Akiko Camille Lavapie
Penrith,NSW
Summary
Hardworking and motivated Administrative professional offering excellent communication, customer- focused, planning and prioritization skills demonstrated through 11 years of performance. Skilled at drafting reports and business correspondence, managing mail and updating tracking spreadsheets. Exceptional leadership skills with expertise in streamlining workflow to optimize personnel strengths and deliver results.
Overview
11
11
years of professional experience
Work History
Claims Administrative Officer
QBE Insurance
2023.04 - Current
- Providing Administrative support services to the Large and Complex team for Commercial, Consumer, and Partnerships teams.
- Generates daily statistics and email status report.
- Lodging of New Claims Requests.
- Reconciliation of New Claims and Duplicate Payments Raising, reviewing, and authorizing of payments.
- Liaising with internal and external stakeholders about the claims received and other general administrative tasks.
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Updated reports, managed accounts, and generated reports for company database.
- Created, prepared, and delivered reports to various departments.
- Providing administrative support and assistance to colleagues whenever needed.
- Cultivated strong professional relationships with external stakeholders such as clients, suppliers, partners, or regulatory bodies.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries in the shared mailbox.
Customer Service Team Member
Profiterole Patisserie
2023.02 - 2023.04
- Maintained thorough knowledge of products to provide accurate information to customers, increasing trust in the brand.
- Welcomed and served customers for dinning, deliveries, and take-away.
- Enhanced customer satisfaction by resolving product and service issues promptly and efficiently.
- Mentored new hires by sharing best practices and experiences which resulted in faster onboarding and increased confidence in handling customer interactions.
Project Management Senior Analyst
Accenture Inc
2019.12 - 2022.07
- Oversee the daily Roster Management activities which includes onboarding, staffing change, and offboarding for 3 accounts and 3 team members to ensure delivery of goals within scope and SLA.
- Spearheaded administrative duties with 100% accuracy, including data processing, client data protection compliance, client access provisioning and deprovisioning, monthly charges reconciliation, monthly user access review, and process improvement through workflows.
- Used excellent organizational skills to effectively coordinate with onshore commercial leads, and stakeholders; answer emails, and follow up on backlogs.
- Developed integrated approach to business-driven workforce development through effective marketing, public relations, and communications.
- Ensured provision of an engaging team environment, increasing team morale by 30%.
- Boosted efficiency by 30% through effective peer review and coaching.
- Augmented productivity, maintaining open communication channels between all teams.
Insurance Agent
Prulife UK
2017.01 - 2022.01
- Responded to customer calls swiftly to resolve issues and answer questions.th clients..
- Responded to customer calls swiftly to resolve issues and answer questions
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Approached potential clients by using direct marketing mailings and phone contacts.
- Upsold additional products and services after identifying customer needs and requirements.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
Project Management Senior Analyst
Accenture Inc
2019.03 - 2019.11
- Responsible in Developing, designing, and transcribing the learning materials and trainings for Vitality Project.
- Created and designed at least 75 content outline courses, job aids, and instructional learning modules for the Vitality project's new joiners.
- Learned new skills efficiently and applied them to daily tasks which promoted productivity.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Project Management Associate, Software Quality Assurance Auditor and Business Consultant
Accenture Inc
2013.04 - 2019.03
- Ensured that SQA (Software Quality Assurance) 100% project level compliance through audits.
- Facilitates the meetings between the Technology Solutions Manager and stakeholders to fund the projects within the 30-day SLA
- Enhanced client satisfaction ratings by resolving difficult customer issues through completion.
- Liaised with senior officers for ongoing quality assurance program integrity.
Education
Some College (No Degree) - Financial Planning And Services
Registered Financial Planning
PhilippinesBachelor of Science - Hospitality
University of Santo Tomas
Philippines01.2012
Skills
- Office Management and Administration
- Customer Service
- Administrative Support
- Invoice Processing
- Documentation And Reporting
- Mail Management
- Sharepoint
- Fieldglass
- ManageMyTeam
- Citrix
- Endata
- Guidewire
- Evolve
Languages
English
References
Available upon request
Timeline
Claims Administrative Officer
QBE Insurance
2023.04 - Current
Customer Service Team Member
Profiterole Patisserie
2023.02 - 2023.04
Project Management Senior Analyst
Accenture Inc
2019.12 - 2022.07
Project Management Senior Analyst
Accenture Inc
2019.03 - 2019.11
Insurance Agent
Prulife UK
2017.01 - 2022.01
Project Management Associate, Software Quality Assurance Auditor and Business Consultant
Accenture Inc
2013.04 - 2019.03
Some College (No Degree) - Financial Planning And Services
Registered Financial Planning
Bachelor of Science - Hospitality
University of Santo Tomas
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