LUKE ELLUL
Windsor,VIC
Summary
Dedicated professional with strong experience in customer service and stakeholder support, recognised for clear communication, empathy, and a collaborative mindset. Skilled at navigating complex processes with accuracy while managing competing priorities. Passionate about contributing to positive health and wellbeing outcomes by ensuring people feel supported and understood.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Claims Officer
Australia Post
05.2025 - Current
- Processed 100–150 incapacity payments per fortnight for injured colleagues, meeting compliance and timeliness standards, while managing competing priorities in a high-volume environment.
- Applied detailed knowledge of workers' compensation legislation to assess eligibility for incapacity payments, resolve complex inquiries, and maintain accuracy under pressure.
- Ensured that injured colleagues received timely and uninterrupted income support, helping to maintain financial stability and trust during recovery.
Credit Officer
Australia Post
05.2023 - 05.2025
- Collaborating with internal stakeholders to facilitate debt collection and resolve outstanding issues efficiently
- Ensuring payment of overdue invoices and resolving disputed invoices to maintain financial stability
- Achieved low delinquency percentages each invoicing month, contributing to team collection KPI's.
- Building relationships with external customers to enhance the credit management profile and foster trust
Customer Service Consultant
Australia Post
12.2020 - 05.2023
- Answered customer inquiries via phone, email, and chat.
- Managed difficult customer situations with professionalism and empathy.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Achieved a high customer satisfaction rating by resolving customer issues efficiently and courteously, resulting in an increased NPS (Net promoter score) from 7 to 10/10
Education
Health Sciences - Psychology For Allied Health/Exercise Science
Deakin University
10-2026
Diploma of Health Sciences -
Deakin College
01.2023
Skills
- Strong Interpersonal Skills
- Written and oral communication
- Diversity and Inclusion
- Professional telephone demeanour
- Team collaboration
- Adaptability and Flexibility
Certification
- Diploma of Health Sciences
- LinkedIn Learning Certificate: Recruiting Foundations: Recruiting for In-House Recruiters
- LinkedIn Learning Certificate: Diversity, Inclusion and Belonging.
Timeline
Claims Officer
Australia Post
05.2025 - Current
Credit Officer
Australia Post
05.2023 - 05.2025
Customer Service Consultant
Australia Post
12.2020 - 05.2023
Health Sciences - Psychology For Allied Health/Exercise Science
Deakin University
Diploma of Health Sciences -
Deakin College
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