Summary
Overview
Work History
Education
Skills
Timeline
Generic

Malavika Marati

Melbourne,VIC

Summary

Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems.

Overview

8
8
years of professional experience

Work History

Loss Adjuster

Crawford & Company
08.2022 - 02.2023
  • Evaluated insurance policies and analyzed damages to determine coverage.
  • Prepared summaries of damage, payments, and policy coverage.
  • Established relationships with clients and insurance companies to foster timely claims resolution.
  • Answered customer questions regarding deductibles.
  • Examined claims forms and other records to determine insurance coverage.
  • Verified insurance claims and determined fair amount for settlement.
  • Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
  • Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
  • Analyzed information gathered by investigation and reported findings and recommendations.
  • Synthesized data into comprehensive quarterly written reports for management.

Customer Service Representative

Victorian Department Of Transport
10.2021 - 08.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.

Customer Service Executive

Coles Supermarket
07.2021 - 10.2021
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Escalated critical customer issues to supervisor immediately to avoid lost revenue and cancelled policies.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Corresponded with delinquent customers to collect payments and make billing arrangements.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Escalated critical customer issues to supervisor to avoid lost revenue and cancelled policies.
  • Developed working relationships with internal and external customers while assisting with account management duties.
  • Informed customers of upcoming promotions and deals to boost sales.

Customer Service Administrator

NMT Tyres Truganina
01.2021 - 06.2021
  • Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
  • Researched issues with shipments, product damage and incorrect product amounts.
  • Updated customer service database with new information, address changes and contact details.
  • Developed lasting relationships with customers, which helped to bring in additional business opportunities.
  • Immediately brought critical issues to customer service manager for resolution.
  • Coordinated product shipments with correct freight company.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Monitored front areas so that questions could be promptly addressed.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

Business Operations Associate

Accenture
11.2017 - 03.2020
  • Liaised with clients to provide status updates on accounts and projects.
  • Negotiated contracts with vendors and clients.
  • Developed and distributed reports to inform management and stakeholders.
  • Reviewed budget and sales reports and utilized findings to execute budget forecasting.
  • Participated in meetings and associated events to help define and achieve organizational objectives.
  • Monitored and tracked project execution of tasks.
  • Detected errors and initiated or arranged for corrective action, following through with cognizant parties to verify resolution.
  • Collected, organized and provided data to maintain program status and customer commitments.
  • Excellent communication skills, both verbal and written.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Content Review Associate

Sunizant Info Solutions
11.2015 - 10.2017
  • Reviewed content and resolved issues within agreed-upon turnaround times and standards of quality.
  • Remained neutral and reviewed work as defined by policies and procedures and kept personal bias and opinions aside.
  • Investigated and resolved issues regarding content reported for account support and safety.
  • Practiced ongoing discretion with confidential information collection and management.
  • Responded to user review inquiries with high quality, speed, empathy and accuracy.
  • Conducted editorial meetings with staff members to collaborate and review proposed publication suggestions.
  • Developed and maintained editorial standards for content.

Graduate Apprentice Trainee

Hindustan Aeronautics Limited, HAL
11.2014 - 11.2015
  • Read and interpreted documents for standard operating procedures, safety rules and job-specific protocols.
  • Finished assigned work on schedule with minimal supervision.
  • Helped team carry out action plans to improve service metrics and outcomes.
  • Kept neat, organized records for completed work.
  • Completed required training programs and accompanying exams to maintain apprenticeship status.
  • Followed company policies and government regulations to satisfy operational compliance requirements.
  • Worked with team members to refine task workflows for greater productivity.

Education

Master of Science - Information Technology

Victoria Institute of Technology
Melbourne, VIC
06.2022

Bachelor of Science - Electronics And Communications Engineering

Jawaharlal Nehru Technological University
Hyderabad, India
04.2014

Skills

  • Insurance Fraud Expertise
  • Marketing
  • Payment Arrangements
  • Insurance Collaboration
  • Claims Negotiation
  • Efficient Service
  • Loss Mitigation
  • Report Writing
  • Claims File Management Processes
  • Customer Experience
  • Claims Procedures
  • Microsoft Excel
  • Team Management
  • Microsoft Office

Timeline

Loss Adjuster

Crawford & Company
08.2022 - 02.2023

Customer Service Representative

Victorian Department Of Transport
10.2021 - 08.2022

Customer Service Executive

Coles Supermarket
07.2021 - 10.2021

Customer Service Administrator

NMT Tyres Truganina
01.2021 - 06.2021

Business Operations Associate

Accenture
11.2017 - 03.2020

Content Review Associate

Sunizant Info Solutions
11.2015 - 10.2017

Graduate Apprentice Trainee

Hindustan Aeronautics Limited, HAL
11.2014 - 11.2015

Master of Science - Information Technology

Victoria Institute of Technology

Bachelor of Science - Electronics And Communications Engineering

Jawaharlal Nehru Technological University

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Malavika Marati