Theresa Lorraine Pula
Brisbane ,QLD
Summary
I am a detail-oriented and enthusiastic Quality Assurance professional with 10 years experience in the travel insurance industry. I have as passion for ensuring excellence in every detail and thrive on identifying opportunities for improvement, delivering solutions that enhance processes and outcomes. I bring a strong eye for detail, a collaborative mindset, and a proactive approach to problem-solving. I perform well under pressure, independently and in dynamic environments where teamwork and innovation are valued.
I am driven by a commitment to quality and about making a genuine impact. Over the past decade, I have developed deep understanding of the travel insurance sector, combining techinical expertise with a personable and approachable style to resolve challenges, refine processes and foster strong team relationships to achieve outstanding results.
Overview
10
10
years of professional experience
Work History
Quality Assurance Specialist
Gallagher Bassett - Corporate Services Network
Brisbane, Queensland
04.2024 - Current
- Utilised root cause analysis techniques to identify and rectify quality-related problems.
- Reviewed customer requirements and specifications to ensure products met standards.
- Outlined remediation plans to standardise results to meet compliance regulations.
- Reorganized and revised standard operating procedures to streamline processes and improve communication and collaboration.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Collaborated with cross-functional teams across the organisation to ensure adherence to quality objectives.
- Determined training needs of staff and organised training interventions to achieve quality standards.
- Analysed issues and recommended corrective actions to improve final results.
- Participated in audits, providing necessary documentation and support.
- Supported continuous improvement initiatives by analysing performance data and recommending process enhancements.
- Prepared reports to communicate results of quality inspection activities to management.
- Managed allocation of claims by organising daily schedules for the travel team. This also included Open File Reviews on claims.
Complaints Officer
Allianz World Partners - Travel Insurance
Brisbane, Queensland
03.2017 - 04.2024
- Enhanced customer satisfaction by promptly addressing and resolving complaints in a professional manner.
- Managed high volumes of customer complaints, ensuring timely and effective resolutions for improved customer retention.
- Conducted thorough investigations into complex complaint cases to determine appropriate resolution strategies.
- Collaborated with cross-functional teams to identify the root causes of common complaints and implement process improvements.
- Streamlined complaint-handling process by implementing an efficient tracking system, resulting in quicker response times.
- Trained new Complaints Officers on company policies and procedures, ensuring consistent service quality across the team.
- Maintained accurate records of all complaints received, actions taken, and outcomes achieved for reporting purposes.
- Reduced recurring issues by proactively identifying trends in customer complaints, and working with relevant teams to address them.
- Achieved positive resolution outcomes by mediating disputes between customers and company representatives.
- Provided constructive feedback to internal teams based on customer complaints, contributing to continuous improvement initiatives.
- Utilized strong negotiation skills to achieve favorable results for both the company and the complainant when resolving disputes.
- Maintained up-to-date knowledge of industry regulations and compliance requirements related to consumer complaints handling processes.
- Improved overall customer experience by actively listening to concerns, and empathizing with complainants, while seeking mutually beneficial solutions.
- Demonstrated exceptional time management skills, consistently meeting deadlines for resolving complaints, and reporting on complaint trends.
- Served as a role model for other Complaints Officers by maintaining a professional demeanor, and providing exceptional service in all customer interactions.
- Conducted quality control reviews on complaint data, and addressed results with colleagues to influence positive change.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquiries.
- Managed the regulatory complaints team in activities associated with the resolution of customer complaints received by federal and state regulators.
Claims Consultant
Allianz World Partners - Travel Insurance
Brisbane, Queensland
05.2015 - 04.2016
- Increased operational effectiveness via streamlined workflows.
- Reduced claim resolution time with thorough investigations, and effective negotiation techniques.
- Enhanced client satisfaction by providing timely updates on claim status and offering personalized support.
- Resolved complex claims, utilising expert knowledge of policy coverage, and industry regulations.
Customer Service Representative
Allianz World Partners - Travel Insurance
Brisbane, Queensland
12.2014 - 05.2015
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer dissatisfaction with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating the company website and placing online orders, improving the overall user experience.
Education
James Cook High School
School 11.2018
Skills
- In-Depth Knowledge of Travel Insurance
- Analytical Problem Solving
- Resilient in High-Pressure Situations
- Attention to Detail
- Customer Service
- Problem Solving
- Performance monitoring
- Application audits
- Correction action planning
- Quality improvements
- Internal audits
- File management
- Decision-making
- Team Collaboration
Timeline
Quality Assurance Specialist
Gallagher Bassett - Corporate Services Network
04.2024 - Current
Complaints Officer
Allianz World Partners - Travel Insurance
03.2017 - 04.2024
Claims Consultant
Allianz World Partners - Travel Insurance
05.2015 - 04.2016
Customer Service Representative
Allianz World Partners - Travel Insurance
12.2014 - 05.2015
James Cook High School