Kayla Payne
Docklands,VIC
Summary
- I have a high level of understanding the business from start to finish.
- I have been exposed to all areas throughout HomeRepair and built strong relationships throughout.
- I have a strong level of understanding risk and compliance.
- I have been involved in process and project change in previous roles within CBA - testing included.
- I am passionate about business improvement ensuring we are maximising resources and ensuring a smooth flow of the end to end business.
- I have been evolved with training new starters and supporting my Team Leader with TSO duties where required.
- I am able to assess analyse, and implement change through problem solving.
- I would love to take my next steps with HomeRepair and believe that his would be a great fit for me.
Overview
12
12
years of professional experience
Work History
Case Manager
HomeRepair
02.2022 - Current
- Successfully managed multiple claims simultaneously by prioritising tasks according to urgency, resource availability, and alignment with organisational goals.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Maintained open communication by presenting regular updates customers.
Insurance Fraud Coordinator/Investigator
CommInsure
01.2017 - 12.2019
- This role was highly analytical and required an understanding of Insurance Code of Conduct as well as understanding Banking Code of Conduct.
- Here I collaborated internally with business analyst, risk and compliance, recoveries and the operational department to vet claims that required investigation, posing risk within the business.
- External stakeholders included private investigators, Police, and Forensic specialists.
- Assurance of SLA's being met as part of conduct.
- Reporting to line manager and CEO of Comminsure after collating and ensuring evidence was beyond a reasonable doubt when claiming Fraud.
- Immaculate tracked records (should they be required in a court of law) filed documents and maintained communication between clients to manage office activities.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organised documentation systems and updating records accurately as needed.
- Gathered and organised materials to support operations.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Coached employees through day-to-day work and complex problems.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Used job-related software to draft and finalize written correspondence and documentation.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Case Manager
CommInsure
01.2015 - 12.2017
- End to end case management of both home and motor insurance claims
- Understanding Product Disclosure Statements and response to policy.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Ensuring SLA are met and adhered to
Assistant Manager
Commonwealth Bank
01.2012 - 12.2015
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimising discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
Education
Diploma of Community Services - Family And Community Services
TAFE NSW
Loftus, NSW12.2020
Skills
- Problem-Solving
- Case Management
- Case Documentation
- Organization and Multitasking
- Documentation And Reporting
- Relationship Building
- Decision-Making
- Conflict Resolution
- Positive Attitude
- Email and Telephone Etiquette
Timeline
Case Manager
HomeRepair
02.2022 - Current
Insurance Fraud Coordinator/Investigator
CommInsure
01.2017 - 12.2019
Case Manager
CommInsure
01.2015 - 12.2017
Assistant Manager
Commonwealth Bank
01.2012 - 12.2015
Diploma of Community Services - Family And Community Services
TAFE NSW
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