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<pre>Array ( [var] => cut_url ) </pre> Resume for Mauricio V. for Manager / Supervisor / Team Leader / Insurance in Adelaide, Australia. Search More Resumes for Manager / Supervisor / Team Leader on Resumark.com #M3H6Y1UFX
 

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Resume for Mauricio V. for Manager / Supervisor / Team Leader / Insurance in Adelaide, Australia




Occupation: Manager / Supervisor / Team Leader Industry: Insurance
Country: Australia City: Adelaide
State: South Australia ZIP: 5083



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MAURICIO V.

C Robert Avenue – Broadview SA –

CAREER SUMMARY  

National Resource Planner      August Present

Allianz Australia Insurance Limited        

Team Leader GI Customer Services     October – August

Allianz Australia Insurance Limited          

Team Leader/Group Leader HRS Connect     March – April

BHP Billiton 

Senior Store Manager       May – Nov

Howard’s Storage World 

Regional Human Resources and Administration Manager    Jan – Oct

Brinks Inc 

Regional Call Centre Manager      March – Jan

Publicar de Colombia 

Business Development Manager/Territory Manager   Sep – Aug

ExxonMobil 

PROFESSIONAL PROFILE 

  • Extensive Call Centre experience with workforce planning and case management expertise and comprehensive knowledge of contemporary Financial and Project Management.
  •  
  • Outstanding research, forecasting, analysis and reporting of KPI’s, problem solving, process improvement and strategic planning skills.
  •  
  • Demonstrated ability to provide decisive leadership to a team or act autonomously to achieve targets/budgets.
  •  
  • Strong HR management background with the ability to provide targeted and effective recruitment, employee relations, IR, learning and development, coaching, change management, talent management, succession planning, reward and recognition and performance management support.
  •  
  • Extensive experience in Stakeholder Management and proven ability to communicate effectively with a broad range of people both writing and oral and ability to provide advice at a senior level on a wide variety of business and strategic issues.
  •  
  • Strong business acumen in evaluating financial results, resolving and handling complaints, preparing and reading reports and providing others with clear concise and useful information.
  •  
  • Comprehensive knowledge of computer packages – SAP, CRM applications, IVR Systems, Avaya CMS, Total Queue View Calculator, Outlook, Lotus Notes, Word, Excel, PowerPoint and  MYOB.
  •  
  • Demonstrated ability to provide leadership to Business and Human Resources teams during periods of major challenges and significant organisational change.
  •  
  • Ability to translate strategic objectives into pragmatic Human Resources practices including the implementation of Mission Directed Work Teams MDWT and Visual workplace programs.
  •  
  • Certified Quality Auditor with thorough working knowledge of the implementation and application of ISO: Quality Systems.
  • MAURICIO V. 

    C Robert Avenue – Broadview SA – –

    CAREER EXPERIENCE  

    National Resource Planner      August Present

    Allianz Australia Insurance Limited  

    The Allianz Group is one of the largest and most renowned insurance and financial services providers in the world.

     
    Founded in in Berlin, Allianz is now present through its subsidiary companies in more than countries with over , employees and million customers. At the top of the international group is the holding company, Allianz SE, with its head office in Munich
     

    Responsibilities: 

  • National workforce scheduling of the customer service centre department   T&O.  This is to ensure that the business objectives and best practice standards are met.
  •  
  • Develop and implement forecast and reports and support internal relationships across the business.
  •  
  • Generate rosters and schedules for Australia / NZ claims services centre  T&O and provide advice on staffing to meet call patterns, workloads  and shifts.  As a result of this scheduling, analysis and recommendations will be required for short and long terms resource requirements. 
  •  
  • Manage the creation, publication & maintenance of the customer service teams rosters and the T&O departments staffing requirements Australia & NZ.
  •  
  • Manage reports and analyse customer service centre performance and  systems data and then make recommendations to Service Managers and Team  Leaders in order to improve customer service centre results.
  •  
  • Analysis of customer service centre T&O KPI's results and individual claims consultants statistics.
  •  
  • Interpret call & performance patterns to assist with forecasting and  strategic planning.
  •  
  • Analyse real time data and provide real time feedback to Team Leaders  and Service Managers.
  •  
  • Analyse historic data in order to conduct future capacity forecasting & strategic planning.
  •  
  • Implement framework to enable effective allocation of resources across claims based on forecast and intraday results analysis.
  •  
  • Provide trend analysis on centre performance and key metrics to drive business decisions.
  •  
  • Investigate the ability to optimise existing workforce management  software.
  •  
  • Develop and implement business plan objectives including workforce and  resource planning.
  •  
  • Ensure effective reporting, forecasting and continuous improvement  mechanisms are in place.
  •  

    Achievements: 

  • Standardisation of daily and weekly phone reports across all customer services units in Australia and New Zealand including the develop of the new ‘phone reporting procedure’.
  •  
     

    MAURICIO V. 

    C Robert Avenue – Broadview SA – mavamo@hotmail.com 

    Team Leader GI Customer Services     October – August

    Allianz Australia Insurance Limited  

    The Allianz Group is one of the largest and most renowned insurance and financial services providers in the world.

     
    Founded in in Berlin, Allianz is now present through its subsidiary companies in more than countries with over , employees and million customers. At the top of the international group is the holding company, Allianz SE, with its head office in Munich
     

    Responsibilities: 

  • Management and coordination of staff, resources, processes and activities that directly contribute to the daily delivery of high levels of Customer Service.
  •  
  • Ensure workload planning and distribution is optimised across all available resources of the Claims Operation.
  •  
  • Encourage and facilitate process improvement ideas from within the Claims Operation.
  •  
  • Monitor and perform regular reviews of team compliance to controls, procedures, standards and service standards.
  •  
  • Provide leadership, guidance and support to Claims Consultants in the execution of their duties and development of a strong team culture.
  •  
  • Develop, optimise and deliver rosters that meet both business and employee needs in a multiskill environment, refining forecasted call volumes and resource requirements to assist with business planning.
  •  
  • Implement routines and processes for recording and reporting of Claims Operation performance.
  •  
  • Demonstrate of the Allianz Leadership Values to motivate and inspire the team to achieve agreed performance and productivity benchmarks.
  •  
  • Delivery consistent customer service by adherence to the Allianz phone standards.
  •  
  • Ensure the adherence to service levels and compliance requirements in the management of the claims.
  •  
  • Ensure company standards are adhered to minimise leakage and financial errors on claims.
  •  
  • Decrease cost through the management of team productivity.
  •  
  • Identify and undertake appropriate development opportunities to achieve a high level of expertise as a leader, and provide guidance to the team members to develop their skills.
  •  

    Achievements: 

  • Resource planning including redesign of national forecasting and rosters for different Motor and Home skills within Australia getting outstanding improvements in Motor Service Levels minimising abandoned calls and delay times.
  •  
  • Designed and implementation of the weekly AU and NZ Allianz phone reporting framework.
  •  

    MAURICIO V. 

    C Robert Avenue – Broadview SA – mavamo@hotmail.com

    Team Leader/Group Leader HRS Shared Services Centre   March – April

    BHP Billiton  

    BHP Billiton is a global leader in the resource industry.  Formed from a merger between BHP and Billiton it bring together an exceptional mix of quality, lowcost resource assets, complemented by a strong management team determined to operate the assets in a efficient manner. 

    Responsibilities: 

  • Ensure the provision of quality HR issue/enquiry resolution services to BHP Billiton employees.
  •  
  • Develop team strategic plan and drive the future direction, efficiencies, effectiveness and cost savings for HRS Connect, ensure budgeted revenue, forecasting and cost management targets and KPI targets are achieved.
  •  
  • Ensure HRS Connect team possess the necessary competencies, are motivated and given maximum opportunity to develop and perform to the best of their capabilities.
  •  
  • Contribute to the development & maintenance of HR Services ‘Service Level Agreement’.
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  • Resolution of management escalation issues.
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  • Coordination and administration of HR information systems SAP particularly in areas of ESS, MSS, PEP review, SAP reporting and alignment of main HR processes across the Shared Services Centre and the HRS Connect team.
  •  
  • Mentor and coach the team members to deliver excellent customer service and ensure targets are achieved.
  •  
  • Manage forecasting, rostering and scheduling of staff within the contact centre including adherence to schedule and call quality monitoring.
  •  
  • Undertake leadership role in supporting process improvement and innovation including the implementation of Mission Directed Work Teams MDWT and Visual workplace programs.
  •  
  • Ensure the HRS Connect team recognises the need for and achieves innovation, market competitiveness and ongoing improvements in customer satisfaction.
  •  
  • Provide a safe working environment and ensure all employees, visitors and contractors receive a safety induction.
  •  
  • Be accountable for the Business Continuity plan within direct teams.
  •  
  • Be accountable for risks and ensure outcomes from risks assessments are completed.
  •  
     

    Achievements: 


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