Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Italia Silao-Laban

Summary

Hardworking, highly motivated professional eager to lend 10 years of combined knowledge and skills in customer service to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value. Compassionate Case Manager experienced in hardship cases environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.

Overview

10
10
years of professional experience

Work History

Hardship Case Manager

Payright
12.2023 - Current
  • Assessing customer's hardship applications, discuss affordable arrangements with the customers and ATP's (including financial counsellors) and servicing accounts.

Dispute Resolution Specialist

Australia Financial Complaints Authority
07.2023 - 10.2023
  • Provided guidance on best practices for dispute resolution strategies
  • Coordinated meetings with stakeholders involved in disputes
  • Prepared presentations detailing evidence, arguments, and solutions
  • Utilized active listening skills to understand opposing perspectives
  • Developed expertise in dispute resolution processes and procedures
  • Reviewed court filings to assess liability exposure in litigation matters
  • Set up appointments for parties to meet for mediation.

Claims Consultant

Hays Recruitment
11.2021 - 12.2022
  • Recruitment
  • Communication
  • Manage property claims
  • Problem Solving
  • Decisions making on claims
  • Team Work
  • Leadership
  • Writing
  • Over the phone manner
  • Leadership
  • Customer service

Hardship Associate

ANZ
01.2019 - 01.2020
  • Financial hardship associate
  • Financial counsellors
  • Referral
  • Over the phone manner
  • Assessing applications
  • Arrangements
  • Leadership

Collections Officer

Latitude Financial Services
08.2017 - 08.2018
  • Customer service
  • NZ credit cards
  • AU personal loans
  • Admin
  • Payment arrangement
  • Phone manners

Sales Representative

Avis Budget Group
08.2016 - 12.2016
  • Process rental car bookings
  • Handling petrol sheets
  • Processing confidential information and proceed to leadership skills
  • Decision making on the types of license allowed in New Zealand
  • Rostered hours and shifts
  • Customer service

Administration Officer

Strive Community Trust
01.2016 - 07.2016
  • Customer Service File Manager Inbound & Outbound Couriers Requisition Orders Phone Calls Microsoft Office

Sales Consultant

New Zealand Automobile Association
04.2014 - 01.2016
  • Processing Licenses -Classes 1 to 6, Endorsement Licenses and Overseas Conversions
  • Processing IRD's -Adult and Child's IRD numbers
  • Sales -Promoting and Selling AA products (including insurances - referrals) and Memberships
  • Banking -Handling and counting money
  • Customer Service -Greeting and meeting customers
  • Interacting and understanding their inquiries/needs
  • Refer them to the right help or product
  • Time Management -Getting to work on time and give customer the time they need to make sure that they are satisfied
  • Knowledge of Road Safeties.

Customer Sales Consultant

New Zealand Automobile Association
04.2014 - 11.2015
  • Processing Licenses -Classes 1 to 6, Endorsement Licenses and Overseas Conversions
  • Processing IRD's -Adult and Child's IRD numbers
  • Sales -Promoting and Selling AA products (including insurances -referrals) and Memberships
  • Banking -Handling and counting money
  • Customer Service -Greeting and meeting customers
  • Interacting and understanding their inquiries/needs
  • Refer them to the right help or product
  • Time Management -Getting to work on time and give customer the time they need to make sure that they are satisfied
  • Knowledge of Road Safeties.

Education

Postgraduate Diploma in Education -

University of Waikato
01.2022

Bachelor of Arts in Education -

Auckland University of Technology
01.2018

Skills

  • Mature and Committed
  • Good Customer Relations
  • Time Management
  • Organised
  • Honest
  • Hard Worker
  • Leadership
  • Customer Service
  • Resilience
  • Self Motivation
  • Goal Focused
  • Problem-Solving
  • Case Management
  • Case Documentation
  • Organization and Multitasking
  • Documentation And Reporting
  • Relationship Building
  • Decision-Making
  • Conflict Resolution
  • Positive Attitude
  • Email and Telephone Etiquette
  • Client Advocacy
  • Care Coordination
  • Community Resources
  • Case Planning
  • Documentation proficiency
  • Records Management
  • Data Entry and Analysis
  • Emotional awareness
  • Treatment Planning
  • MS Office
  • Referral Coordination
  • Resource Management
  • Case Management Tracking
  • Patient support
  • Case Needs Assessment

Languages

English
Samoan

Timeline

Hardship Case Manager

Payright
12.2023 - Current

Dispute Resolution Specialist

Australia Financial Complaints Authority
07.2023 - 10.2023

Claims Consultant

Hays Recruitment
11.2021 - 12.2022

Hardship Associate

ANZ
01.2019 - 01.2020

Collections Officer

Latitude Financial Services
08.2017 - 08.2018

Sales Representative

Avis Budget Group
08.2016 - 12.2016

Administration Officer

Strive Community Trust
01.2016 - 07.2016

Sales Consultant

New Zealand Automobile Association
04.2014 - 01.2016

Customer Sales Consultant

New Zealand Automobile Association
04.2014 - 11.2015

Postgraduate Diploma in Education -

University of Waikato

Bachelor of Arts in Education -

Auckland University of Technology

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Italia Silao-Laban