Akata Huynh
Blacktown,Australia
Summary
Organized person that builds positive rapport, inspires trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Agile and adaptable with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction. Results-driven team player accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management. Working knowledge of optimal practices and safety behaviour's for warehousing.
Professional with deep expertise in claims management, prepared to excel in this role. Known for strong analytical skills, effective problem-solving, and thorough understanding of insurance policies and regulations. Team-oriented and results-driven, flexible in adapting to changing priorities. Recognized for exceptional communication, negotiation abilities, and focus on delivering high-quality outcomes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care/Claims Consultant
AIA Australia
10.2022 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism, Answering customer questions and addressing their concerns.- 40-50 calls per day
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
- Collaborated with cross-functional teams to identify areas for improvement in customer service processes.
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Resolved complex customer issues, ensuring a positive and efficient experience.
- Demonstrated empathy towards customers'' needs while simultaneously adhering to company policies and guidelines.
- Analyzed feedback from customers to identify trends and make necessary improvements within the department.
- Participated in regular training sessions to enhance understanding of new products or services offered by the company.
- Navigated multiple computer systems and applications to find information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exceeded performance targets consistently while maintaining exceptional levels of customer service quality.
- Reduced claim processing time by streamlining workflows and implementing efficient practices.
- Balanced workload effectively, prioritizing tasks to ensure timely completion of all claim-related responsibilities.
- Maintained strong relationships with clients, fostering trust and loyalty through excellent communication skills.
Team Leader/Complaints
Healthcare Logistics
10.2021 - 10.2022
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns
- Tracked, monitored and worked with stakeholders to address issues identified through root cause analysis
- Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures
- Assisted with complaint gap analyses and risk assessments
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change
- Investigated and resolved customer inquiries and complaints quickly
- Maintained up-to-date knowledge of product and service changes
- Trained new personnel regarding company operations, policies and services
- Trained staff on operating procedures and company services
- Cross-trained and provided back up for customer service managers
- Carefully reviewed all documents and reports for completeness and accuracy
- Provided support for document controls and worked with contract documents
- Monitored due dates and deadlines and worked to submit all documents on time or early
- Checked accuracy and completeness of documents to identify deficiencies and recommend corrective actions
- Corresponded with clients through email, telephone, or postal mail
- Processed customer invoices when requested
Team Leader
Healthcare Logistics
09.2014 - 02.2021
- Mentored and guided employees to foster proper completion of assigned duties
- Conducted training and mentored team members to promote productivity, accuracy and commitment to great service
- Worked with Quality Assurance to create prototypes of new designs and training materials
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Implemented new working processes to deliver multiple improvements
- Initiated timely response to emails, voicemails and written correspondence
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions
- Resolved customer service issues by finding immediate solutions
- Identified and corrected deficient performance and behaviours to achieve maximum productivity
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines
- Identified and resolved unauthorized, unsafe or ineffective practices
- Investigated and resolved departmental nonconformances
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
Retail Assistant
Cotton On
12.2012 - 09.2014
- 2 years' experience Face to face customer service role
- Maintained tidy and organized store environment to comply with cleanliness standards
- Greeted customers, helped locate merchandise, and suggested suitable options
- Stocked merchandise, clearly labelling items, and arranging according to size or colour
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance
- Balanced and organized cash register by handling cash, counting change, and storing coupons
- Processed customer returns to manage smooth refunds and exchanges following store procedures
- Worked closely with shift manager to solve problems and handle customer concerns
- Answered incoming calls and emails to provide product information, features and benefits
- Answered customer questions about products and services, helped locate merchandise, and promoted key items
- Listened to customer needs and desires to identify and recommend optimal products
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
- Used in-store system to locate inventory and place special orders for customers
- Assisted customers with prompt and polite support in-person and via telephone
Education
High School Diploma -
Catherine McAuley High School
Westmead, NSW09.2008
Skills
- Analytical Thinking, Multitasking and organization
- Excellent Verbal and Written Communication, Attention to Detail
- Overseeing Daily Activities
- Teamwork and Collaboration
- Staff Training
- SOP Adherence
- Superuser SAP Orion, L400 Systems
- People Management, Communications Strategies and Complex Problem-Solving
- De-Escalating Conflicts
- Cultural Awareness
- Claims analysis/Investigation
- Policy interpretation
- Call center experience
- Complaint handling/Resolution
Certification
- First Aid
- Certificate of Successful Completion in GMP Internal Audits (CBE 101 V3)
Timeline
Customer Care/Claims Consultant
AIA Australia
10.2022 - Current
Team Leader/Complaints
Healthcare Logistics
10.2021 - 10.2022
Team Leader
Healthcare Logistics
09.2014 - 02.2021
Retail Assistant
Cotton On
12.2012 - 09.2014
High School Diploma -
Catherine McAuley High School
Similar Profiles
Kristen Lennis-HarveyKristen Lennis-Harvey
General Manager – Bancassurance & Partnerships at AIA AustraliaGeneral Manager – Bancassurance & Partnerships at AIA Australia
Anna PolaAnna Pola
HR People Advisor at AIA AustraliaHR People Advisor at AIA Australia
KARAN JURANIKARAN JURANI
Claims Manager at AIA AustraliaClaims Manager at AIA Australia