Anna Cotton
Brisbane
Summary
A relationship focused, administrative professional; acknowledged for engaging communication skills, a quality focus and an analytical and logical approach to resolving problems. Achieves results when providing operational support, executing administrative processes, and supporting key internal and external stakeholders. Adaptable to changing environments complimented by strong organisational and time management skills - dependably delivers outcomes in fast paced environments. Adaptable, reliable, and responsible, acknowledged for inherent strengths in interpersonal communication complimented by a self-motivated, dedicated approach.
Overview
13
13
years of professional experience
Work History
Insurance Claims Manager
QSuper
09.2020 - Current
- Company Overview: Working for QInsure (QSuper's Insurance branch), I was responsible for ensuring the timely payment of Income Protection Benefits to thousands of our eligible members weekly
- Managing a complex portfolio of approximately fifty claims in a timely manner within the policy framework and guidelines
- Working collaboratively with members, employers, health care professionals and other key stakeholders to obtain information, provide claim updates, create collaborative action plans, and provide verbal and written decisions while maintaining confidentiality and privacy
- Implementing proactive claims management strategies to assist the member returning to work
- In-depth case assessments for the benefit entitlement by reviewing contractual, medical, functional, and occupational information and development ongoing strategies for continual assessments
- Prioritise work items to meet member service expectations and QSuper best practice guidelines
- Working for QInsure (QSuper's Insurance branch), I was responsible for ensuring the timely payment of Income Protection Benefits to thousands of our eligible members weekly
Member Education Officer
QSuper
03.2023 - 03.2024
- Working with relationship managers and stakeholder employers such as Queensland Government (Queensland Police, Queensland Education, Queensland Health and Corrections) to reach out to QSuper members statewide to educate and connect with their superannuation.
- Creating and preparing content for presentations and seminars as a superannuation and insurance subject matter expert.
- Delivering presentations on a variety of topics around superannuation, financial wellness and retirement preparation and planning.
Member Solutions Officer; Member Relationships Officer
QSuper
06.2017 - 09.2020
- Providing accurate and expert technical information to QSuper members who contacted the fund via multiple mediums including telephone, social media, and email
- Demonstrated a high level of problem-solving ability through strong knowledge and understanding of QSuper products, the superannuation industry and legislation
- Used relevant legislation daily to identify, research and communicate complex super-industry related enquiries, and provide appropriate solutions when required
- Joined the specialist Member Relationship team to make direct outbound contact to members for campaigns
- Primary functions included receipting and application of deposits, reviewing reports daily to identify and contact members to discuss the work test declaration, downsizer contributions, and the ATO's SuperStream
English Teacher
Cours De Langues
01.2012 - 08.2016
- Taught elementary to conversational English to a diverse demographic of students while living in Bangkok
- Administered assessments and standardised tests to evaluate student progress
- Set class objectives and monitored daily progress and performance
- Prepared and implemented lesson plans covering course topics
- Liaised with parents regarding students progress in classes
Customer Care Consultant
RemServ Remuneration Services
01.2012 - 08.2016
- Highly customer focused role providing professional service and education to customers from multiple organisational structures
- Resolved problems, overcame customer resistance, and maintained records
- Showcased commitment, dedication and professionalism and facilitated genuine customer relationship improvements
- Maintained customer relationships by ensuring all issues were identified and resolved in a judicious and empathic manner
- Ensured that the correct information was communicated to customers by identifying, interpreting and articulating legislative and company-specific content
- Communicated complex salary packaging information in a precise manner by employing active communication strategies
- Applied my strong knowledge of customer trends, innovations and best practices to maximise positive results
- Ensured accurate and timely records were maintained by performing concise data entry functions within all pre-determined timeframes
- Achieved all key performance indicators as well as receiving consistent, strong feedback from customers
Public Relations Internship
Bellissimo Coffee
01.2012 - 12.2012
- Company Overview: Work Integrated Learning
- Juggled multi-faceted tasks energetically and capably - from developing press releases to supporting community projects and maintaining the social media presence
- Created, developed and disseminated media releases in a targeted manner to ensure optimum exposure in a highly competitive market place
- Maintained social media sites including Facebook, Twitter and Instagram allowing the business to increase its social media presence
- Contributed to the 'Beautiful Future' project - dedicated to improving the quality of life for people in coffee growing communities
- Structured the crisis management plan
- Encouraged and contributed to resource and information sharing and participated in staff meetings in a positive manner
- Represented the business at community events in accordance to company expectations
- Work Integrated Learning
Education
Master of Human Resource Management - HRM, Management Consulting, Advanced Recruitment and Selection, Human Resource Strategy
01.2013
Bachelor of Communication - Public Relations, Spanish
Griffith University
01.2012
Certificate III - Business Administration
Axiom College
01.2009
Skills
- Administrative Functions
- Business Process Improver
- Corporate Communications
- Customer Focused
- Database Management
- Human Resources
- Operational Management
- Relationship Management
- Research and Analysis
- Social Media Management
- Workflow Management
- Public Speaking and Presentations
Timeline
Member Education Officer
QSuper
03.2023 - 03.2024
Insurance Claims Manager
QSuper
09.2020 - Current
Member Solutions Officer; Member Relationships Officer
QSuper
06.2017 - 09.2020
English Teacher
Cours De Langues
01.2012 - 08.2016
Customer Care Consultant
RemServ Remuneration Services
01.2012 - 08.2016
Public Relations Internship
Bellissimo Coffee
01.2012 - 12.2012
Bachelor of Communication - Public Relations, Spanish
Griffith University
Certificate III - Business Administration
Axiom College
Master of Human Resource Management - HRM, Management Consulting, Advanced Recruitment and Selection, Human Resource Strategy
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