Summary
Overview
Work History
Education
Skills
Timeline
Generic

Helly Shrimali

Victoria

Summary

Dedicated and results-driven Case Manager with experience in managing complex cases and delivering exceptional client service. Proficient in navigating the intricacies of the superannuation and insurance landscape, with a strong understanding of industry regulations and best practices. Skilled in analyzing financial and legal documents, negotiating settlements, and resolving disputes to achieve favourable outcomes for clients. Effective communicator with excellent interpersonal skills, able to build rapport with clients, colleagues, and stakeholders at all levels. Proven ability to multitask, prioritize workload, and meet deadlines in a fast-paced environment. Committed to upholding ethical standards, maintaining confidentiality, and fostering a culture of integrity and trust.

Overview

10
10
years of professional experience

Work History

Case Manager

Link Group (Australian Super)
06.2023 - Current
  • Managed high caseload of insurance cases,including claims,inquiries and escalations.
  • Reviewed and analyzed insurance policies, Medical reports and other relevant documents to assess eligibility and claims validity.
  • Liaise with clients, insurers, third-party providers, legal representatives, and regulatory bodies to gather information, facilitate communication, and settlements.
  • Provide clear and concise guidance to clients on the claims process, eligibility criteria and documentation requirements
  • Managed complex cases and situation with patience , empathy and exceptional de escalation skills.
  • Managed more than 100 cases at time by using strong organizational skills with the ability to multi task and prioritizing work load.

Customer Service Officer

Link Group
06.2022 - Current
  • Helped a large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Completed data entry to record call notes, suggestions and questions.
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
  • Explained online self-help options to customers to promote additional and after-hours support choices.
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks.

Business Development Manager

JVN Limited
07.2016 - 05.2022
  • Performed statistical analyses to gather data for operational and forecast team needs.
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Managed employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Introduced new methods, practices and systems to reduce turn around time.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Coached sales associates on product knowledge by using wide variety of training tools.]\
  • Researched and identified opportunities for account growth, account penetration and market expansion.
  • Kept detailed records of daily progress to identify and correct areas needing improvement.
  • Monitored expenditures to mitigate risk of overages.
  • Performed research to uncover potential target areas, markets and industries.
  • Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
  • Collaborated with company departments to develop new strategies to capitalize on emerging customer and market trends.

Store Manager

Zuzu's Gelato
12.2016 - 07.2017
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
  • Performed statistical analyses to gather data for operational and forecast team needs.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Maintained strong knowledge in handling of perishable products in dairy, meat and produce departments.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Introduced new methods, practices and systems to reduce turnaround time.
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
  • Supervised guests at front counter, answering questions regarding products.
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
  • Prepared annual budgets with controls to prevent overages.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Rotated stock to achieve optimum appeal and minimize shrinkage.

Assistant Store Manager

Tank Juice Bar
05.2014 - 10.2016
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Directed promotion and brand loyalty efforts to build direct relationships with customers.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
  • Rotated merchandise and displays to feature new products and promotions.

Education

Bachelor of Commerce - Accounting And Business Management

Gujarat University
Gujarat, India
05.2010

Skills

  • Staff Management
  • Multiple Priorities Management
  • MS Office
  • Verbal and written communication
  • Financial Management
  • Documentation and control
  • Documentation and reporting
  • Office administration
  • Relationship building
  • Payroll and budgeting
  • Business administration
  • Administrative support
  • Inbound And Outbound Calling
  • Complaint Resolution

Timeline

Case Manager

Link Group (Australian Super)
06.2023 - Current

Customer Service Officer

Link Group
06.2022 - Current

Store Manager

Zuzu's Gelato
12.2016 - 07.2017

Business Development Manager

JVN Limited
07.2016 - 05.2022

Assistant Store Manager

Tank Juice Bar
05.2014 - 10.2016

Bachelor of Commerce - Accounting And Business Management

Gujarat University

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Helly Shrimali