Stephen Fitzpatrick

Experience

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  Chill Insurance

  Apr 2013 - Jan 2019

  Customer Care Team Lead

  I began my career in Chill Insurance as a Customer Service Representative on the inbound phone team. I transferred to the complaints & resolutions team and after 4 months in this team I was promoted to Customer Service Supervisor in July 14. In the role of supervisor I was responsible for our email customer care team and our document processing team. After 10 months as supervisor I was promoted to Customer Care Team Leader. As Customer Care Team Leader, I managed a team of 40 people, along with two other team leaders, across 3 different functions. Some of my duties included:•Managing our inbound customer care phone, email and webchat team.•Forecasting capacity to best manage the department with agents that are available or required.•Resolving escalated issues from clients and insurance companies.•Agent management and performance planning.•A month end accumulation of all metrics that is submitted to the board of directors.•Evaluating inbound calls to ensure that a high level of quality is achieved.•Managing the utilisation and productivity of agents •Payroll – Compiling bonus and incentives due per agent.•One to Ones – In depth meeting with each agent on the team. •Managing our outbound team.•Full responsibility for rostering of agents, particularly around late shifts, Saturday work and hours for part time staff to ensure the necessary capacity is met.•Manage our social media contacts.•Coaching all agents and supervisors, identifying areas of strength and areas for improvement.•Supervisor management – Three supervisors work in the inbound team and I am directly responsible for one of the supervisors. •Training – Conducting training courses for staff in the customer service department and other departments throughout the company including renewals and new business.• Managing productivity and utilisation of our renewal team.• Customer Retention. Show less

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  Allianz Partners, International Health

  Jan 2019 - Mar 2022

  Helpline Team Leader

  My role within Allianz Care was as Helpline Team Leader. The Helpline is a 24/7, 365 contact centre who deal with claims and medical queries for health insurance. It is a multi-cultural and multi-lingual department that supports all of the main business languages – English, French, German, Spanish, Italian, Portuguese, Arabic, Chinese among others

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  LinkedIn

  Mar 2022 - now

  Talent Solutions Manager

  As a manager, I lead a diverse, multinational, and multicultural team in client-facing roles. We specialize in assisting SMB and large corporate clients in hiring the best candidates for their positions. Our focus is on understanding client needs, delivering exceptional service, and ensuring a seamless process that aligns with their organizational goals