Arslan Mirza

• Inbound and outbound calls to and from members with current household claims in the event & natural hazard space, mainly focusing on members impacted by the February floods in 2022. Managing my own portfolio of household claims through their entire lifecycle, including making the claims decision, organising settlement, liaising with builders and managing invoices.

• Mixture of telephony and admin work. Started in overpayment investigations later on transitioning to many different roles to help with things such as, COVID-19 emergency payments, QLD disaster relief payments, issuing COVID-19 vaccination certificates and Medicare compensation recovery claims.

Inbound telephony customer service officer working in the families and parenting department of Services Australia Centrelink through a contractor.

• Delivered in-depth training to new crew members in food preparation and customer-facing roles to promote strong team performance as well as completing my general tasks.