Karen Daley
Narellan,NSW
Summary
I am a compassionate and empathetic Case Manager with experience in high pressure environments. Hard working team player, with expertise in managing complex caseloads. Responsible, punctual, and productive professional when working individually or in a group. Proven ability to build and maintain productive relationships with clients, stakeholders, service providers and colleagues. I'm enthusiastic and eager to contribute to team success through hard work. I enjoy a challenge and am eager to learn and am happy to undertake any job or task required.
Overview
30
30
years of professional experience
Work History
Claims Officer
SLE Worldwide
01.2025 - Current
- Manage a portfolio of personal accident claims efficiently, prioritizing tasks based on urgency and importance to meet deadlines consistently.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
Case Manager
EML Group
04.2024 - 01.2025
- Proactively manage a portfolio of physical and psychological claims
- Prepare and implement strategies regularly within timeframes to achieve the optimum outcome and minimisation of costs
- Liaise with internal and external stakeholders regularly to progress strategies
- Facilitate active participation of the injured worker and their employer in any return to work and recovery planning
- Proactively manage rehabilitation providers and approval of rehabilitation providers and approval of rehabilitation plans/wellness plans in accordance with guidelines
- Undertake ongoing reviews in relation to entitlements and payments
Case Manager - Emergency Assistance
NIB Travel Insurance
01.2023 - 03.2024
- First point of contact for customers requiring assistance whilst travelling and are distressed, in high emotive situations
- Working to tight deadlines and priorities, under pressure, maintaining a high attention to detail
- Organise logistical arrangement efficiently and in a way that meets the needs of customers and manage case follow-up to ensure customer satisfaction
- Develop and implement new process and policies to improve levels of service
- Liaise with global providers to obtain medical reports, clinical updates, negotiate medical expenses and cost containment
- Effectively manage an allocated case load and ensure operational efficiency
- Collaborate with multiple teams to address client needs and formulate tailored support strategies
- Communicate with other team members to ensure a smooth coordination of cases across shifts and team members
- Promote a customer centric culture within the team and set high standards of service
- Manage sensitive conversations relating to health and medical related issues
Customer Service Digital Team
NIB Travel Insurance
07.2022 - 01.2023
- Responding to travellers' emails and completing salesforce cases
- Interacting with members using social media platforms
- Completing off phone processing such as proactive refunds and policy workflow
- Assisting with phone queues when required
Customer Service Consultant
NIB Travel Insurance
07.2021 - 06.2022
- Manage end to end resolution of customer enquiries via phone and digital correspondence
- Assisting customers with queries about products and services, their policy coverage and policy interpretation
- Proactively managing complaints or disputes with a customer focus
- Communicating across internal teams to ensure swift resolution of traveller matters
- Maintaining customer records
Sales assistant
Kmart Australia
07.2016 - 07.2021
- Customer service
- Stock replenishment
- Able to work individually or within a team environment
- Maintain the sales floor, minimising clutter and ensuring merchandise fixtures are organised and fully stocked
- Maintain merchandise in the stockroom
Bookkeeper
Daley's Transport Pty Ltd
05.2001 - 04.2018
- Company Overview: A family business specialising in transportation of new furniture from manufacturer to the retailer
- Calculating employee payroll and superannuation
- Managing accounts payable and receivable
- Managing invoices and monthly report
- Maintenance of MYOB and BAS submissions
- A family business specialising in transportation of new furniture from manufacturer to the retailer
Claims Assessor
Pacific Underwriting
09.2000 - 04.2006
- Company Overview: An Australian based underwriting agency specialising in corporate personal accident, medical and travel insurance
- Claims handling and investigations
- Damage assessment
- Policy interpretation
- Evaluation of liability exposure
- An Australian based underwriting agency specialising in corporate personal accident, medical and travel insurance
Claims Team Leader
MBF (BUPA)
05.1996 - 09.2000
- Oversee claims team - ensure productivity and accuracy of the team
- Claims handling and investigations of both extras and hospital claims
- Policy interpretation
- Liaise with underwriters and technical support for accuracy of assessments
2nd Assistant Manager
McDonald's
10.1994 - 05.1996
Education
RG146 Tier 2 -
ANZIIF
09.2021
Certificate IV - Bookkeeping
Open Colleges
12.2016
Skills
- MYOB
- MS Excel
- MS Outlook
- MS PowerPoint
- MS Word
- Salesforce
Languages
English
Timeline
Claims Officer
SLE Worldwide
01.2025 - Current
Case Manager
EML Group
04.2024 - 01.2025
Case Manager - Emergency Assistance
NIB Travel Insurance
01.2023 - 03.2024
Customer Service Digital Team
NIB Travel Insurance
07.2022 - 01.2023
Customer Service Consultant
NIB Travel Insurance
07.2021 - 06.2022
Sales assistant
Kmart Australia
07.2016 - 07.2021
Bookkeeper
Daley's Transport Pty Ltd
05.2001 - 04.2018
Claims Assessor
Pacific Underwriting
09.2000 - 04.2006
Claims Team Leader
MBF (BUPA)
05.1996 - 09.2000
2nd Assistant Manager
McDonald's
10.1994 - 05.1996
Certificate IV - Bookkeeping
Open Colleges
RG146 Tier 2 -
ANZIIF
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