Lana Okovic
Cranbourne East
Summary
I have accumulated 5-7 years of valuable experience in the Administration industry, consistently delivering exceptional support and customer service to diverse teams.
My career journey has encompassed a range of roles, culminating in my role as a case manager.
While I've enjoyed case management along with other administrative roles, I'm now eager to embark on a new career path that will expand my horizons and allow me to acquire fresh skills and experiences.
I thrive in high-pressure situations, thanks to my strong interpersonal skills and ability to collaborate effectively with team members.
Overview
8
8
years of professional experience
Work History
Customer Service Advisor
Motorserve Pty Lyd
11.2023 - 06.2024
- Performed administrative tasks such as data entry into internal systems.
- Processed payments accurately according to company policies and procedures.
- Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Identified and resolved discrepancies and errors in customer accounts.
- Implemented strategies to reduce average handling time without compromising on service quality.
Case Manager
Allianz Insurance
10.2021 - 10.2023
- Customer Service, Processing Weekly Compensation, Daily adhoc, Problem Solving, Arranging Meetings with GP's, Managing 80+ workers/claims, Booking in Medical Appointments, Conferencing, Inbound & Outbound calls, Inbox control, Liaising with clients & Providers, Daily managing of workflow
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Collaborated with medical professionals to coordinate treatment plans for clients.
- Maintained accurate case records and documentation according to agency guidelines.
- Monitored client progress through regular follow-up contacts.
- Collaborated with healthcare providers, lawyers, employers and other stakeholders involved in a client's case.
Administration Assistant
Xchanging Workcover
05.2020 - 07.2021
- Customer Service, Answering Phones, Preparation of Paperwork to be sent of to the GP's, Booking Medical Examinations, Booking Taxis for the appropriate workers, Booking Interrupters for the appropriate workers, Preparing files to be sent to the Worker's and Employer's, Liaising with OR Providers / Clients, Reminder call to all workers regarding upcoming Medical examinations, Assisting all team members with workload when required, Following up of all incoming Reports
Contracts Administrator
RBC Group
10.2019 - 03.2020
- Liaising with customers regarding their printing devices, Processing new orders and deals, Dispatching Toner, Stocktake, Ordering Stock, Answering Phones, Invoicing Out, Processing Delivery's, Customer Service, Setting up new contracts, Warehouse order processing, Liaising with Freight Management for Pickup's & Drop Off's, Answering warehouse door
Junior Administrator
Purcell Partners Law Firm
11.2018 - 03.2019
- Preparing the incoming and outgoing mail for the day, Sorting les into correct order for scanning and attaching files into the system, Booking in settlements for the advance team, Filing Files, Archiving Issuing Files, Reception Duties
Retail Sales Assistant
Chadstone Shopping Center
02.2016 - 01.2017
- Developed skills and understanding of processes to order and record stock, Great understanding of WH&S processes and policies in an organization, Team collaboration and problem resolution within the Pet barn workspace, Contribution to weekly internal meetings and documenting minutes
Administration Assistant
Access Entry
01.2017 - 03.2018
- Receptionist daily tasks including ensuring the office was up to exceptional standard, Inventory Data Entry, Customer Communication to receive data entry and updating detail in the work system.
Education
Certificate II Animal Sciences -
Box Hill Institute
Bentleigh
Skills
- Communication
- Team Member
- Punctual
- Organized
- Outgoing
- Friendly
- Records Management
- Case Management
- Relationship Building
- Email and Telephone Etiquette
- Positive Attitude
- MS Office
- Problem-Solving
Timeline
Customer Service Advisor
Motorserve Pty Lyd
11.2023 - 06.2024
Case Manager
Allianz Insurance
10.2021 - 10.2023
Administration Assistant
Xchanging Workcover
05.2020 - 07.2021
Contracts Administrator
RBC Group
10.2019 - 03.2020
Junior Administrator
Purcell Partners Law Firm
11.2018 - 03.2019
Administration Assistant
Access Entry
01.2017 - 03.2018
Retail Sales Assistant
Chadstone Shopping Center
02.2016 - 01.2017
Certificate II Animal Sciences -
Box Hill Institute
Bentleigh
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