Sandrine Charlton
Bellbird Park,QLD
Summary
I am a motivational and organizational problem-solver with advanced supervisory, team building and customer service skills. I am passionate about growth - growing brands, growing businesses and growing people. My diverse skillsets enables me to step into roles and quickly make positive changes to drive success and growth. My passion for growth is focused on using training, monitoring and morale-building techniques to maximize employee engagement and drive performance while keep the customer at the forefront.
Overview
17
17
years of professional experience
Work History
Customer Engagement Support Advisor
Motor Claims
BRISBANE , QLD
01.2022 - Current
- Support the Customer Engagement Manager to deliver an efficient, high quality department, meeting the tactical and strategic goals. Driving innovation, removing blockages whilst adapting to changing market and business challenges.
- Understand, communicate, create and implement planned strategies to improve the customer experience and overall claims performance. Working with the Customer Engagement Manager to implement national and site program of work activities.
- Enable and engage leadership team in their understanding of new initiative rollouts, including the purpose & benefit to customer and business, enabling leaders to confidently facilitate new training/learnings to the Specialists.
- Support collating of department insights & learnings from each change roll out, ensuring these are shared with project leads and any unanswered questions are followed up and reinforced with Leaders & Specialists prior to go live.
- Contribute to an efficient and highly skilled team through providing insights into opportunities for the department, which will assist leaders in focused conversation and coaching delivered to the broader Customer Engagement teams.
- Support Operations Team with managing the onboarding of new recruits including working with Customer Engagement Manager to assign teams ensuring balanced team to leader ratios.
- Help lead and develop the capability of the Customer Engagement Leaders through effective coaching, mentoring and performance management.
Motor Claims Team Leader
Suncorp
BRISBANE, QLD
11.2014 - 12.2021
- Lead the Claim Specialist team in the pursuit of exceptional customer experiences, providing clarity in the Claim processes and driving customer satisfaction and advocacy. Sets clear objectives and targets for the team, articulates clear link to the strategy to provide meaning and purpose to tasks.
- Identified areas where processes could be improved or streamlined. By Analyzing data and reports to identify trends to continuously drive an improvement in the business results of team members and department.
- Actively motivate, develop, coach and engage team members to drive results and create a high performing team. While showing genuine care in managing an environment of safety and wellbeing.
- Conducted regular meetings with the team to hold them accountable for Key Result Areas, including achievement of financial and efficiency outcomes. Managing underperformance until it is resolved.
- Analyzed trends in customer complaints and devised strategies to address them effectively. Looking for innovative ways to improve customer satisfaction and reduce turnaround times for claims processing.
- Provided guidance, support and mentoring to specialists in the Leader Development Program
Sales & Service Team Leader
Suncorp
BRISBANE, QLD
08.2009 - 11.2014
- Understands, communicates, and implements coaching plans and strategies to improve customer experience and performance including the sharing of best practise techniques.
- Demonstrate and champion change agility. By working closely with the specialist to assist in managing and embedding change and Performance activities for the centre including communications.
- Liaise with Workforce Management and works collaboratively with Operations, Recruitment and Learning to recruit and onboard new specialists as and when required.
- Assist specialist with selling techniques to meet and exceed individual and company sales targets. Monitoring staff performance and providing feedback on areas of improvement immediately.
- Enhanced sales productivity by simplifying processes and evaluating new tools to foster team efficiency.
- Lead and develop the capability of the Sales & Service Consultant through effective coaching, mentoring, professional development and performance management.
Sales & Service Specialist
Suncorp
BRISBANE CITY, QLD
03.2007 - 08.2009
- Answered incoming customer inquiries, providing product and service information.
- Assisted customers with the selection of products and services that best met their needs.
- Increased revenue by participating in regular training sessions on new products or services offered and then, applying my in-depth product or service knowledge and persuasive communication skills to complete sales.
- Identified opportunities to increased profits by upselling and cross-selling to existing customers.
- Adhered to established departmental standards for quality assurance and compliance.
- Utilized creative problem solving techniques to resolve complex customer issues and handled irate customers smoothly to achieve performance targets.
- Encouraged repeat business by building positive relationships with customers through effective communication skills.
Education
Certificate III in Business Administration -
Bremer Institute of TAFE
Bundamba, QLD12-2003
High School Diploma -
Brigidine Catholic Girls College
Indooropilly, QLD12-2001
Skills
- Hybrid Skillset across Sales & Service and Claims
- Business Analysis and Reporting
- Leadership of Scale and Specialist Teams
- Customer Relationship Management
- Employee Performance Coaching and Mentoring through Training and Development
- PX Staff Management
- Managing Operations, Efficiency and Schedule Coordination
- Quality Assurance & Risk Management
- Management - People and Finance
Languages
French
Professional
Courses/Workshops/Seminars
IndooropillyWorkshop
Institution Name: Suncorp
REFERENCE #1
Marg Deme - SUNCORP
Customer Engagement Manager
0421-319-994
Margaret.DEME@suncorp.com.au
REFERENCE #2
Courtney Protopopoff- SUNCORP
EM Contact Centre Enablement
0439-034-479
Courtney.PROTOPOPOFF@suncorp.com.au
Timeline
Customer Engagement Support Advisor
Motor Claims
01.2022 - Current
Motor Claims Team Leader
Suncorp
11.2014 - 12.2021
Sales & Service Team Leader
Suncorp
08.2009 - 11.2014
Sales & Service Specialist
Suncorp
03.2007 - 08.2009
Certificate III in Business Administration -
Bremer Institute of TAFE
High School Diploma -
Brigidine Catholic Girls College
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