Rina Sanele
Summary
Dedicated and detail-oriented professional with over 8 years of experience in customer service and claims management within the insurance and healthcare sectors. Proven ability to handle high-volume calls, process complex claims, and liaise effectively with clients and healthcare providers. Adept at working independently in remote settings and committed to delivering exceptional service and support.
Overview
10
10
years of professional experience
Work History
Emergency 000 Dispatcher
Telstra
Windsor, VIC
09.2024 - Current
- Efficiently manage over 400 emergency calls daily, swiftly determining the required service—Police, Fire, or Ambulance—and ensuring accurate and prompt dispatch to the appropriate emergency service organisation.
- Exhibit exceptional resilience and composure, handling high-pressure situations with empathy and professionalism, providing critical support to individuals during some of their most challenging moments.
- Demonstrate strong communication skills, accurately extracting essential information from callers to facilitate timely and effective emergency responses.
- Maintain meticulous records of all calls and dispatches, ensuring compliance with Telstra’s protocols and contributing to continuous improvement in emergency response services.
Senior Claims Handler
SIRVA Relocation
Dandenong, VIC
02.2023 - 12.2023
- Assessed and processed claims for international and local household moves, ensuring compliance with company policies.
- Managed high-profile claims, coordinating with clients and service providers to resolve issues efficiently.
- Handled a high volume of inbound and outbound calls, providing timely updates and information to clients.
- Maintained accurate records and documentation, ensuring all claims were processed within established timeframes.
Senior Claims Adjuster
Defence Health
Melbourne, VIC
05.2020 - 12.2022
- Processed health fund claims, liaising with members, hospitals, and healthcare providers to facilitate claim approvals.
- Assisted members in submitting claims via online systems and mobile applications, providing guidance and support.
- Managed a caseload of claims, ensuring all were processed accurately and within required timeframes.
- Worked independently in a full-time, work-from-home role, demonstrating strong time management and organizational skills.
Case Manager Specialist
IAG
Mulgrave, VIC
07.2017 - 02.2020
- Managed motor insurance claims, assessing liability and coordinating with third parties to resolve claims.
- Negotiated settlements with third-party insurers, ensuring fair and timely resolutions.
- Utilized multiple systems daily to manage claims and communicate with clients and stakeholders.
- Delivered exceptional customer service, addressing inquiries and providing updates on claim status.
OSHC Specialist
Medibank - Docklands
Docklands, VIC
01.2015 - 04.2017
- Managed inquiries from international students regarding Overseas Student Health Cover (OSHC), providing information and assistance.
- Processed credit card payments and assisted members in submitting claims through Medibank’s online system.
- Coordinated with immigration authorities to ensure compliance with visa requirements.
- Overcame language barriers to effectively communicate with a diverse clientele.
Education
Diploma Of Education - Family And Community Services
Asia Pacific
08.2021
Skills
- Emergency Dispatch: Efficiently managing high-volume emergency calls and coordinating with emergency services
- Claims Management: Expertise in processing and assessing health and insurance claims, ensuring compliance with policies and regulations
- Customer Service Excellence: Skilled in managing inbound and outbound calls, addressing customer inquiries, and resolving issues promptly
- Data Entry & Administration: Proficient in handling high volumes of data entry, maintaining accurate records, and managing documentation
- System Proficiency: Experienced with a variety of software systems including SAP, Citrix, Genesys, and Microsoft Office Suite
- Communication: Strong written and verbal communication skills, with the ability to liaise effectively with diverse stakeholders
- Problem-Solving: Demonstrated ability to identify issues and implement solutions to improve service delivery and customer satisfaction
Timeline
Emergency 000 Dispatcher
Telstra
09.2024 - Current
Senior Claims Handler
SIRVA Relocation
02.2023 - 12.2023
Senior Claims Adjuster
Defence Health
05.2020 - 12.2022
Case Manager Specialist
IAG
07.2017 - 02.2020
OSHC Specialist
Medibank - Docklands
01.2015 - 04.2017
Diploma Of Education - Family And Community Services
Asia Pacific