Jenia Sandhu

• Review and process NDIS claims accurately and in a timely manner
• Phone, Email, Chat Support to clients for information about their scope of funding, balance remaining on plan support and other education about their plans
• Manage approximately 50 incoming calls, emails per day from customers.
• Track claims and ensure they are submitted according to NDIS guidelines
• Resolve any discrepancies or issues with claims as they arise
• Evaluated and settled complex insurance claims in strict timeframes.
• Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
• Analyzed information gathered by investigation and reported findings and recommendations.

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• Supervised and coordinated activities of staff to ensure compliance with established policies, procedures, and standards.
• Managed a team of 15 for efficient delivery of services at checkouts.
• Delegated tasks to team members according to individual strengths
• Communicated employee, customer and workplace needs to managers
• Resolved conflicts between team members and departments
• Answered customer questions and made product recommendations according to needs
• Inspected work environment for health and safety hazards and reported findings to manager
• Conducted employee evaluations and documented overall progress
• Provided technical support to team members in order to assist them in completing tasks more efficiently
• Created detailed reports summarizing daily operations, progress towards objectives, and potential areas of improvement
• Resolved escalated issues from customers in a timely manner by leveraging conflict resolution tactics
• Recognized potential opportunities to increase sales or cross-sell products based on customer needs
• Established policies and procedures for the customer service department to ensure compliance with industry regulations

• Tracked key performance indicators such as order fulfillment rates, call resolution times, and customer satisfaction scores
• Developed process improvement initiatives to increase efficiency and reduce costs in operations
• Monitored overall performance metrics against established goals and objectives
• Coordinated logistics planning between multiple internal departments
• Implemented new policies and procedures related to customer service operations
• Utilized data analysis techniques to identify areas of improvement for customer service processes
• Collaborated with cross-functional teams to ensure timely delivery of products or services
• Performed root cause analysis on customer complaints to identify underlying issues and recommend solutions
• Developed training materials and conducted trainings for new hires on best practices in customer service operations
• Managed a team of 10+ employees responsible for providing high-level customer service support
• Provided customer service support and troubleshooting to customers via phone, email, and live chat
• Established relationships with external vendors to ensure reliable supply chain management
• Built strong rapport with customers by always communicating professionally
• Resolved problems, improved operations and provided exceptional service.