Timothy Melesala
Melbourne,VIC
Summary
Dynamic leader with over 15 years of experience in the corporate financial sector, specializing in team guidance, complex project management, and achieving strategic objectives. Proven expertise in developing efficient processes and maintaining high standards while aligning team efforts with organizational goals. Strong analytical and communication skills complement a collaborative approach, enabling swift adaptation to new environments. Committed to fostering team success and pursuing continuous professional development, demonstrating a positive attitude and dedication to growth.
Overview
18
18
years of professional experience
Work History
Lead, Early Resolution & Triage
Acenda
04.2023 - 03.2026
- Manage and resolve customer incidents, complaints and expressions of dissatisfaction within a high-volume and highly regulated environment.
- Resolved approximately 300 expressions of dissatisfaction and customer issues, ensuring timely, compliant and accurate outcomes.
- Proactively identify emerging risks, trends and operational issues, escalating complex matters to the appropriate business teams.
- Use ServiceNow, GRC and BANCS systems to track incidents, monitor progress and maintain detailed records.
- Coordinate with stakeholders across operations, compliance and support teams to support issue resolution and service recovery.
- Document incidents, investigations and remediation actions to support governance, audit and continuous improvement requirements.
- Introduced Scrum tools and structured team rhythms to improve prioritisation, collaboration and operational efficiency.
Secondment - Workforce Optimisation Analyst
MLC Life Insurance
08.2022 - 04.2023
- Providing efficient and accurate forecasting, scheduling and insights to ensure MLC Life’s customer facing operational areas can meet their contractual service level agreements and deliver great customer experience.
- Provide regular reports and updates for results pertinent to the customer experience including first call resolutions and service levels. Also execution of audit reports to assist business units manage risk effectively.
- Build strong stakeholder relationships across Customer Operations, aligning goals & initiatives to deliver strategically.
- Identify efficiency initiatives, implementing in collaboration with Senior Managers and relevant internal/external stakeholders.
- Creation of new/maintenance of existing data models, ensuring accuracy and integrity of all data.
- Fully support company project and strategic initiatives, providing SME support where required.
- Proactively analyse trends in data sets, identifying service enhancement opportunities and making recommendations on how to improve.
- Contribute meaningfully to variance and/or insights forums, realising incremental improvements in planning and performance.
Permanent - Claims Customer Care
MLC Life Insurance
09.2019 - 08.2022
- Providing efficient service and assistance as a first point of contact for customers looking to initiate a claim and establishing respectful relationships through rapport building and engagement.
- Providing customer service support to a wide range of life insurance clients.
- First point of contact for clients looking to lodge new claims for Life, Total & Permanent Disability, Critical Illness and Income Protection benefits.
- Accurately assessing benefit claims relating to Banking Assurance products (Mortgage, Personal Loans and Credit Care Insurance). Specialising on clients with experiences of financial hardship and involuntary unemployment.
- SME for Traditional and Heritage products and implementing new process and training materials for initiating death related claims and notifications.
- Senior Team Member and Step-in Lead to cover absences and support team where needed.
- Involved in all User Application Testing for claims space and working along Sanagi/Claims Vantage technology team for all R18-R20 system implementation.
Secondment - Lead, Customer Contact
MLC Life Insurance
06.2021 - 01.2022
- Providing technical expertise and coaching team members to enable a high level of service towards supporting customers and delivering an exceptional customer experience.
- Providing support and guidance to team members in resolving complaints and escalations.
- Rapport building and demonstrating key role model behaviours with emphasis on working collaboratively.
- Exploring ways to increase positive attrition and interviewing suitable new recruits for the business.
- Coach and mentor team members to ensure all development actions are kept in check to track progress towards end of year performance reviews.
- Implementing a high performance culture by assisting team members to be accountable for adherence, productivity and output.
- Establishing and maintaining stakeholder relationships both internal and external within related business units (Claims, Product, Legal and Underwriting etc).
- Ensuring risk and compliance guidelines are kept within guidelines. Documenting and managing operational risks and events to adhere to all mitigation processes.
Permanent - Insurance Direct Service
MLC Life Insurance
05.2018 - 08.2019
- Provide customer service support to a wide range of life insurance clients.
- Follow up on all jobs to ensure customers requests have been fully completed.
- Identify opportunities to increase business efficiency.
- Piloting new ideas and practices brought forward to better enhance customer satisfaction and engagement.
- Efficiently resolve customer enquiries and escalating cases where appropriate.
- Active member of the IDS Social Committee.
- Product & Tech Support for team members and new staff.
Permanent - Transaction Services Officer
ANZ - Transaction Services Centre
11.2011 - 03.2015
- Cheque Suspense & Mandates
- Fraud Reconciliations (Secondment)
- Trust Management Services
- Provide customer service support to a wide range of customers/stakeholders such as Trust Managers, Lawyers, Chartered Accounts and Funeral Directors.
- Overall creation and daily maintenance of trust accounts for ANZ NZ trust management portfolio and dealing with multiple clients and stakeholders.
- Efficiently resolve client enquiries where appropriate and empower customers with a positive banking experience.
- Trouble-shoot customer enquiries and highlight areas of service or process improvement to streamline the customer experience.
- Digital IT Champion and support person for IT issues within team.
- Assisting management and head of Transaction Services with creative production of presentation materials to improve relationships and engagement between local and overseas counterparts (Wellington to Bengaluru).
Casual - Crew Member
Peak Audio
09.2011 - 03.2012
- Sound Engineering
- Setup and Pack Down PA Systems
Casual - Store man
Gilmack Agencies
07.2010 - 10.2011
- Package and Distribute
- Roadshow setup and pack down
- Warehouse and Workshop Maintenance
Casual - Crew Member
McDonalds Family Restaurant
02.2008 - 11.2010
- Customer Service
- Cash Handling
- Food Preparation & Cooking
- Cleaning and Restaurant Maintenance
Education
Rongotai College
Wellington, New Zealand12-2010
Skills
- Effective Communication & Interpersonal Skills
- I have a high level of written and oral communication I take pride in applying different styles to appropriately address my audience and have the ability to understand, address ideas and information clearly and accurately
- Strong Organisational Skills
- I am readily accountable for my work and decisions My commitment and focus to my work has contributed to my ability to prioritise and organise my work efficiently to meet key deadlines and see projects through to completion
- Values Diversity & Contribution
- I take an active role in team initiative and decision making, ensuring that I make an appropriate contribution within my team I find great value in considering the views of others and a big believer in team work making the dream work
- Taking Ownership & Problem Solving
- I take great pride in seeing issues/problems through to finding a resolution and ensuring any escalated matters are dealt with in a reasonable time frame
Languages
English
Native or Bilingual
Samoan
Native or Bilingual
Timeline
Lead, Early Resolution & Triage
Acenda
04.2023 - 03.2026
Secondment - Workforce Optimisation Analyst
MLC Life Insurance
08.2022 - 04.2023
Secondment - Lead, Customer Contact
MLC Life Insurance
06.2021 - 01.2022
Permanent - Claims Customer Care
MLC Life Insurance
09.2019 - 08.2022
Permanent - Insurance Direct Service
MLC Life Insurance
05.2018 - 08.2019
Permanent - Transaction Services Officer
ANZ - Transaction Services Centre
11.2011 - 03.2015
Casual - Crew Member
Peak Audio
09.2011 - 03.2012
Casual - Store man
Gilmack Agencies
07.2010 - 10.2011
Casual - Crew Member
McDonalds Family Restaurant
02.2008 - 11.2010
Rongotai College