Stacey Crook
Crestmead,Qld
Summary
Dynamic Claims Team Leader at Covermore Travel Insurance with a proven track record in training and leadership. Expert in claims management and regulatory compliance, I successfully enhanced team performance and resolved escalated complaints, ensuring adherence to KPIs. Committed to process improvement and fostering a collaborative environment for optimal customer service.
Overview
3
3
years of professional experience
Work History
Claims Team Leader
Covermore Travel Insurance
Brisbane, QLD
01.2022 - Current
- Ensured team met all service level agreements and key performance indicators.
- Monitored team's performance against set targets and objectives, providing feedback as needed.
- Support and Assistance to the team as well as other teams
- Keeping up to date with making sure goals and KPIs were met
- Strict adherence to the General Insurance Code of Practice
- Ongoing training and coaching to the team
- Reviewed existing policies and procedures for claims handling, making recommendations for changes as necessary.
- Tracked progress of each claim to ensure it was handled in a timely manner.
- Recruited new staff members when required, conducting interviews and making offers of employment.
- Provided guidance, support and mentoring to junior staff members.
- Resolved escalated complaints from customers in an efficient manner.
- End to end management of the teams portfolio
Education
Graduate Certificate - Nursing
TAFE Bremer
Brisbane 01-2015
Skills
- Training and Leadership
- Attentiveness and concise
- Understanding the role
- Customer Service
- Complaints handling and resolution
- Claims management
- Regulatory compliance
- Policy writing
- KPI tracking
- Performance monitoring
- Employee training
- Conflict resolution
- Process improvement
- Communication skills
- Time management
Timeline
Claims Team Leader
Covermore Travel Insurance
01.2022 - Current
Graduate Certificate - Nursing
TAFE Bremer