John Knight

Claims Consultant, 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 custo mers 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, 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, 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

Fulfilment Officer, Home & Contents, Suncorp Insurance 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, 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