Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Mellena Marriott

Ballajura,WA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Professional insurance executive with strong focus on team collaboration and achieving results. Skilled in risk assessment, policy development, and client relationship management. Known for adaptability, reliability, and effective problem-solving in dynamic environments. Capable of driving impactful results through strategic planning and execution.

Overview

18
18
years of professional experience

Work History

Senior Insurance Motor Claim

IAG Insurance
01.2021 - Current
  • Evaluated and settled complex insurance claims in strict timeframes.
  • Worked with 60 claims adjusters and examiners to expedite processing in alignment with procedures.
  • Affirmed or denied coverage fairly based on thorough investigations.
  • Investigated motor damages, gathering information from diverse sources and delivering comprehensive reports.
  • Followed up with customers on unresolved issues.
  • Escalated files with significant indemnity exposure to supervisor for further investigation.
  • Utilized appropriate cost containment techniques to reduce overall claim costs.
  • Modelled exceptional customer service skills and appropriate diagnostic sales techniques to team members.
  • Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Developed and maintained courteous and effective working relationships.
  • Identified issues, analyzed information and provided solutions to problems.
  • Resolved problems, improved operations and provided exceptional service.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Participated in team-building activities to enhance working relationships.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Increased customer satisfaction by streamlining the claims process and implementing effective communication strategies.
  • Reduced operational costs for improved efficiency by identifying areas of improvement and implementing necessary changes.
  • Improved employee performance through ongoing training programs, mentorship opportunities, and comprehensive performance evaluations.
  • Conducted comprehensive risk assessments on complex accounts to determine appropriate coverage levels based on individual client needs.
  • Implemented innovative underwriting techniques to accurately assess risk exposure while maintaining competitive pricing structures.
  • Built strong relationships with key stakeholders, including clients, brokers, and regulatory agencies to promote trust and cooperation.
  • Inspired excellence among team members through effective leadership, motivation, and recognition efforts, resulting in higher levels of employee engagement and satisfaction.
  • Managed a team of 10 insurance professionals, providing guidance and support to ensure high productivity levels and quality service delivery.
  • Established a culture of continuous improvement within the organization by fostering open communication channels and promoting employee involvement in decision-making processes.
  • Oversaw day-to-day operations of the department, ensuring that all activities were carried out in compliance with industry standards and regulations.
  • Delivered excellent client service experiences through timely resolution of inquiries, disputes, and claims matters while maintaining professionalism throughout all interactions.
  • Promoted a culture of accountability within the organization by setting clear expectations and consistently monitoring progress towards established goals.
  • Developed and executed successful business strategies, resulting in significant growth in revenue for the company.
  • Guided agents through life, health, property and casualty insurance licensing and renewal processes.
  • Followed up with potential clients regarding online information requests to present and clearly explain coverage options.
  • Conferred with clients to obtain information regarding policy claims.
  • Listened to customer complaints and concerns to diffuse issues by correcting errors and making adjustments.
  • Educated clients on insurance policies and procedures.
  • Analyzed customer needs to provide customized insurance solutions.
  • Monitored customer feedback and identified areas of improvement.

Lead Bank Teller

Commonwealth Bank
10.2012 - 01.2021
  • Identified potential needs through observation, questioning and listening.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Mentored newly hired team members on appropriate responses to patron questions.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Created teller schedule to keep weekly and weekend shifts properly staffed.
  • Maintained friendly and professional customer interactions.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Executed wire transfers, stop payments and account transfers.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Investigated and promptly resolved issues with patron accounts.

Receptionist

ALLENS VEHICLE REFINISHERS
01.2011 - 10.2012
  • Invoice receiving and updating Updating quotations Liaising with both clients and Insurance companies Customer service Filing and general office duties Implementing new more efficient office procedures Liaising with Reps and Assessors Maintaining and creating client records
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Managed multiple tasks and met time-sensitive deadlines.

Claims Officer

QBE CLAIMS CENTRE
01.2007 - 01.2011
  • Quality Customer service Conflict resolution with both customers and staff Claims lodgement as well as processing of existing claims Staff liaison
  • Staff supervision in absence of management – due to extensive leave of illness
  • Organisational skills – arranging repairs, records, pick ups and deliveries
  • Extensive telephone skills
  • Staff representation with management including negotiation and reporting skills
  • Networking with outside recourses by being a part of “Starlight Foundation” and raising money on behalf of QBE “One QBE” transition team member to help communicate the vision and values of “One QBE” Liaising between staff and management to aid in this transition
  • Total loss reference and trainer for all team members being entrusted to compile Total loss training manuals and examples
  • Extensive front desk experience dealing with customers and suppliers
  • Managed 30 incoming calls efficiently, prioritizing tasks based on urgency and importance to meet deadlines consistently.

Education

Completion of Certificate IV in Insurance -

QBE Insurance And Commonwealth Bank

Certificate in Office and Secretarial Studies -

Albany Regional Tafe
2011

Skills

  • Time Management
  • Claim Denial Explanation
  • Claim Processing
  • Insurance Claim Requirements
  • Managing a team of 8-10 staff
  • Implementing changes in process and procedure
  • Working autonomously or as part of a team
  • Building great report with people I work with and for as well as customers
  • Operational efficiency
  • Relationship management
  • Data analytics
  • Risk management
  • Teamwork and collaboration
  • Customer service
  • Reliability
  • Excellent communication
  • Team collaboration
  • Team leadership
  • Adaptability and flexibility
  • Verbal and written communication
  • Decision-making
  • Customer engagement
  • Relationship building
  • Self motivation
  • Product knowledge
  • Interpersonal skills
  • Client relations
  • Conflict resolution
  • Goal setting
  • Risk assessment
  • Professionalism
  • Policy Knowledge
  • Time management abilities
  • Continuous improvement
  • Adaptability

Accomplishments

    During my time as Motor Claim consultant I was fortunate enough to have been successful in applying for a Senior Consultant within the Victorian motor team. This was an eight month secondment and during this time I was frequently called upon to also step into the Lead role.

    This role entailed handling any staff issues, concerns or conflicts that arose.

    I was the main contact for all staff enquires and also the person who took ownership of checking in on all staff during a number of changes going through with in the business. I was able to suggest easier and more efficient ways of working and was responsible for implementing any changes that were to take place.

    I encouraged the staff to strive for more and to utilise the opportunities these changes presented to them.

    I collaborated between different teams, seniors, leads and many different departments, gaining praise from all along my journey.

    I happily worked Eastern Standard times whilst residing in Western Australia.

    I am happily married with 2 beautiful children 9 and 20. I love to go out for a great cup of coffee and spending time in my every growing garden.

Timeline

Senior Insurance Motor Claim

IAG Insurance
01.2021 - Current

Lead Bank Teller

Commonwealth Bank
10.2012 - 01.2021

Receptionist

ALLENS VEHICLE REFINISHERS
01.2011 - 10.2012

Claims Officer

QBE CLAIMS CENTRE
01.2007 - 01.2011

Certificate in Office and Secretarial Studies -

Albany Regional Tafe

Completion of Certificate IV in Insurance -

QBE Insurance And Commonwealth Bank
Mellena Marriott