Marina Krasavcic
Caroline Springs,AUSTRALIA
Summary
Extensive background in the Victorian WorkCover industry, with a strong track record of supporting claims processes and guiding clients through complex requirements. Dedicated to maintaining customer satisfaction, contributing to company success, and fostering effective teamwork in dynamic environments.
Overview
14
14
years of professional experience
Work History
Client Services Officer
WORKPLACE INJURY COMMISSION, VIC
10.2017 - Current
- Register and code new Applications for Conciliation into the case management system, ensuring all required information was complete and accurate.
- Verify jurisdictional validity of applications and maintain data integrity across all dispute records.
- Ensure timely notifications are sent to all parties upon application lodgement, in line with legislative and organisational timeframes.
- Conduct follow-up investigations into late lodgements or missing documentation.
- Respond to a high volume of phone, email, and in-person enquiries from the public, internal staff, and external stakeholders.
- Undertook reception and switchboard duties on a rotating roster, ensuring smooth daily operations.
- Assist the Team Leader with administrative support and process coordination as required.
- Contribute proactively to team tasks and responsibilities, ensuring efficiency and coverage across all service areas.
Claims administrator– insurance operations
AMP, VIC
05.2016 - 10.2017
- Administer income protection and superannuation payments to clients, organisations, and companies with accuracy and compliance.
- Process payments for medical reports, surveillance reports, and child support obligations.
- Established new claims and managed existing cases across total and permanent disability, trauma, and death claims.
- Provided operational support to case managers, assisting with claims procedures and workflow requirements.
- Deliver high-quality service to clients and advisors, ensuring claims are completed efficiently and to the highest standard.
Case manager – workers compensation
QBE INSURANCE, PTY LTD, VIC
03.2012 - 01.2016
- Manage a portfolio of complex long-term workers’ compensation claims, ensuring full compliance with the Workplace Injury Rehabilitation and Compensation Act 2013.
- Coordinated payments for weekly compensation, medical and like expenses, rehabilitation services, and other entitlements in line with the Act.
- Maintained ongoing communication with injured workers, employers, medical providers, and legal representatives to support claim progress and resolution.
- Performed regular reviews of claim status, gathering medical reports, facilitating case conferences, and conducting ongoing assessments of work capacity.
- Delivered high-quality client service, ensuring claimants and stakeholders received timely, accurate, and empathetic support.
- Actively worked with injured workers, employers and health care providers to strategically plan, monitor and assist in the delivery of sustainable return to work progress.
Education
Credential Practitioner of Coaching -
The Coaching Institute
Melbourne, VIC01.2015
Masters of Commerce - undefined
RMIT University
Melbourne, VIC01.2010
Bachelor of Business - Applied Economics, International Trade
Victoria University
Melbourne, VIC01.2008
Skills
- Exceptional customer service
- Effective communicator with diverse clients
- Detail-oriented professional adept at meeting tight deadlines
- Administrative support and software proficiency
Timeline
Client Services Officer
WORKPLACE INJURY COMMISSION, VIC
10.2017 - Current
Claims administrator– insurance operations
AMP, VIC
05.2016 - 10.2017
Case manager – workers compensation
QBE INSURANCE, PTY LTD, VIC
03.2012 - 01.2016
Masters of Commerce - undefined
RMIT University
Bachelor of Business - Applied Economics, International Trade
Victoria University
Credential Practitioner of Coaching -
The Coaching Institute