Tenayha Jade James
Brisbane,QLD
Summary
Dedicated professional with 8 years of experience in the travel insurance industry, across claims assessment, customer service, and team leadership. Skilled in managing complex caseloads, supporting customers with empathy, and driving team performance through effective leadership. Highly adaptable under pressure, with a strong focus on continuous improvement, and contributing to the company's success.
Overview
11
11
years of professional experience
Work History
Remediation Team Manager
Allianz Partner
Brisbane, Queensland
2017.10 - Current
- Lead the remediation team, providing daily support, allocating workloads, and validating team outputs.
- Conduct customer detriment analysis to identify impacts, and ensure fair outcomes.
- Scope work requirements, including resource planning and delivery timeframes.
- Manage and monitor case lists, ensuring accuracy and compliance with standards.
- Coordinate and update spreadsheets to track progress and outcomes.
- Foster a supportive and empathetic team environment, helping the team to achieve targets and grow.
Help Desk - Team Manager
Allianz Partners
Brisbane, Queensland
2017.10 - Current
- Conducted monthly performance reviews with team members, supporting growth, and accountability.
- Held daily catch-ups with individual team members to provide coaching and support.
- Prepared and managed weekly roster rotations, and allocated tasks effectively.
- Handled escalated calls, resolving complex customer issues with professionalism.
- Completed administration tasks, including emails, reporting, and documentation.
Case Manager
Allianz Partners
Brisbane, Queensland
2017.10 - Current
- Assessed travel insurance claims, ensuring fair and timely resolution.
- Managed a daily caseload while meeting quality and compliance standards.
Help desk & Sales
Telco Services Australia
Brisbane, Queensland
2014.05 - 2017.10
- Conducted outbound calls to potential clients and introduced products effectively.
- Engaged customers with persuasive communication and addressed inquiries promptly.
- Collaborated with team members to develop tailored sales pitches for diverse audiences.
- Handled objections skillfully and maintained a positive attitude during conversations.
- Refined and demonstrated excellent listening skills, asked probing questions, understood concerns, and overcame objections.
Education
High School Diploma -
Victoria Point State Highschool
Brisbane, QLD2010-11
Skills
- Customer detriment analysis and remediation
- Scoping of work, resourcing, and delivery plan
- Travel insurance claims assessment
- Team leadership and staff development
- Customer service (phones and emails)
- Microsoft Excel, Outlook, Teams
- Case management and compliance
- Strong communication and empathy
- Ability to work under pressure
Timeline
Remediation Team Manager
Allianz Partner
2017.10 - Current
Help Desk - Team Manager
Allianz Partners
2017.10 - Current
Case Manager
Allianz Partners
2017.10 - Current
Help desk & Sales
Telco Services Australia
2014.05 - 2017.10
High School Diploma -
Victoria Point State Highschool