Mark Panepinto
Oran Park,NSW
Summary
Dedicated and driven professional with a proven track record of exceeding expectations through hard work, motivation, and a high level of expertise in Workers Compensation. Committed to delivering exceptional results and continuously improving skills to achieve success in challenging environments.
Overview
10
10
years of professional experience
Work History
Case Management Specialist
Employers Mutual Limited
Sydney, NSW
06.2022 - 07.2024
- Proactively managed tail-end claims by planning and developing tailored injury management plans which resulted in the successful recovery and return to work of injured workers.
- Mentored two new starters on company workflows and policies to ensure a seamless onboarding process.
- Participated in the pilot of new internal processes and provided feedback on the feasibility of the project, assisting with the successful launch of these processes
- Determined liability of claims, including liability for new claims, return to work services, domestic assistance, and treatment requests such as surgeries.
- Organised and attended medical case conferences with the injured worker and their treating provider to discuss and develop a mutual recovery and return to work plan.
- Maintained accurate records and documentation, ensuring compliance with regulatory requirements and facilitating seamless audits.
- Facilitated timely transitions between care settings by coordinating with healthcare providers, employers, and rehabilitation providers.
- Successfully maintained a perfect record of compliance with zero privacy breaches during my tenure.
- Completed Team Leader training program and in the process of undergoing Technical Specialist and Injury Management Specialist training program.
Customer Retention Coordinator
Supagas Australia
03.2021 - 04.2022
- Liaising between account managers, sales representatives and customers
- Dispute resolution, positive complaints handling and optimizing customer satisfaction
- Management of personal and team KPI’s on a daily, monthly and annual basis
- Asset monitoring and product tracking
- Order placing and delivery management
- High level of customer interaction via verbal and written communication
- On-call after hours roles for customer support and product deliveries
- Working cohesively in a team environment.
Customer Service and Accounts Clerk
Supagas Australia
08.2020 - 03.2021
- Managing large ledgers of customers
- Settling outstanding accounts
- Allocating payments and applying credits
- Account administration and reconciliation
- Achieving KPI’s and targets
- Computer skills – PRONTO system and Microsoft excel
- Customer service, excellent verbal and written communication and dispute resolution.
Financial Consultant
MWM FINANCE
04.2019 - 03.2020
- Conducting credit assessments
- Approving home loans, house and land package deals
- Appointment setting and clientele procurement
- High quality communication and positive customer relationships.
Assistant Manager
Dan Murphys
01.2015 - 01.2019
- Customer service and support
- Working toward KPI targets
- Stock take, ordering and shop organization
- Point of sale and financial transaction experience.
Education
ADVANCED Diploma Of finance and Mortgage Broking Management -
Australis College
01.2015
CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING -
Australis College
01.2015
Skills
- Excellent level of written, verbal and interpersonal communication skills
- Eager to learn and develop professional skills
- Empathetic and understanding
- Outstanding complaints management techniques and customer satisfaction skills
- Highly competent with technological and computer-based software
- Ability to develop rapport between customers and co-workers
- Works cohesively in a team with the ability to undertake leadership roles
- Proactive and enthusiastic approach to work
- Focused and organized work style with high attention to detail
- Able to receive constructive feedback
DOB
12/09/1995
References
Danielle Gooley (Team Leader, EML) - 0423 550 337
Shafana Salsabila (Injury Management Specialist, EML) - 0403 492 281
Amin Atighpour (Team Leader, EML) - 0410 436 200
Timeline
Case Management Specialist
Employers Mutual Limited
06.2022 - 07.2024
Customer Retention Coordinator
Supagas Australia
03.2021 - 04.2022
Customer Service and Accounts Clerk
Supagas Australia
08.2020 - 03.2021
Financial Consultant
MWM FINANCE
04.2019 - 03.2020
Assistant Manager
Dan Murphys
01.2015 - 01.2019
ADVANCED Diploma Of finance and Mortgage Broking Management -
Australis College
CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING -
Australis College