Lesley R Leaaetoa
Deer Park,Australia
Summary
With over 10 years of experience in customer service and administration, I bring a strong background in managing and resolving complex client interactions. I have more than 5 years of expertise in property claims, including experience in loss adjusting for Business As Usual (BAU) property claims, as well as handling storm damage, theft, and accidental water damage claims. Additionally, I have been exposed to payroll management, customer service dispute resolutions, and have developed a keen ability to address and resolve customer concerns efficiently. My diverse skill set and commitment to excellence enable me to contribute effectively to both operational and client-focused objectives.
Overview
10
10
years of professional experience
Work History
Loss Adjuster
Crawford & Company
08.2024 - Current
- Manage complex and high-value claims, ensuring optimal outcomes for clients while adhering to relevant legislation, guidelines, and internal procedures
- Maintain accurate reserves and cost estimates for all claims, monitoring fluctuations to ensure alignment with ongoing developments
- Review and assess correspondence to identify potential client concerns or dissatisfaction, proactively addressing issues
- Evaluate new claims, determining policy coverage, assessing scope, and calculating damage estimates for both buildings and contents
- Provide continuous support throughout the claims process, including expert report reviews, offering technical guidance, evaluating variations, invoices, and conducting quality inspections
- Engage and oversee external service providers, ensuring compliance with required standards and timely resolution of claims
- Deliver administrative support, implementing innovative solutions to streamline and expedite claim settlements
- Collaborated with various departments to resolve discrepancies and expedite claim settlements.
- Leveraged strong negotiation skills to achieve mutually agreeable resolutions in disputed claims situations.
Claims Admin Specialist
Suncorp
01.2024 - 06.2024
- Company Overview: Suncorp is a financial services company that provides insurance, banking, and wealth management services
- Manage complex, large, or unusual claims to achieve great outcomes for our Members wherever possible, and in compliance with all relevant acts, guidelines, process, and quality standards
- Maintain realistic and adequate reserves/estimates on all claims to reflect ongoing claims cost, and closely monitor significant estimate fluctuations
- Correspondence review (Identify possible dissatisfaction)
- Assess new claims – Determine policy coverage, scope & estimate building, and contents damages
- Provide ongoing claim support – review expert reports, provide technical advice, review variations & invoices and complete quality inspections
- Appoint and manage external service providers
- Provide administrative support/Innovative solutions to settle claims in a timely manner
- Ensure detailed notes are kept and maintained, keeping customers well informed of claim status and progress
- Suncorp is a financial services company that provides insurance, banking, and wealth management services
Customer Care Rep
Ampla Preventative Health (Medibank)
05.2023 - 12.2023
- Responsible for the preparation, processing and reconciliation documentation
- Responsible for ensuring accuracy and integrity of all relevant documentation and data entry
- Assist with damage reports and liaising with customers both internally and externally
- Prepare and communicate relevant information with internal/ external clients as requested
- Customer support including assisting app rescheduled with GPs
- Answering incoming calls professionally and/or transferring to the correct departments
- Effectively dealing with enquiries/ requests and complaints to come to a positive conclusion
Pay Roll/Admin Representative
Logistics.co
09.2022 - 03.2023
- Responsible for the preparation, processing and reconciliation of all rail and road freight documentation, including consignment notes and waybills
- Responsible for ensuring accuracy and integrity of all relevant documentation and data entry
- Assist with damage reports and liaising with customers both internally and externally
- Prepare and communicate relevant information with internal/ external clients as requested
- Customer support including assisting with the location of missing or late freight, complaints, enquiries
- All round administration support for various aspects of the business
- Answering incoming calls professionally and/or transferring to the correct departments
- Ensure all CHEP and LOSCAM pallet control is completed through correct data entry
- Scan documents / Filing documents
- Effectively dealing with enquiries/ requests and complaints to come to a positive conclusion
- General KPI's relating to LTI's, on time processing of paperwork, accurate data entry, internal/external customer support
Pay Roll Representative
Morris Cohen Glen & Co
03.2022 - 09.2022
- Ensuring all payroll transactions are processed efficiently
- Collecting, calculating, and entering data to maintain and update payroll information
- Compiling summaries of earnings, taxes, deductions, leave, disability, and non-taxable wages and reporting on this
- Ensure all submitted payrolls are processed completely and accurately
- Ensure assigned clients are billed appropriately
- Initiate client corrections, service bureau corrections and supplemental runs
- Manage your day/week so that all daily, weekly, monthly, quarterly and annual processes are timely and accurately completed
- Respond to and resolve client inquiries in a timely manner
- Coach clients on use of payroll software as needed
- Upload retirement plan data
- Support internal accounting staff needs
Pay Roll Representative
EMS-Pay
08.2021 - 02.2022
- Ensuring all payroll transactions are processed efficiently
- Collecting, calculating, and entering data to maintain and update payroll information
- Compiling summaries of earnings, taxes, deductions, leave, disability, and non-taxable wages and reporting on this
- Determining payroll liabilities by calculating employee federal and state income, social security taxes, employer's social security, unemployment, and workers compensation payments
- Resolving payroll discrepancies
- Maintaining payroll operations by following policies and procedures
- Developing ad hoc financial and operational reporting as needed
Claims Consultant
IAG Insurances
01.2020 - 08.2021
- Proactively communicate clear and accurate advice, solutions, time frames and claim progress to stakeholders, including customers, Client Managers, Repairers and Suppliers
- Assess the property loss or damage, determine policy coverage (claim quantum, scope & schedule) and determine reserve within delegation levels
- Managing a caseload of claims to meet timeliness and quality targets in a busy processing environment
- Understanding complex information and work under legislative timeframe
- Client contact - mostly telephone and email
- Work productively with internal staff, clients, and external organizations to reach timely and accurate outcomes for clients
- High level of empathy and relationship building capability
- Strong computer skills and a good eye for detail
- Lodge and manage a portfolio of claims
- Well-developed writing and communication skills with a strong understanding of Word and Excel
- Clearly document all decisions made and reasons, including ownership details, reserve changes and acceptance/rejection of claims
Customer Representative
Remediation AIA Insurances
05.2018 - 01.2020
- Respond to general enquiries received into the Customer Service email address or other internal email accounts established within the teams within the agreed turnaround times set by the Team Leader
- Ensure all requests are actioned accurately in line with critical to quality measures
- Utilizing our systems to navigate membership details
- Ensure Escalations are completed within designated timeframes
- Develop and maintain quality working relationships with internal and external stakeholders
- Conferred with existing and potential customers to assess requirements and propose optimal solutions
- An empathetic mindset to support and manage sensitive issues
- Active listening skills and ability to communicate complex issues
Customer Representative
Origin Energy
08.2017 - 05.2018
- Identifying new opportunities in high-density residential building markets through development of relationships with hydraulic consultants, developers, builders, and other industry participants
- Identifying existing opportunities, such as retrofits or product upgrades, through development of relationships with Owners Corporations
- Prospect for and secure clients, quoting, leveraging existing relationships to maximise scope of sales
- Develop the technical design in conjunction with Origin suppliers and commercial proposals for each project
- Complete project financial analysis and sales contracts and obtain relevant delegate approval
- Ensure ongoing nurture and management of relationships with customers, clients, channel agents and suppliers throughout the project and sales life cycle
Customer Care
Smart Services Queensland
03.2015 - 07.2017
- Company Overview: Multiple government bodies
- Performing data entry with a high-level attention to detail across multiple Australia databases and applications
- Customer service to internal and external customers
- Administrative duties and assistance in the collection of data and information to support management
- The ability to work independently and autonomously
- Professional phone manner, customer service and compliance focus
- A team player with great communication skills
- Multiple government bodies
Education
DIPLOMA -
AUCKLAND UNIVERSITY TECHNOLOGY
01.2010
Skills
- Tech savvy
- Ability to work well under pressure
- Strong 10-key typing skills
- Excellent customer service experience
- Open to change and willing to learn
Websites
Timeline
Loss Adjuster
Crawford & Company
08.2024 - Current
Claims Admin Specialist
Suncorp
01.2024 - 06.2024
Customer Care Rep
Ampla Preventative Health (Medibank)
05.2023 - 12.2023
Pay Roll/Admin Representative
Logistics.co
09.2022 - 03.2023
Pay Roll Representative
Morris Cohen Glen & Co
03.2022 - 09.2022
Pay Roll Representative
EMS-Pay
08.2021 - 02.2022
Claims Consultant
IAG Insurances
01.2020 - 08.2021
Customer Representative
Remediation AIA Insurances
05.2018 - 01.2020
Customer Representative
Origin Energy
08.2017 - 05.2018
Customer Care
Smart Services Queensland
03.2015 - 07.2017
DIPLOMA -
AUCKLAND UNIVERSITY TECHNOLOGY
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