Ana Williams
Massey,Aukland
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Come with a wealth of knowledge on Insurance products and claims processes.
Overview
8
8
years of professional experience
Work History
Claims Consultant
Tower Insurance
Auckland, AUK
07.2022 - Current
- Followed up with customers on unresolved issues.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Conducted full claim investigations and reported updates and legal actions.
- Reported policy changes and company conditions affecting customer satisfaction.
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques to team members.
- Addressed average of 150 customer inquiries and complaints each week.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Examined claims forms and other records to determine insurance coverage.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Researched claims and incident information to deliver solutions and resolve problems.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Collected and tracked evidence in support of legal processes.
- Followed up with insured individuals regarding premium and deductibles payments.
Customer Care Consultant
Tower Insurance
Auckland, AUK
01.2020 - 07.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Resolved concerns with products or services to help with retention and drive sales.
- Coordinated timely responses to online customer communication and researched complex issues.
- Logged call information and solutions provided into internal database.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Achieved long-term business objectives by analyzing customer feedback for process improvements.
- Described product highlights and benefits to help guide purchasing decisions.
Caregiver
Love And Serenity
Sacramento, California
11.2017 - 01.2019
- Assisted with dressing guidance, grooming, meal preparation and medication reminders.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
- Engaged patients in meaningful conversation, socialization and activity while providing personal care assistance.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Assisted patients with self-administered medications.
Debt Collector
Recoveries Corp
Suva, Fiji
03.2017 - 11.2017
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used skip tracing and other techniques to locate debtors.
Travel Consultant
Hideaway Holidays
Suva, Fiji
02.2017 - 03.2017
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Collected, handled and documented payments for travel services and associated feels.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Handled sensitive information with professionalism and discretion.
- Completed accurate reservations for business travelers at point of sale.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Organized trips for individual, family and business travelers.
Travel Agency Support Desk
Mindpearl
Suva, Fiji
03.2012 - 03.2016
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Maintained excellent attendance record, consistently arriving to work on time.
- Served customers and followed outlined steps of service.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
- Improved operations through consistent hard work and dedication.
- Exceeded goals through effective task prioritization and great work ethic.
- Participated in team-building activities to enhance working relationships.
Education
Bachelor of Arts - Real Estate And Management
University of The South Pacific
Suva , Fiji IslandsSkills
- Eligibility Determinations
- Claims Understanding
- Policy Modifications and Updates
- Accident Investigations
- Insurance Claim Forms Review
- Claims Reporting Systems
- Claim Form Analysis
- Documentation Review
- Liability Determinations
- Administering Claims
- Small Claims Payouts
- New Policies Processing
- Claim Amount Calculations
- Microsoft Office
- Premium Collection
- Claims Evaluations
- Critical Thinking
- Billing Procedures
- Credit Card Payments
- Call Volume Analysis
- Constructive Feedback
- Production Goals
- Fraud Detection
- Customer Relationship Management
- Efficient Service
- New Product Information
- Productivity Standards
- Staff Support
- Active Learning
- Team Meetings
- Customer Care
- Consultative Sales Approach
- Claim Validity Determination
Karaoke , Gym and Exploring beautiful New Zealand
My Idea of a Ideal night out would be dinner and karaoke.
I go to the gym everyday and i try to make time to go on hikes with my friends and family and get to know New Zealand better.
Timeline
Claims Consultant
Tower Insurance
07.2022 - Current
Customer Care Consultant
Tower Insurance
01.2020 - 07.2022
Caregiver
Love And Serenity
11.2017 - 01.2019
Debt Collector
Recoveries Corp
03.2017 - 11.2017
Travel Consultant
Hideaway Holidays
02.2017 - 03.2017
Travel Agency Support Desk
Mindpearl
03.2012 - 03.2016
Bachelor of Arts - Real Estate And Management
University of The South Pacific
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