Sheree Stewart

· Assisted insured customers when in crisis situations whilst travelling overseas

· Collaborated with relevant internal and external stakeholders to achieve efficient outcomes

· Assessed risk with appropriate escalation

· Coordination of complex medical cases including repatriations and evacuations

· Managed highly sensitive scenarios with empathy, professionalism and privacy

· Built trust and understanding of customer needs for advocacy

· Worked collaboratively in team environment for best management of cases

· Excellent communication and written skills, including thorough note-taking and handovers

· Outstanding time management skills and working under pressure

· Resilience and adaptability to changing circumstances

• Produced content for overhaul of team procedures
• Provided front-line staff with easy access to updated product information and troubleshooting guides through internal knowledge base
• Identified areas of weakness and recommended or implemented process improvements
• Collaborated across departments and levels of management to gain consensus on procedural documentation

• Maintained an inclusive and diverse team culture in a dynamic 24/7 work environment
• Assisted in recruitment and onboarding process of new team members
• Conducted individual coaching and mentored team to promote productivity and high customer service standards
• Supervised team members to confirm compliance with set procedures and quality requirements
• Dealt with complaints in a timely manner for de-escalation and efficient resolution
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams
• Planned roster, managed leave requests and absences and arranged covers to facilitate smooth flow of operations
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making
• Devised and implemented processes and procedures to streamline operations

• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution
• Developed and updated detailed records in customer database
• Negotiated prices and service agreements
• Assisted in product coordination and styling of campaign photoshoot
• Created content and updated website and social media using Photoshop and WordPress
• Sourced and coordinated suppliers for event
• On the day event coordination
• Produced surveys and analysed customer feedback to identify opportunities for improvement