Angelique De Sylva
Clyde North,VIC
Summary
Dynamic customer service professional with over 20 years of experience delivering exceptional support in Retail, finance, insurance, and contact center environments. Expertise in managing complex inquiries through empathetic communication and a solutions-oriented mindset, ensuring customer satisfaction at every touchpoint. Proficient in leveraging CRM systems and digital platforms to enhance customer interactions, streamline processes, and achieve timely resolutions. Recognized for fostering trust with clients, collaborating seamlessly with teams, and adapting swiftly to the evolving demands of fast-paced settings while maintaining a commitment to creating positive experiences that drive organizational growth and customer loyalty.
Overview
2026
2026
years of professional experience
Work History
Claims Officer
Club Marine
Melbourne, VIC
12.2021 - Current
- Facilitated claims submission process in accordance to legislative requirements.
- Managed claim portfolios from initiation to settlement.
- Handled payment transactions efficiently.
- Assigned role of senior specialist claims officer through secondment.
- Demonstrated strong problem-solving skills during critical customer interactions.
- Managed roadside assistance, water emergencies, and salvage operations.
- Managed high caseload efficiently, prioritizing tasks based on urgency and importance to meet deadlines consistently.
- Negotiated fair settlements with policyholders while maintaining positive relationships between the company and clients involved in disputes.
- Minimized fraudulent claims by conducting thorough investigations and collaborating with law enforcement agencies.
- Served as a mentor for junior staff members, offering guidance in navigating difficult situations encountered in the role.
- Reduced claims processing time by streamlining documentation and communication procedures.
- Maintained compliance with regulatory requirements by staying current on industry changes and updating policies accordingly.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
Insurance Customer Service Representative
AAMI
Melbourne, VIC
01.2021 - 12.2021
- 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.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Set up customer payment plans to cover annual policies and renewals.
- Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.
- 3 month secondment in Motor claims
Laboratory Technician / Scientist
Dorevitch
Melbourne, VIC
12.2018 - 01.2021
- Managed efficient handling and processing of incoming specimens.
- Conducted testing of samples across Haematology, Biochemistry, and Microbiology.
- Maintained a high level of accuracy in test results by following strict quality control procedures.
- Cleaned and sterilized tools and equipment to maximize purity of specimens.
- Maintained documentation on tests performed in lab.
Customer Service/ Console Operator / Office Support
Jasbe
Melbourne, VIC
09.2017 - 2020
- Assisted in training new employees, sharing best practices for successful console operation, and promoting a team-oriented work culture.
- Coordinated stock procurement to maintain supply chain efficiency.
- Supervised staff to maintain quality and timely service for Coffee Time
- Maintained food safety standards by adhering to proper storage guidelines for perishable items.
- Greeted customers, promoted specials, and took orders.
- Restocked and rotated stock in display case to mitigate stock loss.
- Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food
Sandwich hand/ All rounder /Barista
Unipark cafe
07.2015 - 01.2018
- Assisted in inventory management, monitoring stock levels, and notifying supervisors when supplies were running low.
- Promoted a culture of continuous improvement within the team through regular feedback on performance metrics and areas for growth.
- Boosted sales through suggestive selling techniques, recommending add-ons or promotional items to customers during their visit.
- Delivered exceptional customer service, addressing inquiries and ensuring prompt resolution of concerns.
- Collaborated with management on employee training initiatives aimed at increasing efficiency while maintaining high standards of quality.
- Maintained food safety standards by adhering to proper storage guidelines for perishable items.
- Greeted guests, promoted specials, and took orders.
- Restocked and rotated stock in display case to mitigate stock loss.
- Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
- Trained team members to prepare sandwiches and other items according to instructions.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
Assistant Manager and Relief Store Manager
Red Rooster
Fountain Gate, Berwick, Hampton Park & Eumemmerring
2008 - 01.2014
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles. Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
Education
Associate of Science - Laboratory Technique
Holmesglen
Melbourne, VICCertificate II and III - Hospitality
Chisholm Institute
Melbourne, VICCertificate IV - Business Administration (Inc Medical Stream)
Chisholm Institute
Melbourne, VICBachelor of Science - Biomedical Science
Federation University
Melbourne, VIC01.2020
Skills
- Excellent interpersonal and presentation skills
- Excellent written and verbal communication skills
- Ability to work under pressure and to deadlines
- Ability to work independently and part of a team
- Motivated and enthusiastic
- Friendly and outgoing personality
- Computer literate
- Quick learner
- Able to prioritise and Able to problem solve
- Good attention to detail
LANGUAGES
English
Native or Bilingual
Creole
Native or Bilingual
Timeline
Claims Officer
Club Marine
12.2021 - Current
Insurance Customer Service Representative
AAMI
01.2021 - 12.2021
Laboratory Technician / Scientist
Dorevitch
12.2018 - 01.2021
Customer Service/ Console Operator / Office Support
Jasbe
09.2017 - 2020
Sandwich hand/ All rounder /Barista
Unipark cafe
07.2015 - 01.2018
Assistant Manager and Relief Store Manager
Red Rooster
2008 - 01.2014
Associate of Science - Laboratory Technique
Holmesglen
Certificate II and III - Hospitality
Chisholm Institute
Certificate IV - Business Administration (Inc Medical Stream)
Chisholm Institute
Bachelor of Science - Biomedical Science
Federation University