Karly Saker
Wagga,NSW
Summary
Operations professional with hands-on experience in optimising and refining processes to maximise efficiency. Adept at fostering team collaboration and ensuring seamless adaptability to evolving requirements. Skilled in data analysis, process mapping, and project management, with strong problem-solving abilities and results-driven mindset. Reliable team player, consistently contributing to achieving organisational goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Operational Process Specialist
Youi
01.2020 - 12.2023
- Developed user-friendly documentation for processes, increasing employee understanding and reducing training time.
- Served as the Claims subject matter expert for process-related enquiries, providing guidance to colleagues when needed.
- Conducted regular audits of processes, identifying areas for improvement and recommending corrective actions.
- Streamlined communication within the claims departments, leading to better project coordination and timely completion of tasks.
- Managed multiple projects simultaneously under tight deadlines while maintaining a strong focus on quality outcomes.
- Led root cause analysis efforts on process failures, preventing future occurrences through corrective action implementation.
- Conducted regular process reviews, identifying inefficiencies and implementing improvements that led to increased productivity and cost savings.
- Monitored and reported on process performance to verify compliance with established standards.
- Prioritised initiatives to increase success rates of strategic projects.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Developed user-friendly interfaces for optimal user experience with responsive web design techniques.
- Improved project management capabilities by introducing standardised templates and guidelines for more efficient planning and execution.
- Identified areas for improvement in existing processes and developed strategies for optimisation using BPM tools.
- Ensured seamless integration of new processes into existing systems by collaborating with IT teams during implementation stages.
Claims Specialist
Youi
08.2016 - 01.2020
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritising tasks and maintaining excellent organisational skills.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organisation.
- Followed up with customers on unresolved issues.
- Collaborated with cross-functional teams to optimise claims handling procedures, resulting in improved productivity.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Delivered comprehensive training sessions for new hires on claims handling procedures, policy interpretation basics, negotiation techniques, and other core competencies related to the role of a Claims Specialist.
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
- Maintained accurate records by diligently updating claim files and ensuring all required documentation was submitted in a timely manner
Family Daycare Provider
Self-employed
01.2014 - 11.2015
- Fostered emotional growth by addressing individual needs with empathy, patience, and understanding.
- Conducted thorough assessments of each child''s developmental milestones to ensure future planning of activities tailored to individual needs.
- Implemented creative learning experiences that encouraged curiosity and exploration among children.
- Boosted cognitive development through age-appropriate educational games and activities.
- Organised fun-filled field trips to local parks, museums, or other attractions that catered to the interests of the children in care.
- Collaborated with fellow childcare professionals to share best practices, resources, and ideas for continuous improvement in service quality.
- Developed strong relationships with parents to create a supportive community around their child''s growth and development.
- Assisted children in developing fine motor skills through hands-on crafts and playtime activities.
- Ensured a safe and nurturing environment by strictly adhering to safety guidelines and protocols.
- Managed administrative tasks such as billing, licensing requirements, and keeping up-to-date on childcare regulations.
Retention Customer Service Representative
Auto & General Insurance Company
01.2010 - 09.2013
- Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
- Continuously sought opportunities for professional development, attending workshops and training sessions to enhance customer service skills.
- Offered proactive solutions to common issues faced by customers, reducing the need for further contact and increasing overall satisfaction levels.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
Sales Executive - Key Accounts
Bidfood
01.2006 - 01.2010
- Initiated new business opportunities by identifying potential clients and conducting thorough research on their industry trends.
- Implemented targeted marketing initiatives to increase brand awareness among prospective clients in the target industries.
- Increased sales by building strong relationships with key accounts and understanding their unique needs.
- Managed a portfolio of strategic accounts, consistently meeting or exceeding sales targets and performance metrics.
- Negotiated contracts with key accounts, ensuring mutual benefits and long-term partnerships.
- Participated in ongoing professional development activities to stay current on industry trends, emerging technologies, and competitor offerings.
- Maintained accurate records of all interactions with key accounts, ensuring seamless communication across internal departments involved in account management processes.
- Established a reputation as a trusted advisor among clients by providing expert guidance on product selection based on their unique needs and goals.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Education
High School Diploma -
Mackay Christian College
1998
Skills
- Multitasking Abilities
- Technical writing
- Documentation skills
- Regulatory compliance
- Risk Assessment
- Quality Control
- Collaborative relationships
- Data Management
- Problem-solving abilities
- Computer Proficiency
- Professionalism
- Adaptability
- Communication Skills
- Research skills
Certification
- Anziif Tier 2 General Insurance Compliance - General Insurance Personal Advice
- Certificate 3 - Early Childhood Education
Timeline
Operational Process Specialist
Youi
01.2020 - 12.2023
Claims Specialist
Youi
08.2016 - 01.2020
Family Daycare Provider
Self-employed
01.2014 - 11.2015
Retention Customer Service Representative
Auto & General Insurance Company
01.2010 - 09.2013
Sales Executive - Key Accounts
Bidfood
01.2006 - 01.2010
High School Diploma -
Mackay Christian College
- Anziif Tier 2 General Insurance Compliance - General Insurance Personal Advice
- Certificate 3 - Early Childhood Education
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