Summary
Overview
Work History
Education
Skills
References
Accomplishments
Timeline
Generic

Lia Marianne Panas

Woodrising,Australia

Summary

Customer service and client management expert with a strong history of issue resolution and customer satisfaction enhancement. Proven ability to engage with diverse individuals effectively. Dedicated to providing exceptional service in a call center environment.

Overview

26
26
years of professional experience

Work History

High Complexity Case Manager, Workers Compensation

QBE Insurance
12.2022 - 07.2025
  • Managing a diverse portfolio of 50-80 complex psychological and physical injury claims.
  • Provided early intervention and support during first 52 weeks post-injury.
  • Facilitated weekly claims reviews with the Agency to monitor case progress.
  • Conducted medical case conferencing, coordinating agendas, invites, and action items.
  • Completed initial stakeholder contacts within three days, updating liability by day seven.
  • Reviewed and authorised treatment requests, approving necessary services while declining non-work-related treatments.
  • Communicating adverse and non-adverse liability decisions to injured workers and stakeholders, outlining next steps.
  • Maintained compliance with policies, procedures, and relevant legislation through effective communication.

Assistant Case Manager- Active States, NT, WA, TAS & ACT

QBE Insurance
Darwin, Australia
08.2021 - 12.2022
  • Responding to phone and email enquiries promptly, ensuring efficient communication.
  • Supporting case managers by managing administrative tasks, filing correspondence, and approving payments.
  • Processing payments for settlements and direct payees while resolving duplicate transactions.
  • Providing updates to regulatory authority regarding compliance and reporting requirements.
  • Collating legal files and preparing various correspondence, letters, and mail.
  • Reconciling expenses to maintain accurate financial records.
  • Arranging travel requests and facilitating meetings and morning teas.
  • Booking Independent Medical Examinations for case managers and handled compensation advice for Medicare and Centrelink.

Casual- hospitality

Foreshore Café
Nightcliff, Australia
01.2021 - 06.2021
  • Managing till operations and cash transactions efficiently.
  • Taking customer orders, ensuring accurate, and prompt service.
  • Preparing served beverages, including alcohol, in compliance with RSA guidelines.
  • Delivering food orders to tables promptly and enhancing dining experiences.

Client Relationship Manager VIC/SA

Paspaley Pearling Company Pty Ltd
Darwin, Australia
07.2009 - 12.2020
  • Being the primary contact for private clients for Victoria and South Australian customers.
  • Retailing high-end jewelry through face-to-face and phone sales.
  • Exceeded sales targets and KPIs consistently.
  • Planning and executing successful company events.
  • Training staff on relationship building, sale processes, and techniques.
  • Managing emails, phone enquiries, and complaints.
  • Maintaining and strengthening client relationships through effective communication.
  • Handling large financial transactions, including banking and POS balancing.

Counter Assistant

JB HI FI
Southland shopping Centre, Australia
07.2007 - 01.2009
  • Processing counter sales using point-of-sale systems to enhance transaction efficiency.
  • Directing phone enquiries to appropriate departments.
  • Processing layby transactions.
  • Maintaining cleanliness and organization of work area and promote work health and safety.

Assistant Manager

The World of Opal
Darwin, Australia
01.2000 - 12.2007
  • Retailing opal jewellery to local and overseas customers for my family business.
  • Attending networking events.
  • Processing wages, superannuation, and BAS statements accurately and timely.
  • Conducting stocktakes and managing general retail operations.
  • Processing jewellery repairs.

Education

High School Diploma -

Kildare College
Holden Hill, SA
12-2000

Skills

  • Problem solving
  • Strategic planning
  • Conflict resolution
  • Analytical thinking
  • Staff development
  • Store opening and closing
  • Effective communication
  • Visual merchandising
  • Sales forecasting
  • Inventory management
  • Point-of-sale systems
  • Business development
  • Team leadership
  • Performance analysis
  • Staff training
  • Retail operations
  • Stock audits
  • Customer service
  • Upselling strategies
  • Critical thinking
  • Store display management
  • Follow-up calls
  • Financial reporting
  • Sales expertise
  • Management
  • Brand awareness
  • Delegating work
  • Customer relationship management
  • Claims management
  • Medical case conferencing
  • Regulatory compliance
  • Stakeholder communication
  • Treatment authorization
  • Administrative support
  • Conflict resolution techniques
  • Risk assessment proficiency
  • Stakeholder relationship management
  • Staff training and development
  • Data analysis capabilities
  • Claims processing
  • Legal compliance
  • Liability management
  • Investigation techniques
  • Quality assurance
  • Goal setting

References

  • Lisa Dalgleish - Service Manager- QBE Insurance 0407 990 369
  • Peter Kelly, Previous Manager Paspaley, Peterkelly25@googlemail.com, 0410 447 112
  • Annika Batchelor-Injury Management specialist-QBE Insurance 0431939170 Annikakay83@gmail.com
  • Karren Pfitzner, Paspaley- Team leader Customer Service, 0417 844 910, Kpfitzner@paspaley.com.au

Accomplishments

  • During my time as a Client relationship manager with Paspaley, I was honoured to received 3 star awards for my customer focus and can do attitude. I was the first to receive the award and recognition and on receipt of the third award the company handcrafted an engraved a silver plaque to display a beautiful mother of pearl shell.

Timeline

High Complexity Case Manager, Workers Compensation

QBE Insurance
12.2022 - 07.2025

Assistant Case Manager- Active States, NT, WA, TAS & ACT

QBE Insurance
08.2021 - 12.2022

Casual- hospitality

Foreshore Café
01.2021 - 06.2021

Client Relationship Manager VIC/SA

Paspaley Pearling Company Pty Ltd
07.2009 - 12.2020

Counter Assistant

JB HI FI
07.2007 - 01.2009

Assistant Manager

The World of Opal
01.2000 - 12.2007

High School Diploma -

Kildare College

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Lia Marianne Panas