Rae Henry

• Mentored new hires, resulting in stronger staff development and increased productivity.
• Monitored and reported trainee progress, introducing new learning tools to address individual needs.
• Analyzed team performance and identified opportunities for additional training.
• Monitored participant workflow and behaviours throughout training process.
• Tracked attendance and evaluated progress for assigned trainees.
• Reported to Lead Trainer on any discrepancies in the clients provided curriculum
• Implemented diverse instructional methods, optimizing trainee engagement.
• Awarded Incentive Bonus of $500 for target pass rate/scores achieved

• Supported agents and teams in continuous delivery of correct product information to provide to consumers
• Monitored and tracked consultant progress and application, to identify improvement opportunities.
• Collaborated with OM's, TL's and internal Content Creators to design and deliver new resource platforms and additional training materials for consultants, to ensure continuous improvement and adherence to client expectations
• Improved user productivity and efficiency through systematic training and support in using company-specific processing systems

• Managed and motivated employees to be productive and engaged with their work.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Maximized performance by monitoring daily activities and personally mentoring team members.
• Cascaded updates and informatory materials to agents and fellow colleagues
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Resolved Level 1 Customer complaints and escalated as appropriate
• Maintained up-to-date knowledge of product and service changes.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols during scheduled team huddles

• Adhered to GICOP Procedures at all times
• Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
• Claims Case Management
• Understood requirements for disputes/complaints, gathered evidence to support claims and resolved or escalated as appropriate
• Conducted full claim investigations and reported updates and legal actions/media threats.
• Drafted and reviewed legal documents utilizing knowledge of relevant clauses to minimize incurred liability.
• Delivered exceptional customer service to policyholders by communicating important information and patiently listening to and resolving issues and/or delays in processing.
• Determined and executed Claims outcomes
• Reviewed and analyzed suspicious and potentially fraudulent insurance claims, escalating as appropriate
• Resolved complex, severe exposure claims using high service-oriented file handling.
• Investigated and assessed damage reports and reviewed property damage estimates.
• Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
• Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.

• Served food and beverages promptly with focused attention to customer needs.
• Worked with POS system to place orders, manage bills, and handle complimentary items.
• Cultivated warm relationships with regular customers.
• Set positive tone for entire dining experience as first point of contact for incoming guests.
• Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
• Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
• Resolved customer complaints promptly and professionally to maintain positive reputation.
• Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.

Trainer/Coach/Content Creator

- Prepared, delivered and implemented required and appropriate curriculum for Secondary School-aged children in the Private Education Sector of Victoria

- Led students and private clients in preparing for presentations & Nationally/Internationally accredited Exams/Certificates, achieving a 100% pass rate

- Monitored student behaviour and progress, providing written and verbal reports to parents, students and the Colleges

- Accountable for the design and implementation of tailored digital programs/resources which have clear teaching aims, objectives and sustainable learning outcomes, used by over 50,000 musicians around the world

- Responsible for Client Care/Customer Service and follow up communications, market research and sales-driven presentations both written and visual.