WENDY COLLINS

• Enhanced credit decision-making by conducting comprehensive financial analysis and risk assessments.
• Developed key relationships with clients, providing exceptional service and fostering long-term partnerships.
• Increased customer satisfaction scores by promptly addressing concerns and resolving issues related to credit products.
• Conducted regular account reviews to proactively identify potential risks in the credit portfolio, taking corrective actions as needed.
• Facilitated timely decision-making on loan applications through clear communication with internal stakeholders and prompt resolution of any queries or discrepancies.
• Negotiated favorable terms with clients for both secured and unsecured lending products, resulting in mutually beneficial agreements.
• Advised executive leadership on changes in economic conditions that could impact overall credit risk, enabling proactive adjustments to the lending strategy.
• Devised collection recovery strategies to resolve customer issues and delinquent cases.
• Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
• Negotiation with DCA's (Debt Collection Agencies) with regard to settlement amounts, hardships and any legal that needs to be considered)
• Creating spreadsheets, collating data, creating formulas within Excel.
• Answering customer and DCA queries over the telephone.
• Performing adjustments to old debts to a more favourable outcome for the customer.
• Mitagating threats - these could range from Media, Self Harm, Violent and Abusive.
• Using strong attention to detail to examine minute details about the customers to assist in managing small and large debts.

• Gathered, organized and distributed technical documentation.
• Performed minor maintenance and repair on malfunctioning computer equipment.
• Prepared samples for shipping and disposed of bodily fluids in proper containers.
• Processed patient specimens according to priority and documented results.
• Tracked collected specimens by initialing, dating, and noting times of collection.
• Maintained documentation on tests performed in lab.
• Performed testing and quality control using approved laboratory procedures and instrumentation.
• Collaborated with other departments to establish cohesive laboratory operations.
• Processed urgent and time sensitive specimens such as coags, cancer and newborn specimens.
• Dispatching, receiving and tracking outer lab eskies ensuring correct transporting, storage and handling of specimens.
• Spinning, seperating, freezing and aliquoting hazardous specimens such as TB, Hep B,C PCR and HIV PCR specimens.
• Performing administration tasks such as Data entry, taking patient enquiries, giving out results, sending and receiving e-mails, scanning, filing, photocopying etc...
• Processing and handling sensitive specimens such as deceased specimens and liaising with the mortuary.
• Working through the COVID 19 pandemic, handling and processing COVID specimens, both swabs and bloods.
• Driving to various sites to collect specimens and bring them back to Westmead for processing.
• Processing Anatomical Pathology specimens.
• Working with the departments Problem Room, chasing up and problems/issues that needed to be resolved. Liaising with various professions Doctors, Pathologists, Registeras, Scientests, Nurses etc....
• Worked at different sites within our local health district.
• Delivery of urgent blood products to Emergency and Operating theatres.
• Successful triaging of all specimens into the lab, both internal and external.
• General Housekeeping.

• Increased sales by building strong customer relationships and providing excellent service.
• Boosted store revenue through upselling and cross-selling techniques.
• Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
• Met and exceeded sales targets consistently, contributing to overall team success.
• Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
• Collaborated with team members to achieve a cohesive and efficient store environment.
• Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
• Processed transactions accurately while maintaining a high level of customer service.
• Participated in ongoing training to stay updated on current products, promotions, and industry trends.
• Built rapport with repeat customers, fostering long-term loyalty to the brand.
• Offered exceptional after-sales support by following up with clients on purchases or addressing any concerns promptly.
• Trained new hires on company policies, procedures, sales tactics helping them integrate seamlessly into the team.
• Assisted customers with prompt and polite support in-person and via telephone.
• Established rapport with customers using active listening and interpersonal skills.
• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Fielded customer questions to share information about products, availability, and pricing.
• Answered customer questions about products and services, helped locate merchandise, and promoted key items.
• Engaged in friendly conversation with customer to better uncover individual needs.
• Listened to customer needs and desires to identify and recommend optimal products.
• Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
• Built customer loyalty and retention by delivering excellent shopping experiences.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
• Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
• Provided exceptional services and pleasant shopping experiences to retail customers.
• Developed strong rapport with customers and created positive impression of business.
• Maintained up-to-date knowledge of store sales, payment policies and security standards.
• Used in-store system to locate inventory and place special orders for customers.
• Prioritized helping customers over completing other routine tasks in store.
• Conducted product demonstrations to highlight features and redirect objections to positive aspects.

• Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.

• Executed record filing system to improve document organization and management.

• Consulted with leadership to identify processes requiring improvement to support growth and success.

• Welcoming visitors to the school and dealing with their enquiries. Responded and assisted with enquiries from students, parents, staff and the community face to face and over the phone.

• Maintaining student databases in relation to student attendance and monitoring absenteeism.

• Managing e-mails and post Using school IT systems as well as Word, Excel and Outlook to draft letters, e-mails, reports, spreadsheets and newsletters.

• Monitoring stock levels and ordering school supplies when needed.

• Keeping paper and electronic records up to date. Ordering resources, paying invoices, and banking cash and arranging quotes for minor maintenance.

• Sending key educational data about the school to the Department of Education.

• Assisted staff with the preparation of school documents, internal and external publications and learning materials.

• Managing lost property and clothing pools.

• At times I provided care and support for sick and distressed students.

• General housekeepig of school offices and common areas.

• Executed record filing system to improve document organization and management.
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Greeting clients and visitors and answering visitor enquiries,.
• General administrative duties, answering phone calls and transferring them on to the appropriate person, maintaining waiting room/lobby, ordering supplies, scanning, photocopying, e-mailing documents, collecting and re routing mail, typing up letters, verifying employee id and issuing visitor passes, Scheduling meetings and interviews.
• Running errands for senior Lawyers.
• Drafted agendas, recorded minutes and generated documents to facilitate meetings.
• Booked airfare, hotel, and ground transportation to coordinate office travel.
• Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
• Created and maintained databases to track and record customer data.
• Scheduled office meetings and client appointments for staff teams.
• Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
• Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
• Used inter office systems eg: Word, Excel, Outlook.

• Using Medical terminology, general administrative duties, entering data, typing reports, sending internal e-mails
• working with internal hospital systems, such as PIMs and ATS
• Shift work, over a rotating roster 24/7
• Customer service, with patients, Doctors, Paramedics, Careflight professionals, Flying doctor services and outside specialists.
• Triaging and discharging patients from the emergency department
• Ensuring equipment was always on hand and available to emergency patients if needed ie Wheelchairs, blankets, vomit bags, pillows, bandages, water, ice etc...
• Organising medical records and any case notes in relation to the patients care, ensuring that records were available for any incoming transfers prior to arrival
• Using correct signals and signs to alert nurses and doctors and any other allied health professionals to any potential hazards/dangers/ risks eg MRSA and other infectious disease.
• Booking of beds, managing risks in the A&E waiting room, both urgent and non urgent, calling Security when needed and ensuring public safety at all times.
• Delivered quality clerical support to staff. Printing patient labels, creating new patient files, attending to the emergency phone.
• Maintaining confidentiality at all times, ensuring patient information was handled and stored appropriately.
• Adhering to EEO and WHS policies at all times, performing regular and general housekeeping of the emergency department.
• Using empathy and understanding for distressed patients and families, ensuring we had areas available where patients could wait.
• Delivered quality clerical support to staff.

• Handled sales paperwork and payments with high degree of accuracy to minimize recordkeeping errors.
• Answered in-depth questions about company offerings, service policies and benefits of each plan.
• Navigated multiple computer systems expertly to handle customers' sales and service needs.
• Offered knowledgeable insight into available products and services as well as competitor activities to help consumers make informed decisions.
• Discussed options with clients and determined appropriate plans.
• Provided information about service procedures and expected timelines.
• Documented payment details and personal information on customer accounts.
• Pleasantly greeted customers and asked open ended questions to better determine needs.
• Suggested add on services that would be helpful to customers and improve bottom line.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Handled customer issues with confidence, using effective listening and problem solving skills to provide effective resolution.
• Escalated incidents to next level to remain compliant with company's standards and procedures.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Recommended products to customers, thoroughly explaining details. Exhibited high energy and professionalism when dealing with clients and staff.
• Delivered prompt service to prioritize customer needs. Educated customers about billing, payment processing and support policies and procedures.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Maintained up-to-date knowledge of product and service changes.
• Trained new personnel regarding company operations, policies and services. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Communicated professionally with colleagues, freelancers and clients.
• Promptly responded to inquiries and requests from prospective customers.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Attended Internal training and kept up to date with any updates , changes within the health sector
• Educated customers on private and public hospital admissions, choice of doctor, gap fees, scheduled fees, Medicare etc...
• Provided the right product to customers through a process of education and effective questioning, provided customers with ancillary and hospital covers, explained Pre existing conditions, waiving some waiting times etc...
• Processing of claims, explaining refunds for different services and addressing complaints and concerns with unexpected refund amounts.
• Opening and closing our branch, conducting general housekeeping and ensuring cash draws were locked in our safe and the key was always kept in a secure location for opening the next day.
• Entered claims onto our internal claims database system Effectively communicated with customers about account changes, new health insurance products or services and potential policy upgrades.

• Roles and Responsibility - Customer service, administrative duties, training, record keeping, paying out claims, working under pressure, sales, using company software,
• Processing claims and making claim adjustments, compiling reports using data from financial records, surveys and other data sources, reviewing, verifying and issuing transaction documentation, dispatching updates, notices of premiums due to other forms concerning continuation and transfer of insurance
• I collaborated closely with management, legal teams and my clients in investigating claims.
• Established productive working relationships with public officials and law enforcement officers.
• Conducted risk evaluations on claims settlement proposals to encourage sound decision-making regarding settlement offers.
• Followed up on potentially fraudulent claims initiated by claims representatives.
• Analyzed information gathered by investigation and report findings and recommendations.
• Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
• Analyzed information gathered by investigation and reported findings and recommendations.
• Maintained claims in data systems.
• Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
• Identified suspicious losses and contacted manager for investigative assistance.
• Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
• Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
• Examined claims forms and other records to determine insurance coverage.
• Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
• Followed up with insured individuals regarding premium and deductibles payments.
• Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
• Followed up with customers on unresolved issues.
• Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
• Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
• Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
• Escalated files with significant indemnity exposure to supervisor for further investigation.
• Conducted day-to-day administrative tasks to maintain information files and process paperwork.