SERENA RICHARDSON

Lead

IAG Insurance

12.2012 - Current

Lead a team of 14 sales and service consultants
My primary responsibilities are to coach and mentor the team to deliver exceptional experiences for our customers – to achieve sale, retention, and customer experience outcomes
Provided ongoing feedback and coaching to ensure staff members were successfully applying new skills in their roles
Enhanced employee performance by developing and implementing comprehensive training programs
Conducted regular training sessions for new hires, ensuring a smooth onboarding process and minimizing time to productivity
Created a positive learning environment by fostering open dialogue, sharing best practices, and encouraging constructive peer-to-peer feedback
Developed and executed performance management programs to increase employee engagement and productivity
Extensive experience in employee recruitment process including onboarding and supporting the trainer
Triage complaints from direct reports to ensure they are managed accordingly and within stipulated timeframes
Deep dive into customer complaints to understand root cause and resolution
Clear on IAG's Complaint Management process – Level 0 and Level 1 & ensure complaints managed within SLA
Triage complaints from direct reports to ensure they are managed accordingly
Conduct deep dives into complaints to understand root cause and help build a resolution
Contact customers within the required times to ensure a resolution can be reached
Provide support & coaching with the team on how to manage level 0 and level 1 complaints
Liaise with Customer Relations to get support and guidance when required
Strong written communication skills for Level 1 complaints – Decision and Preliminary Letters
Engage relevant stakeholders such as IT, Customer Support, and other parts of the business when resolving complaints
Utilize IAG's resources to manage complaints ie: KA & KM articles
Improved overall workflow efficiency by identifying skill gaps and providing targeted training solutions to bridge those gaps
Provide support and coaching with the individuals/team in order to manage customer complaints
Weekly call audits to ensure team is meeting the customers, business and regulators obligations
Streamlined company-wide communication by initiating weekly team meetings and implementing an internal messaging platform
Increased employee retention rates through engaging professional development opportunities, fostering a supportive learning environment.