ALYCE MADDOCKS
Mulgrave
Summary
.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
9
9
years of professional experience
Work History
Car Rental Agent
Alpha Car Hire
01.2017 - 12.2019
- Conducted thorough inspections of vehicles before and after rentals, minimizing damage claims and maintaining fleet quality.
- Managed customer queries efficiently via phone calls or emails, resulting in prompt issue resolution and satisfied clientele.
- Streamlined the rental process with efficient use of car rental software programs and tools.
- Ensured accurate billing processes by reviewing contracts thoroughly prior to finalizing transactions.
- Handled insurance and liability issues by coordinating with insurance companies and managing claims.
- Processed payments accurately using various payment methods like cash credit cards checks ensuring hassle-free transactions for customers.
- Enhanced company revenue by upselling additional services and insurance packages to clients.
- Effectively managed vehicle inventory for timely availability, ensuring a smooth rental process for customers.
- Improved customer satisfaction by providing exceptional service and addressing client concerns promptly.
- Trained new employees on company policies, software usage, sales techniques, and customer service best practices.
Insurance Claims Processor
IAG Insurance
01.2014 - 11.2016
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Evaluated and settled complex insurance claims in strict timeframes.
- Streamlined communication with clients by maintaining comprehensive documentation of all claims-related correspondence.
- Provided ongoing training and support for new hires, contributing significantly to their successful job performance as Insurance Claims Processors.
- Reduced processing time for each claim by utilizing efficient data entry techniques and attention to detail.
- Achieved quick resolution of outstanding issues by conducting thorough follow-ups on pending claims.
- Optimized accuracy in processing financial transactions related to insurance payouts, ensuring proper disbursement of funds.
- Ensured timely payments to policyholders by efficiently managing a high volume of claims.
- Exhibited strong organizational skills in managing multiple tasks simultaneously, resulting in consistently meeting deadlines.
- Identified fraudulent claims through meticulous investigation and analysis of submitted documentation, protecting company resources.
- Maintained strict adherence to industry regulations and internal policies when evaluating coverage eligibility for each claim submission.
- Demonstrated exceptional problem-solving skills while handling challenging cases, leading to satisfactory outcomes for both the company and client.
- Followed up with customers on unresolved issues.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
- Modified, updated and processed existing policies.
Insurance Customer Service Representative
QBE Insurance
04.2011 - 12.2013
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Maintained thorough knowledge of industry trends and product offerings to provide accurate information to clients at all times.
- Managed high-volume call queues, ensuring minimal wait times for customer inquiries.
- Conducted detailed policy reviews to advise customers on optimal coverage options.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
- Modified, updated and processed existing policies.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
Education
High School Diploma -
Mentone Girls Secondary College
Mentone, VICSkills
- Team player mentality
- Reservation management
- Policy comprehension
- Strong multitasking
- Customer service
- Multitasking ability
- Interpersonal skills
Timeline
Car Rental Agent
Alpha Car Hire
01.2017 - 12.2019
Insurance Claims Processor
IAG Insurance
01.2014 - 11.2016
Insurance Customer Service Representative
QBE Insurance
04.2011 - 12.2013
High School Diploma -
Mentone Girls Secondary College
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