Camilla Marchini
Quality Assurance Analyst at Abtran - Irish Life Health account at Abtran- Claim this Profile
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Portuguese Native or bilingual proficiency
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English Full professional proficiency
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Spanish Limited working proficiency
Topline Score
Bio
Credentials
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Accounting Fundamentals
Corporate Finance Institute® (CFI)Apr, 2020- Sep, 2024 -
Reading Financial Statements
Corporate Finance Institute® (CFI)Apr, 2020- Sep, 2024 -
Certificate in Insurance Product Advice (APA)
The Insurance Institute
Experience
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Abtran
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Consumer Services
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1 - 100 Employee
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Quality Assurance Analyst at Abtran - Irish Life Health account
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Mar 2023 - Present
• Attending Quality calibration sessions with the Clients (Irish Life Health). • Identify trends in the quality of performance of Advisors on the account, and provide feedback to TLs to enable them to provide coaching and improve the performance of advisors.• Maintain account knowledge, including attending relevant product and process training. • Update Quality monitoring system as required.• Close the loop on performance improvement for Advisors and address issues at source by: • Feeding issues into the Training Needs Analysis processes.• Ensuring all errors and performance issues identified are addressed immediately through coaching and correction.• Identify process improvement opportunities. Provide the TL and Manager with feedback and suggested improvements regarding quality of service and the execution of the QA function.• Collaborate in the roll out of Quality and Customer Service Improvements. • Deliver on agreed performance targets. • Manage time effectively to ensure targets are met.• Proven ability to deal with problems and solve them effectively. • Ability to work well either individually or as part of a team. • Proven written communication skills. Show less
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Sales and Renewals Advisor Admisitrator at Abtran - Irish Life Health account
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Aug 2022 - Mar 2023
• Providing an excellent customer service via emails for the Sales and Renewals team.• Answering the emails while complying with the Service Level.• Following up with inquiries.• Responding to negative feedbacks.• Logging and responding to a customer’s complaint.• Organizing callbacks from Sales or Renewals team.• Addressing a and or multiple questions.• Responding to a customer cancelling their cover and also to a technical issue.• Acknowledging a message and responding to a customer service issue. Show less
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Sales Advisor at Abtran - Irish Life Health account
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May 2021 - Aug 2022
• In charge of processing renewals, cancellations, and changes of cover on behalf of customers.• Provide relevant up to date advice to customers while complying with an in-depth knowledge of the business and the services it provides.• When the opportunity presented itself, I would also upsell additional services that customers could add to their existing services and also explain how beneficial adding services could ultimately be to them• Handling customer complaints and communicate with customers in these circumstances.• Assist with reporting and creating documentation.• Currently participating on 2 projects with Irish Life Health company. The first project is on their Quality Assurance team, which involves auditing the auditors in Abtran and Sedgwick companies. If breaches occur; feedbacks are needed to be raised, they are to be escalated to the TPA’s of each company and their QA teams. The QA’s involve auditing calls, outbound calls, AM I covered tool (tool to check cover for procedures), Emails and Providers calls. The second project involves working with their Customer Care Support team, which involves dealing with claims, complaints, call reviews, hot alerts, group schemes, payments, problem solving in raising tickets to the IT, sending emails internally and to customers, dealing with cheques, bank account changes, endorsements being carried out accordingly for the group scheme policies, making calls to customers to discuss cover, claims, payments, etc. Show less
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Claims Processor at Abtran - Irish Life Health account
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Apr 2019 - Apr 2021
• Process hospital claims to ensure submissions are completed correctly• Verify customer's data and enter information into our system for adjudication• Communicate directly with providers to resolve any errors and answer any questions about the claim current status• Review payments and claims history to determine the final payment amount by the agreed rate between providers and Irish Life Health• Administrator experience and knowledge, as responsible to receive post, along separating claims and following with GDPR, while bringing to Hospital and Day-to-day claims department• Review and process of late invoices from providers received • Worked closely with Irish Life Health, on their Recovery Team and the Third-Party Cases Project. This project involved following a quick audit to check if the claim appears to be a potential cause of a third party, which required to send the Letter of Undertaking to the member to complete if they are pursuing a Third-Party case.• Review the customer's policies in full before deciding on what direction should be taken on the cases, which involved looking through all comms/claims, etc Show less
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Sales Advisor at Abtran - Irish Life Health account
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Jan 2018 - Apr 2019
• Handling a high volume of enquirers from Irish Life Health customers, ensuring a quick and effective resolution while efficiently processing incoming applications.• Speaking with customers to advise on their current level of cover and conducting a health review to find a suitable plan to comply with their wants and needs.• Keeping records up to date and accurate while adhering to data protection and confidentiality laws.• Working closely with my team to achieve targets and goals and supporting each other in all aspects of the job.• In charge of processing renewals, cancellations, and changes of cover on behalf of customers.• Provide relevant up to date advice to customers while complying with an in-depth knowledge of the business and the services it provides.• When the opportunity presented itself, I would also upsell additional services that customers could add to their existing services and also explain how beneficial adding services could ultimately be to them.• Handle customer complaints and communicate with customers in these circumstances.• Assist with reporting and creating documentation. Show less
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Ryanair - Europe's Favourite Airline
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Ireland
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Airlines and Aviation
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700 & Above Employee
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Ryanair Cabin Crew Supervisor
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Jan 2016 - Dec 2017
• Deliver excellent customer service, responsible for passengers’ safety and comfort, create a friendly and welcoming environment for all our customers, show empathy and anticipate our customer’s needs, look for solutions and take ownership wherever I can, be reasonable with passenger’s requests and complaints;• Responsible for training new employees and supervisors, give feedback at the end of duty to crew and base supervisor;• Have a deep knowledge of our products and services, responsible for products and sales money, lodge the money at the end of duty, write a safety report when requested;• Team work, time management, achievement of targets on daily bases. Show less
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Ryanair Cabin Crew - Customer Services Agent
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Oct 2014 - Dec 2015
Trained for 737-700 and 737-800 aircraft; Delivery customer service; be responsible for passengers safety,attention, assistance and control; boarding and ground duties (including passenger marshalling and announcements); on board sales on aircraft; cleaning the aircraft interior and security checks; training of new hires; comply with the First Aid role and the Fire Drill role; operation of Automatic External Defibrillators training; DAA Ramp Safety Awareness Training.
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Salmon’s Centra
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Canada
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Hospitality
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Customer Service Representative
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2010 - Aug 2014
Providing an excellent customer service. Process customers orders and paymnets. Stock and replace products to avoid any damages. Ensuring to keep shelve sfully stocked with fresh products. Training of new hires. Prepare store discplays and ensure that products are accurately labeled. Closing cash flow, assuring with stock, assisting to process orders to head office. Providing an excellent customer service. Process customers orders and paymnets. Stock and replace products to avoid any damages. Ensuring to keep shelve sfully stocked with fresh products. Training of new hires. Prepare store discplays and ensure that products are accurately labeled. Closing cash flow, assuring with stock, assisting to process orders to head office.
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Waitress
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2010 - 2013
Providing an excellent customer service, while welcominh and seating guests. Memorizing the menu and offering recommendations to up sell appetizers, deserts, drink, while taking guests orders. Processing the customer orders in the kitchen, setting up new tables, cleaning tables. Providing an excellent customer service, while welcominh and seating guests. Memorizing the menu and offering recommendations to up sell appetizers, deserts, drink, while taking guests orders. Processing the customer orders in the kitchen, setting up new tables, cleaning tables.
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Education
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2018 - 2021
Griffith College Cork
Bachelor's Honours degree, Accounting and Finance -
2023 -
The Insurance Institute
APA - Health Insurance & Assosiated Insurances, Insurance -
2022 -
The Insurance Institute
APA - Commercial General Insurance, Insurance -
2020 -
The Insurance Institute
APA - Personal General Insurance, Insurance -
2019 -
The Insurance Institute
Insurance -
2018 -
The Insurance Institute
Insurance -
2014 - 2014
Hahn Training Centre (HTC)
Cabin Crew Certificate, Cabin Crew
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