Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Arslan Mirza

Brisbane,QLD

Overview

8
8
years of professional experience

Work History

Client Intake Coordinator

Acacia Connection
Brisbane, QLD
05.2024 - 11.2024
  • Managed inbound and outbound client calls, providing assistance to individuals seeking support from social workers, psychologists, and counselors within the company's Employee Assistance Program (EAP).
  • Coordinated client appointments with clinicians nationwide, utilizing an online calendaring and referral system to ensure seamless scheduling across Australia.
  • Maintained comprehensive and accurate case files, tracking client interactions, services provided, and ensuring records were up-to-date.
  • Assessed client inquiries to understand their needs, directing them to the appropriate department when necessary for specialized support.
  • Delivered prompt and efficient service, consistently meeting deadlines and ensuring that services were provided in a timely manner.
  • Managed high-priority or crisis situations, providing immediate support and coordinating rapid referrals to clinicians when clients required urgent intervention.

Claims Management Officer

RACQ
Brisbane, QLD
08.2022 - 11.2023
  • Managed inbound and outbound calls with RACQ members regarding household claims, primarily focusing on those impacted by the February 2022 Queensland floods, and other natural hazards.
  • Independently managed a portfolio of household insurance claims throughout their lifecycle, from assessing the claims decision to organizing settlements, coordinating with builders, and managing invoices for services rendered.
  • Analyzed and interpreted builders' and engineers' reports to assess property damage, ensuring a thorough and accurate investigation of claims to determine fair outcomes.
  • Communicated sensitive information with empathy and professionalism to members in vulnerable situations, ensuring clear explanations of claim decisions and next steps following property damage caused by natural disasters.
  • Played a pivotal role in assisting members impacted by the 2022 Queensland floods by facilitating access to temporary accommodation and emergency relief payments, offering timely support during a challenging period.
  • Developed strong problem-solving and decision-making skills, ensuring that claims were handled fairly and efficiently, while providing excellent customer service to those affected by significant life disruptions.

Compliance Officer

Services Australia
Brisbane, QLD
03.2021 - 07.2022
  • A mixture of telephony and administrative work. Initially focused on overpayment investigations, conducting thorough research and analysis to identify and resolve discrepancies in payment records, ensuring accurate financial transactions, and compliance with relevant guidelines.
  • Provided critical support for the Queensland Disaster Relief payment program, helping individuals and families impacted by the South East Queensland 2022 floods, ensuring timely and accurate processing of claims.
  • Assisted in the disbursement of COVID-19 payments for individuals unable to work due to pandemic-related restrictions, ensuring quick and efficient access to government relief.
  • Played a key role in assisting the public with accessing immunization records during the peak of the COVID-19 pandemic, ensuring that individuals received the necessary documentation for travel, work, and health compliance.
  • Worked within a team that took over a new project in the COVID immunisation space and participated in discussions revolved around creating new procedures.
  • Assessed client inquiries with a focus on urgency and accuracy, prioritizing and resolving issues efficiently, while ensuring timely resolutions whenever possible.
  • Demonstrated flexibility and proactive problem-solving by quickly pivoting between different projects and responsibilities, ensuring that evolving company needs were met without compromising on service quality, or operational efficiency.
  • Managed and processed Medicare compensation recovery claims, ensuring accurate evaluation and timely resolution of claims in accordance with company guidelines and regulatory requirement

Customer Service Officer

Concentrix
Brisbane, QLD
03.2020 - 03.2021
  • Provided inbound telephony support to members of the public, primarily assisting with family and parenting payments, and addressing a wide range of Centrelink-related inquiries and issues.
  • Assisted clients in resolving income support payment issues, ensuring timely payments, and minimizing financial stress for families and individuals relying on government assistance.
  • Demonstrated empathy and professionalism while helping members navigate sensitive situations, such as organizing urgent payments for critical needs, like funeral expenses or other hardship-related circumstances.
  • Worked collaboratively with internal teams and other departments to resolve complex payment issues, ensuring clients received accurate information, and the appropriate support.
  • Developed a strong understanding of Centrelink’s policies and procedures, offering clients clear guidance on eligibility and entitlements, while adhering to government regulations and privacy standards.

Crew Trainer

Red Rooster
Brisbane, QLD
09.2016 - 11.2018
  • Delivered comprehensive training to new crew members in food preparation and customer-facing roles, ensuring they were equipped with the skills and knowledge to excel in a fast-paced environment.
  • Fostered a positive, collaborative team culture by promoting strong communication and teamwork, driving high performance across both front-of-house and back-of-house operations.
  • Managed and maintained strict health and safety standards, ensuring compliance with food safety regulations and company protocols, to create a safe working environment for all staff.
  • Managed customer-facing duties, including order taking, customer service, and resolving inquiries, while simultaneously overseeing food preparation, stock management, and inventory control.

Education

High School Diploma -

Calamvale Community College
Brisbane, QLD
11-2016

Diploma of Business -

Calamvale Community College
Brisbane QLD
11-2016

Skills

  • Customer Service
  • Administrative Work
  • Data Entry
  • Technical Proficiency
  • Problem Solving

Languages

English
Native/ Bilingual
Hindi
Native/ Bilingual
Urdu
Native/ Bilingual

References

  • Ayman Ali - Team Manager, RACQ - 0473 032 944 - a93ali@gmail.com
  • Rebecca Halligan - Team Manager, Acacia Connection - 0424 793 453
  • Natacha Mirza - Brisbane City Council - 0405 389 086

Timeline

Client Intake Coordinator

Acacia Connection
05.2024 - 11.2024

Claims Management Officer

RACQ
08.2022 - 11.2023

Compliance Officer

Services Australia
03.2021 - 07.2022

Customer Service Officer

Concentrix
03.2020 - 03.2021

Crew Trainer

Red Rooster
09.2016 - 11.2018

High School Diploma -

Calamvale Community College

Diploma of Business -

Calamvale Community College

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Arslan Mirza