Summary
Overview
Work History
Education
Skills
References
Timeline
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TAMMY BENNETT

North Kellyville,NSW

Summary

Encouraging, versatile strong leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent relationship-building skills. I have excellent independent decision-making skills and sound judgment which focuses on improved customer experience through expert dispute resolution. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

My passions are for people development and seeing people reach their potential, developing team members into leaders with strong focus on delivery and driving insights into actions.

Overview

24
24
years of professional experience

Work History

Senior Manager, Disputes Resolutions

QBE Insurance
07.2021 - Current
  • Sen Manager in both IDR and EDR functions within Customer Relations Team.
  • Provided strong leadership to enhance team productivity and morale.
  • Led cross-functional teams to achieve and deliver high-quality results.
  • Established strong relationships with customers and stakeholders, ensuring long-term partnerships and retention.
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.
  • Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
  • Mentored staff members for skill development and career progression within the organization.
  • Part of a team managing large-scale projects and assisted in the introduction of new systems, tools, and processes to achieve business and industry objectives.
  • Implemented and developed operational standards, policies and procedures.
  • Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
  • Achieved operational excellence by streamlining processes and implementing best practices.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
  • Increased customer satisfaction with timely deliveries and seamless communication.
  • Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
  • Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
  • Executed appropriate staffing and budgetary plans to align with business forecasts.
  • Business Planning - horizon plans for 3-5yr period
  • Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.
  • Championed process improvement initiatives that led to increased staff and customer satisfaction.
  • Consistently met or exceeded annual performance targets set by senior leadership.
  • Enhanced company reputation by driving successful initiatives that addressed customer issues at complaint level..
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Change management
  • Produced staffing matrix to provide adequate coverage of department.
  • Established team priorities, maintained schedules and monitored performance.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Launched quality assurance practices for each phase of development
  • Drive Insights into action across the business.

Manager, Customer Care Unit

QBE Insurance
09.2018 - Current
  • Managed and motivated a team of dispute resolutions employees to be productive and engaged in work.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Developed and maintained relationships with customers and suppliers.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
  • Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within organization.
  • Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
  • Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
  • Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
  • Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
  • Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
  • Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
  • Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Managed Customer Relations Financial Hardship Program
  • Assisted with Remediation.
  • Worked with Team for department restructure and the removal of Stage 1 of Complaints.

Dispute Resolution Specialist

QBE Insurance
07.2017 - Current
  • Provided extensive support for clients throughout the dispute resolution process, offering guidance on best practices and potential solutions.
  • Participated in ongoing professional development opportunities to stay current with industry best practices for resolving complex disputes effectively.
  • Conducted thorough research on relevant laws and regulations, ensuring all parties had a clear understanding of their rights and obligations.
  • Streamlined internal processes for an improved workflow, resulting in more efficient case management while maintaining high-quality service delivery standards.
  • Coordinated closely with other departments within the organization for seamless collaboration during multifaceted dispute resolutions, ensuring all relevant parties were informed and engaged throughout the process.
  • Managed high caseloads, ensuring timely resolution of conflicts and promoting client satisfaction.
  • Prepared comprehensive reports outlining case details, resolution strategies, and final agreements for internal review and client records.
  • Developed customized mediation plans to address unique client needs and facilitate fair outcomes.
  • Provided expert dispute resolution services in a variety of industries, demonstrating versatility and adaptability in addressing unique client needs and conflict dynamics.
  • Collaborated with legal teams to ensure accurate representation of clients'' interests in the resolution process.
  • Utilized strong interpersonal skills to build rapport with clients from diverse backgrounds, fostering trustful relationships that facilitated smoother resolutions processes.
  • Maintained strict adherence to ethical guidelines and industry best practices, upholding the highest standards of professionalism and integrity in all aspects of dispute resolution work.
  • Achieved successful dispute resolutions through active listening and empathetic communication skills.
  • Trained new team members on company policies, procedures, and best practices in dispute resolution techniques to ensure consistent performance across the department.
  • Resolved disputes by expertly analyzing cases and implementing effective negotiation strategies.
  • Maintained detailed case records, enabling efficient tracking of progress and comprehensive reporting to stakeholders.
  • Employed critical thinking skills when assessing disputes to identify underlying issues contributing to conflict escalation or stagnation during negotiations sessions successfully.
  • Reviewed legal documents and contracts to determine potential conflicts and disputes.
  • Prepared written opinions or decisions regarding cases.

Complex Claims Specialist

Hollard Insurance
04.2016 - Current
  • Case Management of General Insurance Claims (both Home and Motor Insurance Investigations)
  • Allocation to Investigators, Prioritise, Monitor Workflow and workloads Research and desktop searches and investigations Telephone interviews with Insured, TP, Police, Solicitors, witnesses/alibis as necessary then determine if further enquiries are required
  • Liaise with Forensic Specialists – Locksmiths, Accident Reconstructionalists Analysis of information
  • Review all documents including financial records and telephone records
  • Establish Fraud trends by researching, profiling Document, interview and information analysis Read and review investigation reports Make Determination on investigation Attend to writing denial Fraud Presentations to New Staff and other company officials as required Attend IFBA meetings Liaise with other insurers on claims and fraud trends Liaise with Police and attend to Fraud Referrals Liaise with Solicitors regarding Fraud Liaise with internal Staff and IDR/EDR and management regarding claims Review claims process and establish new process and procedures

Case Manager and Report Writer

NKG Management P/L
04.2014 - Current
  • Case Management of Income Protection and General Insurance Claims (both Home and Motor Insurance Investigations)
  • Allocation to Investigators, Prioritise, Monitor Workflow and workloads Research and desktop searches and investigations Assist in interview and investigation planning Document, interview and information analysis Direct, Mentor and Coach investigators Attend Interviews Communicate and Liaise with Insurers and Solicitors Liaison with various government organisations to obtain sensitive personal documents Relationship building and maintaining
  • Liaise with Suppliers including Accident Reconstructionalists, Forensic examiners, Police etc
  • Dispute Handling Final investigation analysis and determination Report writing Fraud Referrals to Police Account Management for Major Insurer

Quality Assurance and Client Relationship Manager

LKA GROUP P/L
02.2013 - 04.2014
  • Case Management of Workers Compensation, Common Law, Travel Insurance and Medical and General Insurance Claims
  • Allocation to Investigators, Prioritize, Monitor Workflow and workloads Review Investigation for Quality Control and Compliance Investigation analysis and Report Writing Creating Investigation Plans for Investigators to follow Provide Training, mentoring, coaching and direction to investigators Lead a team of Factual Case Managers – Worker's Compensation Relationship Managing major clients – meeting and liaising Attending Training and facilitating Training Personal Insurance Investigation Management - Workers Compensation, Common Law, CTP General Insurance investigations Complaint and Dispute handling and resolution Mediation and negotiation Project Management Frequent interstate travel Manage the General insurance arm as well as all Common Law Claims investigations within the Worker's Compensation area of the business Creating templates for use by investigators

Fraud Analyst

SELF-EMPLOYED
01.2010 - 01.2013
  • Review and report writing for insurers with recommendations on claims

Investigations Co-Ordinator

JUST CAR INSURANCE
06.2006 - 01.2010
  • Development of this department and its strategies
  • Aligned the departments needs, with those of Just Car and the ICA
  • I introduced many procedures and assisted in role definitions and staff development within the department.
  • I was responsible for theft claims review and decision making utilising the expertise of external investigators.
  • Liaising directly with solicitors Interviewing of Claimants, Insured's, Witnesses and Police Desktop Investigations and enquiries – Internet searches Liaison with Insured's and solicitors Fraud Referrals Attending court as a representative for Just Car Insurance Liaise with staff and managers within INTERNAL DISPUTE area discussing claims Attended to FOS hearings as a representative of the company Drafting referrals on fraud matters to police and solicitors Received referrals for matters requiring further attention from supervisors and other department managers
  • Dispute Resolution and negotiations Provided support to all staff within the specialist claims unit and often act as an advisor to them and assist in their decision making, analysis and letter writing

Specialist Claims / Investigations Co-Ordinator

AAMI NSW
03.2002 - 05.2006
  • Worked as Motor Technical Claims Officer
  • Internal Review Officer
  • Moved into Investigations Team

Article Clerk / paralegal

Lloyd O'meara Incorporated
02.2000 - 12.2000
  • Completed legals articles

Education

Bachelor of Social Science - Industrial Relations And Legal Studies

University of KwaZulu Natal
Durban, South Africa
12.1997

Skills

  • Excellent written and verbal communication
  • Complaint Management
  • Understanding and interpretation of laws and regulations
  • Work Planning and Prioritization
  • Talent Development
  • Stakeholder Management
  • Process Improvement
  • Critical Thinking and problem solving
  • Negotiation and Conflict Resolution
  • People Development, Coaching and Mentoring
  • Customer centricity
  • Goal Setting
  • Technical Proficiency
  • Professional and Courteous conduct
  • Independent and thorough decision-making balancing customer and business acumen
  • Report Writing

References

To be provided when needed

Timeline

Senior Manager, Disputes Resolutions

QBE Insurance
07.2021 - Current

Manager, Customer Care Unit

QBE Insurance
09.2018 - Current

Dispute Resolution Specialist

QBE Insurance
07.2017 - Current

Complex Claims Specialist

Hollard Insurance
04.2016 - Current

Case Manager and Report Writer

NKG Management P/L
04.2014 - Current

Quality Assurance and Client Relationship Manager

LKA GROUP P/L
02.2013 - 04.2014

Fraud Analyst

SELF-EMPLOYED
01.2010 - 01.2013

Investigations Co-Ordinator

JUST CAR INSURANCE
06.2006 - 01.2010

Specialist Claims / Investigations Co-Ordinator

AAMI NSW
03.2002 - 05.2006

Article Clerk / paralegal

Lloyd O'meara Incorporated
02.2000 - 12.2000

Bachelor of Social Science - Industrial Relations And Legal Studies

University of KwaZulu Natal

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TAMMY BENNETT