Summary
Overview
Work History
Education
Skills
Customer Testimonials
References
Timeline
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Elicia Tocchet

Mascot,NSW

Summary

I am quick learning, compassionate and accomplished Case Manager adept at handling high caseloads without sacrificing quality of care and accustomed to treating diverse patient needs while managing dynamic conditions. I am a collaborative professional possessing excellent clinical knowledge and judgment combined with strong documentation and problem-solving abilities. Well-versed in managing claims and operates exceptionally well in high-pressure environments.

Overview

12
12
years of professional experience

Work History

Case Manager

EML
11.2021 - Current
  • Collaborated with medical professionals to coordinate treatment plans for clients.
  • Transitioned clients to different providers based on progress or needs.
  • Provided crisis intervention support for clients in emergency situations.
  • Adhered to ethical principles and standards to protect clients' confidential information.
  • Maintained up-to-date case records with case activity status.
  • Linked clients with social services, health care providers and governmental agencies to help claim or reclaim individual autonomy.
  • Maintained accurate case records and documentation according to agency guidelines.
  • Assessed injured workers' medical records and reports to determine eligibility for benefits.
  • Communicated regularly with claimants about their rights and possible options available to them.
  • Maintained detailed case files documenting all pertinent information related to the claim.
  • Investigated fraud allegations involving potential overpayment or misuse of funds.
  • Conducted investigations into workplace accidents, determining cause and liability.
  • Coordinated medical care for injured workers including referrals for specialist services.
  • Assisted in the development of new coming employees including coaching and buddy system
  • Acted as Out of office for my Team Leader when on leave
  • Dispute resolution and response
  • Collated team data and results and relayed them to the team and coached in areas of KRA's
  • Consistently and effectively managed claims portfolio of 60+ claims
  • Positively assisted injured workers in recovery and return to work

Customer Care Advisor

CAPITAL S.M.A.R.T REPAIRS
04.2019 - 11.2021
  • Managing fleet vehicles from beginning to end for claims
  • Arranging tows and emergency breakdowns for customers
  • Inbound and outbound claim management
  • Liaising with suppliers (e.g repairers, towing company, leasing companies, insurance companies etc)
  • Lodging claims on behalf of the client with the insurance company
  • Scheduling repair dates and tracking the progress of repairs
  • Specialised in Hail damage claims from the December 2018 Hailstorms
  • Over the phone customer service

Customer Service Representative Managing NSW & ACT Claims

PRIMAR GROUP
04.2018 - 04.2019
  • Managing fleet vehicles from beginning to end for claims
  • Arranging tows and emergency breakdowns for customers
  • Inbound and outbound claim management
  • Liaising with suppliers (e.g repairers, towing company, leasing companies, insurance companies etc)
  • Lodging claims on behalf of the client with the insurance company
  • Scheduling repair dates and tracking the progress of repairs
  • Specialised in Hail damage claims from the December 2018 Hailstorms
  • Over the phone customer service

Customer Care Advisor

CAPITAL S.M.A.R.T REPAIRS
05.2017 - 04.2018
  • General reception duties; receiving and making phone calls, setting appointments
  • Face to face and over the phone customer service
  • Data entry into insurance Guidewire
  • General office admin and office upkeep
  • Liaise with colleagues, management and clients regarding their car repairs
  • Maintaining a positive relationship with SMART partners
  • Scheduling repair dates and tracking the progress of repairs
  • Arrange with management and customers to have part fittings
  • Liaise with insurer regarding claims and hire cars

Senior Events Co-ordinator

DOLTONE HOUSE SYDNEY
01.2016 - 05.2017
  • Liaise with colleagues and clients to complete events or update events
  • Speak directly with clients to update event details and complete menu details and event orders
  • Answer customer enquiries through email or over the phone
  • Multitask when speaking with customers by looking at their accounts or upcoming events and being able to make updates as the client advises of them over the phone
  • Maintain records of event aspects, including financial details.
  • Conduct post-event evaluations to determine how future events could be improved.
  • Working as part of a team and reaching set targets, individual and team targets
  • Liaising with chefs, operations and client to ensure all events are successfully executed
  • Invoice Clients and chase payments
  • Meet and greet with clients

Sales and Events Specialist

SYDNEY PRINCESS CRUISES
04.2013 - 04.2015
  • Plan and develop suitable cruises, agendas, budgets, and services according to customer requirements
  • Maintain records of event aspects, including financial details
  • Conduct post-event evaluations to determine how future events could be improved
  • Cold call to various businesses to source new cliental
  • Liaising with the client to organise an event specific to their requirements and budget
  • Listen to and resolve customer complaints regarding services or personnel
  • Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business

Customer Service & Sales Consultant

AAMI INSURANCE COMPANY SYDNEY AUSTRALIA
11.2011 - 04.2013
  • Sell various types of insurance policies to businesses and individuals on behalf of AAMI insurance, including automobile, fire, property and contents insurance.
  • Explain features, advantages and disadvantages of various policies to promote sale of insurance plans.
  • Calculate premiums and establish payment method.
  • Working as part of a team and reaching set targets, individual and team targets

Education

High School Certificate -

TLSC THE ENTRANCE CAMPUS NEW SOUTH WALES AUSTRALIA
11.2010

Skills

  • Experience in the Events industry
  • Experience in the Hospitality industry
  • Experience in the Insurance industry (Automotive and Workers Insurance)
  • Proven ability to plan events from 10pax – 350pax
  • Proven ability to manage claims portfolio of 60 claims
  • Follow direction and able to listen to needs and wants from clients
  • Proven ability to create successful events for various needs – Corporate, Birthdays, Christenings and Weddings etc
  • Proven ability to coach and motivate colleagues
  • Exemplary customer service skills and experience
  • High level of professionalism and integrity, with a demonstrated commitment and respect for confidentiality
  • Strong administrative skills complemented by outstanding coordination and organisational skills with the drive to display initiative in the workplace
  • Experienced in the use of all general office equipment
  • Strong computer skills – Fluent in Internet, Salesforce, Rezdy, Protect, CRM, APEX Planner, Events Perfect, Ungerboeck, Guidewire, ESS, Key 2 Key, Email and MS Office suite
  • Strong ability to manage relationships with clients, colleagues and management
  • High standard of communication skills both written and verbal
  • Proven strong ability to relate with ease to people of all ages and backgrounds
  • Excellent interpersonal skills
  • Powerful problem-solving skills with the ability to ethically negotiate and mediate in order to facilitate affirmative outcomes
  • Proven excellent time management and organisational skills
  • Ability to work well under pressure
  • Proactive, friendly and positive demeanour with enthusiasm, flexibility to compliment and contribute to any team
  • Loyal and hardworking team member with strong ability to work autonomously
  • Ability to learn quickly
  • Fantastic eye for detail
  • General reception duties; receiving and making phone calls, setting appointments

Customer Testimonials

  • Dear staff and crew of Sydney Princess Cruisers. I would just like to express my absolute gratitude to the excellent event planner, Elicia, it was a pleasure working with her to plan my 21st birthday. The results were more than what I had expected. I would also like to thank you for your great service my guests and I experienced on your cruise. Everything went accordingly upon boarding the cruise thoroughly until the end. Your staff were very attentive and friendly making my guests very happy. I would especially like to thank Elicia, Christina and Aaron for their genuine efforts in keeping my guests content and feeling satisfied. I will surely be recommending your services to others in future. Please let Elicia, Christina and Aaron, as well as the other staff on board, know that their efforts did not go unnoticed. You have put together a great team that makes guests feel respected and valued. Thank you again for an enjoyable and memorable night. Maryam Elya
  • Hi Elicia, Thank you so much!!! I am not sure if I have thanked you for all your help with our wedding, You really made the planning all so easy and exciting! We had the best day and all of our guests raved about how fantastic the food was!! And they all had the best day.. My uncle said it was the best wedding he has ever been to!! Have a wonderful Christmas and New Year! You do a wonderful job and so did Sonia on the day and all of the crew Xx Meg Baxter
  • Hi Elicia, Thank you so much, everyone is still talking about the boat cruise and what a great night it was. I am bringing the chocolates out to the group tomorrow. Thank you and your team they were fantastic. The opportunity afforded to us by going into the different inlets and allowing the team to see different parts of Sydney’s amazing waterfront was truly memorable. I look forward to working with you again. Kind regards and season’s greetings, Hilary Pollock Event & Project Manager Platinum Leadership Network, Broker & Agent CGU Insurance
  • Hi Elicia, Just wanted to send through my thanks once again. The office has been buzzing for days after our cruise on Tuesday. Everyone had a fabulous time and I thoroughly appreciate all of your help in pulling it together. You’re an absolute gem! Cheers, Molly Freeman | Partnerships and Fundraising Administrator
  • Hi Elicia, Thank you so much for helping with the planning of my wedding Elicia you really have helped me a lot since the minute I had spoken to you I will never forget that. You are so professional in every way and the way you deal with your customers is brilliant. I've never had a mother so without your help I wouldn't of been able to do it. Thank you again I will be recommending you to all my friends and family. Xx Rayan
  • Hi Elicia, Sorry for the late reply; Thank you for your kind words. Elyce truly did look amazing! Yes we both had an amazing time, several of our guests commented on the venue and the amazing work and attitude of your staff - (they mentioned that they had not seen a wedding go so smoothly, and that the table service and wait staff were exceptional). Elyce and I would like to thank yourself for not only assisting us with all of the pre-work but for your attendance on the night, as well as Roy and Judy for your attention to detail, your handling of requests and truthfully going above and beyond to ensure our night was amazing. Nothing was too much to ask and Roy especially helped us out with our hot chocolate table amongst other things; could you please pass on our thanks. We are totally satisfied with how the night played out thanks to Doltone House and the staff. Thank you again All of the best for the future. Matt and Elyce.
  • Good Morning, On behalf of EBOS Healthcare I would like to thank you for your assistance in providing us with your great organisational and coordination skills in helping us maintain a fantastic event. We would recommend your services. Regards, Nicolle Luis Marketing Coordinator | EBOS Healthcare
  • Hi Elicia Luke and I had a fabulous Day!! Everything ran nice and smoothly. I have a few photos from just what our guest took but once we get our professional ones I'll definitely send you some of those. Thank you for all your hard work behind the scenes Luke and I really appreciate it! Lots of love Mr & Mrs Wojcinski

References

Available on request

Timeline

Case Manager

EML
11.2021 - Current

Customer Care Advisor

CAPITAL S.M.A.R.T REPAIRS
04.2019 - 11.2021

Customer Service Representative Managing NSW & ACT Claims

PRIMAR GROUP
04.2018 - 04.2019

Customer Care Advisor

CAPITAL S.M.A.R.T REPAIRS
05.2017 - 04.2018

Senior Events Co-ordinator

DOLTONE HOUSE SYDNEY
01.2016 - 05.2017

Sales and Events Specialist

SYDNEY PRINCESS CRUISES
04.2013 - 04.2015

Customer Service & Sales Consultant

AAMI INSURANCE COMPANY SYDNEY AUSTRALIA
11.2011 - 04.2013

High School Certificate -

TLSC THE ENTRANCE CAMPUS NEW SOUTH WALES AUSTRALIA

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