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, SA12-2000
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