Emergency Case Manager

• Aug 2022 - Present

Emergency Call Taker

• Sep 2019 - Mar 2021

Case Manager

• Nov 2018 - Oct 2019

Mental Health Workers Compensation claim case manager, managing claims on behalf of iCare. End to end case management, from initial contacts at receipt of claim, responsible for determining liability and investigations of claims, through to treatment management, return to work planning and return to work support. I work in conjuction with injury management specialists, employers, treatment providers, rehabilitation specialists and independent consultants to support workers through their recovery and ensure safe, sustainable return to work outcomes for injured workers. I believe the key to successfully returning injured people to work is to build solid relationships with workers, their employers and their treatment teams. Show less

Emergency Assistance Case Manager

• Sep 2016 - Sep 2018

Wanting to move away from sales targets and have the opportunity to truly help travellers, I moved in to the emergency assistance team at World Nomads. The emergency assistance team provides end to end case management for emergency travel claims, from complex medical to non-urgent logistical claims. Responsible for cases from the first call or email through until they safely arrive home, I was able to use my logistic ability and travel industry knowledge to ensure travellers were safe and informed, as well as to coordinate all aspects of their care and onward travel. My people focus allowed me to put travellers at the heart of every decision, put their interests first, to keep them calm and make them feel they were truly being cared for. - First point of contact for all calls and emails, providing immediate assistance and information to travellers in distress - Providing advice and coordinating logistic arrangements (ambulances, hospital admissions, specialist appointments and evaluations, evacuations, repatriations) for emergency claims while ensuring callers are kept calm, fully informed and safe - Working in conjunction with claims team in processing of claims, including collecting all documentation, advising on and application of policy terms - Completing all administrative tasks related to cases, including creating traveller files, compiling and processing claims, updating client databases, preparing documents, preparing official requests. - Ongoing traveller contact, providing updates and support throughout the claim lifecycle - Liaising with global providers to ensure seamless care and/or service for all travellers, obtain medical reports and process invoices - Working in conjunction with internal medical team to identify high risk cases and organise ongoing / upgraded support - Organising complex logistics ie repatriation, evacuation, remote medical emergencies - Managing non-medical claims including organising logistics and advising on policy coverage Show less

Travel Consultant

• Sep 2014 - Sep 2016

I was hired as one of the first consultants to work in the new Hyper Centre in the CBD - a highly anticipated project for the company, and the largest Flight Centre store in the world. I developed a reputation for creating custom itineraries by developing relationships with my clients and understanding that the quality of relationships with clients is better than quantity. I approached my work with the idea of 'wish fulfilment' in mind - each client has their perfect trip in mind, and as a consultant it was my job to make that a reality. I enjoyed creating custom trips, and began to specialise in complex or adventure itineraries. I pride myself on the fact that much of my work came through referrals, and that team members would come to me for advice on non-standard itineraries. I developed a comprehensive knowledge of less 'tourist heavy' locations and adventure experiences, as well as developing relationships with adventure brands. • Creating custom travel itineraries, requiring maintaining an extensive knowledge of destinations and suppliers • Delivering high levels of customer service and expert knowledge / advice • Booking all aspects of travel – coordinating third party services, such as hotels, tours, flights, insurance, day trips; managing traveller budgets; completing all needed documentation; • Advising customers of all booking terms and conditions including insurance policies, flight rules, booking conditions • Managing multiple ongoing bookings and maintaining customer databases • Managing customer requests and issues during travel • Post travel follow up and maintaining ongoing relationships with customers Training completed: Cert IV Travel and Tourism Silver Air Silver Land Gold Air Gold Land Cruise Training Technology Used: Amadeus Show less

Freelance Social Media Marketing Specialist

• Mar 2013 - Dec 2015

Contracting to start-up companies, I would audit their social media presence and activities to identify areas of improvement and potential. I worked with a focus on customer engagement, helping companies understand their audience and encouraged them to work with the customer at the heart of marketing activities. Initially working for Booodl, I identified areas in which the company could optimise the impact of their social media presence and developed a comprehensive strategy for growth and visibility. I worked in conjunction with company founders to establish marketing goals, develop a brand voice and create a long term social media marketing plan. I created comprehensive audience profiles through market research and brand positioning, providing marketing analyses and marketing plans as well as conducting training with marketing teams on platforms and strategies. Responsible for the implementation of social media strategy, content creation and monthly reporting, I was able to double engagement on all platforms month on month. Working predominantly with Twitter, Facebook and Instagram, I implemented social media scheduling, social media calendars and developed and implemented advertising campaigns. I was also involved in influencer marketing, tracking campaign successes, assisting in influencer targeting and building relationships with influencers across all platforms. Show less

Financial Case Manager

• 2014 - 2015

Case management of multiple employer salary packaging. Assisting employees to access salary packaging benefits in line with employer and government guidelines, and assisting employers in managing their employees' salary packaging benefits. During my time at SmartSalary, I maintained above average service scores and received consistently positive feedback from both employees and employers. Case management of multiple employer salary packaging. Assisting employees to access salary packaging benefits in line with employer and government guidelines, and assisting employers in managing their employees' salary packaging benefits. During my time at SmartSalary, I maintained above average service scores and received consistently positive feedback from both employees and employers.

Customer Happiness Consultant (contract)

• Oct 2012 - Feb 2013

My role with RedBalloon was one that sparked my interest in the travel and experiences industries; working with people every day who were excited to try something new. It also encouraged my people focus; Naomi Simson has created a working environment where the importance of people is always at the forefront, and my time at RedBalloon showed me that people should always come first, no matter what industry you are working in. As a customer happiness consultant, I was the point of contact for all customers of RedBalloon, assisting them in choosing and booking experiences. I maintained a comprehensive knowledge of available experiences and locations so that I could offer advice and information and provide a first class level of service to every customer. I would also liaise with providers in order to assist with customer enquiries and resolve any customer complaints or issues. I maintained a high net promoter score throughout my time with RedBalloon and exceeded my KPIs consistently. I took the "customer first" attitude of the company to heart, and maintained high service levels. Show less

Enrollment Advisor Team Lead

• Jul 2010 - Sep 2012

I was brought on board with AIPT in order to increase student engagement and retention. Responsible for initial contacts, providing information and education to potential students, assisting with all paperwork and processes, maintaining student databases, and matching students to appropriate courses, tutors and locations, I took the 'advisor' part of my job description seriously. I led the enrolment team to focus on relationship building and education in what was a very target focussed environment. My aim was to change the mindset to one of providing a service to potential students, assisting them in line with their best interests and walking them through the process, and that hitting targets would be a natural flow on from this. In this role, I also participated in organising campus orientation events and marketing activities, to not only build my skillset but also to ensure that the student experience was consistent throughout each touchpoint with AIPT. Show less

Marketing Account Manager

• Mar 2007 - Jul 2010

Acting as the main point of contact for all accounts, I was responsible for building and maintaining relationships with clients and suppliers throughout the contract life cycle. I acted as the 'person responsible' for every action taken on an account - creating briefs, creating and managing budgets, liaising with the design department to create all marketing materials, proofing all materials, organising print runs and delivery/distribution timeframes, contract administration and enforcement, through to account administration such as updating databases, communication and documentation. Working with businesses across Australia and New Zealand, I pride myself on the fact that I was able to build strong relationships and deliver on my commitments to a standard where every contract I handled was renewed, and every distribution timeframe met without exception. Show less

Sales, Marketing and Customer Service

• 2008 - 2010

Promotion and marketing of new product campaigns for American Express, focussing predominantly on travel products and benefits. Promotion and marketing of new product campaigns for American Express, focussing predominantly on travel products and benefits.

Legal Administrative Assistant

• 2004 - 2007

Promotions Team

• 2004 - 2004