Fred He
Brisbane,Australia
Summary
With more than six years of customer service experience, including customer manager for flood/natural disaster cover, I am now looking to secure a further role as an Insurance Claims Manager where I can leverage my expertise in claims management, customer service, and problem resolution to contribute to the success and efficiency of the organization.
Overview
7
7
years of professional experience
Work History
Claims Manager
Suncorp Insurance
Brisbane, AU
09.2024 - Current
- Effectively manage assigned claim portfolio.
- Build and maintain effective relationships with stakeholders, such as Assessors, trades, customers and insurers.
- Confirm scope of works with the customer, and scheduling repairs with priority.
- Proactively communicate clear and concise information on repairs to all stakeholders.
- Support the management of customer complaints in line with company processes and timeframes.
Claims Assistant
AA Insurance
Auckland, NZ
10.2023 - 03.2024
- Acted as a reassuring presence for customers filing claims, ensuring all gathered data was accurate and complete.
- Made sound decisions to validate claims, maintaining a thorough and precise documentation process.
- Built rapport with customers to collect comprehensive information, creating a detailed account of incidents.
- Identified claims requiring escalation to underwriting claims seniors and technical specialists.
- Managed a portfolio of small claims from lodgement to closure, ensuring efficient and effective resolution.
Insurance Sales Specialist
AA Insurance
Auckland, NZ
08.2023 - 10.2023
- Specialized in providing product knowledge and frontline underwriting for various insurance products, including caravan, campervan, motorhome, classic car, and motorbike insurance.
- Supported customers in understanding and selecting appropriate insurance products tailored to their needs.
- Established and nurtured trusting relationships with prospective and existing customers, conducting needs assessments to recommend tailored insurance solutions.
- Identified potential risks and incidents, managing these in alignment with the company's risk management program to mitigate impacts on the business.
Claims Manager (Secondment)
AA Insurance
Auckland, NZ
02.2023 - 08.2023
- Managed a comprehensive portfolio of home and contents claims, ensuring exceptional service delivery and a seamless, stress-free customer experience.
- Coordinated the claims process during emergency natural disasters, providing critical support and guidance to affected customers.
- Acted as the primary point of contact for claimants, effectively communicating claim statuses and addressing inquiries promptly.
- Liaised with a range of stakeholders, including external consultants, loss adjustors, repairers, suppliers, customers, and expert advisors, to facilitate efficient claim resolution.
- Developed and maintained long-term relationships with suppliers, ensuring quality service and cost-effective solutions.
- Implemented and monitored claims processes to identify and address inefficiencies, improving team performance and customer satisfaction.
- Utilized strong analytical skills to assess the validity of claims, ensuring accurate and fair settlements.
- Demonstrated resilience and adaptability in high-pressure situations, particularly during natural disaster events, ensuring timely and effective claims management.
Insurance Sales Representative
AA Insurance
Auckland, NZ
01.2022 - 02.2023
- Built trusting relationships with prospective and existing customers by assessing their needs and recommending suitable insurance solutions.
- Created and maintained detailed customer profiles, ensuring accurate and up-to-date records.
- Identified and managed risks and incidents in line with the company's risk management program.
- Achieved and surpassed sales targets through proactive engagement and exceptional service.
Service Desk
Spark & Ministry of Health
Auckland, NZ
07.2021 - 01.2022
- Played a critical role in the rollout of the My Covid Record program, providing online and on-call assistance to New Zealanders.
- Assisted users with setting up and troubleshooting their Covid Record and Covid Passport products, ensuring a smooth user experience.
- Collaborated with the Ministry of Health and Spark teams to enhance support processes and improve service delivery.
- Handled sales, service inquiries, and resolutions, utilizing CRM systems to manage customer interactions and track service outcomes.
- Investigated and resolved customer issues, escalating complex cases as necessary to ensure timely resolution and customer satisfaction.
Administration/ Customer Service
Noel Leeming
Auckland, NZ
02.2020 - 07.2021
- Handled sales, service inquiries, and resolutions, utilizing CRM systems to manage customer interactions and track service outcomes.
- Managed field sales inquiries and processed credit applications, maintaining high accuracy and efficiency.
- Resolved customer issues by providing timely and effective solutions, enhancing customer loyalty and satisfaction.
Customer Engagement Specialist
The Warehouse Group
Auckland, NZ
10.2019 - 02.2020
- Managed customer relationships by streamlining task prioritization and efficient communication channels.
- Providing prompt resolutions and maintaining detailed case reports.
- Identified recurring issues and proposed process improvements to enhance the overall customer experience.
Administrator/ Supervisor
Giles Cafe
Auckland, NZ
11.2018 - 10.2019
- Oversaw daily operations, including booking management, stock control, and compliance with food safety regulations.
- Managed monthly invoicing and financial transactions, ensuring accuracy and timely processing.
- Programmed and maintained sales software, optimizing operational efficiency and supporting business growth.
Education
National Certificate in Real Estate -
Open Polytechnic
Bachelor of Tourism Management -
Victoria University of Wellington
Undergraduate English Proficiency Programme Certificate -
Victoria University of Wellington
Bachelor of Television Broadcasting -
Hubei Normal University
Skills
- Sales
- Risk Assessment
- Claim Management
- Task Management
- Insurance Underwriting
- Emergency Response Coordination
- Salesforce/ CRM/ Office Kit/ Software Skills
References
Available upon request
Languages
English and Mandarin
Timeline
Claims Manager
Suncorp Insurance
09.2024 - Current
Claims Assistant
AA Insurance
10.2023 - 03.2024
Insurance Sales Specialist
AA Insurance
08.2023 - 10.2023
Claims Manager (Secondment)
AA Insurance
02.2023 - 08.2023
Insurance Sales Representative
AA Insurance
01.2022 - 02.2023
Service Desk
Spark & Ministry of Health
07.2021 - 01.2022
Administration/ Customer Service
Noel Leeming
02.2020 - 07.2021
Customer Engagement Specialist
The Warehouse Group
10.2019 - 02.2020
Administrator/ Supervisor
Giles Cafe
11.2018 - 10.2019
National Certificate in Real Estate -
Open Polytechnic
Bachelor of Tourism Management -
Victoria University of Wellington
Undergraduate English Proficiency Programme Certificate -
Victoria University of Wellington
Bachelor of Television Broadcasting -
Hubei Normal University