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Leonie Fitzpatrick

@leoniefitzpatrick

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Customer service specialist with 10+ years supporting high-volume, compliance-driven operations.

Australia

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What I'm looking for

I seek a customer-focused role delivering digital and phone support in a compliance-driven team, with opportunities to apply fraud, claims, and case-management expertise while meeting measurable KPIs.

I am a customer service professional with over a decade of experience across healthcare, insurance, finance, and government sectors, delivering high-volume inbound and outbound support through phone, live chat and digital channels. I consistently meet KPIs while maintaining strict compliance and confidentiality in fast-paced environments.

My background includes digital troubleshooting, fraud investigation, claims handling and case management; I have supported vulnerable clients, handled complex technical enquiries, and worked on 24/7 rosters when required. I have a proven record of exceeding performance metrics, achieving 100% processing accuracy on grant assessments, and managing up to 20 concurrent chats while preserving service quality.

I bring strong CRM and data management skills, experience with live chat platforms, and a practical, customer-focused approach to conflict resolution and de-escalation. I am reliable, detail-oriented, and motivated to contribute to teams that value compliance, client care, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Digital Assistant

Endeavour Group

Jul 2025 - Jan 2026 (6 months)

Delivered online customer support across digital platforms, resolved delivery issues, processed refunds and replacements, and logged/escalated incidents while meeting response and CSAT KPIs.

Live Chat Customer Support Escalations CSAT CRM Systems KPIs

Call Centre Representative

My Aged Care

Feb 2023 - Jun 2025 (2 years 4 months)

Provided phone support to elderly clients and carers, conducted care plan reviews, issued referral codes and assessed eligibility for government-funded services while consistently exceeding performance KPIs.

Phone Support Elderly Care Support Referral Management CRM Systems KPIs Conflict Resolution Case Management

Digital Assistant

Bupa

Jan 2023 - Jun 2024 (1 year 5 months)

Managed real-time chat support for account and app issues, handled up to 20 concurrent chats per shift and resolved technical enquiries within strict service benchmarks.

Live Chat Customer Support CRM Systems Data Entry Technical Support

Fraud Officer

Cuscal

Oct 2022 - Dec 2023 (1 year 2 months)

Investigated suspicious transactions, conducted outbound contact to customers, cancelled compromised cards and implemented fraud controls while maintaining strict compliance on a 24/7 roster.

Fraud Investigation Transaction Monitoring Card Cancellation & Compliance Case Management Risk Assessment

Sales & Insurance Representative

O'Brien Glass

Sep 2021 - Sep 2022 (1 year)

Managed warranty claims and scheduled vehicle glass replacements, provided pricing and insurance guidance and achieved service and sales targets.

Claims Management Scheduling Sales Customer Service CRM Systems Pricing

Business Grants Officer

Service NSW

Jun 2021 - Dec 2021 (6 months)

Assessed COVID-19 business grant applications, verified eligibility documentation and maintained 100% processing accuracy.

Eligibility Verification Documentation Review & Compliance Case Management Data Entry Accuracy

Motor Claims Consultant

IAG

Nov 2020 - Jul 2021 (8 months)

Managed end-to-end motor insurance claims, assessed liability and supported customers in high-stress situations while meeting call handling and settlement KPIs.

Claims Management Customer Support Settlements CRM Systems Conflict Resolution KPIs