Summary
Overview
Work History
Education
Skills
Timeline
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Mona Issam

Melbourne,VIC

Summary

A dedicated customer service professional with over three years of experience in diverse roles within the retail, hospitality, and call center industries. Known for excellent communication, problem-solving abilities, and a strong commitment to enhancing customer satisfaction. Proven ability to adapt to fast-paced environments, work collaboratively in teams, and exceed performance targets. Seeking a role that leverages my expertise in customer service and operational efficiency to drive company success.

Overview

4
4
years of professional experience

Work History

Claims Consultant

TSA Group
06.2022 - 10.2024
  • Resolved complex claims, utilizing 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.
  • Coordinated with building and contents restoration companies for home repairs.
  • Handled inbound and outbound calls, resolving customer inquiries with a 95% satisfaction rating.
  • Worked effectively in a hybrid environment, excelling in both in-office and remote roles.

Call Centre Agent

Serco
01.2022 - 05.2022
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Managed inbound and outbound calls for the Department of Health and Human Services.
  • Assisted clients with state vaccination hubs, GP information, and transferred calls efficiently.

All Rounder/Barista/customer Service

Jamaica Blue
03.2021 - 01.2022
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Contributed to a positive team environment through effective communication and collaboration with colleagues.

Education

Bachelor Of Education - Education

Latrobe University
Bundoora, VIC

Skills

  • Claims analysis
  • Investigation techniques
  • Policy Interpretation
  • Claims Investigation
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Reliability

Timeline

Claims Consultant

TSA Group
06.2022 - 10.2024

Call Centre Agent

Serco
01.2022 - 05.2022

All Rounder/Barista/customer Service

Jamaica Blue
03.2021 - 01.2022

Bachelor Of Education - Education

Latrobe University

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Mona Issam