Gabriel Lagos-Jay
Canberra
Summary
In 2019 I began my employment with Suncopr accepting a role within the Newcastle based Direct Distribution team, servicing home, motor and all GIO specialty line insurance customers.
Following a successful stint, I was seconded into a specialist project team implemented to address a clear opportunity to improve customer experience by reducing customer effort and proactively managing customer pain points during the claims process for motor customers.
In 2020 I joined the ACT Workers Compensation team in the role of Claims Advisor. During my 4 plus years tenure within the team I was responsible for efficiently managing a large portfolio of complex workers compensation claims from initial contact to final resolution.
Moving to my current role in 2024, I have a sound understanding of underwriting practice and underwrites new and renewal business in line with current underwriting, selection and pricing guidelines. I have established strong relationships with brokers, customers and internal stakeholders and am committed to delivering customer service excellence.
Overview
10
10
years of professional experience
Work History
Corporate Underwriter
GIO Workers Compensation - ACT & Tasmania
07.2024 - Current
- Analyzed proposal, claims history, compliance, safety and regulatory documents, and appraisals during underwriting process.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Made approval and denial recommendations by determining accurate risk levels.
- Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwriting.
- Reduced company losses by identifying potential risks and recommending appropriate mitigating measures.
- Built strong relationships with, brokers, claims teams, return to work specialists, rehabilitation teams and clients for constructive communications.
- Close collaboration with GIO ACT claims teams to develop competitive pricing strategies for new products, increasing market share.
- Enhanced policyholder retention with personalized underwriting approaches tailored to individual needs.
- Enhanced customer satisfaction, providing detailed explanations on underwriting decisions and policy benefits.
- Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
- Studied insurance industry changes, remaining up-to-date with latest trends and protocols.
- Negotiated terms and conditions of coverage with clients to acquire maximum profitability.
- Direct dealing with clients and brokers to negotiate coverage, price, and service delivery.
- Conducted regular audits of underwriting files to ensure accuracy, compliance, and consistency in decision-making processes.
Claims Advisor
GIO ACT Workers Compensation
11.2020 - 06.2024
- Responsible for a portfolio of up to 75 Workers Compensation Claims from initial contact to final return to work.
- Required to accurately review and assess claims in line with the ACT Workers Compensation Act and internal policies and procedures.
- Required to engage with client employers, the ACT Market, medical professionals, rehabilitation providers, local and national Brokers to enable collaborative portfolio management and quality reviews.
- Coordinated effectively with other departments such as underwriting and risk management for improved decision-making on policy renewals.
- Conduct day-to-day administrative tasks to maintain best in class claims service to all parties involved in the claims process .
- Provided exceptional customer service by addressing customer concerns and keeping them informed throughout the claims process - maintaining NPS scores above 30 on a rolling month basis.
- Maintained comprehensive knowledge of industry regulations, ensuring compliance in all claim handling procedures.
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved assist in liability determinations and reduce overall claim costs.
- Contributed to overall department success by consistently meeting or exceeding established performance metrics and goals.
- Researched claims and incident information to deliver solutions and resolve problems.
- Trained new employees on Suncorp policies, claims management software, and best practices for efficient work performance.
- Backfilled in the ACT Claims Team Leader role as needed.
- Passionate about learning and committed to continual improvement.
- Developed strong relationships with external partners including medical professionals, rehabilitation providers, investigators and legal representatives to facilitate seamless claim resolutions.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to develop and implement creative solutions to complex problems.
- Applied effective time management techniques to meet tight deadlines.
Assignment Officer; ASCO Customer Contact Centre
Suncorp Motor Claims
02.2020 - 11.2020
- This team had the challenge of addressing pain points around reducing customer effort and improving communication with customers during their claim.
- At time of pilot launch the repair model for Motor Claims required a large amount of communication between our repairers and customers. The data indicated a clear opportunity to improve the customer experience by reducing customer effort and proactively managing customer pain points.
- At launch; Call analysis indicated 43% of measurable inbound repeat calls are made after the repair has been authorised to commence.
- Level 1 complaint data indicated 2 of the top 5 issues related to concerns around timeframes of the claim
- The team implemented processes for proactively contacting customers 5 days after the assessment of their vehicle
- The goal; to make it easy for our customers and to produce a lift in the overall VOC settlement metric, reduced repeat calls into Claims Services and ASCO teams, and a reduction in Motor Claim complaint volumes.
- Required to review complaints and grievances using negotiating and problem-solving skills.
- Learned and adapted quickly to new technology and software applications.
- Skilled at working independently and collaboratively in a team environment.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Researched claims and incident information to deliver solutions and resolve problems.
AAMI, SUN & GIO Specialist
Suncorp Direct Distribution
01.2019 - 02.2020
- Required to deliver a seamless customer experience on various insurance products that provides value for our customers
- Identify the appropriate insurance policies to meet customer requirements
- Trained in specialised products across all Suncorp brands; home, landlord, strata, motor, bike; boat; caravan
- Created additional customer value through quality referrals and leads - Measured as a percentage of referrals/leads to calls
- Achieved 0% variance for both paid metrics consistently.
- Required to effectively utilise the conversation model to deliver customer value - Measured through the team's Voice of the Customer results
- Protected our customers and business by adhering to process, licencing, legislative and regulatory obligations and contributing towards creating a positive risk culture.
- Display effective risk management in all aspects of of my role; achieved consistent successful call monitoring results - measured an average QA result.
- Contributed to Suncorp's digital strategic capability by proactively discussing digital contact with our customers.
General Manager/Operations Specialist
Vagabond Wines
06.2015 - 12.2019
- Wine shop, Wine Bar, Wholesaler, Importer and Wine producer based in London. Vagabond showcases lesser-known producers, regions and grape varieties from all over the world as well as producing award winning products at their Urban Winery in Battersea. Their vision is to create a wine revolution, bringing win to the people, making wine more approachable to the everyday consumer.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Developed and managed budgets, effectively reducing operational costs while maintaining quality service
- Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Mentored team members in developing their skills and advancing their careers within the organization.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
WSET Level 2,3,4 Awards in Wine And Spirits -
Wine And Spirit Education Trust School
07.2014
Diploma - Organisational Leadership
Management Futures Consulting Limited
03.2014
Diploma - General Managers Programme
The Watershed Independent School of Management
12.2012
Skills
- Guidewire Claims Centre
- Risk assessment
- Data collection
- Data interpretation
- Managing risk
- Written communication
- Customer Workbench
- Microsoft Office Suite
- Relationship Building
- Critical Thinking
- Problem-Solving
- Human relations
- Active Listening
- Public Speaking
- Team Leadership
Timeline
Corporate Underwriter
GIO Workers Compensation - ACT & Tasmania
07.2024 - Current
Claims Advisor
GIO ACT Workers Compensation
11.2020 - 06.2024
Assignment Officer; ASCO Customer Contact Centre
Suncorp Motor Claims
02.2020 - 11.2020
AAMI, SUN & GIO Specialist
Suncorp Direct Distribution
01.2019 - 02.2020
General Manager/Operations Specialist
Vagabond Wines
06.2015 - 12.2019
Diploma - Organisational Leadership
Management Futures Consulting Limited
Diploma - General Managers Programme
The Watershed Independent School of Management
WSET Level 2,3,4 Awards in Wine And Spirits -
Wine And Spirit Education Trust School
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