Maree Cassel
Albion Park,NSW
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Brings positive attitude and commitment to continuous learning and growth. Equipped with strong skills in de escalation and problem-solving. A willingness to learn. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges with dedication and enthusiasm. Extensive experience in customer support and data entry.
Overview
36
36
years of professional experience
Work History
APS4-Shellharbour Officer
Services Australia
10.2014 - Current
- High level of customer service
- Collaborate with other departments to streamline work processes and improve efficiency.
- Resolved customer complaints with answers and solutions to problems.
- Communicate effectively
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills.
Customer Service -Shellharbour Branch
Medicare Australia
04.2005 - 10.2014
- Actively work as a team member
- Cash handling
- Complex claims processing and enquires
- Identify Fraudulent claims
- High level of customer service
- Acted Branch Manager
Customer Service Officer - Information Section
Medicare
03.1999 - 03.2005
- Knowledge and understanding of the Health and other Services ACT 1995
- Answer general and complex enquires
- Communicate effectively with our customers, solicitors and barristers.
- Investigate and resolve MP's enquires as a priority.
- Managed difficult customer situations with professionalism and empathy.
Customer Service Officer - Compensation
Health Insurance Commission
03.1996 - 03.1999
- Contributed to team effort by meeting performance goals and assisting colleagues when needed.
- Conducted outbound calls to follow up with insurance companies, solicitors and customers
- Process customers recovery amounts after settlement /judgement
- Resolved customers complaints and ministerials
- Issue of refund cheques to customers
- Provide a high level of customer service
- Mentor new staff
- Acted Team Leader
Branch Customer Service Officer
Health Insurance Commission
10.1994 - 03.1996
- Provide a high level of customer service
- Resolving complex enquires
- Processing of cash and cheque claims
- Accurately process Medibank contributions
- Process overseas student claims
- Enrolling new Medicare customers
- Joining new health insurance members
- Liaise both verbally and in written forms to our customers
- Data entry
- Childcare claims
- Promote health insurance - Medibank Private
- Balanced cash drawer at beginning and end of each shift.
- Acted Branch Manager
Administrative Officer - Medicare Telephone Enquir
Health Insurance Commission
10.1990 - 10.1994
- Answering both basic and complex enquires
- Processing Medicare Claims
- Liaising with doctors
- Claims research
- Cancellation and re-issue of cheque
- High level of customer service
Data Entry Clerk
Direct Bill Section-Health Insurance Commission
03.1990 - 10.1990
- Entered large volume of information daily with high degree of accuracy.
- Telephone Enquires
- Data Entry of bulk billing claims
- Claims adjustments from providers
- Completed data entry tasks with accuracy and efficiency.
- Maintained a high level of accuracy and speed through continuous self-assessment
Administrative Officer
Central Mailroom -Health Insurance Commission
12.1988 - 03.1990
- Basic assessing of claims
- Claims classifying
- Opening GPO mail
- Classifying correspondence
- Certifying mail register
- Telephone enquires
- Prepared and issued work to branches
- Acted team leader
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Skills
- Customer Support
- Security management
- Investigative procedures
- Communication skills
- Problem solving
- Critical thinking
- Team collaboration
- Multitasking
- Decision making
- Leadership skills
- Complaint Handling
- Conflict resolution
- Records Maintenance
- Data Entry
Timeline
APS4-Shellharbour Officer
Services Australia
10.2014 - Current
Customer Service -Shellharbour Branch
Medicare Australia
04.2005 - 10.2014
Customer Service Officer - Information Section
Medicare
03.1999 - 03.2005
Customer Service Officer - Compensation
Health Insurance Commission
03.1996 - 03.1999
Branch Customer Service Officer
Health Insurance Commission
10.1994 - 03.1996
Administrative Officer - Medicare Telephone Enquir
Health Insurance Commission
10.1990 - 10.1994
Data Entry Clerk
Direct Bill Section-Health Insurance Commission
03.1990 - 10.1990
Administrative Officer
Central Mailroom -Health Insurance Commission
12.1988 - 03.1990
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