Reuben Slade
Elsternwick,VIC
Summary
Experienced Client Care Representative with strong interpersonal and communication skills and proficiency in complaints resolution. Supports sensitive and complex clients with empathy and discretion. Fosters collaboration towards continuous improvement.
Overview
8
8
years of professional experience
Work History
Senior Client Care Representative
TELUS Health (formerly Lifeworks)
04.2023 - Current
- Client service. Managing queries and scheduling for clients seeking wellbeing support through their Employee Assistance Program; handling sensitive and complex client issues; effectively managing time in a fast-paced environment
- Complaints resolution. Conducting investigation; reporting on trending issues; developing and implementing procedures for continuous improvement; managing formal communication with clients and key stakeholders
- Information and stakeholder management. Managing requests for clinical records from clients and subpoenas; managing relationships with external providers; ensuring documents for release meet organisational standards
- Quality assurance. Identifying key areas for improvement; providing reports on both general and individual outcomes; developing and implementing procedures for continuous improvement.
Client Care Representative
Lifeworks
04.2019 - 04.2023
- Client service. Managing inquiries and scheduling for clients seeking wellbeing support through their Employee Assistance Program; handling sensitive and complex client issues; effectively managing time in a fast-paced environment
- Complaints resolution. Assisting in investigation; implementing procedures for continuous improvement; managing formal communication with clients and key stakeholders.
Customer Service Agent
The Good Guys Customer Service Centre
05.2016 - 04.2019
- Customer service. Managing customer inquiries and scheduling; providing positive experiences while effectively managing time in a fast-paced environment
- Administration. Maintaining customer database with data accuracy.
Education
Bachelor of Arts (Honours): Literary Studies -
Monash University
11.2022
Skills
- Scheduling
- Case Management
- Interdepartmental Collaboration
- Team Supervision
- Complaints Resolution
- Quality Assurance
- Information Management
Accomplishments
- Highest possible outcome in Annual Performance Review for 2023-24.
- Played key role in meeting quarterly service level agreements despite significant organisational restructure.
Publications
- My most … unshatterable association’: Memories of Ancient Philosophy in Krapp's Last Tape,” Journal of Beckett Studies (April, 2023)
- Beckett's Controversy of Universals: Murphy Between Nominalism and Realism,” Journal of Beckett Studies (forthcoming: November, 2024)
References
Available upon request.
Timeline
Senior Client Care Representative
TELUS Health (formerly Lifeworks)
04.2023 - Current
Client Care Representative
Lifeworks
04.2019 - 04.2023
Customer Service Agent
The Good Guys Customer Service Centre
05.2016 - 04.2019
Bachelor of Arts (Honours): Literary Studies -
Monash University
Similar Profiles
M. Luisa AmentaM. Luisa Amenta
Short-Term Disability Case Manager at TELUS Health/ Formerly LifeworksShort-Term Disability Case Manager at TELUS Health/ Formerly Lifeworks
Alexandre CourchesneAlexandre Courchesne
Learning Specialist at Telus Health (Formerly Lifeworks)Learning Specialist at Telus Health (Formerly Lifeworks)
Meguan McCoyMeguan McCoy
Senior Implementation Analyst at TELUS Health (formerly LifeWorks)Senior Implementation Analyst at TELUS Health (formerly LifeWorks)