ANAVI FOKETI

• Handling high volume outbound and inbound phone calls.
• Improved customer payment compliance through negotiating mutually agreeable repayment plans or collecting balance in full.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Adhere to all legislative guidelines including ASIC, ACCC and Privacy Act during all collections activities, ensuring ethical business practices.
• Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
• Used skip tracing and other techniques to locate debtors.
• Assess and respond to financial hardship applications.

• Managing and Administering a Portfolio of end-to-end Total and Permanent Disability (TPD), Income Protection (IP), Death (DTH), Terminal Illness (TI) and Permanent Incapacity (PI) claims with or without insurance cover.
• Accountable for accurate management of own claim portfolio, ensuring compliance with SLAs, and adherence to business rules, life code, SIS Act and Super Code Regulations.
• Assess, analyze, calculate and finalize claim payments in a timely and accurate manner.
• Active engagement of key stakeholders to deliver timely outcomes for customers.
• Liaise with internal and external stakeholders, to ensure timely and quality management of claims.
• Provide exceptional customer service including management of claims, communication and inquiries.
• Receive initial notification of claims, receive inbound calls, make outbound calls and implement action, check policy status, record on system and send claim forms.

• Conducted day-to-day administrative tasks to maintain information files and process paperwork.
• Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
• Enhanced communication between clients and providers through consistent follow-ups and progress updates.
• Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred
• Performed banking, business administration and financial tasks to guarantee five-star service for client
• Analyzed information gathered by investigation and report findings and recommendations.
• Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.

• Working as Customer Relations Manager within the Pre-Legal Department, I am responsible for ensuring that my credit KPIs are achieved through managed accounts, lead generation and credit acquisition
• Working in the Collections Team, specialised in negotiating, collaborating and following up repayments with the debtor in compliance with ASIC regulations
• On a daily basis, I conduct investigative work to locate debtors, assess their situation and provide financial supportive advice and solutions to protect their wellbeing
• During interactions, I utilise my interpersonal communication skills to effectively establish positive rapport and build trust
• In addition to these daily tasks, I am responsible for:

- Making and receiving high-volume outbound/inbound calls

- Handling sensitive information

- Payment processing

- Attend to portfolio/ledger in line with SLAs and prioritise key work queues against key deliverables

- Ensure negotiations/discussions/actions are within relevant

Acts/guidelines – Privacy Act, Australian Consumer Law, NCCP, ASIC Guidelines and Banking Code of Conduct

- Account mapping

- Negotiation of debtor repayment terms according to business policies and financial stability

- Quickly develop the ability to operate a variety of skip tools and demonstrate the ability to think creatively and laterally in the achievement of outcomes

- CRM

- Drafting legally binding agreements

- Administrative duties

• Maintained high volume of calls and met demands of busy and productive group.
• Worked in call centre environment handling manual and automatically dialed outbound calls.
• Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
• Verified compliance with relevant laws, regulations and best practices related to customer account management.
• Achieved performance goals on consistent basis.
• Developed strong relationships with customers to foster timely payments and account resolution.
• Collected on delinquent accounts to reduce overdue balances.
• Negotiated payment plans with customers to prevent accounts from entering collections.
• Analyzed customer financial records to determine appropriate payment plan.
• Worked with customer to create debt repayment plan based on current financial condition.
• Maintained client files with sales contracts, records of client interactions, client notes, and other information.

• Trained and mentored new employees to maximize team performance.
• Kept employees operating productively and working on task to meet business and customer needs.
• Supervised employees and oversaw quality compliance with company standards for food and services.
• Worked closely with team members to schedule breaks and shifts to meet state regulations.
• Consistently exhibited calm demeanour during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
• Adhered to company standards and compliance requirements for operations and cleanliness of areas.
• Exercised composure under pressure and in escalated customer service scenarios.
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
• Planned, organized and monitored resources to deliver efficient use of labor, equipment and materials.
• Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
• Built relationships with customers and managed accounts to drive revenue and profit.

• Worked fast to meet assigned daily picking quotas.
• Pulled orders quickly to maintain demanding productivity goals.
• Followed safety protocols and procedures to minimize workplace accidents.
• Used RF scanners to track orders and verify accuracy.
• Picked and packed order items.
• Kept work areas neat, clean and free from debris.
• Stocked shelves, racks and cases with new or transferred merchandise.
• Maintained tidy and clean work areas to promote optimal productivity and safety standards.
• Replenished items taken from shelves, safely using equipment to lift and organize products.
• Followed orders precisely for correct items, sizes and quantities.
• Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.