DIANA NANAI
Marsden,Australia
Summary
A highly experienced and versatile professional with over 20 years of proven expertise across multiple business functions including warehousing, customer service, accounts payable, underwriting, recoveries, claims handling, and front desk administration. Adept at managing high-volume tasks efficiently while maintaining a strong focus on accuracy and customer satisfaction. Known for strong organizational abilities, attention to detail, and a collaborative approach to team environments. Experienced in high-pressure roles requiring multitasking and the ability to adapt quickly to new systems and processes, with a strong foundation in both administrative and operational support across diverse industries.
Overview
21
21
years of professional experience
Work History
Storeperson
DHL Supply Chain
06.2023 - Current
- Picking and packing orders
- Processing both outbound & inbounding orders
- Assist with doing risk assessment when required
- Performing put away in designated locations
- Operating handheld technology such as RF scanners
- Using SAP to print and check data
- Ensure the accuracy and integrity of all incoming & outgoing orders
- Following client SOPs to meet customer expectations and minimise stock damage
- Support the operation in stocktakes as required
- Ensure that the work area is clean and tidy
- Adherence to DHL safety policies & procedures including hazard awareness.
- Raising hazards & incidents reporting on Logics and Smart Ops
- Conducting weekly Gemba walk on site
Claims Management Officer
RACQ
08.2023 - 10.2023
- Answering multiple calls throughout the day, assisting all callers with a professional and empathetic mindset.
- Assist customers in a time of need with empathy and kindness. Providing support and advice.
- Discuss and negotiate settlement options, articulating outcomes clearly and honesty. Ensuring all callers understand fully and agree next steps.
- Apply and interpret product disclosure statements to determine claims acceptance.
- Apply and interpret process documents to ensure transparency, consistency, and compliance.
- Make claims decisions accurately and efficiently, considering the circumstances of each claim and coming to confident conclusions.
- Actively participate in coaching and training to upskill and build capability within yourself and your team.
- Proactively manage claims (end to end). Completing all actions, every time, to deliver the best service.
- Interact professionally with multiple stakeholders internally and externally. Being always considerate of others all the time.
Complaints & Reporting
RACQ
07.2023 - 08.2023
- Reviewing complaints and identifying whether complaints are coded correctly.
- Investigate claims & identifying how much it cost RACQ to resolve a complaint.
- Identifying whether remediation is applied correctly to each complaint.
Claims Management Officer
RACQ
03.2023 - 06.2023
- Answering multiple calls throughout the day, assisting all callers with a professional and empathetic mindset.
- Assist customers in a time of need with empathy and kindness. Providing support and advice.
- Discuss and negotiate settlement options, articulating outcomes clearly and honesty. Ensuring all callers understand fully and agree next steps.
- Apply and interpret product disclosure statements to determine claims acceptance.
- Apply and interpret process documents to ensure transparency, consistency, and compliance.
- Make claims decisions accurately and efficiently, considering the circumstances of each claim and coming to confident conclusions.
- Actively participate in coaching and training to upskill and build capability within yourself and your team.
- Proactively manage claims (end to end). Completing all actions, every time, to deliver the best service.
- Interact professionally with multiple stakeholders internally and externally. Being always considerate of others all the time.
Contractor
Australia Post
07.2022 - 01.2023
- Delivering door to door courier services to customers.
Night Manager
Scenic Hotel Marlborough
07.2021 - 06.2022
- Reception
- Answering the telephone, telephone enquiries
- Serving customers
- Create reservation for walk in customers or by phone.
- Cash handling
- Posting daily sales, tips & refunds into RMS
- Prepare room service
- Management account processing
- End of shift cash balancing
- Run end of the day
- Assist with other departments.
Administration Assistant / Creditors
Harvey Norman
01.2018 - 04.2021
- Telephone enquiries: all incoming phone calls
- Ensure stock adjustment & refunds reconciliation for all departments is balanced daily.
- Processing finance payments (GEM & Genoapay finances)
- Daily journals reconciliation for month end processing
- Filing all creditors processing (invoice, finances, epay, banking, stock reconciliations etc.
- Prepare floats ready for all departments for the next business day
- Prepare & approved banking daily in POS.
- Assist admin manager in stock take processing.
- Processing all inter company payments at the end of every month.
- Accurately process daily inwards good documentation, including reconciliation against supplier invoice & journaling cost recover & foreign exchange variance.
- Reconcile international supplier invoices and coordinate approval & payments.
- Reconcile inventory & accounts, utilising analytical and problem-solving skills.
- Liaise with all store operation managers in following up credit notes for credit claim outstanding on credit claim reports weekly
- Reconcile epay reconciliation weekly and liaise with proprietor for any queries.
- Filing & checking manual continuity & run sheets daily.
- Reconciliation of consignment stock recs
- Completion of theoretical reports for month end processing
- Ensure all delivery dockets received from the warehouse to invoice purchases, check for accuracy & completion of goods receipted are match.
- Ensure all stock received in store for electrical small appliances & furniture & bedding are receipted in POS and check all stock received against purchase order are correct.
- Prepare month end reports making sure they are all balance.
- Preparing month-end reports monthly for the administration manager.
Accounts Payable Executive
Digicel Samoa Ltd
12.2012 - 06.2017
- Ensure invoices are processed within the agreed timeline both local & overseas suppliers.
- Ensure accuracy of posting in terms of suppliers, currency, amounts, GL codes & managers approval ensure payment run is on time.
- Ensure all payments are made within agreed credit terms & no accounts overdue without management approval.
- Ensure list of all critical suppliers to be agreed & ensure that they are prioritised.
- Ensure that the purchase to pay process fully implemented from raising a requisition to filing a invoice.
- Ensure filing is up to date and in a systematic way.
- Build retaliation with suppliers and ensuring that their issues are managed in a professional & efficient manner.
- Monthly reconciliation for top 30 suppliers between aged trial balances
- Sub ledger & supplier statements
- Ensure the accounts payable sub ledger is reconciled to the general ledger at month end & submitted to the accounts payable manager with supporting documentation.
- Liaise with local suppliers in uplifting their monthly site rent from the office.
- Liaise with the marketing & promotion team with their reconciliation of their cash payment voucher for all promotions on the last day of each promotion.
Insurance Officer Customer Service Officer
National Pacific Insurance
06.2004 - 12.2012
- Receptionist & telephone enquiries
- Filing
- Cashier & banking
- Serving customers
- Processing of all new business, endorsements & cancellations
- Preparing quotation
- Preparing tax invoices
- Processing claims for house, contents, personal effects, motor
- Prepare monthly reports to country manager underwriting & commercial risk renewals – 2011
- Preparing insurance renewal advice to customers
- Negotiations & discussions of commercial insurance renewals
- Processing of reinsurance
- Preparing renewal insurance advise to brokers
- Recovering officer – 2012
- Obtain & locate third parties.
- Liaise with police in locating third parties and follow up police reports
- Recovery negotiation discussion & signed third party agreement
- Follow up recovery payments.
- Follow up legal files & referrals to NPI lawyers
- Preparing monthly reports to country manager —
Education
Pacific Senior School Certificate - undefined
Catholic Senior School
Apia, Samoa01.2014
Certificate IV - Services - General Insurance
Australia & NZ Institute of Insurance & Financial Services
Melbourne, Australia01.2011
Diploma Certificate - undefined
Samoa Polytechnic
Apia, Samoa01.2001
School Certificate - undefined
Chanel College
Apia, Samoa01.1998
Year 11 Certificate - undefined
Maluafo College
Apia, Samoa01.1997
Year 8 Certificate - undefined
Vaivase Primary School
Apia, Samoa01.1994
Skills
- Microsoft Dynamics – Great Plains
- Workplace, Infinity POS, NIMS, POS
- Claims Centre, Connect, Genesys and SAP, Logics and Smart Ops
- Microsoft Office Word, Excel, Outlook & PowerPoint & Publisher
- Warehousing experience, customer services skills, accounts payable, underwriting, recoveries, handling claims, reception & administration skills
AWARDS
Employee of the Month for May 2025, WHS Safety Committee Training Certificate, Certified Supply Chain Specialist - Foundation Courses, Employee of the Month for November 2024, Certificate of NZRC - Essential First Aid 2021, Certificate of Competency - HSR Stage 1 Face to Face Training 2021, Certificate of Customer Service Training, Small Business Enterprises, Certificate of Certified Insurance Professionals, CIP, ANZIIF, Melbourne Australia, 2011, Certificate IV in Financial Services, General Insurance, ANZIIF, Melbourne Australia, 2011, Certificate of ASIC RG 146 Tier General Insurance, Personal Accident & Sickness Compliance, ANZIIF, Melbourne Australia, 2011, Certificate for Making the Most Out of Mediation, Samoa Chamber of Commerce, 2012, Certificate of Microsoft Excel Intermediate, DATEC, 2006, Diploma in Business & Tourism, Samoa Polytechnic, Samoa 2000 - 2002, Certificate of Microsoft Excel Intermediate, DATEC, 2006, Pacific Senior School Certificate, Catholic Senior School, Samoa 1999, School Certificate, Chanel College, Samoa 1998, Year 11 National Certificate, Maluafo College, Samoa 1995 - 1997, Year 8 Certificate, Vaivase Primary School, Samoa 1987 - 1994
Timeline
Claims Management Officer
RACQ
08.2023 - 10.2023
Complaints & Reporting
RACQ
07.2023 - 08.2023
Storeperson
DHL Supply Chain
06.2023 - Current
Claims Management Officer
RACQ
03.2023 - 06.2023
Contractor
Australia Post
07.2022 - 01.2023
Night Manager
Scenic Hotel Marlborough
07.2021 - 06.2022
Administration Assistant / Creditors
Harvey Norman
01.2018 - 04.2021
Accounts Payable Executive
Digicel Samoa Ltd
12.2012 - 06.2017
Insurance Officer Customer Service Officer
National Pacific Insurance
06.2004 - 12.2012
Pacific Senior School Certificate - undefined
Catholic Senior School
Certificate IV - Services - General Insurance
Australia & NZ Institute of Insurance & Financial Services
Diploma Certificate - undefined
Samoa Polytechnic
School Certificate - undefined
Chanel College
Year 11 Certificate - undefined
Maluafo College
Year 8 Certificate - undefined
Vaivase Primary School