PROFESSIONAL RESUME OF JOHN KNIGHT

31 Smith Street, Deagon, QLD 4017 M: 0433 189 744 | E: thebusinessis42@gmail.com PROFESSIONAL PROFILE

A high potential customer service and administrative professional with significant front-line experience in the highly regulated healthcare and insurance industries.

PROFESSIONAL SKILLS Customer Service Claim Administration Information Services Needs Analysis Personnel Leadership Training and Mentoring Business Process Design Regulatory Compliance Staff training

PERSONAL QUALITIES

Aptitude for numbers and calculations Exercise sound judgement when making decisions Strong attention to detail Good communication skills Aptitude for working with computers

EDUCATION AND AWARDS

Diploma of Business, Martin College, Brisbane 2014; Awards and recognition for Leadership, Endeavour, Personal Growth Attendance Award for Academic Excellence.

EMPLOYMENT HISTORY

Primary Carer Leave of Absence (Feb 2015- Jun 2015)

Full-time caregiver during close friend’s illness

Budgeting & Planning

Learned how to adapt to unanticipated situations

Full-time Student at Martin College (2014)

Diploma of Business Health consultant – self-employed ( 2013-2014)

Understanding and identifying treatments

Organizing finance

Succeeded in overcoming illness in record time

Conducted additional online study

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