Sarah Golding
Mount Martha,Australia
Summary
Dynamic and dedicated professional passionate about delivering exceptional results with a proven ability to adapt quickly to new environments. A strong work ethic complements a commitment to inclusivity and collaboration, ensuring that team members and customers feel valued and supported. Recognized for demonstrating compassion and empathy while consistently striving to exceed customer expectations and effectively managing challenging situations. Equipped with excellent analytical, communication, and time management skills, eager to contribute to team success while embracing opportunities for continuous learning and growth.
Overview
4
4
years of professional experience
Work History
Technical Support Officer
Suncorp Insurance Company
09.2023 - Current
- Resolved technical issues for end-users, enhancing overall customer satisfaction.
- Provided software support and training to staff, improving operational efficiency.
- Troubleshot hardware malfunctions, ensuring minimal downtime for users.
- Documented support processes and solutions, streamlining future assistance efforts.
- Collaborated with IT teams to implement system upgrades and improvements.
- Assisted in maintaining inventory of technical resources and tools for effective support delivery.
- Monitored ticketing system to prioritize and manage incoming requests efficiently.
- Developed user guides and FAQs to empower users in self-service troubleshooting.
- Created effective solutions for recurring issues, preventing future occurrences of similar problems.
- Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
- Reduced downtime by swiftly diagnosing and troubleshooting complex technical problems.
- Managed high call volume during peak hours, maintaining exceptional service standards under pressure.
- Assisted in the development of customized applications tailored to meet specific business requirements.
- Collaborated with cross-functional teams to implement system updates and improve efficiency.
- Coordinated hardware upgrades and software patches, ensuring compatibility and seamless integration across systems.
- Served as a liaison between IT departments and end-users, translating complex technical concepts into easily understandable terms.
- Effectively managed priorities while balancing competing demands from internal users.
- Established strong relationships with key stakeholders within the organization through clear communication and reliable assistance.
- Participated in IT projects supporting infrastructure improvements or new product launches.
- Monitored system performance indicators to proactively identify potential issues before they escalated.
- Conducted regular system maintenance, ensuring optimal performance and minimizing disruptions.
- Contributed to internal knowledge base articles that helped streamline troubleshooting procedures for common issues.
- Delivered remote support services to clients across multiple locations, enabling swift issue resolution without the need for on-site visits.
- Provided comprehensive support for various software and hardware, enhancing overall user experience.
- Improved customer satisfaction by resolving technical issues in a timely manner.
- Streamlined ticket resolution process, increasing productivity and reducing average response time.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Offered assistance in implementing and developing training programs.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Generated reports to track performance and analyze trends.
- Developed and implemented preventive maintenance procedures.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured and tested new software and hardware.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Mentored junior team members, fostering professional growth and improving team dynamics.
Claims Manager
Suncorp Insurance Company
02.2022 - 09.2023
- Maintained accurate records of all claims activities
- Analyzed complex claims to determine validity and appropriate settlement amounts
- Process claim settlements
- Review reports to support claims decisions
- Provide progress updates to policy holders
- Deliver claims decisions to insurance policy holder
- Analyze claims data to identify fraud and abuse, and if necessary forward to the relevant internal department e.g. fraud department
- Negotiate conflict settlements
- Manage a large portfolio of property claims
- Review Cost Management of claims
- Work alongside vendors and assessors
- Responding and compiling emails to send to stake holders
- Review and Assess complex property claims
- Working alongside stakeholders
- Working within company guidelines
- Managing insurance property claims from start to finish autonomously
- Handling complaint resolution and complex claims
- Customer service
- Inbound and outbound phone service
- Assisting workers and customers with needs and requests
Education
Certificate III - Community Services
Frankston TAFE
10.2003
VCE - undefined
Mt Elia Secondary College
12.2003
Skills
Coaching and guidance
Proficient in conflict management
Incident resolution proficiency
Customer engagement
Customer engagement
Effective listening
Clear and concise communication
Strategic decision-making
Efficient data input
Expertise in product features and benefits
Operational service support
Problem-solving skills
Conflict resolution
Product knowledge training
Effective issue escalation
Incident analysis
Knowledgeable in operating system management
Facilitate case resolution
Effective team collaboration
Teamwork and collaboration
Effective problem resolution
Effective time management
Strong attention to detail
Effective troubleshooting skills
Dependable performance
Clear interpersonal communication
Proficient in organization techniques
Effective team engagement
Effective communication
Training
- TSO Development Pool Training
- Suncorp FREC Department
Details
- Mount Martha, Australia
- 0420736217
- Sarahgolding369@outlook.com
Timeline
Technical Support Officer
Suncorp Insurance Company
09.2023 - Current
Claims Manager
Suncorp Insurance Company
02.2022 - 09.2023
VCE - undefined
Mt Elia Secondary College
Certificate III - Community Services
Frankston TAFE