Rebecca Walsh

In my role as a Service Manager at QBE Insurance, I successfully lead a team of four specialists, two Injury Management Specialists and two Technical Specialists as well as 14 High Complexity Case Managers, ensuring optimal Return to Work outcomes and high levels of agency satisfaction. I have represented QBE at prestigious events and was recognized for my commitment to customer service excellence.
I have built strong partnerships with NSW Health agencies in my five year tenure with QBE as a Hugh Complexity Case Manager, Technical Specialists and Service Manager.
I have been entrusted with several opportunities to lead the branches as Portfolio Manager and have represented QBE at many forums such as the PIEF Conference, Women in Insurance events, IRO education events and HRM Forums.

• Hired, trained and supervised team of service staff members to meet business goals.
• Analyzed service reports to identify areas of improvement.
• Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
• Met with customers to discuss service needs and develop effective and practical solutions.
• Coordinated with other departments to maintain streamlined and productive workflow.
• Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.

• Provided exceptional customer support, resolving complex technical issues with effective communication skills.
• Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
• Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
• Represented QBE and NSW Ambulance in the Personal Injury Commission on litigated matters

• Case Manager tasked with NSWA front end portfolio
• I worked closely with Recovery Partners within NSW Ambulance to assist to achieve positive return to work outcomes
• During my time in role I have been fortunate enough to participate in forums on Injury Management Plans, Stakeholder contact calls (HUGs), Investigation and Fraud and data projects
• Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
• I have received recognition from internal and external sources for customer service and teamwork
• Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
• I demonstrate my commitment to QBE daily with consistent above average performance and achievement of metrics
• Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.

• During my tenure with EML I was successfully appointed to the Emerging Leaders program and have gained experience and knowledge through the activities of this role
• I was assigned several groups of new recruits to onboard and train for a period of 9 weeks for each group
• The groups of new starters numbered 12-25 people
• I was charged with steering the recruits through the training program with the assistance of the L&D team
• I was able to apply analytical skills to ascertain knowledge gaps of the new Claims Advisor’s and then apply varied training methods to individuals to obtain optimum learning outcomes
• I worked closely with the management team to identify development opportunities, assist with workflow and provide additional guidance
• These duties were in addition to my Claims Advisor role
• I have facilitated Assessment Centres (group interviews), one on one interviews and reference checks
• I have delivered coaching and feedback sessions, both ad hoc and scheduled, and have been part of delivering performance management

• As the business owner I was solely responsible for the successful operation of the business
• I was able to turn the business into a profitable one, quite a task!
• I trained and developed a high performing team ensuring the sale of my business was profitable as well as a turn key operation for the new owners
• The success of this business is derived from doing simple things well and doing them consistently – great service, great products, great prices

• As the Dry Goods Manager it was my responsibility to ensure the delivery of customer service and merchandising standard across the majority of the store
• This involved managing a team of approximately 35 team members, across three shifts each day, hence, solid communication skills were critical
• Other duties included ensuring the 'in stock' positioning is delivered, promotional set up and integrity, including regular pricing and labelling, seasonal marketing, local marketing and events, inventory management, continual evaluation and analysis of KPI’s, actioning as required, hiring, training, evaluations and team member feedback
• As the Duty Manager I was responsible for the operations of the entire supermarket, and all team members
• This was either overnight during the replenishment process or weekends in the Store Managers absence

• In the role of Store Director I was responsible for the management of a seasonally fluctuating team, 30-40 usually up to 100 during peak trade
• I began this role as an Assistant Manager and was promoted within 10 months
• I led 4 direct reports of very distinct and different departments
• This was an exciting role, loads of competing priorities, vast area to maintain and deliver financial control on whilst ensuring a very varied and diverse customer base needs were being met

• In the role of Store Support Co-Ordinator I was responsible for ensuring a fantastic customer experience was being delivered across the warehouse, from plumbing and trade building to the café and children’s playground
• This role involved a huge focus on compliance across a range of disciplines and the corresponding administration
• Rotational warehouse management was part of this position, making each Co-Ordinator the complex manager every third weekend