Adam Borg
Drumborg,VIC
Summary
Results-driven Technical Support Officer experienced in insurance reviewing and auditing claims. Well-versed in handling escalated complaints, report interpretation and payment reviews with a meticulous, conscientious and methodical approach.
Overview
11
11
years of professional experience
Work History
Technical Support Officer
Suncorp
04.2022 - Current
- Developed and implemented training initiatives for team members.
- Complied with established internal controls and policies.
- Mentored claim managers with one on one training to achieve their progress goals.
- Authorise payments and declines on claims.
- Managed and resolved escalated complaints.
- Completed spot check reviews for team members.
- Determined the proper course of action for claims processing.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Demonstrate use of the General Insurance cope of practice FAIR guidelines
- Using the insurance councils guidelines to reflect how claims managers action their claims
- Developed and implemented training initiatives for new hires.
Client Manager
Suncorp Insurance
05.2021 - 04.2022
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Determined proper course of action for claims processing.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
Customer Advisor
NAB
01.2021 - 05.2021
- Participated in interactive training programs to expand knowledge of company products and policies.
- Navigated extensive company knowledge base to obtain appropriate solutions for customer service issues.
- Resolved customer issues to enable mutually beneficial outcomes and encourage continued cooperation.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
- Developed tailored solutions to meet individual banking needs.
OSCH Educator
Their Care
02.2019 - 01.2021
- Worked to maintain an outstanding attendance record, consistently arriving to work ready to start immediately
- Supervising Children daily at a High Standard
- 2IC within the service with having leadership roles
- Working within a team to supervise children
OSCH Educator
Big Child Care
06.2018 - 02.2020
- Maintained excellent attendance record, consistently arriving to work on time
- Working in a high intestine environment
- Working within a team to supervise children
Volunteer
Mooroolbark East Primary School
02.2015 - 11.2019
- Helped with office tasks including taking messages, scanning documents and answering phone inquiries
- Coordinated schedules and assignments for volunteer staff, maximizing team efficiency and effectiveness
- Adhered to organization procedures and instructions to maintain safety
- Helped students complete tasks such as specific work problems and tying shoes
- Spoke with community organizations to boost outreach and highlight programs successes
- Kept program records and documentation current and compliant
Sales Associate
Foot Locker
07.2017 - 09.2019
- Maintained organized, presentable merchandise to drive continuous sales
- Trained and developed new sales team associates in products, selling techniques and company procedures
- Applied security and loss prevention training toward recognizing risks and reducing store theft
- Maintained records related to sales, returns and inventory availability
- Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise
- Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications
- Working in a fast pace environment within a team
Sales Associate
Surf Live Saving
03.2017 - 09.2017
- Maintained organized, presentable merchandise to drive continuous sales
- Engaged with customers to effectively build rapport and lasting relationships
- Educated customers on promotions to enhance sales
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance
Umpire
Eastern Football League
05.2016 - 08.2017
- Collected daily reports for improved efficiency during games
- Communicated with fans, coaches, players and other umpires
- Promoted good sportsmanship among players
- Explained and taught regulations and rules to players and coaches
- Consulted with officiating team to discuss violations and play problems, coordinate responses and implement resolutions
Basketball Referee
Kilsyth Basketball Association
11.2013 - 08.2014
- Maintained standardized expectations of fairness concerning penalties and acts not adhering to required sportsmanship
- Earned frequent recommendations for being fair and consistent official
- Identified player infractions and determined appropriate penalties
- Instructed players and coaches on basketball game rules
- Handled high-stress situations using superior calming techniques with basketball fans
- Enforced rule expectations with pre-game conversations with teams
Fast Food Team Member
KFC
02.2013 - 05.2014
- Maintained clean, sanitized and well-organized food preparation zones
- Performed shift change tasks each day to keep store efficient and neat
- Prepped food items for later use to save staff time during busy hours
- Greeted customers promptly and took orders to keep flow of traffic moving
- Wiped counters and sanitized equipment to maintain clean food prep and dining areas
- Maintained high standards of customer service in high-volume, fast-paced operations
Education
Bachelor of Education -
La Trobe University
Melbourne Diploma of Community Reaction -
SEDA
Melbourne12.2017
Certificate IV in Community Activity Programs -
SEDA
Melbourne 12.2016
Certificate III in Community Activity Programs -
SEDA
Melbourne 12.2015
Year 7 - Year 10 -
Lilydale High School
Melbourne 12.2014
Skills
- Social and life skills educator
- Positive Attitude
- Hard worker
- Good Communication
- Approachable
- Punctual
- Leadership
- Active Listening
- Customer service
- Management skills
- Problem-solving
- Time management
Extra Qualifications
National Police Check
Working With Children's Check
HLTAID004 Provide an emergency first aid response in an education and care setting
HLTAD001 Provide cardiopulmonary resuscitation
Timeline
Technical Support Officer
Suncorp
04.2022 - Current
Client Manager
Suncorp Insurance
05.2021 - 04.2022
Customer Advisor
NAB
01.2021 - 05.2021
OSCH Educator
Their Care
02.2019 - 01.2021
OSCH Educator
Big Child Care
06.2018 - 02.2020
Sales Associate
Foot Locker
07.2017 - 09.2019
Sales Associate
Surf Live Saving
03.2017 - 09.2017
Umpire
Eastern Football League
05.2016 - 08.2017
Volunteer
Mooroolbark East Primary School
02.2015 - 11.2019
Basketball Referee
Kilsyth Basketball Association
11.2013 - 08.2014
Fast Food Team Member
KFC
02.2013 - 05.2014
Bachelor of Education -
La Trobe University
Diploma of Community Reaction -
SEDA
Certificate IV in Community Activity Programs -
SEDA
Certificate III in Community Activity Programs -
SEDA
Year 7 - Year 10 -
Lilydale High School
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