Tom McDonald-Phan
Springwood
Summary
Professional relationship management expert with strong emphasis on team collaboration and delivering results. Proven track record in client engagement, conflict resolution, and strategic planning. Known for adaptability and reliability while excelling in communication, problem-solving, and building lasting client partnerships. Adept at navigating changing needs and driving success through effective relationship strategies.
Overview
13
13
years of professional experience
Work History
Business Development / Relationship Manager
High Street Underwriting Agency
07.2024 - Current
- Cultivated client relationships to enhance customer satisfaction and retention.
- Analyzed client needs and collaborate with underwriters to provide tailored insurance solutions to meet requirements.
- Managed statewide NSW and ACT Brokers and Coordinated communication between clients and underwriting teams to identify business development opportunities.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Identified new business opportunities through diligent market research and analysis, contributing to increased revenue growth.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the process.
- Maintained knowledge on insurance products and distribution to provide optimal service support.
- Developed targeted presentations for prospective clients, effectively showcasing the value of our services and products.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Coordinated efforts between various departments such as sales, credit assessment, operations teams for smooth delivery of services to clients.
Manager, Partnerships
QBE Insurance
07.2017 - 07.2024
- Led cross-functional teams to implement process improvements, enhancing operational efficiency and customer satisfaction.
- Developed strategic initiatives to optimize claims processing and reduce turnaround times for clients.
- Mentored new staff on best practices in risk assessment and loss control strategies, fostering professional growth within the team.
- Facilitated training workshops focused on product information in collaboration with the underwriting team.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed and motivated employees to be productive and engaged in work.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Developed and maintained relationships with brokers and underwriters on risk appetites with new business and renewals.
Case Manager
QBE Insurance
08.2016 - 07.2017
- Evaluated claims for accuracy and completeness, ensuring compliance with policy guidelines and legislation.
- Analyzed claim documentation to determine validity and eligibility for coverage.
- Collaborated with internal teams to resolve complex claims issues efficiently.
- Ensured appropriate decisions are made on treatment and injury management in consultation with rehab specialists and medical practitioners.
- Facilitate medical conferences with the injured worker and relevant RTW experts.
Claims Consultant
IAG
06.2016 - 08.2016
- Managing and assessing motor vehicle insurance claims
Case Manager
Asteron Life
04.2013 - 06.2016
- Case Managing a portfolio of Retail IP Claims consisting of both short and long term claims
- Rehabilitation and Injury Management of these claims
- Training and development of new staff including coaching and mentoring
- Providing customer service to all clients and stakeholders
Education
High School Diploma -
Lake Illawarra High School
Lake IllawarraSkills
- Relationship building, facilitation and management
- Excellent communication and presentation skills
- Service support
- Client engagement
- Time management
- Product knowledge
- Business development
- Strategic planning
Timeline
Business Development / Relationship Manager
High Street Underwriting Agency
07.2024 - Current
Manager, Partnerships
QBE Insurance
07.2017 - 07.2024
Case Manager
QBE Insurance
08.2016 - 07.2017
Claims Consultant
IAG
06.2016 - 08.2016
Case Manager
Asteron Life
04.2013 - 06.2016
High School Diploma -
Lake Illawarra High School