Summary
Overview
Work History
Education
Skills
Custom
Timeline
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MICHELLE KOKA

OAKHURST,New South Wales

Summary

Seasoned Specialist offering 18 years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of QA terms, tools and methodologies. Committed to improving overall business processes.

Overview

19
19
years of professional experience

Work History

Specialist Complaints Management

IAG
PARRAMATTA, New South Wales
02.2022 - Current
  • Attempt to resolve service complaints and ensured compliance with GICOP guidelines in collaboration with Counter Fraud & Intelligence Teams.
  • Provide actionable insights to enhance investigation processes across Counter Fraud & Intelligence teams.
  • Delivere comprehensive training to new starters, improving their capability in managing customer complaints.

Resolution & Privacy Specialist

AIA
Auckland, New Zealand
02.2018 - 12.2021
  • Reviewed and evaluated decisions to deny Health and Death claims, ensuring accuracy and compliance with regulations.
  • Presented comprehensive findings on claim denials to the Executive Panel, facilitating informed decision-making.
  • Prepared detailed submissions to the Financial Ombudsman Services to support dispute resolution and uphold organizational integrity.

Senior/Acting Lead

IAG
Parramatta, NSW
07.2006 - 12.2018
  • Assisted investigation teams as a Senior Consultant, ensuring quality assurance and training of new staff.
  • Provided comprehensive support in investigations, maintaining high standards of quality and training new employees.
  • Led team operations as Acting Lead, overseeing all aspects of team management.

Education

High School Diploma -

Papatoetoe High School
Auckland
01-1986

Skills

  • Investigation techniques
  • Team leadership
  • Communication skills
  • Problem solving
  • Attention to detail
  • Stakeholder engagement
  • Report writing
  • Quality assurance
  • Conflict resolution
  • Customer service

Custom

  • Church Youth Leader
  • Church Choir Master/Pianist
  • Volunteer worker at Salvation Army

Timeline

Specialist Complaints Management

IAG
02.2022 - Current

Resolution & Privacy Specialist

AIA
02.2018 - 12.2021

Senior/Acting Lead

IAG
07.2006 - 12.2018

High School Diploma -

Papatoetoe High School

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MICHELLE KOKA