Lynn Mackenzie

• Tracked and documented metrics, and evaluated trends.
• Supported peers by providing immediate coaching and support with complex customer, process, product or system knowledge
• Developed and fostered constructive and high performing relationships with stakeholders and global partners
• Identified and analysed trends, variances and outcomes and provided business improvement opportunities
• Provided training and skilling to the frontline around identified error and empowerment opportunities
• Supported frontline consultants by completing complex transactions that they don’t have authority to complete and assisting them understand underwriting guidelines and business rules.

• Inbound contact centre handling general insurance enquiries.

• Phone based role as the first point of contact for new and existing customers
• Customer service satisfaction KPI's were the highest in the team at 155%

• Consistently high sales results 180% of target
• Upselling and cross selling products and services
• Upselling and cross selling products and services
• High volume of calls in a fast-paced environment
• Sharing knowledge and expertise on products and services
• Meeting compliance and exceeding target

• Nuheara Ltd are a small Indiegogo start-up company of around 3 years who make hearables, earpods which enhance your hearing ability
• Their products are marketed at the pre-hearing aid market ages 30-70 years as well as to the Autistic Community as Assisted Listening Devices
• The company has been very successful so far and is listed on the Australian Stock Exchange
• Unfortunately the role was made redundant amid the early COVID19 chaos
• Customer support via phone, email and social media platforms - customer, logistics, account and product support
• Internal relationship building
• Consistently met and exceeded team KPI's of customer satisfaction, number of queries handled, and service level
• Shopify platform and logistics experience
• Accounts, billing and invoicing, debt resolution
• Technical knowledge of sound processing and hearing challenges such as Tinnitus and Auditory Processing Disorders.
• My biggest achievement in this role was fostering a partnership with NDIS.

• Responding to member enquiries on health insurance and general insurance
• Tracking and following up quotes and sales leads, maximising opportunities to make sales
• Exceeding sales targets happily
• Consistently meeting and exceeding personal and team KPI’s
• Using negotiation skills to handle customer complaints without the complaint escalating
• Responding to customer enquiries using email, online forms, inbound and outbound phone calls
• Promoting and demonstrating the use of online services for customers to manage their membership
• Recording detailed and accurate notes on customer's file
• Handling queries from start to finish, rarely escalating complaints (1 escalated in 3 years)

• Multiple roles over 15 years
• Please see individual entries below for details.

• Analysis of data to identify trends, training gaps, support opportunities
• Providing ongoing support and feedback to Team Leaders and Member Service
• Advisors to ensure continuous improvement
• Listening to calls for quality control and assurance, identify training gaps, resolve escalations and ensure consistency/calibration
• Providing advice and support to internal members, recording and analysis of that data
• Handling escalations as first point of contact without referring to Member
• Experience
• Preventing complaints going to the Ombudsman
• Additionally in my team I also managed the Escalation Inbox, dividing the escalations out between the Support team as per skillset and ability, following up each one to ensure completed within the acceptable service level
• Handling and resolving member queries by enabling the staff and empowering them
• Coaching with kindness, and adapting coaching style to fit the advisor
• Exceeding individual and team KPI
• Maintaining up to date product information on changes, legislation and relevant media
• Building rapport with customers and internal divisions
• Utilising technology and communication along with change management to support an evolving workplace
• Promoting features and benefits of HBF memberships, products and services
• Recording detailed and accurate file notes on all customer enquiries
• Ensuring all documentation and call logs are completed and up to date
• Explaining to others the claiming processes and procedures for Hospital,
• Medical, Ancillary and General Insurance (home, car and travel) claims
• Leading by example

• Seconded role
• Motivating, coaching and inspiring the team to achieve high results
• Increasing engagement, thereby decreasing sick leave across the centre
• Analysis and monitoring of team performance and implementing remedial strategies when required
• Clearly communicating team goals and providing support to the team to achieve consistent and high results
• Contributing to a positive leadership environment
• Maintained the leading sales team figures and position during secondment
• Utilising strong problem solving skills
• Leading by example

• Responding to member enquiries on health insurance and general insurance
• Tracking and following up quotes and sales leads, maximising opportunities to make sales
• Consistently meeting and exceeding personal and team KPI’s
• Using negotiation skills to handle customer complaints without the complaint escalating
• Responding to customer enquiries using email, online forms and phone calls
• Promoting and demonstrating the use of online services for customers to manage their membership
• Recording detailed and accurate notes on customer's file
• Seconded to Support Role supporting new member service advisors for the first 4-6 weeks out of training for each recruitment intake.