Selina Mould
Summary
I am very motivated, organised, goal oriented and passionate when it comes to every aspect of my work. I thoroughly enjoy building rapport with clients, teamwork and leadership while working towards company goals. I take direction well, am open to criticism and very easy to get along with.
Overview
16
16
years of professional experience
Work History
Customer Experience Specialist
TAL
02.2023 - Current
- Utilised telephone, online chat, and email platforms to deliver outstanding customer service.
- Coaching other team members to help build their capabilities and enhance their confidence.
- Assisting in running team meetings
- Completing leadership tasks to assist my Team Leader wherever and whenever possible.
- Assisted in looking after the team in my Team Leaders absence.
- Assisting with process improvements and rectification of procedure guides to ensure the correct processes are being followed and minimise confusion.
- Build rapport and develop relationships with the team and all customers
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Addressed customer inquiries, concerns, and raised complaints when required to ensure customer inquiries are resolved.
Medical Receptionist
Waterford 7 Day Medical Centre and Skin Cancer Clinic
04.2021 - 05.2022
- Welcoming patients and visitors, answering the telephone and assisting with any enquiries
- Assisting patients with the completion of any necessary forms
- Process billing and payments for appointments and procedures
- Following up patients with daily recalls for results and appointment reminders
- Faxing and scanning of confidential medical files and prescriptions
- Comforting distressed patients and remaining calm in emergencies
- Daily running of the Medical reception area
- Cleaning of the nurse's station
- Managing the daily appointments to ensure that the correct allotted times are booked to allow for complex appointments.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
Team Leader of Settlements Department / 2IC Records Officer / Settlement Officer / Acting 2IC Agent Relationship Management Team
SAI Global Property
05.2013 - 05.2022
- Supervision of other staff members
- Managing 500+ property settlements daily
- Actioning invoices
- Completion of Post Incident reports
- Assisting in the planning of the weekly tasks and allocation of work
- Completion of the weekly plan & roster
- Assisting fellow staff members with complex issues
- Attending daily meetings to discuss the prior days' workflow & outcome
- Liaising with other staff members and upper management
- Managing 18 staff members and their daily workload
- The use of several electronic applications that are necessary for my everyday role and are critical to the reporting and service level agreements agreed to with Clients as well as quality measures that must be achieved
- These include Kofax, DMS and NEMO
- Identifying errors with documents, accurately classifying documents to their correct document type electronically and indexing documents to their correct specific case
- Annotating visible errors within DMS to allow Clients to see via the electronic version where issues have occurred and advise possible solutions
- Accurate retrieval and filing of documentation into numerical order on a daily basis
- Frequent daily monitoring of queues that contain requests for action on specific documents from the Client via NEMO and moving, amending, destroying or redirecting documents
- Prioritising responsibilities and operating proactively
- Understanding and following all customer requirements, company policies and procedures, and statutory and regulatory requirements
- Attending external Settlements when required to assist the SAIG Settlements Team
- Assisting in the Agents Relationship Management Team.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
Support Officer
Wise Financial Services
06.2020 - 01.2021
- Advice Process
- Due diligence
- Draft statement of advice
- Prepare presentation documents for adviser
- Compliance and audit checks
- Implementing advice including: Super Funds (Retail and SMSF), Personal Risk Insurance, Investment Portfolios (Direct equity and platforms), Referrals to estate planners and debt specialists
- Manage Adviser's day to day tasks
- Life Risk Insurance claims for existing and new clients
- Compliance and Audit checks.
Service Administrator/Service Supervisor
JCB Construction Equipment Australia
06.2015 - 05.2016
- Manage daily bookings for field service technicians
- Enforce procedures
- Scheduling services/repairs
- Liaising directly with clients
- Assisting the parts department when required
- Assisting clients with technical enquiries about their machines
- Managing the warranty claims for the branch
- Closing out all completed internal and retail jobs once completed
- Calling customers for Purchase orders or payment details
- Dealing directly with Councils and Department of Defence to repair/service their machines in a timely manner
- Manage the workshops daily workflow
- Manage Dealer Support Requests to JCB UK.
Client Services Manager / Adviser Support
Quill Group Financial Planners
07.2014 - 06.2015
- Manage Workflow
- Enforce procedures
- Scheduling appointments
- Making reminder calls
- Encourage and build team environment
- Act as a conduit between company and clients to all areas of business as required
- Communicate and escalate critical or important client issues within the company
- Assist with reception duties when required.
Records Management / Mail room / Document production
Crown Law - Queensland Government
02.2012 - 05.2013
- Creation of Legal and Administrative files
- Opening of the mail
- Filing and Serving clerk - Attending multiple court registries, filing court documents, serving documents on other law firms
- Mail manager
- Mail delivery
- Administrative tasks
- Photocopying of legal and other documents
- Adding security to files
- Processing financial disbursements
- Allocation of daily tasks
- Archiving of confidential legal files
- File Audits
- Implementation of Record management procedures.
Sales assistant
Joanne Mercer - DFO Brisbane Airport
10.2011 - 03.2012
- Customer service
- Till operation
- Sales
- Answering the telephone
- Opening and closing the store.
Sales Assistant
Best Friends Pet Supercentre - Kawana
02.2011 - 11.2011
- Customer service
- Reception duties
- Health check of animals
- Till operation.
Sales Assistant
Pet Stock - Capalaba
01.2010 - 02.2011
- Customer service
- Unpacking orders
- Answering the telephone
- Health checks of animals.
Veterinary nurse
Greencross Vets - Brisbane - Small animal veterinary clinic
01.2009 - 01.2010
- Assist in surgery
- Reception duties
- Customer service
- Unpacking orders
- Look after sick animals
- Animal Husbandry
- Assist in Vaccinations
- Prepare food
- Sterilization of instruments.
Cashier
McDonalds - Brisbane
02.2008 - 08.2009
- Customer service
- Taking orders
- Food preparation
- Till operation.
Education
Senior certificate -
Moreton Bay College
Certificate II Animal Studies -
Greencross Vets, Woolloongabba
01.2009
Skills
- Microsoft Word
- Excel
- Medical Director
- Pracsoft
- Power Point
- Nemo
- Internet Explorer
- Xplan
- ERA
- Interaction Desktop
- Life400
- CSP
- OneNote
Timeline
Customer Experience Specialist
TAL
02.2023 - Current
Medical Receptionist
Waterford 7 Day Medical Centre and Skin Cancer Clinic
04.2021 - 05.2022
Support Officer
Wise Financial Services
06.2020 - 01.2021
Service Administrator/Service Supervisor
JCB Construction Equipment Australia
06.2015 - 05.2016
Client Services Manager / Adviser Support
Quill Group Financial Planners
07.2014 - 06.2015
Team Leader of Settlements Department / 2IC Records Officer / Settlement Officer / Acting 2IC Agent Relationship Management Team
SAI Global Property
05.2013 - 05.2022
Records Management / Mail room / Document production
Crown Law - Queensland Government
02.2012 - 05.2013
Sales assistant
Joanne Mercer - DFO Brisbane Airport
10.2011 - 03.2012
Sales Assistant
Best Friends Pet Supercentre - Kawana
02.2011 - 11.2011
Sales Assistant
Pet Stock - Capalaba
01.2010 - 02.2011
Veterinary nurse
Greencross Vets - Brisbane - Small animal veterinary clinic
01.2009 - 01.2010
Cashier
McDonalds - Brisbane
02.2008 - 08.2009
Senior certificate -
Moreton Bay College
Certificate II Animal Studies -
Greencross Vets, Woolloongabba
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