Danika Hill
Springfield,QLD
Summary
With over 8 years in customer service, I excel in meeting and surpassing KPIs and ensuring a consistent positive customer experience. A goal-oriented quick learner, I have expertise in administration, sales, and home/motor insurance. Eager to embrace new challenges for personal and professional growth, I bring a track record of adaptability and results-driven performance to any team or organisation.
Overview
8
8
years of professional experience
Work History
Business Support Officer
SEQ Water
Brisbane City, QLD
02.2024 - 12.2024
- Provided administrative support to the team, including preparing and editing documents, scheduling meetings and organizing travel arrangements.
- Maintained filing systems, databases and spreadsheets for tracking project progress, client information and inventory levels.
- Assisted with onboarding new employees by providing orientation materials and ensuring compliance with company policies.
- Receipted invoices for all projects across SEQ.
- Assisting different departments with workload & handling confidential documents regarding medical testing required for employment
APS4 Claims Support Officer
Department Veteran Affairs
07.2023 - 02.2024
- Inbound & Outbound calls to veterans handling general enquiries around their incapacity payments provided to them after discharge from the Australian Defence Force
- Handling set deadlines each week regarding pay cut offs for veterans' pensions, making sure we have set documentation to support their incapacity payments with medical evidence or rehabilitation plans up to date.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Home & contents insurance claims
Sure Insurance
09.2022 - 07.2023
- Handling claims from start-finish in a professional and timely matter
- Making multiple inbound & outbound calls to the insurers, brokers, builders and loss adjusters
- Handling a set portfolio of claims new and existing
- Taking phone lodgments and responding to online lodgments
- Making daily email communications to the insureds, brokers and builders
- Contacting builders and speaking with technicians regarding reports.
Motor Claims Consultant
Auto & General Insurance
04.2022 - 09.2022
- Handling inbound and outbound calls from our Clients / Third party and Third-party insurers
- Generating Proof of Loss documents to send out to Third party and Third-party insurances
- Determining liability
- Handling Financial Hardship calls and filling out required forms regarding
- Handling disputes and complaint calls
- Assessing images / Dash cam footage's and CCTV footage’s
- Handling / assessing Police reports.
Placement Consultant
Max Solutions - Employment agency
12.2020 - 04.2022
- Taking calls from customer who are receiving benefits from Centrelink and providing assistance regarding appointments and job finding enquiries
- My job title in the general enquiries team is to help customers with their payments, updating job plans, provide assistance in looking for work and setting appointments with their placement consultant as a part of their mutual obligations with Centrelink
- I maintain consistent professionalism when speaking to vulnerable customers who are in distress about their current circumstances involving no money, being homeless, extreme medical conditions who are a part of our disability support services.
Customer specialist – Personal Loans
Latitude Financial Services
08.2016 - 03.2020
- 2IC for 6 months in 2019 to guide my team forward whilst assisting a new Team Leader.
- Outbound/Inbound customer calls, assisting customers with any issues and providing solutions
- Provided customers with product and service information.
- Maintained a high level of professionalism with clients and working with team members.
- Handled complaints, provided appropriate solutions and alternatives within the time limits; followed up to ensure resolution.
Education
Springfield Central State High School
12-2015
Skills
- Computer skills (MS office, word, excel, outlook, PowerPoint)
- Outstanding customer service by creating the approachable interaction
- Ability to self-solve, to learn and understand from any mistakes
- Ability to work well under stress while maintaining level of accuracy
- WWC Blue card
- QLD open Driver's license
- 1st Degree Black Belt in Tae-Kwon-Do Instructor since 2017-current
- First Aid Certificate and CPR Certificate
References
• Available upon request.
Timeline
Business Support Officer
SEQ Water
02.2024 - 12.2024
APS4 Claims Support Officer
Department Veteran Affairs
07.2023 - 02.2024
Home & contents insurance claims
Sure Insurance
09.2022 - 07.2023
Motor Claims Consultant
Auto & General Insurance
04.2022 - 09.2022
Placement Consultant
Max Solutions - Employment agency
12.2020 - 04.2022
Customer specialist – Personal Loans
Latitude Financial Services
08.2016 - 03.2020
Springfield Central State High School