Elisa Critelli
Summary
Proactive and goal-oriented professional recognized for exceptional communication and problem-solving abilities, consistently delivering results in dynamic environments. Reliable and adaptable with a swift capacity to learn and effectively apply new skills, contributing to continuous improvement. Committed to leveraging strengths to drive individual, team, and organizational achievements. Passionate about creating impactful solutions that enhance productivity and support strategic objectives.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Claims Executive – Plant & Machinery
ATC Insurance Solutions
12.2023 - 03.2025
- End to end claim management of Material Damage and Liability claims for national Plant and Heavy Motor Vehicle policies. Emphasis of developing and maintaining relationships with loss adjusters and other external collaborators, essential to the daily claims process. Strongly focused on partnering with brokers to drive client-centric claim outcomes within framework of policy wordings. Utilising claims data and trends to assist underwriters in managing risks and policy conditions. Newly created role/team due to organic growth within the company afforded the opportunity to shape processes including claim lodgments and recovery from third parties.
- Key Achievements – Minimising liability through negotiation, navigating road laws and legislation across several states. Developing bespoke reports, extracting relevant data to most effectively prioritise and manage workload. Developing guides and process manuals to assist onboarding future team members. This also assisted operational aspects of the business to gain insight into the procedures, demands and areas for improvement within the Plant & Machinery claims division.
Claims Executive
Honan Insurance Group
10.2022 - 11.2023
- Servicing our national Real Estate and Landlords portfolios, managing motor, residential and commercial property claims, business insurance claims for businesses specifically within the Real Estate sector. A newly created role that aligned to my personal and the wider business objectives, to provide dedicated claims service and advocacy for clients, and support brokers in all states.
- Key achievements – Developed claims handling, reporting and follow up processes specific to the needs of clients within Real Estate and Landlords portfolios. Establishing and maintaining contacts and relationships with key insurance partners. Assisting to create improved client understanding of insurance needs in collaboration with brokers by extracting claims data and identifying trends.
Customer Service Executive
Honan Insurance Group
08.2021 - 10.2022
- Front line service to clients within the Residential Landlord portfolio across all states. Assisting with policy related administrative queries, new business and renewal processes as part of a team.
- Key achievements – Early approval of Tier 1 certification based on my performance. Gaining a more senior role within the team and contributing to onboarding and escalation of complex, technical matters.
Customer Experience Specialist
Pet Circle
09.2020 - 03.2021
- Providing specialized customer service including pet care advice and troubleshooting logistical issues for a wide customer base. High volume inbound enquiries. Short term contract.
Claims Service Consultant
Petplan Australasia
09.2019 - 03.2020
- High volume of varied and complex claims queries. First point of contact for all policy holders. The role required sensitivity to clients experiencing both emotional and financial vulnerability and facilitating their understanding of the claims process. Delivering support to team of veterinary assessors and liaising with veterinary clinics to deliver exemplary support to internal and external stakeholders.
Customer Service Representative
Budget Rent-A-Car Aus
09.2018 - 09.2019
Casual Merchandise Packaging
Intex Group Australia
01.2016 - 01.2018
Casual Receptionist
Ray White Real Estate
01.2016 - 01.2018
Store Associate
Toys R Us Australia
01.2012 - 01.2014
Cashier & Floor Manager
One Way Fresh Supermarket
01.2009 - 01.2012
Education
Graduate Diploma - Writing & Literature
Deakin University
Melbourne, Victoria, VIC01-2026
Bachelor of Science - Psychology
Deakin University
Melbourne, Victoria, VIC01-2016
Skills
- Data analysis
- Trend identification
- Communication strategies
- Customer advocacy
- Service excellence
- Team onboarding
- Workflow optimization
- Compliance regulations
- Risk assessment
- Policy interpretation
- Multi-state legislation navigation
Certification
RG146 Tier 1 Insurance Broking ANZIIF
Timeline
Claims Executive – Plant & Machinery
ATC Insurance Solutions
12.2023 - 03.2025
Claims Executive
Honan Insurance Group
10.2022 - 11.2023
Customer Service Executive
Honan Insurance Group
08.2021 - 10.2022
Customer Experience Specialist
Pet Circle
09.2020 - 03.2021
Claims Service Consultant
Petplan Australasia
09.2019 - 03.2020
Customer Service Representative
Budget Rent-A-Car Aus
09.2018 - 09.2019
Casual Merchandise Packaging
Intex Group Australia
01.2016 - 01.2018
Casual Receptionist
Ray White Real Estate
01.2016 - 01.2018
Store Associate
Toys R Us Australia
01.2012 - 01.2014
Cashier & Floor Manager
One Way Fresh Supermarket
01.2009 - 01.2012
Graduate Diploma - Writing & Literature
Deakin University
Bachelor of Science - Psychology
Deakin University
Other
- Experience with Winbeat, Office tech, Zendesk, Confluence
- Volunteer experience, Children’s Ward, Northern Health