Experience

Helio Restoration

• Australia
• Construction
• 1 - 100 Employee

• Quality Assurance Specialist

  • May 2022 - Present

  in this role, I report to our Head of Restoration whilst supporting the daily operations of our division as they fulfill claims management of Restoration components across Home and Contents Claims for a number of insurance providers. As a Quality Assurance Specialist, I am responsible for the following: - Cost management and reduction - Review of scoping and best practice recommendations for restoration needs under home and contents claims - Life cycle improvement - Internal training and feedback on client and business SLAs and KPIs - Process and Insurance training for efficient management of mitigation and restoration works and communication to all stakeholders across the claims process - Content training and support in relation to reporting and quotations - Training and support with restoration knowledge and procedures throughout all stages of an insurance claim - Continuous training and support in relation to reporting content, claims management and communication with all stakeholders across the claims management process - Management of restoration claim life cycles through to completion and invoice during periods of increased volume and CAT events - Auditing and Feedback to internal staff, RestoTech Partners and our internal Supply Chain Management Department - Compilation and submission of performance review/feedback and reporting to clients - Review of debtors lists to identify common trends and areas for improvement/reduction of debtors - Operational support to the Head of Restoration and Team Leader - Escalation Resolution



Claim Central Property

• Australia
• Insurance
• 1 - 100 Employee

• Quality Assurance Specialist

  • Apr 2018 - May 2022

  In this role, I report to our Head of Restoration whilst supporting the daily operations of our division as they fulfill claims management of Restoration components across Home and Contents Claims for a number of insurance providers. As a Quality Assurance Specialist, I am responsible for the following: - Cost management and reduction - Life cycle improvement- Internal training and feedback on client and business SLAs and KPIs- Process and Insurance training for efficient management of mitigation and restoration works and communication to all stakeholders across the claims process- Content training and support in relation to reporting and quotations- Training and support with restoration knowledge and procedures throughout all stages of an insurance claim- Continuous training and support in relation to reporting content, claims management and communication with all stakeholders across the claims management process- Management of restoration claim life cycles through to completion and invoice during periods of increased volume and CAT events- Auditing and Feedback to internal staff, RestoTech Partners and our internal Supply Chain Management Department- Compilation and submission of performance review/feedback and reporting to clients- Operational support to the Head of Restoration and Team Leader- Escalation Resolution

• Restoration Manager (Siemsen Restoration)

  • Apr 2015 - Apr 2018

  In this role, I support our General Manager with overseeing our Administrative and Supervision Teams, who play key roles in our management of contents claims and remediation works (from receipt of claim from our clients to submission of report and invoice). This includes: - Management and support to our Administration and Supervision teams, including provision of feedback and coaching throughout the Claims Management process- Capacity Planning (both at a BAU and Cat Event level)- Claims Auditing - Reconciliation of Debtors- Process Improvements- Escalation Resolution- Process and Insurance Training- Lifecycle & Cost Management - Budget Management and Delivery- Supporting and driving the delivery on SLAs- In house support with restoration knowledge and procedures throughout the First Response, Assessing and Repair Teams of Claim Central Consolidated

• Restoration Claims Support Manager

  • Sep 2013 - Apr 2015

  As a key member of the Siemsen Restoration Team, I am responsible for managing the Claims Support Team and our delivery of quality reports in a timely manner. In this role, I am responsible for the following: - Overseeing our department’s Claims Support Team- Management of claims from receipt through to completion and submission of invoice- Management of external trade partners and processing of their documentation and invoices- Escalation support for all key stakeholders across the Restoration Claims Management Process- Support and in house training in relation to restoration processes and terminology across a number of departments- Compilation and submission of monthly client reporting - Reconciliation of Debtors- Budget management and delivery- Capacity planning and management - Review, training and support for individual team members and their delivery of high levels of customer service

• Restoration Account Manager

  • Apr 2012 - Sep 2013

  In this role, I was responsible for the management of contents claims received from a portfolio of clients and managed all aspects of our involvement in the claim from receipt of claim to submission of the final tax invoice in a timely manner. During my time in this role I was able to build rapport with our insurance clients and our trade partners which not only strengthened my ability to deliver on our SLAs and KPIs, but also helped me expand my knowledge of the restoration industry.

• Restoration Administration Assistant

  • Jun 2011 - Apr 2012

  During my time in this role, I was not only introduced to the restoration industry, but introduced to the world of contents insurance. In this role, I was responsible for the receipt and allocation of all new requests received from our clients, liaising with our trade partners to assist with a timely submission of reports and any additional information to our clients, conducting quality surveys with our customers upon the completion of restoration works and the submission of invoices once works and quality surveys had been completed. Aside from my main duties, I was responsible for providing administrative support within our team to assist team members and trade partners out in the field.

• Customer Service Officer

  • Jul 2008 - Jun 2011

  During my time in this role, I was not only introduced to the building and insurance industries, but also introduced to the capabilities of mother nature during storm seasons and catastrophe events. My time in the Customer Service Team was spent processing new claims, scheduling site attendances for estimators, processing of documentation to clients and customers and providing daily support internally and externally throughout all stages of the claim process during BAU and Catastrophe Event situations. Hard work and dedication to my role and the business was spent assisting a great company work on putting people's lives back together. During my time in the Customer Service team, I found myself not only on the frontline in our business, but also supervising and even managing the Customer Service Team for brief periods. This role gave me the foundations I needed to not only develop professionally, but also progress and transfer across into our company's restoration division in 2011.



Star Jewels

• Australia
• Airlines and Aviation

• Jewellery Consultant

  • Nov 2007 - Jul 2008