Hannah Skeldon
Melbourne,VIC
Summary
Knowledgeable and dedicated professional with extensive experience in customer service and the claims industry.
A solid team player with an outgoing, positive demeanour and have proven skills in establishing ongoing rapport with clients.
Motivated to maintain customer satisfaction and contribute to company success.
Overview
5
5
years of professional experience
Work History
Claims Specialist
EBM Insurance
03.2023 - 04.2024
- Managed a portfolio of of 60-70 claims from lodgement to finalisation. (Strata and landlord insurance claims).
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes to prevent unnecessary incoming interactions and disputes, i.e. the policy holder seeking clarification regarding timeframes and outcomes.
- Developed strong working relationships with external partners such as loss adjusters, property managers, brokers and trades to facilitate an efficient claim resolution.
- Had a delegated authority of $10,000 and processed all payments for settlement, ensuring data entry accuracy.
- Adhered to all regulations and service level agreements within the business to avoid GICOP breaches.
Internal Claims Adjuster
Crawford & Company
04.2022 - 03.2023
- Managed a portfolio of claims of 100-120 from lodgement to claim closure working closely with policy holders and the insurer.
- Prepared summaries of damage, payments and determined policy coverage in line with the product disclosure statement.
- Had a delegated authority of $65,000 and wrote a high number of reports to recommend payments for outstanding invoices and cash settlements.
- Worked in accordance to company deadlines and KPI's and ensured these were met on a daily basis.
- Handled complaints and ensured that they were dealt with in a professional manner and in line with company procedures and recognised when further escalations were required.
Claims/Customer Service Representative
WorkCover Queensland
10.2021 - 03.2022
- Lodged a high volume of claims over the phones ensuring all data entry including account of what had happened and contact details were accurate.
- Reviewed documentation and accounts to gain a full picture and worked closely with claimant and all other parties, from lodgement to the decision.
- Determined validity of insurance claims and contacted companies and customers about decisions.
- Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
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 i.e, call handling and wrap up time.
- 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 and call listening.
Live Betting Operator
Ladbrokes
07.2020 - 01.2021
- Answered a high volume of calls in a very fast paced environment to ensuring that all bets were accurately made.
- Placed bets on live accounts exceeding $30,000 and also deposited funds into nominated bank accounts on a daily basis.
- Followed company policy in line with safe betting and confidentiality.
- 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 reserves and updated this figure accordingly as the claim progresses.
Claims/Customer Service 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
- Proficient in Microsoft Office
- Ability to meet KPI's
- Expectational Data Entry
- Excellent Communication Skills
Timeline
Claims Specialist
EBM Insurance
03.2023 - 04.2024
Internal Claims Adjuster
Crawford & Company
04.2022 - 03.2023
Claims/Customer Service 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/Customer Service Representative
HomeRepair
05.2019 - 11.2019
Bachelor Degree (Hons) - Social Work
Manchester Metropolitan University
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