Arna Iosefa
Thornhill Park,VIC
Summary
Proven Case Manager with a track record of enhancing customer satisfaction and efficiently resolving complex cases at Toyota Australia. Skilled in problem-solving and relationship building, I have significantly contributed to improving case management processes and client outcomes. Demonstrates strong decision-making and organizational skills, ensuring high levels of efficiency and client satisfaction.
Compassionate Case Manager experienced in environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Knowledgeable Case Manager experienced in coordinating care for individuals. Proactive and resourceful with strong knowledge of community resources. Strong communicator with passion for helping others.
Overview
17
17
years of professional experience
Work History
Case Manager
Toyota Australia (TMCA)
Altona, VIC
07.2024 - Current
- Coordinates end to end case management via all customer channels including inbound/outbound calls, emails, letters and digital including social media and live chat. Make informed decisions and recommends countermeasures, in line with appropriate polices and procedures, in order to ensure timely and efficient case resolution and customer satisfaction. Escalates any complex or serious issues in order to minimise Toyota's risk exposure.
- Accurately inputs information from the customer into Salesforce to establish trends in customer dissatisfaction, information requirements or product concerns in order to provide the business with accurate and timely information
- Continually follow up with the customer the status of any outstanding issues and documents and reports for case resolution.
- Contributes to the implementation and maintenance of agreed customer experience processes and procedures in order to achieve customer experience centre objectives.
- Liaises with key internal and external stakeholders in order to resolve queries and closes cases in a timely and efficient manner.
- Monitors own tasks with respect to compliance with all relevant regulations and statutory requirements in order to minimise Toyota's risk exposure and liabilities.
Escalations Consultant / Case Manager
Medibank Private Ltd
Melbourne, VIC
10.2016 - 07.2024
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, to better understand customers needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on escalate cases and progress.
- Be knowledgeable with company polices and processes to eliminate any risks to Medibanks reputation ethics.
- Calabrate with management for resolutions on complex cases.
- Developed and maintained strong client relationships, ensuring high levels of satisfaction and repeat business.
- Evaluated customer needs and feedback to drive product and service improvements.
- Collected, arranged, and input information into database system.
- 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.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
Customer Service Officer/Administrator - Temp
AMES Australia
Melbourne, VIC
07.2016 - 10.2016
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Reduced response time by managing high call volumes while maintaining a professional demeanour under pressure.
- Educated customers about available services and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
Customer Service Representative - Insurance -Temp
SUNCORP GROUP LTD
Melbourne, VIC
01.2016 - 06.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Participated in training programs to enhance product knowledge and customer service skills.
- Responded to customer requests for products, services, and company information.
- Identified and resolved discrepancies and errors in customer accounts.
Case Manager
Ministry Of Social Development - Work And Income NZ
New Zealand
02.2008 - 11.2015
- Assist unemployed clients in finding employment
- Setting unemployed clients with financial assistance and benefits
- Liaise with employers and educational institution to upskill clients to be work ready
- Prepare and refer client for work experiences and further training
- Provide assistance where is needed
- Review and process grants and claims for necessities
- Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Facilitated successful transitions between levels of care by developing detailed discharge plans and coordinating resources.
- Developed resource directory for clients, simplifying their search for essential services.
- Conducted thorough assessments to identify client needs, laying groundwork for effective case management.
- Facilitated workshops on life skills, contributing to improved self-sufficiency of clients.
- Enhanced public awareness of case management services through community outreach events, increasing access for underserved populations.
- 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.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- 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.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
Education
Business Administration
Eastern Institute of Technology
Napier, New Zealand Associate of Arts - Theological Studies
Agape Theological College
New Zealand02-2014
Skills
- Problem-Solving
- Case Management
- Case Documentation
- Organization and Multitasking
- Relationship Building
- Documentation And Reporting
- Decision-Making
- Patient support
- Case Management Tracking
- Referral Coordination
- Case Needs Assessment
- Needs Assessment
- Recruitment
- Client assessment
- Time Management
- Written and verbal communication
- Teamwork and Collaboration
- Attention to Detail
- Multitasking Abilities
- Active Listening
- Excellent Communication
- Organizational Skills
- Interviewing skills
- Written Communication
Timeline
Case Manager
Toyota Australia (TMCA)
07.2024 - Current
Escalations Consultant / Case Manager
Medibank Private Ltd
10.2016 - 07.2024
Customer Service Officer/Administrator - Temp
AMES Australia
07.2016 - 10.2016
Customer Service Representative - Insurance -Temp
SUNCORP GROUP LTD
01.2016 - 06.2016
Case Manager
Ministry Of Social Development - Work And Income NZ
02.2008 - 11.2015
Business Administration
Eastern Institute of Technology
Associate of Arts - Theological Studies
Agape Theological College