Aneka Rauseo
Palmerston
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Insurance industry. Solid team player with positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality and process optimization. Energetic with exemplary passion for developing relationships, cultivating partnerships and growing brand awareness.
Overview
15
15
years of professional experience
Work History
Casual Creche Attendant
F45 Gym
03.2025 - Current
- Provide quality care for children under 10 years old in a group setting of up to 6 children; for the duration of 1hr per fitness session.
- Kept facilities clean, neat and organised.
- Collaborated with team members to improve overall service quality and experience.
- Provided excellent customer service by promptly responding to inquiries and requests made by parents.
- Maintained a clean and safe environment for children through regular inspection and cleaning tasks.
- Developed and maintained strong relationships with the children and their parents to increase loyalty, trust and satisfaction.
- Supported promotional activities, informing parents of upcoming events and special offers.
- Greeted children/parents and offered them assistance.
Case Manager - Workers Compensation
TIO
05.2024 - 12.2024
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- 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.
- Collaborated with mental health professionals to address psychological needs of clients, supporting their holistic recovery.
- Managed crisis situations with empathy and professionalism, ensuring client safety and continuity of care.
- Coordinated with healthcare providers to ensure clients had access to necessary medical services, enhancing their overall well-being.
Domestic Insurance Sales
TIO
11.2009 - 05.2024
- Utilized systems proficiently for customer interactions and recording relevant information accurately for future reference.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Responded to customer calls and emails to answer questions about products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Delivered prompt service to prioritize customer needs.
- Updated account information to maintain customer records.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Maintained up-to-date knowledge of product and service changes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Responded proactively and positively to rapid change.
- Handled customer inquiries and suggestions courteously and professionally.
- Educated customers about billing, payment processing and support policies and procedures.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Tier 2 General Insurance - FNSASIC3 Provide Tier 2 Advice General Insurance
ANZIIF
NT Workers Compensation Act
Case Manager Accreditation
Skills
- Understanding Customer Needs
- Information Security
- Sales Transactions
- Teamwork and Collaboration
- Product Knowledge
- Customer Service
- Sales and Upselling
- Inbound Call Management
- Policies and Procedures Adherence
- Sales closing
- Customer Support
- Computer Proficiency
- Conflict Resolution
- Reliability and punctuality
- Cleanliness and hygiene
- Safety awareness
- Client advocacy
- Attention to detail
- Insurance regulations
- Case management
- Relationship building
- Decision-making
- Conflict resolution
- Emotional awareness
- Ethical judgment
References
F45 Gym, Zuccoli NT
Owner: Renee Mangohig
Ph. 0412 194 603
TIO Workers Compensation
Manager: Gemma Kearney
Ph. 0478 922 216
TIO Insurance Sales
Manager: Taylor Finn
Ph. 0419 094 436
Timeline
Casual Creche Attendant
F45 Gym
03.2025 - Current
Case Manager - Workers Compensation
TIO
05.2024 - 12.2024
Domestic Insurance Sales
TIO
11.2009 - 05.2024
Tier 2 General Insurance - FNSASIC3 Provide Tier 2 Advice General Insurance
ANZIIF
NT Workers Compensation Act
Case Manager Accreditation
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