Sam O'neil

Reporting to the Investigations Manager I conducted face to face/on-road, telephone and desktop
investigations into General Insurance claims via recorded interviews and statement taking.
I also conducted scene canvasses to gather various forms of evidence for the clients all whilst
adhering, not only to our client's many strict policies and procedures, Brooksight Investigations' own polices and procedures, but also to the governing body, Insurance Council of Australia and their general insurance code of practice (GICOP).

Throughout each investigation I was required to constantly provide written and verbal updates to
our clients and also answer any questions the insured may have and if unable to answer these, actas an authorised third party, relaying information between the insurer and the insured.

Out of all of my years as a Fully Licensed Investigator I would have to say this line of investigation work is my most enjoyable.

Reporting to the Manager of the Complaints and Improvement Unit I conduct investigations into third tier complaints that have been lodged by parents against schools within the public education system. Working with the Senior Dispute Resolution Officer, I conduct telephone interviews with various stakeholders that are involved within the complaint process prior to the Third Tier Review as to whether or not the school has breached the policy guidelines outlined by The Department of Education.  

Reporting to the Operations Manager I conduct investigations into WorkCover claims via interviews and statement taking.  I conduct site visits at employer sites and also sites of various scenes where injuries occurred. From all of this I would then have to colate all of the information and submit a full written report to the Operations Manager. 

My role was responsible for handling claims that had triggered red flags or that were suspected fraudulent. I investigated claims to uncover criminal activity, false claims, staged accidents etc. 

I was sad to leave this role and unfortunately left to care for my mother. 

Reporting directly to the company owner I manage the process for tracing and investigating skipped debtors.  I have a strong background in analysing data which I apply to clarify client requirements and utilise a number of inquiry and investigation methods to conduct that process. 

I have a track record of successfully managing and producing high quality skip trace reports to present to clients.  I apply strict time management skills to ensure sensitive demands and internal policies are met and adhered to. 

• Consistently, I produce detailed, high quality skip trace, fraud and risk management reports. 
• I demonstrate an impeccable level of integrity and commitment to confidentiality and privacy principles on all work produced.

Reporting to the Team Manager, I supported the Premium Operations and Management Services team by managing the Workers Compensation debtor position - Collections.  I was known as one of the best operators within the team of Collection Account Managers.  Not only did I achieve the team bench marks set out by WorkSafe Victoria, but I also regularly exceeded my in-house personal targets and Key Performance Indicators.  I frequently identified and promoted risk, process and performance improvement opportunities for action, along with non-performing agent issues.  

• Achieved a significant debt reduction upon being assigned the Mh-Sg Client Ledger(one of the largest ledgers in the team), which was then able to be assigned to a part time resource for ongoing management. 
• Received recognition from the Senior Operations and Executive Management Team for achieving a significant reduction in the total dollar value and the number of overdue accounts of the Ch-H Client Ledger(the largest in terms of dollar value and numbers within the Credit Team).   

Leading a team of 12 Collectors, I reported to the Group Credit Manager and was responsible for managing outstanding debt for services rendered by Transpacific to customers based in Victoria and the Northern Territory.  I supported and lead my team to reduce and maintain Days Sales Outstanding (DSO), resolve  escalations of invoice queries and disputes, achieve individual and team KPI's and extended opportunities to training (collection techniques, search tools, ledger maintenance, internal processes and procedures etc).

• Within 6 months I achieved a complete turn around of performance and culture of “the worst team in the Collections Department” (as noted by Management and the other two Team Leaders).  
• I received the least amount of resignations, and my team operated like a "well oiled machine".
• Worked collaboratively with Ballarat and Melbourne based branch managers to simplify and improve all interactions with customers. 
• Achieved 100% compliance in all dealings pertaining to intellectual property, in accordance with to strict privacy legislation and company policy (including customer information management).  

Within this call centre environment, my focus was to provide quality customer service and maintain high levels of customer and company outcomes.    I conducted daily KPI reviews to improve and implement new strategies in the collection process and reviewed individual CRM ledgers and portfolio performance to identify opportunities for action and improve overall team performance.   Following a promotion, I reported to the Team Performance Manager and the Operations Manager.  I mentored, coached and trained new staff on collection investigations, processes and achievement of performance targets. 

• Commencing as a Customer Relationship Manager, investigating and collecting consumer debt, I was quickly promoted to Senior Customer Relationship Manager. 

Approached to come onboard by the former Searchcom Operations Manager to oversee the Skip Tracing for Seek and Find, a newly formed investigation business in Melbourne, I worked alongside the Operations Manager.   I liaised directly with clients to conduct searches and investigations of persons who had 'skipped' from their last known address and failed to pay their outstanding debts to organisations such as debt collection agencies. 

Reporting to the Investigations Team Leader my role required accurate and precise detection and investigation of fraudulent transactions on customer credit card accounts reported either lost or stolen.  I liaised with law enforcement agencies and monitored customers expenditure profiles to identify anomalies in order to detect and prevent further fraudulent transactions.   

All investigations of fraudulent activity were completed in full and documented in accordance with internal systems and time frames.   I also performed analysis of transaction data to identify possible fraudulent activity and trends.

• Participated in a project run by the Falcon team to modify and tailor fraud detection tools in response to identified fraud ring activity. 

Reporting to the Operations Manager, I was one of 5 Skip Tracers locating skipped debtors for a number of debt collection and mercantile agencies.  I traced skipped debtors utilising a number of avenues of inquiry and investigation methods.  Managing client files and producing skip trace reports for the Operations Manager which were then collated for the clients, I was given the responsibility of reviewing all Skip Tracers' aged files for  status determination.   I regularly achieved targets and individual KPI's of 5-6 debtors per day.

• Skip Tracer of the Month July 2004
• Skip Tracer of the Month Oct 2004
• Skip Tracer of the Month Dec 2004

Reporting to the On Duty Team Leader I consistently provided first class customer service and sales results.  I was given operational responsibilities of cash management, book and eftpos reconciliation and managed the car detailing employees, ensuring vehicles were ready and available on time for customers.

In my responsibility of a Rental Sales Offer, I consistently and reliably delivered exceptional customer service and sales through the  successful management of car rental bookings.

One of twenty Clerks of the Courts reporting to the Head Registrar, I responded to enquires from the public and legal community regarding civil, criminal and trial court room allocation, processes and procedures, certifying court documents and managing the overall general administration of these documents. 

I coordinated the schedule for court proceedings and video links via prisons and other courts throughout Australia and worked closely with the Judges associates (defendants, prosecutors and legal counsel) to process court orders, organise and coordinate communications following WorkCover proceedings, and Practice Court proceedings.

A direct report of the Registrar, I was involved in the general day to day running of the court room as well as the management of proceedings relevant to the Civil, Criminal, Crimes Family Violence and Children’s’ Court Jurisdictions.    I was responsible for the recording of relevant information on the case management system for Magistrate access and responded to enquires from the police, legal representatives, defendants and their families.  Further, I was a Clerk at the Mention Court - the court room with the highest volume of cases are heard.

• During a bail application at Sunshine Court, a defendant became extremely agitated, and throwing chairs across the court room, aiming them at the Magistrate, myself and the Police.  I responded quickly, assisted the Magistrate to safety and then proceeded to assist the public and raise the court duress alarm.  The Magistrate later thanked and congratulated me on my quick thinking and appropriate emergency response to the situation.