Mariana Kato

• In this role, I manage a range of administrative and service focused activities requiring forward-planning, methodical administration to deadlines, and the application of systemized practices to deal with a high volume of issues to meet deliverables.

• Complying with administrative systems and processes to ensure that all information is accurate, stored, and accessible

• Ensuring uniformity and professionalism while implementing operational guidelines and procedures

• Preparing and maintaining documentation and sourcing and collating information for reporting, monitoring, and evaluation purposes to contribute to the achievement of outcomes

• Identifying opportunities to improve the efficiency of work processes

• Maintaining an awareness of business issues to meet expectations in a constantly evolving service environment.

• Recognized for my abilities, my promotion to this role enabled me to continue providing the highest level of service to customers, however, involving face-to-face contact
• I built and sustained relationships to create and maintain a positive impression of the organization by professionally managing customer inquiries using my knowledge of the range of services that Service NSW provides in accordance with the relevant policies and procedures that apply.

• Creating positive outcomes for customers by taking ownership of and addressing customers' needs
• Actively contributing to a positive and professional work environment to support a smooth customer-focused experience
• Contributing to the overall success of the team by meeting performance targets
• Updating knowledge and skills to remain current and proactive in completing tasks with a high level of accuracy to ensure compliance.

• Ensuring high levels of customer service delivery through a positive experience that is easy, convenient, and secure
• Creating positive relationships in all interactions by being professional and friendly by maintaining satisfaction as a priority
• Recording and maintaining accurate information regarding customers inquiries, sources of information, and levels of assistance provided
• Acknowledging, resolving, and recording customer complaints and escalating any unresolved issues
• Undertaking routine system searches, input and extracting data using available computer systems
• Complying with privacy requirements and legislative obligations

• In this role, I was trained as part of the Refugee Program and became well-informed with knowledge of products and services to plan, organize, and administer Workers Compensation requirements as the voice of Allianz using my project management skills
• I was responsible for ensuring that the medically necessary care was being delivered as efficiently and economically as possible and anticipating the patient's future healthcare needs by implementing mechanisms to meet those needs.
• Discussing claims with employees, employers, GP, hospitals, specialists, and lawyers to ensure all information was correctly captured
• Providing objective, critical analysis of legislation, policies, and procedures to achieve quality decision-making
• Preparing and coordinating the collation of periodic and ad hoc reports for review and analysis while ensuring compliance
• Collaborating with companies to ensure employees receive the correct pay
• Tracking and communicating the progress of outstanding insurance claims and evaluating the accuracy and quality of data while reviewing and processing claims and legal documents and conducting follow-ups on unresolved issues

• I used this opportunity to use my high fitness level and commitment to customer service excellence by maintaining a safe environment through constant surveillance of patrons and applying emergency care as needed.