subcontractors, account managers, dealerships, and repair technicians, Managing team meetings/team events, Maintaining a positive culture within the team
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Promoted high standards through personal example to help each member understand expected behaviour and standards.
- Devised and implemented processes and procedures to streamline operations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Assisted in recruitment to build team of top performers.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Claims Client Manager
Hollard
08.2023 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up
- Performed duties and provided service in accordance with established operating procedures and company policies in motor claims
- Maintained client files with records of client interactions, client notes, and other information.
- Excel in performance KPI's
- Accountable for individual performance
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes in accordance with company PDS and followed up to achieve resolution.
- Demonstrated product knowledge to assist customers in claims process
- Professional phone manner
- Stakeholder engagement to achieve customer repairs in an efficient timeframe
ADMIN- CALL CENTRE/BOOKINGS
SCHMICK CAR CARE
01.2017 - 01.2020
- Customer service, Complaints management, First call resolution, Multi-tasking, Time management, Attention to detail, Written and verbal communication skills, Repair bookings, Organization
ACCOUNT REVIEW ANALYST
GE MONEY
01.2012 - 01.2016
- Internal Audit, Financial services, Management, Debt Collection, Process improvement, Privacy act/Debt collection Guidelines
- Performed audits of subsidiaries to protect shareholders
- Optimized core processes to improve business performance and operational agility.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Devised and implemented processes and procedures to streamline operations.
- Generated reports detailing findings and recommendations.
- Gathered, organized and input information into digital database.
- Developed effective improvement plans in alignment with goals and specifications.
Education
VCE -
PENOLA CATHOLIC COLLEGE
DIPLOMA OF ADVANCED BUSINESS -
LEADERSHIP SUCCESS
01.2015
Skills
- People management
- Customer service skills
- Process improvement/Simplification
- Phone manner
- Professionalism
- Coaching
- Medium computer skill level
- Complaint resolution
- Quality Improvement
- Documentation And Reporting
- Team Supervision
- Work Planning
- Staff education and training
- Overseeing Daily Activities
- Leading Team Meetings
- Expectation setting
- Onboarding and Orientation
- Performance Improvement
- Team Check-Ins
- Teamwork and Collaboration
- Staff Training
- Attention to Detail
- Call Centre Operations
- Service Level Agreements
- People Management
- Conflict Resolution
- Safety
- Coaching and Mentoring
- Analytical Thinking
- Meeting facilitation
Timeline
Claims Client Manager
Hollard
08.2023 - Current
TEAM LEADER
SCHMICK CAR CARE
01.2020 - 07.2023
ADMIN- CALL CENTRE/BOOKINGS
SCHMICK CAR CARE
01.2017 - 01.2020
ACCOUNT REVIEW ANALYST
GE MONEY
01.2012 - 01.2016
VCE -
PENOLA CATHOLIC COLLEGE
DIPLOMA OF ADVANCED BUSINESS -
LEADERSHIP SUCCESS
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