Quality Assurance Advisor
Chelsea Biddington
Suncorp Insurance
Kurri Kurri,NSW
Summary
Dynamic insurance professional with a proven track record in claims management and resolution, recognized for conducting thorough investigations and facilitating effective dispute resolutions. Strong team player dedicated to achieving results while adapting to evolving industry needs, with expertise in policy analysis and customer communication. Quality assurance specialist with a solid background in ensuring product integrity and compliance, adept at identifying system inefficiencies and implementing impactful quality control measures. Committed to fostering collaboration within teams and consistently delivering high-quality outcomes through analytical skills, attention to detail, and a focus on continuous improvement.
15
years of professional experience
Work History
Quality Assurance Advisor
1 Year 11 Months- Collaborated with cross-functional teams to identify and resolve policy issues, enhancing overall system performance.
- Completed root cause analysis sessions to determine failure points, implementing corrective actions for continuous improvement.
- Mentored QA team members, fostering skills in testing methodologies and best practices for quality assurance.
- Conducted regular audits to ensure adherence to regulatory requirements and company policies.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or ongoing breaches.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
Claims Advisor
3 Years 3 Months- Obtaining and reviewing medical, financial, investigative and rehabilitation reports to assist in the accurate assessment of individual claims.
- Ensuring legislative compliance timeframes are met in conjunction with ongoing review of medical, financial, investigative and rehabilitation reports.
- Adopting appropriate strategies are observed to resolve claims cost effectively.
- Providing a strong level of customer service to the legislative authority, employers and injured workers through compliance with legislation, timely responses and efficiency in processing
- CTP Claims or personal injury claims experience with a track record for delivering results.
- Ability to demonstrate compassion and empathy for the clients and stakeholders.
- Strong verbal communication skills and the ability to listen, build rapport, communicate complex information and negotiate with a variety of stakeholders.
- Ability to interpret complex information and respond by developing appropriate actions.
- Strong administrative and written skills and the ability to effectively manage all aspects of each claim whilst keeping in the restraints of the NSW legislation.
- Strong commitment and a high degree of integrity to help meet and exceed customer expectations.
- A positive attitude and willingness to contribute to workplace improvement and changes.
- Coordinated communication between clients and internal teams to facilitate timely claim resolutions.
Case Manager
1 Year 6 Months- Managing a portfolio of work-related injury and illness claims.
- Collaborating with stakeholders (injured workers, employers and providers) to deliver personalised claims management strategies that support the achievement of high-quality outcomes.
- Working in accordance with relevant legislative and regulatory requirements and internal policies and procedures.
- Designed and implemented effective service strategies to enhance client-focused interactions.
- An empathetic, resilient, and motivational approach to provide customer centric support.
- A driven professional with highly developed written and verbal communication skills, outstanding organisational and coordination skills.
- Positive attitude and a willingness to learn.
- Strong analytical, problem solving and decision-making skills.
- Strong stakeholder engagement and management.
- Executed strategies focused on achieving measurable results and outcomes.
Retail Assistant
6 Years 8 Months- Always Maintaining an exceptional level of customer service
- Maximising sales opportunities through effective stock management techniques
- Receiving, unpacking and correct placement of stock throughout the store
- Collaborating with fellow staff to achieve the above duties and responsibilities
- Customer and team focused
- Attention to detail abilities
- Answering telephones and transferring calls
- Working in a fast-paced working environment
- Time management/Prioritising
- Handling customer complaints
- Speaking in a polite and professional manner
- Instructing other staff during their shift – delegating jobs and tasks
Crew Member
1 Year 3 Months- Always Maintaining an exceptional level of customer service
- Customer and team focused
- Attention to detail abilities
- Working in a fast-paced working environment
- Time management/Prioritising
- Speaking in a polite and professional manner
- Marinating the cleanliness of the store, e.g. mopping, sweeping, wiping tables, emptying bins etc.
- Preparing food and orders and providing them to customers
Education
Certificate III - Business Administration
Newstep
Skills
Detail-oriented
Analytical thinking
Problem-solving skills
Team collaboration
Quality improvements
Data analysis
Documentation and reporting
Risk management
Internal audits
Establishing and enforcing policy
Relationship building
Regulatory compliance
Technical reporting
Sampling
Non-compliance assessments
Timeline
Quality Assurance Advisor
Suncorp Insurance
07.2024 - 06.2026
Claims Advisor
Suncorp Insurance
04.2021 - 07.2024
Case Manager
Employers Mutual Ltd.
10.2019 - 04.2021
Retail Assistant
Lowes
02.2013 - 10.2019
Crew Member
McDonalds
08.2011 - 11.2012
Newcastle University
Newstep
TAFE
Certificate III from Business Administration