Tarama (Tammie) Jade Munro
Brisbane
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
10
10
years of professional experience
Work History
Customer Retention Specialist
BUPA HEALTH INSURANCE
05.2025 - Current
- Managed outbound retention activities, reducing cancellations and enhancing long-term member engagement.
- Deliver tailored experiences by confirming policy accuracy and educating members on products suited to their needs.
- Consistently exceed KPIs relating to service quality, first contact resolution, and value-add opportunities.
- Resolved enquiries and complaints professionally, ensuring compliance and prioritising customer satisfaction.
- Ensure strict adherence to regulatory, compliance, and information security standards.
- Maintain accurate customer documentation to minimise financial and operational risk.
- Investigated rebate discrepancies, identifying root causes to implement effective corrective actions.
- Process refunds, and Medicare Levy Rebate adjustments with high accuracy.
Team Leader – Scheduling & Technical Support
SMOKE ALARM SOLUTIONS
01.2023 - 05.2025
- Coordinate technician and electrician scheduling to maximise productivity and SLA performance.
- Map and monitor daily job runs, adjusting priorities to meet urgent client requirements.
- Manage escalations from Account Managers and senior stakeholders.
- Oversaw client complaints and escalations, implemented resolution strategies to enhance satisfaction.
- Collaborate with Field Supervisors to optimise resource allocation across regions.
- Lead day-to-day team operations, including onboarding, leave management, and performance reviews.
- Drove call quality and first-call resolution, contributed to improved customer satisfaction metrics.
- Deliver KPI reporting aligned to Service Level Agreements.
- Provided coaching, mentoring, and development support to team members, fostering skill growth and performance.
Team Leader
COLLECTION HOUSE GROUP
02.2020 - 01.2023
- Led team culture, revenue performance, and behavioral standards.
- Monitored KPIs and implemented strategies addressing performance gaps, enhancing team accountability.
- Managed escalated matters and complex client cases.
- Cultivated strong client relationships and contributed insights in strategic client meetings, driving alignment on objectives.
- Delivered classroom and virtual training programs.
- Conducted call quality reviews and compliance monitoring.
- Ensured SLA adherence while executing change management initiatives, facilitating smooth transitions and compliance.
Account Representative (Case Manager)
COLLECTION HOUSE GROUP
11.2015 - 01.2020
- Managed portfolio of accounts, consistently achieving revenue targets of $70K.
- Achieved 85%+ call quality scores and productivity benchmarks.
- Negotiated payment solutions in line with regulatory guidelines.
- Mentored new team members and supported their onboarding process.
Education
Collections Clerk / Process Server -
Certification
Customer Complaint Handling -
In-House Training
Skills
- Customer retention
- Complaint resolution and escalation
- KPI and revenue management
- Claims and refunds processing
- Health insurance compliance
- Regulatory compliance
- Contact center operations
- Process improvement and quality assurance
- Attention to detail
- Data accuracy
- Problem solving
- Conflict resolution and negotiation
- Team leadership and coaching
- Conflict resolution
References
Available upon request
Education And Certifications
- Collections Clerk / Process Server Certification
- Customer Complaint Handling (In-House Training)
Core Capabilities
- Team Leadership & Coaching
- Customer Retention
- Complaints & Escalation Resolution
- KPI & Revenue Performance Management
- Health Insurance Administration & Compliance
- Claims, Refunds & Rebate Processing
- Conflict Resolution & Negotiation
- Contact Centre Operations
- Process Improvement & Quality Assurance
- Regulatory & Policy Compliance
- Strong Attention to Detail
Timeline
Customer Retention Specialist
BUPA HEALTH INSURANCE
05.2025 - Current
Team Leader – Scheduling & Technical Support
SMOKE ALARM SOLUTIONS
01.2023 - 05.2025
Team Leader
COLLECTION HOUSE GROUP
02.2020 - 01.2023
Account Representative (Case Manager)
COLLECTION HOUSE GROUP
11.2015 - 01.2020
Collections Clerk / Process Server -
Certification
Customer Complaint Handling -
In-House Training