Alysha Genders
Australia Experience
National Process Advisor
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Shine LawyersShine Lawyers
Full-time · 3 yrs 11 mosFull-time · 3 yrs 11 mos
Abuse Law Process AdvisorAbuse Law Process Advisor
Feb 2021 - Present · 11 mosFeb 2021 - Present · 11 mos
• Govern the client intake process within the department, identifying areas for improvement and implementing solutions to boost client conversion rates and streamline communications.
• Employ data-driven decision making, collecting and analyzing data and monitoring conversion rates to identify trends, create reports, and inform strategic plans to boost client engagement, retention, and referrals.
• Pioneer the reconstruction of internal processes for communication and documentation, conducting cross-team training and coaching to institute best practices and policies.
• Support the hiring and training of Client Intake staff, coaching in client engagement, relationship management, and communications skills.
• Lead learning programs to improve staff-wide capabilities in alignment with business needs, designing and delivering learning solutions to boost performance.
• Oversee the learning needs of a portfolio of 700 internal stakeholders, partnering directly with company leaders and team members to craft individualized plans.
• Deliver updated training program for the Customer Service Department, Abuse Law Administration, and Abuse Law Legal teams while also implementing training systems for all new Abuse Law Employees.
• Optimize booking management and appointment scheduling, rostering staff to ensure all client needs and requirements are met.
Key Accomplishments
• Elevated client relationship management, successfully increasing conversion rates by reducing client contact time from 4-6 weeks to 10-14 days.
• Innovated a solution to increase client file conversion from 75 to 225 per month; decreasing number of pending investigation files from 438 to 173.
• Reduced booking and appointment processing time from 5 week to just 3 days.
• Minimized processing time of file opening from 87 days to 30 days maximum.
• Created Learning and Development videos covering all internal processes in partnership with HR.
New Client Team
• Liaised with clients as the first point of contact, rapidly identifying their unique needs to provide tailored solutions and capture new business.
• Cooperated with the New Client Team to implement the web chat function, fielding and resolving all inquiries and complaints with superb problem-solving and consistent professionalism.
• Identified and verified customer needs for potential claims, managing legal matters regarding Medical Law, Motor Vehicle Injury Claims, Workplace Relations, and more.
• Provided clients with the best possible outcome in partnership with legal teams, employing superb interpersonal and relationship management skills to streamline the process.
• Scheduled solicitor’s appointments as necessary; created legal documentation and cost agreements; and monitored and processed closure of claims.
• Implemented live chat system and installation of Avaya/Cisco Software.
National Supervisor and Trainer
• Commanded all operations while monitoring risk and liability during sporting events, delivering real-time recommendations in fast-paced environment.
• Utilized swift and efficient decision-making and complex problem-solving skills to achieve daily goals.
• Shepherded staff of 500 across all locations in TAS, NT, SA and QLD, implementing new technology in franchises and outlets, training and coaching staff on customer service and responsible gambling, handling customer complaints and resolving technical issues, actioning the closure of customer accounts, and managing all legal account requirements.
