Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Shannen Iverson

Brisbane

Summary

A highly experienced and reliable professional with a robust background in high-volume customer service and insurance claims roles. Passionate about delivering personalised support, consistently identifying opportunities and providing effective solutions. Known for exceeding expectations and achieving targets consistently. Exceptionally organised and detail-oriented, thriving in high-pressure environments while maintaining efficiency. Adaptable and collaborative, seamlessly integrating into team dynamics while also working independently when needed. Possesses strong communication and project management skills, with a proven ability to handle multiple tasks in fast-paced settings. Recognised for a proactive approach to problem-solving and optimising processes, committed to driving team success and exceeding organisational goals. Knowledgeable with proven background in consulting, delivering strategic insights and effective solutions to clients. Successfully led multiple projects, enhancing operational efficiency and driving business growth. Demonstrated expertise in problem-solving and client relationship management. Knowledgeable assosicate with proven background in consulting, delivering strategic insights and effective solutions to clients. Successfully led multiple projects, enhancing operational efficiency and driving business growth. Demonstrated expertise in problem-solving and client relationship management.

Overview

9
9
years of professional experience

Work History

Deceased Estates Case Consultant

MLC Life Insurance
10.2020 - Current
  • Assess deceased estate, annuity, and superannuation lump sum death and terminal illness insurance claims, ensuring compliance with SLAs.
  • Maintain and manage a case portfolio of 100+ claims, providing timely and accurate assessments.
  • Review claim documents, including Death Certificates, Wills/Probate, Claim Forms, Power of Attorney, and statutory declarations.
  • Analyse both verbal and numerical data, particularly financial, identifying and addressing any gaps in information.
  • Liaise with internal stakeholders, customers, Executors, legal applicants, and solicitors to ensure efficient claim processing and resolution.
  • Process claim payments and issue confidential correspondence to all relevant parties.
  • Provide ongoing 1:1 support, training, and develop quick-reference training modules to enhance team performance.
  • Evaluate client needs and expectations to establish clear goals for each engagement, ensuring alignment with organisational objectives.
  • Manage client relationships through regular check-ins and updates on the progress of each claim.
  • Streamline internal processes to enhance team efficiency and improve project outcomes.

Personal Assistant

Mike's Handyman and Gardening
06.2017 - 12.2020
  • Provided daily personal assistance, managing both personal and professional needs with attention to detail.
  • Acted as the first point of contact for incoming visitors and phone calls, ensuring prompt and professional responses, while directing inquiries as needed.
  • Managed outsourced jobs and client relations, coordinating services and ensuring high customer satisfaction.
  • Oversaw personal and professional calendars, scheduling and coordinating appointments for future events.
  • Developed and executed advertising and marketing strategies to promote services.
  • Managed social media platforms, creating and curating content to engage with clients and potential customers.
  • Prepared quotes and invoices for customers, ensuring accuracy and timely delivery.
  • Maintained accounts receivable and payable, ensuring all financial transactions were processed correctly.
  • Performed bookkeeping duties using Xero software to track financials and ensure accurate records.
  • Provided labor assistance on-site when needed, ensuring smooth operations and timely project completion.
  • Scheduled and confirmed appointments, keeping calendars organised and up to date.
  • Managed the filing of personal and professional documents to maintain a well-organised, efficient system.
  • Improved productivity by prioritising tasks, meeting deadlines, and ensuring seamless daily operations.

Customer Relations

Keema Automotive Group
09.2018 - 10.2020
  • Answered a high volume of inbound calls for nine automotive branches across Queensland, efficiently directing them to the relevant departments.
  • Scheduled appointments for customers, ensuring prompt and accurate coordination of service times.
  • Managed warranty tasks, handling all related inquiries and ensuring proper follow-up.
  • Entered and updated customer and service data accurately in the system to maintain up-to-date records.
  • Provided customer relations support by addressing inquiries, complaints, and service requests professionally.
  • Made outbound calls to follow up on services, customer satisfaction, and warranty claims.
  • Consistently met KPIs and achieved positive results in mystery shops, demonstrating strong performance.
  • Coordinated with service staff and management to ensure efficient service delivery and customer satisfaction.
  • Conducted service follow-up calls to ensure client satisfaction and resolve any ongoing issues.
  • Relayed customer feedback to service departments to improve operations and customer experience.
  • Fostered positive customer relations through a friendly, professional demeanour and a can-do attitude.
  • Improved customer relations by effectively communicating service offerings, pricing, and resolving any issues promptly.
  • Prioritised tasks to meet daily quotas while maintaining a high level of customer satisfaction.
  • Trained new employees on company policies and customer service best practices to ensure consistent service quality.

Switchboard Operator

Keema Automotive Group
02.2017 - 09.2018
  • Answered inbound calls for seven automotive branches, providing timely assistance and ensuring effective communication across departments.
  • Performed clerical duties including data entry and administrative support to maintain accurate and organised records.
  • Streamlined administrative tasks, such as message-taking and appointment scheduling, improving productivity across multiple departments.
  • Managed a high volume of calls during peak hours, maintaining composure and efficiently addressing customer needs.
  • Delivered exceptional customer service through active listening, empathetic problem-solving, and a professional approach to resolving concerns or complaints.
  • Assisted in reducing hold times by quickly handling calls and utilising switchboard system features efficiently.
  • Safeguarded the company’s reputation by upholding confidentiality and discretion when dealing with sensitive information during call transfers.
  • Directed incoming calls to the appropriate internal personnel or departments, ensuring calls were routed to the best-qualified team member.
  • Demonstrated flexibility in adjusting work schedules to cover shifts during high call volume periods or staff shortages, ensuring seamless phone coverage at all times.

Administrative Assistant/Receptionist/Trainee Bookkeeper

Jill of All Trades
02.2016 - 02.2017
  • Provided comprehensive administrative support to the CEO and customers, ensuring smooth daily operations and effective communication.
  • Utilised Xero online accounting software to manage finances, including tracking expenses, processing invoices, and ensuring accurate financial records.
  • Delivered exceptional customer service by addressing inquiries and resolving issues promptly, both verbally and in writing.
  • Identified and pursued sales opportunities, contributing to the growth of the business and customer satisfaction.
  • Inputted orders into the system and generated invoices to ensure accurate billing and timely payments.
  • Communicated with customers in a clear and professional manner, maintaining strong relationships and ensuring client satisfaction.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Ensured accurate record-keeping through diligent data entry and database management of crucial company information.
  • Promoted a positive work environment by fostering professional relationships, effective communication, and collaboration among colleagues.
  • Supported executive staff by managing schedules, coordinating travel arrangements, and preparing important documents.
  • Optimised executive calendar management by strategically scheduling appointments, prioritising tasks, and minimising scheduling conflicts.
  • Organised office events, such as holiday parties and team-building activities, to promote company culture and boost employee morale.

Education

Certificate 3 -

Business Administration

Certificate 2 -

Retail Services

Certificate 2 -

Hospitality

Certificate 3 -

Sport & Recreation

Skills

  • Strong Verbal Communication
  • Receptive to Constructive Criticism
  • Self-Driven Professional
  • Proficient Issue Resolution
  • Consistent Reliability
  • Proficient in Technology
  • Customer Engagement
  • Administrative Support
  • Efficient Data Management
  • Rapid Learner
  • Customer Relationship Management
  • Empathetic Communication
  • Prioritisation and Scheduling Skills

Interests

  • DIY and Home Improvement
  • Fundraising Events
  • Embracing outdoor adventures such as beach and bush camping

Timeline

Deceased Estates Case Consultant

MLC Life Insurance
10.2020 - Current

Customer Relations

Keema Automotive Group
09.2018 - 10.2020

Personal Assistant

Mike's Handyman and Gardening
06.2017 - 12.2020

Switchboard Operator

Keema Automotive Group
02.2017 - 09.2018

Administrative Assistant/Receptionist/Trainee Bookkeeper

Jill of All Trades
02.2016 - 02.2017

Certificate 3 -

Sport & Recreation

Certificate 3 -

Business Administration

Certificate 2 -

Retail Services

Certificate 2 -

Hospitality

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Shannen Iverson