Hannah Skeldon
Melbourne
Summary
Dedicated individual with extensive experience within customer service and a high exposure to administrative duties. I am a solid team player with an upbeat and positive attitude and a proven skill in establishing rapport with clients and remaining organised.
I pride myself on my date entry skills, ensuring all payments are accurately entered into systems, and all customer/clients details are correct.
Overview
5
5
years of professional experience
Work History
Claims Specialist
EBM Insurance
03.2023 - 04.2024
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
- Conducted full claim investigations and reported updates and legal actions.
- Ensured accurate date entry to complete payments
Internal Claims Adjuster
Crawford & Company
04.2022 - 03.2024
- Managed my own portfolio of claims from lodgement to claim closure.
- Prepared summaries of damage, payments and policy coverage.
- Wrote a high number of reports to recommend payments for outstanding invoices.
- Worked in accordance to company deadlines and KPI's and ensured these were met on a daily basis.
- Handled complaints and ensure that they were dealt with in a professional manner and in line with company procedures.
Claims Representative
WorkCover Queensland
10.2021 - 03.2022
- Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions.
- Reviewed documentation and accounts to gain a full picture and worked closely with claimant and all other parties, from lodgement to the decision.
- Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
- Ensured all interactions were documented accuratley.
Customer Assistance Specialist
City of Port Philip
04.2021 - 09.2021
- Answered, screened and resolved a high volume of calls from the public daily ensuring I have consistently met and exceed performance benchmarks.
- Educated clients on how to navigate company online systems e.g. websites and Apps to reduce call ques and work load within the office.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Documented all conversations with customers on the CRM systems to track requests, problems and solutions.
- Provided support to new employees through coaching, call listening.
Live Betting Operator
Ladbrokes
07.2020 - 01.2021
- Answered a high volume of calls in a very fast paced environment to ensure that all bets were accurately made taking accurate payments.
- Followed company policy in line with safe betting and confidentiality.
- Deposited funds into bank accounts on consistent basis.
- Helped customers with online accounts i.e. helping them with password re-sets and any issues they may be facing.
Customer Service Representative
Bupa Health Care Insurance
06.2020 - 11.2020
- Answered a high volume of calls to schedule medical appointments for customers inline with their visa arrangements to ensure that they remained in the country lawfully due to COVID-19 as well as explaining and staying up-to-date with COVID-19 guidelines in place.
- Took payments over the phone for appointments and issued refunds when needed.
- Upheld all levels of confidentiality.
Claims Representative
Allianz
01.2020 - 06.2020
- Worked within the motor insurance team to deliver quality customer service throughout the entire claims lifecycle in line with all terms and conditions constantly checking eligibility.
- Reported cars to the government using official documents so that they are aware of what condition the car is in.
- Made payments to customers for the sale of the vehicle and made outstanding payments to finance companies.
- Calculated how much money should put aside for the cost of the claim and updating this figure accordingly as the claim progresses.
Claims Representative
HomeRepair
05.2019 - 11.2019
- Established long-lasting relationships with new and existing customers through warm, personable and knowledgeable phone interactions, both inbound and outbound to ensure that they felt confident in our company to handle there housing claim.
- Managed administrative processes and prepared key reports and documentation in terms of where repairs to properties are up to.
- Scheduled appointments and booked trades through the use of Microsoft Office and kept all parties up to date.
- Processed payments for repairs ensuring all figures are correct and payments are updated and paid on time and sent documents through for invoicing.
Education
Bachelor Degree (Hons) - Social Work
Manchester Metropolitan University
06.2017
Skills
- Confident with using all aspects of Microsoft Office and Salesforce
- Ability to meet and uphold KPI's
- Able to work in fast paced environments
- Excellent communication skills
- Ability to meet deadlines
- Adaptable
Tier 2 General Insurance
Tier 2 qualifications enables me to provide general advice for products in general insurance.
Timeline
Claims Specialist
EBM Insurance
03.2023 - 04.2024
Internal Claims Adjuster
Crawford & Company
04.2022 - 03.2024
Claims Representative
WorkCover Queensland
10.2021 - 03.2022
Customer Assistance Specialist
City of Port Philip
04.2021 - 09.2021
Live Betting Operator
Ladbrokes
07.2020 - 01.2021
Customer Service Representative
Bupa Health Care Insurance
06.2020 - 11.2020
Claims Representative
Allianz
01.2020 - 06.2020
Claims Representative
HomeRepair
05.2019 - 11.2019
Bachelor Degree (Hons) - Social Work
Manchester Metropolitan University
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