Aneta Rostankov
Beverley Park
Summary
An Administration and Customer Service Officer with over 20 years of experience looking to secure a position in the area of Administration/Customer Service where my existing skills can be utilised in the best way possible for achieving the company's goals and at the same time enable further personal and professional development.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Auto & General
10.2023 - 08.2024
- Build rapport and liaise with repairers to get an understanding of the repair status of the vehicle to relay back to customers.
- Assist with a large volume of customers everyday with a positive attitude and focus on customer satisfaction.
- Complete data entry to record call notes, suggestions and questions.
- Address customer complaints and mitigated dissatisfaction by employing timely and on point solutions.
- Resolve complex claims issues, advocating on behalf of clients to ensure positive outcomes.
- Making a large volume of outbound calls to customers to advise of the repair status progress.
Assessing Support Officer
Auto & General
05.2022 - 10.2023
- Collaborate closely with on-site assessors, teams in different locations, and various internal and external stakeholders, including repairers and towing companies, to contribute to improved claims timeliness and reduction in assessment duration.
- Book tows to and from Tow yards, Manheim yards/ agents and repairers as required.
- Convert paper quotes to Audanet and upload required images for assessor to be able to complete assessments.
- Follow up quote and images from tow yards and repairers to expedite the assessment process.
- Ensure a smooth and efficient assessment process thereby reducing claims duration and positively contributing to excellence in excellent customer service delivery.
- Record details of inquiries or complaints to maintain up-to-date records of customer and Repairer interactions.
- Refer unresolved customer grievances to designated departments for further investigation and lodge complaints if required.
- Facilitate rebooking and pathing activities by guiding customers into our Internal Assessment Centres.
- Effectively manage all aspects of repairer services throughout the fulfillment process, which includes emails, administrative duties, and support for assessors.
- Developed strong interpersonal skills through face-to-face interactions with customers at the IAC.
- Proactively manage all administrative activities from booking to assessment authorisation.
Customer Care Consultant
Insurance Australia Group (IAG)
08.2006 - 06.2014
- Provide support, administration and customer service within the Motor Assessing department in both customer facing and back office capacity.
- Handle inbound/outbound calls and voicemails.
- Deal with internal and external customers face to face and over the phone.
- Conduct customer feedback surveys over the phone.
- Process and prepare supplier payments and ensure the information is correct.
- Coordinate the delivery of non-drivable vehicle to assessment centres and repair shops.
- Book vehicle assessments.
- Coordinate the repair process for customers.
Education
Year 12 - Higher School Certificate
Kogarah High School
Skills
- Strong organizational and time-management skills
- Ability to work independently and as part of a team
- Detail-oriented
- Handle multiple tasks simultaneously
- Strong knowledge of the Insurance Industry
- Self Motivated
- Efficient
- Organised
- Customer Service focused
- Problem-solving abilities
Certification
- Statement of Attainment, Modern Office Procedures
- Certificate of Proficiency in Clerical Admin Skills
- Career Start Traineeship in Office Administration
Timeline
Customer Service Officer
Auto & General
10.2023 - 08.2024
Assessing Support Officer
Auto & General
05.2022 - 10.2023
Customer Care Consultant
Insurance Australia Group (IAG)
08.2006 - 06.2014
Year 12 - Higher School Certificate
Kogarah High School
Similar Profiles
Paige O’RourkePaige O’Rourke
Motor Claims Technical Trainer at Auto & GeneralMotor Claims Technical Trainer at Auto & General
Stephanie HarrisonStephanie Harrison
Personal Assistant to the Associate Director at Auto & GeneralPersonal Assistant to the Associate Director at Auto & General
Matthew WilsonMatthew Wilson
Customer Service Officer Motor Assessment at Auto & GeneralCustomer Service Officer Motor Assessment at Auto & General
Tanya LitreTanya Litre
Specialist Claims Consultant at Auto & GeneralSpecialist Claims Consultant at Auto & General
Lucien ReynoldsLucien Reynolds
Junior Soccer/Basketball Coach (Strike and Swish) at BluefitJunior Soccer/Basketball Coach (Strike and Swish) at Bluefit