Lumari Coetzee
Melbourne,Australia
Summary
Dynamic Senior Case Manager at Gallagher Bassett with a proven track record in claims management and crisis intervention. Adept at utilizing DINTS claim systems and fostering cross-cultural sensitivity, I excel in high-pressure environments, ensuring timely resolutions and exceptional client satisfaction. Committed to achieving results through strong interpersonal skills and attention to detail. Seasoned Senior Case Manager with significant experience in managing large caseloads, developing effective case management plans, and advocating for client needs. Strengths include strong leadership skills, exceptional organizational abilities, and adept communication skills. Previous roles have involved impactful contributions such as fostering positive relationships with clients, coordinating services to meet individual needs, and ensuring compliance with legal requirements.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Case Manager
Gallagher Bassett
Melbourne
11.2022 - Current
- Managed and processed claims for injured workers seeking reimbursement for medical expenses.
- Participated in case conferences with multi-disciplinary team to discuss client care planning and progression.
- Provided crisis intervention services in emergency situations.
- Reviewed, monitored, and approved medical treatment requests from injured workers.
- Ensured receipt of documentation for processing weekly wage payments to employers and injured workers.
- Assessed and processed invoices, entered contact notes, and drafted decision letters.
- Handled high volume of client calls regarding claims outcomes and customer service inquiries.
- Collaborated with stakeholders, including injured workers, employers, and healthcare providers.
- Utilized claims management systems to record information while ensuring privacy and accuracy.
- Participated in case conferences to implement effective cost management strategies on claims.
Claims Consultant
INSURANCE AUSTRALIA GROUP
Melbourne
02.2020 - 05.2021
- Answered phone calls promptly and professionally to enhance customer experience.
- Coordinated with internal teams to resolve complex claim issues efficiently.
- Managed home insurance claims from inception to resolution with exceptional service.
- Coordinated temporary accommodations for customers facing uninhabitable conditions.
- Memorized product disclosure statement (PDS) to ensure accurate information delivery.
- Handled contentious and high-value claims with sensitivity and thoroughness.
- Liaised with suppliers and repairers to secure timely services for clients.
- Communicated daily goals and previous achievements via email to team members.
- Resolved customer complaints while maintaining high standards of service.
Hospitality Worker
WAITRESSING OVERSEAS
Hossegor
12.2018 - 10.2019
- Greeted and seated customers promptly to enhance dining experience.
- Maintained cleanliness and organization of dining and common areas consistently.
- Took food and beverage orders accurately to ensure customer satisfaction.
- Managed reservations to optimize seating arrangements.
- Answered queries regarding menu options and dietary restrictions.
- Bartended, preparing beer, wine, and cocktails efficiently.
- Served food and drinks in a timely manner while maintaining professionalism.
- Communicated effectively with kitchen staff to coordinate service flow.
- Cleared, cleaned, and reset tables efficiently between services.
Rental Sales Agent
W.T.H PTY LTD T/A – AVIS AUSTRALIA
Melbourne, VIC
12.2015 - 11.2018
- Served as first point of contact for customers, ensuring prompt assistance.
- Processed rental transactions using company software systems efficiently.
- Delivered professional customer service, resolving queries with efficiency and compassion.
- Facilitated customer reservations through email, telephone, and in-person interactions.
- Trained and supported new staff members to enhance team performance.
Work Shop Coordinator
W.T.H PTY LTD T/A – AVIS AUSTRALIA
Perth, WA
07.2013 - 10.2014
- Managed maintenance and repair operations for passenger and commercial vehicles.
- Liaised with suppliers and repairers to coordinate breakdown repairs and replacements.
- Interacted with customers to address inquiries and resolve issues.
- Prepared purchase orders and cheques while processing invoices efficiently.
- Collaborated with insurance department to facilitate management of motor claims.
Administration
W.T.H PTY LTD T/A – AVIS AUSTRALIA
Karratha, WA
03.2012 - 07.2013
- Trained and supported new staff members to ensure efficient onboarding.
- Managed payroll processing for accurate employee compensation.
- Created and deposited cheques to maintain banking operations.
- Facilitated comprehensive account management for Pilbara location.
- Prepared purchase orders to streamline procurement processes.
Education
Certificate IV - Work Health and Safety
OPEN COLLEGES
01.2014
Year 12 high school graduation -
ST. LUKES COLLEGE
01.2011
Primary School -
MILLARS WELL PRIMARY SCHOOL
01.2006
Skills
- Computer (Mac and PC)
- Microsoft Office: Excel, Outlook, Word, and PowerPoint
- CAAPS accounting system
- DINTS claim system
- Excellent understanding in OHS/WHS practices
- Work well in a fast-paced environment
- Diverse interpersonal skills
- Critical thinking and decision making
- Excellent personal management skills
- Strong work and team ethic
- Highly adaptable
- Extremely quick learner
- Self-motivated
- Goal-oriented and results-driven
- Punctual and professional
- Attention to detail
- Flexible
- Case management
- Cross-cultural sensitivity
Certification
- 2019 VIC responsible service of alcohol (SITHFAB002)
- 2016 Top 10 Rental sales agents ARP in Australia, AVIS
- 2015 Best Presented Employee (3 consecutive months), PANDORA
- Highest Revenue Sales, PANDORA
- 2014 Certificate IV Work Health and Safety (BSB41412)
- C Class Manual Drivers License
Languages
English: Fluent, Afrikaans: Fluent
References
- Andrew, Doyle, Team Lead, Insurance Australia Group, andrew.doyle@iag.com.au, 03 8630 1085 (ext. 31085), Insurance Australia Group
- Mark, Rogers, Location Manager, Avis Budget Australia, magnumaustralia@gmail.com, +61 437 470 459, Avis Budget Australia
- Chelsea, Lewis, Team Manager, Gallagher Bassett, Chelsea_lewis@gbtpa.com.au, +61 400 810 517, Gallagher Bassett
- Rachel, Cockburn, Team Manager, Gallagher Bassett, Rachel_cockburn@gbtpa.com.au, +61 407 877 558, Gallagher Bassett
Timeline
Senior Case Manager
Gallagher Bassett
11.2022 - Current
Claims Consultant
INSURANCE AUSTRALIA GROUP
02.2020 - 05.2021
Hospitality Worker
WAITRESSING OVERSEAS
12.2018 - 10.2019
Rental Sales Agent
W.T.H PTY LTD T/A – AVIS AUSTRALIA
12.2015 - 11.2018
Work Shop Coordinator
W.T.H PTY LTD T/A – AVIS AUSTRALIA
07.2013 - 10.2014
Administration
W.T.H PTY LTD T/A – AVIS AUSTRALIA
03.2012 - 07.2013
Certificate IV - Work Health and Safety
OPEN COLLEGES
Year 12 high school graduation -
ST. LUKES COLLEGE
Primary School -
MILLARS WELL PRIMARY SCHOOL
Similar Profiles
James PalitzschJames Palitzsch
Claims Supervisor at Gallagher Bassett ServicesClaims Supervisor at Gallagher Bassett Services
Evan WardEvan Ward
Commercial Auto PD Adjuster at Gallagher BassettCommercial Auto PD Adjuster at Gallagher Bassett
Myesha JenkinsMyesha Jenkins
Claims Intake Representative at Gallagher BassettClaims Intake Representative at Gallagher Bassett
Shane ChandlerShane Chandler
Senior Resolution Manager at Gallagher Bassett Services Inc.Senior Resolution Manager at Gallagher Bassett Services Inc.
Agam JohalAgam Johal
Optical Assistant at Specsavers, CroydonOptical Assistant at Specsavers, Croydon