Anthony Blessie
@anthonyblessie
Customer Resolution Officer at The Hollard Insurance Company Australia, investigating IDR and EDR disputes and working toward fair resolutions.
AustraliaWhat I'm looking for
At The Hollard Insurance Company Australia, I handle and investigate customer complaints, disputes, and escalations. I work with customers and internal teams to identify root causes and reach resolutions, including through IDR and EDR processes.
At RACV, I worked as a Member Relations Consultant, drawing on research and investigation to support dispute resolution and improve member service and product offerings. I also worked as a Member Line Consultant, selling RACV general insurance and other products.
As Team Manager at RACV, I supervised a team of 12 call centre agents and worked on coaching, performance monitoring, and call centre operations. I also collaborated with other teams on operational challenges and process improvements.
Earlier, as Executive Team Leader at ACN Pacific, I presented telecommunications and energy solutions, built customer relationships, and coordinated support. I'm now looking to use my insurance and dispute resolution experience in a case management role.
Experience
Work history, roles, and key accomplishments
Customer Resolution Officer
Jul 2022 - Present (4 years 3 months)
Key Responsibilities:
Internal Dispute Resolution:
Handle and investigate customer complaints, disputes, and escalations for swift resolutions and excellent customer satisfaction.
Analyze customer concerns, identify root causes, and develop effective resolutions.
Collaborate with teams to gather information, assess options, and implement solutions.
Maintain accurate records of all interaction
Member Relations Consultant are great at dispute resolution, financial service and/or general insurance field strong communication and negotiation skills and can build relationships with key support areas as well as provide information and make recommendations to improve existing member service levels and product offerings.
They are also competent in the following areas:
• ASIC RG164 Tier 1 FSR
📞 Call Center Operations Management
👥 Team Leadership and Development
📊 Performance Monitoring and Improvement
🔎 Quality Assurance and Compliance
📈 Metrics Analysis and Reporting
💡 Process Optimization and Efficiency
🌟 Customer Service Excellence
🌐 CRM and Call Center Software Proficiency
Professional Experience:
Led and supervised a team of 12 call centre agents, ensuring their productivity, en
On selling RACV general insurance products including non-general products.
• Well-developed research and investigation skills; analytical, problem solving and negotiation skills
• Strong understanding and solid experience in dispute resolution
• Well-developed customer service skills and attention to detail, both written and verbal
• Ability to identify and develop processes and procedural improve
Helping people who are looking for advice on making a career change; professionals who are looking to obtain additional academic and professional qualifications that are required for career advancement.
Sales and Business Development:
Generate leads and identify potential customers through cold calling, networking, and referrals.
Understand customer needs and present suitable telecommunications and energy solutions.
Deliver persuasive sales presentations and product demonstrations.
Build and maintain relationships with customers, ensuring satisfaction and loyalty.
Negotiate and close sales deals
Education
Degrees, certifications, and relevant coursework
IT Service Desk Careers and Certifications: First Steps
May 2022
Salesforce Administrator Cert Prep: 1 Introduction to Administrator Certification and Setup
May 2022
ITIL® Foundation 4 First Look
Apr 2022
Agile Testing
Oct 2021
Programming Foundations: Software Testing/QA
Oct 2021
Using Microsoft Teams and Outlook Together: Maximizing Productivity
Sep 2021
Breaking Out of a Rut
May 2021
Building Resilience
Feb 2021
Customer Service: Handling Abusive Customers
Feb 2021
Embracing Unexpected Change
Feb 2021
Improving Your Listening Skills
Aug 2020
Tech stack
Software and tools used professionally
Availability
Location
AustraliaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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