Sharlene Smith

The Distribution Governance Specialist in Quality Assurance is responsible for overseeing the implementation and adherence to quality control procedures within the WFI AR and RSR network. This role ensures that all activities comply with company standards, regulatory requirements, and best practices to maintain the company's integrity and customer satisfaction.

Responsibilities:

• Ensure compliance with company standards and regulatory requirements.
• Process Monitoring and Improvement: Monitor distribution processes to identify areas for improvement.
• Develop and implement strategies to enhance process efficiency and effectiveness.
• Conduct regular audits and inspections to ensure adherence to quality standards.
• Risk Management: Identify potential risks in the distribution process and develop mitigation strategies.
• Maintain a risk register and ensure all risks are documented and addressed.
• Stakeholder Coordination: Collaborate with various departments, including EM's, State Managers, AR Council, Line 2 Risk, Compliance and Legal departments - to address quality-related issues.
• Data Analysis and Reporting: Analyse distribution data to identify trends and areas for improvement.
• Prepare and present reports on distribution performance and quality metrics to senior management.
• Compliance and Documentation: Ensure all distribution activities are documented accurately and comply with regulatory requirements.
• Maintain up-to-date records of quality control procedures and audit findings. Stakeholder Feedback Management: Collect and analyse feedback related to distribution governance.
• Continuous Improvement: Promote a culture of continuous improvement within the distribution team.

A Regional Sales Representative at WFI Insurance plays a crucial role in promoting and selling the company's insurance products within a specific region. Overall, the role demands a combination of sales acumen, customer service skills, and market knowledge to effectively represent WFI Insurance and contribute to its growth in the region

Responsibilites:

• Fulfilled customer queries over phone, in-person and through email to provide and maintain highest level of customer care.
• Provided exceptional customer service by addressing inquiries and resolving any issues promptly.
• Forged and nurtured impactful relationships with customers to cultivate loyalty.
• Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
• To Build and maintain professional relationships with clients to achieve sales targets
• To develop a portfolio of business that includes both renewal and new business within a specified region
• Network and promote opportunities in order to build referrals
• Consistently interact with clients to provide personal service: ascertain client needs and build long term relationships
• Manage time and territory effectively and support any new Area Manager in management of time and workload with on the road experience
• Manage Quality Assurance and Standards
• Know our Industry and Products and be able to articulate product inclusions and exclusions for the clients
• Conduct risk surveys in order to assess the risk and identify insurance requirements
• Apply underwriting principles, processes and guidelines
• Use underwriting tools to assess the risk and see if in guidelines of the company
• Planning and Workload management
• Manage ISS effectively with correct data integrity Effectively use system generated reports to understand our businesses, make appropriate decisions and make improvements where necessary.

A Regional Assistant for a state at WFI Insurance supports the Regional Manager and the broader sales team in various administrative and operational tasks. Overall, the role of a Regional Assistant is vital in ensuring the efficiency and effectiveness of the regional operations at WFI Insurance. It requires strong organizational skills, attention to detail, and the ability to handle multiple tasks simultaneously.

Responsibilities:

• Administrative Support: Assisting with day-to-day administrative tasks such as scheduling meetings, managing correspondence, and maintaining records. This ensures smooth operations within the regional office
• Client Interaction: Handling client inquiries and providing information about insurance products and services. This involves maintaining a high level of customer service and professionalism
• Sales Support: Assisting the sales team with preparing proposals, processing applications, and following up on client leads. This helps in streamlining the sales process and ensuring timely responses to clients.
• Data Management: Managing and updating client databases, ensuring all information is accurate and up-to-date. This is crucial for effective client relationship management and reporting
• Event Coordination: Organizing and coordinating regional events, such as client meetings, promotional activities, and community engagement events. This helps in building and maintaining strong client relationships.
• Reporting: Preparing regular reports on sales activities, client interactions, and other relevant metrics for the Regional Manager. This supports strategic planning and performance evaluation
• Operate and marketing liaison between R41 and marketing dept. Help co-ordination of events for NSW Farmers (July) Agquip (August) and filed days throughout the year
• Ordering all merchandise items

• Maintained appropriate filing of personal and professional documentation.
• Oversaw personal and professional calendars and coordinated appointments for future events.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Improved time management of the executive through effective prioritization and organization of tasks.
• Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
• Delegating work in the Principal’s absence
• Managing electronic diary
• Attending meetings on the Principal’s behalf
• Drafting communications on the Principal’s behalf
• Preparing updates for intranet
• Meeting with prospective commercial tenants to show properties, explain terms of occupancy
• Direct collection of monthly assessments, rental fees and deposits
• Liaise with insurance companies, banks and solicitors in regards to premiums, mortgage and leasing agreements
• Implementation of electronic filing system and website application
• Prepare detailed budgets and financial reports for landlords Prepare and administer contracts for provision of property services such as security services, cleaning and maintenance

• Lived onsite and managed 36 apartments with a staff of 20.
• Provide outstanding and consistent customer service. Consistently met deadlines, goals and all KPI's
• Controlled inventory levels
• Ensure total conformance to quality and O.H.& S. standards. Oversee the maintenance and cleaning processes to the highest standards.
• Communicate effectively with internal and external management. Display excellent negotiation and conflict management skills.
• Actively Promote Quest to secure long term contracts. Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
• Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention. Communicated best practices among on-site and external personnel to align efforts and goals.
• Conducted regular site meetings with team members, fostering open communication channels for efficient problem-solving and progress updates.
• Reduced safety incidents by conducting regular site inspections and enforcing strict adherence to safety protocols.
• Developed strong relationships with clients through consistent communication of project updates and prompt resolution of concerns or issues.
• Interviewed, hired, and trained new workers.