Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Ali Zaib

Gosnells,WA

Summary

Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in claims assessment, resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction. Proven strong organizational and problem-solving skills, and is able to multi-task and handle multiple tasks at once with ease.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Motor Assessing Claims Specialist

RAC WA
07.2022 - Current
  • Checked documentation for accuracy and validity on updated systems
  • Conducted full claim investigations and reported updates and legal actions
  • Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
  • Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
  • Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.

Consultant, Service & Sales

Insurance Australia Group
05.2020 - 06.2022
  • Conducted risk evaluations on claims settlement proposals to encourage sound decision-making regarding settlement offers
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities
  • Training and Development, Obtain and verify information for incoming enquiries
  • Provided technical support and maintenance services for range of computer hardware and software
  • Explained diagnostic findings to customers and outlined repair or service options
  • Ability to multitask and confidently manage multiple technologies at the same time
  • Maintained accurate records of service calls and customer interactions for training and accountability purposes
  • Responded to customer inquiries quickly and professionally to increase satisfaction
  • Maintain the call centre database and update the contact log
  • Provide service by answering customer questions and offering assistance
  • Handle customer complaints under company guidance and seek assistance when needed
  • Experience working towards Key Performance Indicators achieving results, meeting targets and exceeding KPIs
  • Report malfunctioning equipment and software to supervisors
  • Participate in educational opportunities to keep the job knowledge up to date
  • Handle calls with professionalism and courtesy
  • Maintained up-to-date knowledge of product and service changes
  • Followed up with customers about resolved issues to maintain high standards of customer service

Duty Manager

IGA
07.2013 - 05.2020
  • Oversee operations, including cleanliness, maintenance, and efficiency
  • Provide excellent customer service
  • Address complaints and performance issues that may arise while on the job
  • Supervise 30 to 35 staff, including part-time and casual
  • Recruit and train new employees
  • Schedule shifts, regular maintenance, cleaning, and meetings
  • Check in with employees regarding task load, task execution, and job satisfaction
  • Assess and improve processes or policies together with management
  • Manage budgets and analyse accounts and sales figures
  • Forecast future sales, including potential expenses and loss monitor and report on revenue and cash flow
  • Plan and develop merchandising strategies
  • Produce layout plans to maximise customer interests and increase sales
  • Place orders to replenish merchandise
  • Collaborate with buyers, suppliers, and distributors, to negotiate prices, quantities, and time-scales
  • Ensure both security and safety regulations are met
  • Conduct thorough inspections in and around the work area
  • Created positive work environment for employees and delivered exceptional customer service

Education

DIPLOMA OF BUSINESS -

Perth College of Business & Technology

CERT IV IN BUSINESS -

Business Technology Institute of Australia

CERT IV IN HOSPITALITY -

Perth College of Business & Technology

CERT III IN HOSPITALITY -

Perth College of Business & Technology

Skills

  • Customer Service & Call Handling
  • Claims processing
  • Customer Support
  • Problem-Solving
  • Verbal and Written Communication
  • Exceptional Recordkeeping Abilities
  • Corporate Systems
  • Settlement Verification
  • Teamwork and Collaboration
  • Documentation Review
  • Time Management
  • Attention to Detail
  • Organizing and Prioritizing Work
  • Microsoft Office
  • Decision Making
  • Critical Thinking
  • Active Listening
  • Operations Management
  • Excellent communication
  • Data management
  • Claims analysis

Certification

  • WA Driver's License
  • First Aid Certificate
  • Security Operations Certificate
  • Food Safety Certificate

References

  • Nicholas Ball, Team Leader, Claims, RAC WA, 0433993339, nicholas.ball@rac.com.au
  • Pam Eller, Team Leader, Claims, RAC WA, 0439091198, pamela.eller@rac.com.au

Timeline

Motor Assessing Claims Specialist

RAC WA
07.2022 - Current

Consultant, Service & Sales

Insurance Australia Group
05.2020 - 06.2022

Duty Manager

IGA
07.2013 - 05.2020

CERT IV IN BUSINESS -

Business Technology Institute of Australia

CERT III IN HOSPITALITY -

Perth College of Business & Technology

DIPLOMA OF BUSINESS -

Perth College of Business & Technology

CERT IV IN HOSPITALITY -

Perth College of Business & Technology

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