Experience

EML

• Australia
• Insurance
• 700 & Above Employee

• Case Management Specialist - Corporate

  • Oct 2022 - Present



QBE Insurance

• Australia
• Insurance
• 700 & Above Employee

• Case Manager

  • Jul 2021 - Oct 2022

  At QBE Workers Compensation I am a Case Manager managing high complexity psychological and physical claims. I am responsible for managing two portfolios, exempt workers and PIAWE. Responsibilities:- Support workers on their return-to-work journey by acting as the key point of contact for all stakeholders, including injured workers, their employers, general practitioners, and other medical professionals;- Ensuring set timeframes and compliance measures are adhered to with all legislative codes and company policies;- Conducting face to face sessions with stakeholders through case conferencing, claims reviews and onsite visits;- Conducting timely reviews for each case - planning, developing, and executing claim strategies;- Effectively set expectations and educate both workers and employers on legislative obligations, ensuring responsible financial claims management of my portfolio;- Developing and monitoring of injury management and RTW plans.



National Disability Insurance Agency

• Australia
• Government Administration
• 700 & Above Employee

• Access Assessor

  • Oct 2018 - Aug 2021

  As a an APS4 Access Assessor, I worked within the National Access and Workload Management Branch providing support to the branch to efficiently determine eligibility and streamline access decisions.Responsibilities:- Review and assess information to make an access decision in accordance with the National Disability Insurance Scheme Act and Rules;- Complete Defined/Non-Defined program and new access delegate decisions based on delegations tool;- Research and review decisions with regard to routine cases and manage; moderately complex cases with the assistance of staff at higher classification level;- Refer participants for planning and mainstream linkages if required;- Responding to phone and email enquiries about access and eligibility, providing thorough information and effective support to internal and external stakeholders;- Manage incoming correspondence;- Undertaking a range of data entry responsibilities;- High quality record keeping including competency with IT systems;- Collecting and recording reference package material;- Monitor own caseload, working under limited direction to provide administrative support to NAWMB team members;- Advise participants in relation to their rights and obligations.



Australian Government Department of Human Services

• Government Administration
• 700 & Above Employee

• Compliance Officer

  • Jan 2018 - Oct 2018

  As a Compliance Officer, my day-to-day activities are fast-paced and varied. Working in a telephony and administrative environment, I receive calls from customers who I work with collaboratively in areas of compliance to ensure Federal policies, legislation and guidelines are adhered to.Responsibilities:- Assisting Customers to engage, access and navigate Compliance services;- Use analytic skills to review, interpret and routine and complex financial data;- Omni-channel communication to liaise with internal and external stakeholders;- Work and perform both independently and as part of a team;- Use excellent customer service skills to assist clients in challenging scenarios, navigating collaboratively through complex processes to achieve quality outcomes;- Interpret, apply and understand legislation;- Accurate collection and maintenance of electronic databases and records managements systems;- Demonstrate very strong competence in computer literacy and working with IT programs;- Analyse data to problem solve and make informed decisions- Navigate through difficult situations, showing resilience.



Pinnacle Financial & Investment Services

• Financial Services
• 1 - 100 Employee

• Client Services Coordinator

  • May 2017 - Jan 2018

  My position as Client Services Coordinator had a primary objective to lodge new superannuation applications, roll over of funds from previous superannuation accounts and invest funds in shares and managed funds.Responsibilities:- Producing client packs daily for our financial advisers appointments;- Liaising with clients and external companies on a daily basis; - Answering and assisting with client enquiries;- Lodging new superannuation and pension applications;- Investing client’s funds to create and build an investment portfolio.



nib international student services

• Health, Wellness & Fitness

• Sales And Service Consultant

  • Jul 2016 - May 2017

  My position of Sales and Service Consultant has a primary objective to maximise sales opportunities via voice and e-channels while providing excellence in servicing our customers. The position is to provide accurate and comprehensive information and advice about nib’s International products and services, ensuring that products meet the needs of individuals and oragnisations and to deal with insurance related enquiries from both customers and providers. My position of Sales and Service Consultant has a primary objective to maximise sales opportunities via voice and e-channels while providing excellence in servicing our customers. The position is to provide accurate and comprehensive information and advice about nib’s International products and services, ensuring that products meet the needs of individuals and oragnisations and to deal with insurance related enquiries from both customers and providers.



nib Group

• Australia
• Insurance
• 700 & Above Employee

• Sales And Service Consultant

  • Mar 2015 - Jul 2016

  Responsibilities:- Maximise sales and retention opportunities;- Ensure that products meet the needs of customers;- Managing complaints - Undertake needs analysis and recommend most appropriate product;- Maximise sales and retention opportunities via voice and e-channels;- Undertake project work as required;- Coaching new staff members- Display expertise in nib products, policies and procedures; Responsibilities:- Maximise sales and retention opportunities;- Ensure that products meet the needs of customers;- Managing complaints - Undertake needs analysis and recommend most appropriate product;- Maximise sales and retention opportunities via voice and e-channels;- Undertake project work as required;- Coaching new staff members- Display expertise in nib products, policies and procedures;



Response Employment & Training

• Australia
• Education Administration Programs
• 1 - 100 Employee

• Personal Assistant to Director

  • Mar 2011 - Jan 2015

  Responsibilities:- Business development;- Assisting with RTO campaigns;- Strategic Skills Program Funding Applications;- Maintain training processes and procedures;- Lodge data – AVETMISS and CCQI lodgements;- Marketing and advertising;- Continuous improvement functions;- Maintain Student Management database (VETtrak);- Collect student feedback as part of CCQI Response;- Issue awards and certificates;- Maintain student files and assessment records. Responsibilities:- Business development;- Assisting with RTO campaigns;- Strategic Skills Program Funding Applications;- Maintain training processes and procedures;- Lodge data – AVETMISS and CCQI lodgements;- Marketing and advertising;- Continuous improvement functions;- Maintain Student Management database (VETtrak);- Collect student feedback as part of CCQI Response;- Issue awards and certificates;- Maintain student files and assessment records.



Complete Staff Solutions

• Australia
• Human Resources
• 1 - 100 Employee

• Recruitment and Training Coordinator

  • Jun 2008 - May 2011

  Responsibilities:- Phone screening new candidates;- Meet and greet candidates and clients;- Processing employment registrations;- Reference checking;- Writing job advertisements;- Booking and conducting interviews; Responsibilities:- Phone screening new candidates;- Meet and greet candidates and clients;- Processing employment registrations;- Reference checking;- Writing job advertisements;- Booking and conducting interviews;



Allied Access Financial Solutions

• Financial Services
• 1 - 100 Employee

• Office Administrator

  • Apr 2007 - May 2008



OneSteel

• Australia
• Mining
• 200 - 300 Employee

• Administration traineeship

  • Jul 2006 - Apr 2007



McDonald's

• United States
• Restaurants
• 700 & Above Employee

• Team Member

  • May 2005 - Jul 2006