Summary
Overview
Work History
Education
Skills
Timeline
Generic

Irene Demetrious

Melbourne,VIC

Summary

Personal Attributes: Enjoys a challenge Friendly disposition Assumes responsibility well Dedicated Reliable and trustworthy Experienced Claims Specialist with over twenty years of experience in insurance. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Team Leader with over ten years of successful experience in Managing People within a Claim Department. Recognized consistently for performance excellence and contributions to success in Insurance industry.

Overview

26
26
years of professional experience

Work History

Coles Public Liability Claims Specialist

Coles
Melbourne, VIC
11.2018 - Current
  • Delivery of exceptional Customer Service, exceeding the customers' expectations.
  • Establish and maintain high level of positive working relationships with internal and external stakeholders
  • Asking all necessary questions and advising customers of all relevant information.
  • Negotiating settlement of claims with third parties, other insurers and solicitors.
  • Proactively calling and answering calls to in order to effectively manage the allocated workflow.
  • Ensuring a sense of urgency and high level of accuracy is maintained while remaining positive at all times.
  • Collecting all relevant information and referring when necessary to ensure claims are handled in a timely manner.
  • Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.

Public Liability Claims Specialist

City of Boroondara
08.2017 - 11.2018
  • Delivery of exceptional Customer Service, exceeding the customers' expectations.
  • Asking all necessary questions and advising customers of all relevant information.
  • Negotiating settlement of claims with third parties, other insurers and solicitors.
  • Proactively calling and answering calls to in order to effectively manage the allocated workflow.
  • Ensuring a sense of urgency and high level of accuracy is maintained while remaining positive at all times.
  • Collecting all relevant information and referring when necessary to ensure claims are handled in a timely manner in line with Boroondara Councils Values.
  • Build relationships and liaise with stakeholder to get the best outcome for the business.

Team Leader

Suncorp Claims Assist Department
Melbourne, VIC
08.2007 - 08.2017
  • Recruitment of new staff.
  • Providing coaching and support to consultants.
  • Provide feedback for weekly and monthly key performance indicators.
  • Manage behavioural issues.
  • Completion of mid points and end of year reviews for consultants.
  • Liaise with management and stakeholders to achieve best outcome for the business.
  • Assess individuals for career progression.
  • Achieve KPI's.
  • Supporting staff when returning to workforce due to illness.

Training Officer

AAMI Motor Claims Recoveries and Settlements
Melbourne, VIC
08.2004 - 08.2007
  • I have successfully completed Cert IV in Training and Assessment Responsibilities:.
  • Update trainee's security level and access.
  • Ensure Training Modules are continually reviewed and current.
  • Organise and facilitate training sessions.
  • Assess individual's role fit.
  • Maintain trainee files.
  • Complete handovers to provide supervisors and trainees with feedback of progress during training.
  • Provide continued support to trainees after leaving the training environment.
  • Liaise with management to meet departmental needs.

AAMI Motor Claims Recoveries and Training Officer

AAMI
Melbourne, VIC
07.2004 - 08.2007
  • Delivery of exceptional Customer Service, exceeding the customers' expectations.
  • Asking all necessary questions and advising customers of all relevant information.
  • Writing Training Manuals and implementing them within the business.
  • Completed Cert 4 Training and Assessment through RMIT.
  • Negotiating settlement of claims with third parties, other insurers and solicitors.
  • Proactively calling and answering calls to achieve daily targets in order to effectively manage the allocated split workflow.
  • Ensuring a sense or urgency and high level of accuracy is maintained while remaining positive at all times.
  • Collecting all relevant information and referring when necessary to ensure claims are settled within AAMI guidelines.
  • Organized key training sessions and qualifications for personnel.
  • Modified teaching strategies to customize lesson plans for different student needs.
  • Mentored specific employees on areas in need of improvement.
  • Organized training for new employees
  • Performed as company-wide subject matter expert for all training matters.
  • Created and utilized successful lesson plans to train on outlined material.
  • Determined training needs and developed related classes.
  • Delivered training material to diverse audiences of both blue and white-collar professionals.
  • Identified key skill gaps in employees and created training classes to effectively educate target individuals.
  • Conducted evaluations of training courses to uncover areas in need of improvement.
  • Designed training modules implementing strategic business practices and organizational behavior training concepts.
  • Developed first training manual
  • Analyzed employees' skill levels and implemented new techniques to boost staff knowledge.
  • Presented training information via role playing, simulations and team exercises.

Claims Assist Operator

AAMI
Melbourne , VIC
07.1999 - 12.2000
  • Working in a call centre environment, offering assistance and understanding to customers involved in accidents.
  • Taking details of motor vehicle claims over the telephone.
  • Making decisions regarding liability.
  • Maintaining a consistently high level of customer service.
  • Actioning incoming correspondence.

Customer Service Branch Officer

AAMI
Melbourne, VIC
02.1999 - 07.1999
  • Motor and Home product sales.
  • Lodging claims over the counter.
  • Preparing files for Valet and Driveway assessments.

Outbound Home Insurance Sales

AAMI
Melbourne, VIC
03.1998 - 02.1999
  • Developed an understanding of home insurance underwriting
  • Identifying customer needs and wants in order to sell building and contents policies
  • Overcoming customer price objections

Education

Training And Assessment Cert Four

RMIT
Melbourne
2007

High School Diploma -

Highvale Seconday College
Glen Waverleu
1991

Skills

  • Call centre
  • Coaching
  • Customer Service
  • Insurance
  • Negotiating
  • Recruitment
  • Sales
  • Training Manuals
  • Underwriting
  • Claims investigation and research
  • Working with specialists
  • Claims processing
  • Claims process explanation
  • Preparing claims
  • Insurance claims analysis
  • Claims review

Timeline

Coles Public Liability Claims Specialist

Coles
11.2018 - Current

Public Liability Claims Specialist

City of Boroondara
08.2017 - 11.2018

Team Leader

Suncorp Claims Assist Department
08.2007 - 08.2017

Training Officer

AAMI Motor Claims Recoveries and Settlements
08.2004 - 08.2007

AAMI Motor Claims Recoveries and Training Officer

AAMI
07.2004 - 08.2007

Claims Assist Operator

AAMI
07.1999 - 12.2000

Customer Service Branch Officer

AAMI
02.1999 - 07.1999

Outbound Home Insurance Sales

AAMI
03.1998 - 02.1999

Training And Assessment Cert Four

RMIT

High School Diploma -

Highvale Seconday College

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Irene Demetrious