HOLLI RYDER
BRISBANE,QLD
Summary
Ambitious and customer-focused professional with extensive experience in service, administration, and claims management. Skilled in building rapport, problem-solving, and managing complex enquiries with empathy and efficiency. Proficient across multiple systems and adaptable to new technologies, I am seeking to contribute my strong communication and organisational skills in a new environment.
Overview
20
20
years of professional experience
Work History
Claims Advisor (Lodgements)
Youi Insurance
Brisbane , Qld
01.2025 - Current
- Communicated and negotiated with customers and repairers to achieve optimal outcomes for insured clients.
- Consistently delivered empathetic, solution-focused service to customers during stressful situations
- Managing inbound and outbound and lodging enquiries regarding Motor Vehicle/Business/Home/Boat/ Insurance Claims
- Assessed insurance claims files for policy coverage and liability.
- Interviewed customers to gather claim details and supporting information.
- Explored policy terms to guide claim decisions and next steps.
- Coordinated repairs, assessments, and replacements with providers to ensure timely resolution of claims.
- Negotiated settlements with customers, suppliers, and internal teams.
- Resolved complex complaints with clear explanations and calm service.
- Reviewed accident liability, arranged repairs, tows, and hired vehicles.
- Updated claim records in insurance systems with accurate case notes.
- Guided policyholders through Youi claims processes with professional support.
- Prepared detailed reports on claim investigations, decisions and outcomes for management review.
- Investigated, analyzed and resolved customer complaints regarding claims.
- Ensured compliance with regulatory and governance standards while using multiple in-house systems simultaneously
- Established relationships with key contacts at external organizations, including legal firms and healthcare providers, to facilitate effective claims processing.
Business Owner
Elevate Beauty by Holli
01.2024 - 01.2025
- Delivered high-quality beauty services prioritizing client care and fostering long-term relationships
- Oversaw comprehensive business operations, coordinating scheduling, accounting, and tax responsibilities
- Exhibited resilience and multitasking while effectively resolving customer issues in a fast-paced environment
Claims Consultant
Auto & General
North lakes , Qld
02.2022 - 01.2024
- Managed inbound and outbound enquiries regarding motor vehicle insurance claims
- Reviewed accident liability, arranged repairs, tows, and hire vehicles for third parties
- Actively communicated and negotiated with customers, repairers, and third parties to reach the best outcomes
- Ensured compliance with regulatory and governance standards while using multiple in-house systems simultaneously
- Consistently delivered empathetic, solution-focused service to customers during stressful situations
- Assessed Auto & General claims files for coverage and policy compliance
- Consulted customers on claims progress and required supporting documents
- Interpreted policy terms to guide claim decisions and next steps
- Managed claim records in system databases with accurate updates
- Coordinated assessments with assessors, repairers, and internal claims teams
- Resolved customer queries with clear, professional claims communication
- Reviewed claim evidence to identify fraud indicators and inconsistencies
- Escalated complex Auto & General claims to senior decision makers
- Monitored changes in legislation that could affect existing policies or procedures related to claims handling processes.
- Maintained accurate records of all claim activities in a centralized database system.
- Reviewed documents such as police reports, bills, invoices, photographs. related to claim processing.
- Negotiated settlements with claimants or their representatives on behalf of the insurance company.
- Assessed claims to ensure accuracy and completeness of documentation.
- Evaluated financial risks associated with each claim case before making payment decisions.
- Participated in training sessions designed to enhance knowledge of relevant state laws pertaining to insurance policies.
Administration Officer
Ryderworks
03.2017 - 02.2022
- Provided reliable administrative support, managing calls, emails, scheduling, and record keeping
- Maintained client databases, coordinated inventory, and processed orders/invoices
- Contributed to smooth team operations and customer satisfaction through efficient processes
Site Co-Coordinator
Bayer Crop Science
02.2014 - 12.2016
- Provided reliable administrative support, managing calls, emails, scheduling, and record keeping
- Maintained client databases, coordinated inventory, and processed orders/invoices
- Contributed to smooth team operations and customer satisfaction through efficient processes
- Administration support:
Head Barista
Riverside Caf
05.2010 - 01.2014
- Delivered high-volume customer service while supervising staff and daily operations
- Trained and supported team members, handled POS, payroll, and stock management
- Built strong customer relationships, promoted products, and ensured service excellence
Childcare Worker
Kohanga Reo
01.2007 - 01.2010
- Provided nurturing care and support in an early childhood setting (details available upon request)
Skills
- Claims evaluation
- Claims management
- Claims processing
- Liability assessment
- Policy analysis
- Regulatory adherence
- Compliance and accuracy
- Analytical problem-solving
- Claims investigation
- Settlement discussions
- Issue resolution
- Problem resolution
- Dispute resolution
- Client relations
- Verbal communication excellence
- Collaborative teamwork
- Resilience and empathy
- Collaborative teamwork
- Customer communication
Education & Training
- Ongoing professional development in customer service, administration, and compliance systems
- Proficient in Microsoft Office Suite, Avaya, NAV, Disc, Adobe, and various in-house applications
Timeline
Claims Advisor (Lodgements)
Youi Insurance
01.2025 - Current
Business Owner
Elevate Beauty by Holli
01.2024 - 01.2025
Claims Consultant
Auto & General
02.2022 - 01.2024
Administration Officer
Ryderworks
03.2017 - 02.2022
Site Co-Coordinator
Bayer Crop Science
02.2014 - 12.2016
Head Barista
Riverside Caf
05.2010 - 01.2014
Childcare Worker
Kohanga Reo
01.2007 - 01.2010