Milcah Mauyao
Cloverdale
Summary
Dedicated Customer Service Officer committed to establish and maintain excellent communication and relationship with clients. . Experienced in data entry and administration, skilled in making liability decisions for residential and commercial properties. Proven track record of job success demonstrating exceptional results. Expertise in customer service industry with superior knowledge to provide top-notch service to all clients encountered.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Claims Consultant
Strata Community Insurance
04.2023 - Current
- Managed large caseloads effectively, prioritising tasks to ensure prompt attention to urgent matters.
- Resolved complex claims, utilising expert knowledge of policy coverage and industry regulations.
- Provided expert advice on coverage limits and exclusions, helping clients make well-informed decisions about their insurance needs.
- Negotiated favorable settlements for clients, maintaining a high success rate in claim resolutions.
- Conducted detailed analysis of documentation provided by various stakeholders including builders and engineers.
- Reviewed project scopes for consistency with eligible damage claims.
- Provided regular progress updates on the status of claims or repairs to brokers, Strata Managers, and direct clients.
- Collaborated with builders, loss adjusters and engineers on projects.
- Handled invoice workflows and settlement transactions effectively.
Home, Contents & Motor Claims Specialist/Handler
RAC
09.2022 - 02.2023
- Managed a caseload of claims
- Performed inbound/outbound claims calls and ensured members received excellent customer service
- Analysed builder's scope of works to determine claim outcome
- Provided liability determination and negotiation with other Insurers and providers
- Verified and processed payment to vendors
- Contacted other insurers, organisations, providers and third parties to discuss circumstances, requests and follow up statements verbally and in writing
- Interpreted legislation such as the Road Traffic Code and Road Traffic Act on how it affects the lodged motor insurance claim
- Used multiple computer systems simultaneously
- Contributed to business improvements via continuous improvement and innovation channels
Contact Centre Consultant
Department of Transport
04.2022 - 08.2022
- Demonstrated handling customer inquiries in relation to COVID-19 matters including vaccinations, entry and border arrangement, support for Service WA and Safe WA check in application
- Effectively handled challenging customer inquiries and provide easy to understand and confident information to the customer
- Handled high call volume while adhering to set time frame and work schedule
Medicare Service Officer
Services Australia
03.2021 - 04.2022
- Managed caseload of applications in a high-volume environment
- Assessed customer and stakeholder needs, entitlements and obligations
- Assisted clients with payments, programs and services
- Exhibited excellent interpersonal communication skills to support a positive and productive work culture
- Executed the ability to think strategically and critically
- Demonstrated good sense of judgment and problem-solving skills, including the ability to take the correct courses of action
Front of House
Hospitality
09.2013 - 03.2021
- Effectively handled customer orders and resolve complaints along with the duty manager
- Trained new team members aligned to company standards
- Utilized excellent customer service skills to ensure an accurate and pleasant checkout experience
Education
Certificate IV - Commercial Cookery
Australian Professional Skills Institute
10.2020
Certificate III - Commercial Cookery
South Metropolitan TAFE
07.2019
Dianella Secondary College
10.2015
Skills
- Microsoft Office
- Customer Service
- Analytical Thinking
- Problem Solving
- Attention to detail
Certification
National Police Check
Driving Licence
C-A, True
Timeline
Claims Consultant
Strata Community Insurance
04.2023 - Current
Home, Contents & Motor Claims Specialist/Handler
RAC
09.2022 - 02.2023
Contact Centre Consultant
Department of Transport
04.2022 - 08.2022
Medicare Service Officer
Services Australia
03.2021 - 04.2022
Front of House
Hospitality
09.2013 - 03.2021
Certificate IV - Commercial Cookery
Australian Professional Skills Institute
Certificate III - Commercial Cookery
South Metropolitan TAFE
Dianella Secondary College
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