Zoe Stainer
North Lakes,QLD
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organisational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Customer Manager
WorkCover Queensland
05.2022 - Current
- Provide strong leadership and management to the Customer Advisors through setting clear direction to achieving operational performance goals and engagement objectives
- Drive team performance by ensuring prompt, efficient and fair claims management is delivered
- Actively promote and undertake initiatives for continuous improvement to achieve operational effectiveness
- Employer engagement including regular meetings
- Design and implement new process
- Performance management, staff development
Claims Delivery Manager/Operations Manager
Rizon Building
01.2021 - 05.2022
- Operational client engagement including regular reporting and performance meetings
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Successfully managed budgets and allocated resources to maximise productivity and profitability.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed systems and procedures to improve operational quality and team efficiency.
- Developed and implemented strategies to maximise customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Mitigated business risks by working closely with staff members and assessing performance.
- Manage both internal and external stakeholders.
Team Manager
RACQ
03.2019 - 01.2021
- Provide strong leadership and management to the Claims Operations Unit through setting clear direction to achieving operational performance goals and engagement objectives
- Drive team performance by ensuring prompt, efficient and fair claims management is delivered
- Actively promote and undertake initiatives for continuous improvement to achieve operational effectiveness
- Resource Management and Recruitment
- Design and implement new process
- Performance management, staff development
- Work with external stakeholders such as AFCA and ICA to ensure fair and transparent claims management
- Catastrophe claims process implimentation
Technical Lead
RACQ
07.2018 - 03.2019
- Advise on cost effective claims management (including complex ISR and corporate claims)
- Customer complaints & dispute resolution, liaising with both internal and external stakeholders
- Confidently make final claim decisions
- Escalation & technical referral point for all staff
- Training and supervision of staff including ongoing coaching & mentoring
- Quality reviews
- High level reporting
- Process mapping and implementation of Business Plans
- Working with AFCA and ICA to ensure fair and transparent claims management
Technical Claims Officer
Sedgwick
02.2018 - 07.2018
- Conducted risk evaluations on claims settlement proposals to encourage sound decision-making regarding settlement offers.
- Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
- Negotiated with other involved parties to arrange settlements for maximum results.
- Recruitment and implementation for Catastrophe Claims Teams
- Work with both internal and external Stakeholders to ensure fair and transparent claims outcomes
Specialist Technical Lead
Allianz
07.2013 - 02.2018
- Customer complaints & dispute resolution involving both AFCA and ICA
- Confidently make final claim decisions
- Escalation & technical referral point for all staff
- Training and supervision of staff including ongoing coaching & mentoring
- Quality reviews
- High level reporting
Education
Diploma - Leadership & Management
Mentor Education
Certificate 3 in Financial Services
ANZIIF
High School Diploma -
Joseph Banks Secondary College
Endeavour Hills, VICSkills
- Manage and Maintain Internal and External Stakeholder Relationships
- Ability to Multitask and Work under Pressure
- Strong & Effective Communication Skills - written and verbal
- People Management
- Strong Attention to Detail
- Negotiation and Conflict Resolution
- Superb Time Management
- Regulatory Requirements
- Business Development
- Procedural Optimisation
- Customer Relationship Management
- Managing Operations and Efficiency
References
Available on Request
Timeline
Customer Manager
WorkCover Queensland
05.2022 - Current
Claims Delivery Manager/Operations Manager
Rizon Building
01.2021 - 05.2022
Team Manager
RACQ
03.2019 - 01.2021
Technical Lead
RACQ
07.2018 - 03.2019
Technical Claims Officer
Sedgwick
02.2018 - 07.2018
Specialist Technical Lead
Allianz
07.2013 - 02.2018
Diploma - Leadership & Management
Mentor Education
Certificate 3 in Financial Services
ANZIIF
High School Diploma -
Joseph Banks Secondary College
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