Shay O'Byrne
Murrumba Downs
Summary
Personal Attributes: To gain a position within a dynamic organization where I can offer my friendly excellent customer service skills and find a rewarding career. I am a bright, energetic, creative, motivated, dedicated and flexible person, eager to learn new skills and take on new exciting roles and positions.
Communication Skills: A good communicator with appreciation for the different communication styles required when working with other team members or with customers. Honest and Reliable: Strong morals and ethics ensure honesty, reliability and ability to undertake tasks responsibly.
Flexible: Understanding of need to remain flexible to support last-minute demands and changes. Comfortable in changing environments and situations, ensuring ability to always remain flexible and adaptable.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Claims Representative
WorkCover Queensland
06.2024 - Current
- Educated clients on the claims process and claim reviews based on the legislation of the Workers' Compensation and Rehabilitation Act 2003.
- Managed workers compensation claims for timely resolution, ensuring appropriate medical treatment and minimizing lost time.
- Ensured compliance with state regulations by staying abreast of changing workers compensation laws and attending continuing education courses.
- Delivered consistent results under pressure by maintaining a focused approach to complex workers compensation matters.
Desktop Property Assessor
Allianz Insurance
04.2023 - 06.2024
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Insurance Fraud Investigator
Auto & General Insurance
11.2022 - 02.2023
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
Claims Consultant
Auto & General Insurance
11.2021 - 11.2022
- Followed up with customers on unresolved issues.
- Reviewed new files to determine current status of Home Claims and to develop plan of action.
- First point of contact for further investigation on possible fraudulent claims(Fraud Champion).
- Generated, posted and attached information to claim files.
- Maintained confidentiality of client finances, records and vulnerability statuses.
- Reported policy changes and company conditions affecting customer satisfaction.
- Evaluated and settled complex insurance claims in strict timeframes.
- Second in Charge assisting with Team Leader Duties including Coaching, Complaints, Escalations, Team Meetings and Team Development.
- Assisting in High Call volume intake.
Salt Water Aquarium Specialist
Gee Marine
05.2021 - 11.2021
- Efficiently collecting live stock (such as fish, coral and invertebrates) to be packed at the appropriate temperature for shipping requirements to the customer.
- Monitored all company inventory to ensure stock levels and databases were updated.
- Collected water samples to test ensuring all tanks are clean and pest free by implementing regular water changes and correct chemical dosage.
- Attended to inbound calls from customers and other companies about stock and deliveries.
- Attended to outbound calls to discuss solutions with customers about their order if stock was unavailable.
Customer Service Supervisor
Coles
11.2016 - 11.2021
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Coached employees through day-to-day work and complex problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Assisted within other departments and have supervised in other departments, duties such as the store stocktakes, customer assistant within the Delicatessen (supervisor within the department for 2 years before being transferred to the service department), Fresh produce and Meat Department.
- Opened new inventory and rotated stock by dates to maintain freshness.
Delivery Driver
Domino’s Pizza
07.2019 - 03.2021
- Completed on-time deliveries by choosing best and most efficient routes.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Communicated customer complaints, requests and feedback to company management for swift resolution.
- Kept detailed records of completed or in-progress deliveries using hand-held devices and camera images.
- Planned optimal routes to deliver multiple orders per trip and achieve strong performance ratings.
- Kept delivery vehicle clean and neat to maintain company's professional reputation.
Babysitter
Private
03.2016 - 05.2018
- Assisted children with homework assignments and special projects across different subjects.
- Offered age-appropriate, fun and educational activities for children ranging in age from six weeks to sixth grade.
- Bathed, dressed and helped with teeth brushing as part of bedtime preparation.
- Played games, worked on puzzles and read books to young children.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
School Work Experience
Dextress Hair
05.2016 - 05.2016
- Prepared clients for hair cuts and styles with soothing shampoo work.
- Completed basic styles for regular customers by using strong blow-drying and curling abilities.
- Freed up stylists to focus on customers by personally handling basic tasks such as restocking supplies.
- Assisted hair stylists with colorwork by applying base colors and toners.
- Offered exceptional service and support to walk-in and scheduled customers.
- Minimized infection risks by using required solutions and procedures to clean and sanitize tools.
Education
No Degree -
Undurba State School
Murrumba Downs 12.2012
High School Diploma -
Murrumba State Secondary College
Murrumba Downs 11.2018
Bachelor of Science - Animal Ecology
University of Sunshine Coast
Moreton BaySkills
- Payment Processing
- Order Fulfillment
- Loading and Unloading
- Customer Relationships
- Valid Driver's License
- Attention to Detail
- Communication and Interpersonal Skills
- Inventory Management
- Basic Math Skills
- Problem Solving
- Customer Service
- POS Systems
- Written and Verbal Communication
- Customer-Oriented
- Safety and Compliance
- Cash Handling
Certification
- Peer Mentor (achieved within high school)
- Secondary Leadership Training
- Workplace Safety Sense Certificate General Component
- Workplace Safety Sense Certificate Hairdressing Component
- Workplace Safety Sense Certificate Hospitality and Tourism Component
- Workplace Safety Sense Certificate Community Services Component
- Workplace Safety Sense Certificate Office and Business Component
- Certificate l in Active Volunteering
- Certificate lll in Active Volunteering
- Certificate of Completing Year 12
Additional Information
Chloe Page - Service Supervisor
Coles
0402 701 992
Elisha Watson - Team Leader
Auto & General
0403 187 910
Timeline
Claims Representative
WorkCover Queensland
06.2024 - Current
Desktop Property Assessor
Allianz Insurance
04.2023 - 06.2024
Insurance Fraud Investigator
Auto & General Insurance
11.2022 - 02.2023
Claims Consultant
Auto & General Insurance
11.2021 - 11.2022
Salt Water Aquarium Specialist
Gee Marine
05.2021 - 11.2021
Delivery Driver
Domino’s Pizza
07.2019 - 03.2021
Customer Service Supervisor
Coles
11.2016 - 11.2021
School Work Experience
Dextress Hair
05.2016 - 05.2016
Babysitter
Private
03.2016 - 05.2018
No Degree -
Undurba State School
High School Diploma -
Murrumba State Secondary College
Bachelor of Science - Animal Ecology
University of Sunshine Coast
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