resume of john knight 1
TRANSCRIPT
PROFESSIONAL RESUME OF JOHN KNIGHT
31 Smith Street, Deagon, QLD 4017M: 0433 189 744 | E: [email protected]
PROFESSIONAL PROFILE
I am a customer service and administration professional with significant front-line experience in the highly regulated healthcare and insurance industries. Once I have completed my studies, it is my intention to re-establish a career in the healthcare or insurance industry.
PROFESSIONAL SKILLS
Customer ServiceClaim AdministrationInformation ServicesNeeds AnalysisPersonnel LeadershipTraining and MentoringBusiness Process DesignRegulatory ComplianceOrganisational performance analysisStaff training
PERSONAL QUALITIES
Aptitude for numbers and calculationsExercise sound judgement when making decisionsStrong attention to detailGood communication skillsAptitude for working with computers
EDUCATION AND AWARDS
Diploma of Business, Martin College, Brisbane 2014; with awards earned for Leadership, Endeavour, Personal Growth and Attendance.
EMPLOYMENT HISTORY
Claims Consultant, Gallagher Bassett (2010-2013)
Responsibilities:
Providing effective management of 160 000 residential claims resulting from the Christchurch earthquakes
Managing insurance claims processes Assessing quotations Cost negotiations and selection of alternative construction providers Determining the most appropriate and cost effective repair option Detection of fraudulent claims Conducting crash simulations and testing crash zones Assessing structural damage Ensuring repairs are completed appropriately Identifying poor repairs Providing information and support to customers in an inbound call centre Recording details of client enquiry and performing customer verifications Escalating complaints or issues if beyond scope Requesting feedback on call and service quality
Assistant to Loss Adjustor, Cunningham Lindsey (Apr 2010 – Nov 2010)
Responsibilities included:
Completing reports for clients with home, contents, automotive and commercial insurance
Providing a list of reliable builders to relevant clients
Domestic Claims Officer, Wesfarmers General Insurance (2008-2010)
Responsibilities included:
Providing support to clients with home, contents and automotive insurance Supervising the logging and validation of client data Updating customer records and checking data for accuracy Updating record of customer interactions Preparing customer activity reports Identifying and logging common issues
Claims Fulfilment Officer, Home & Contents, Suncorp Insurance (2005-2008)
Responsibilities included:
Designing training programs to increase consultant knowledge Providing direct support to clients Resolving escalated customer service issues Providing assurance and rebuilding trust Developing an action plan to manage customer issues Conducting closure reviews
Customer Services Consultant, Telstra (2004-2005)
Responsibilities included:
Providing administrative support, including documentation of orders Providing advice concerning products and services direct to customers Developing sensitivity training to enable consultants to provide more
appropriate service to patients
PROFESSIONAL REFERENCES
Amanda Peipi | Team Leader | Allianz InsuranceM: 0420 475 626
Adrian Ryan | Former Claims Manager | Wesfarmers InsuranceM: 0400 411 934
Conrad Austin | Assistant Manager | Workcover QueenslandM: 0421 431 712
Dianne Crooks | Former Team Leader | Gallagher Bassett and SuncorpM: 0431 219 333