Anna McDonald

Primarily managing Insurance glass claims around New Zealand. Liaising with contractors, insurance companies, loss adjusters, and Brokers

• Invoicing jobs – Individual Adhocs & Schedules

• Complaint management and resolution – making sure complaints are actioned in a timely manner

• Coordinating between the customers and sub-contractors to ensure the quality service is provided, while also going the extra mile to confirm our customer demands have been met and if not, negotiating and coming to agreements between both parties

• Quoting jobs – using excel to create quotes to provide to insurance companies and customers

• Auditing contractor’s invoices ensuring the information on the invoice is accurate.

•Assisting with training new employees to understand our internal systems. Implemented and maintained training materials and procedures to ensure an easy and seamless transition.

• Upholding the declaration of secrecy to high standard to prevent any information being misconstrued.

• Developed strong customer relationships to encourage repeat business.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Managing jobs from lodgment to completion – making sure we meet our SLAs and keeping customers/insurance updated with any possible delays.

• Trained new team members in cash register operation, stock procedures and customer services.
• Balanced daily transactions with accurate closing processes.
• Helped with purchases and signed customers up for rewards program.
• Learned roles of other departments to provide coverage and keep store operational.
• Answered store phone calls to provide general information and direct callers to desired departments.
• Monitored self-checkout users to identify problems and maintain store security.
• Verified customer age requirement for alcohol or tobacco purchases.
• Operated cash register or POS system to receive payment by cash, check and credit card.