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Mel Tortosa
Dandenong,VIC
Summary
Possesses versatile skills in problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Uses independent decision-making skills and sound judgment to positively impact company success. Knowledgeable and dedicated customer service professional with extensive experience in Health Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Proactive professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
1
1
Certificate
18
18
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Compliance Manager
Health Compare - Full time Remote Role
Dandenong, Victoria
06.2026 - 07.2026
- Delivered reviews and outcomes for internal and external customers complaints
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Evaluated customer complaints, processes, and all other aspects of operations to assess compliance.
Customer Experience and Compliance Officer
Health Compare - Fulltime Remote Role
Dandenong, Victoria
06.2024 - 06.2026
- Assisted with internal and external complaints and enquiries to confirm compliance and resolution
- Identified gaps in existing compliance processes with agents and recommended updates.
- Developed and implemented corrective action plans for non-compliance issues.
- Maintained up-to-date knowledge of applicable rules and regulations.
- Advised internal and external customers on compliance and outcomes, as well as potential remedies and required actions.
- Compiled detailed notes on investigations and other communication to adhere to legal requirements and enhance recordkeeping.
- Kept informed regarding pending industry changes, trends or best practices.
- Took thorough notes on specific case details, updated databases and produced emails outlining results of investigations.
- Warned agents of infractions or non compliant reviews
- Created and maintained compliant work environment.
- Evaluated and monitored internal, external and partner relationships to support compliance.
Customer Service Coordinator
Hitachi Global Air Power - Temp Contract Role
Dandenong South, Vic
10.2023 - 04.2024
- Provided customer service assistance to customers via inbound phone and email.
- Used CRM and SAP software to update customer account information.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Answer incoming call and direct enquiries to the Service or Parts Department
- Emailed customers to advise servicing quotes or inspections were due
- Maintain call register spreadsheet to monitor call attributes
Customer Service Liaison Officer
Armstrong Flooring T/A Braeside Mills Operations
Braeside, Vic
10.2018 - 09.2023
- Provided advice on products, services, pricing and availability.
- Answered incoming calls from customers in regards to orders or product information.
- Processed customer orders accurately and efficiently.
- Researched solutions to address customer problems or concerns.
- Ensured all customer inquiries were responded to promptly and professionally.
- Advised customers on appropriate action when dealing with product or service issues and concerns.
- Responded promptly to emails from both existing and potential customers.
- Performed administrative tasks such as filing documents, scanning and responding to emails.
- Coordinated the resolution of problems between customers and departments within the organization.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted available products and services to customers during service, account management and order calls.
- Adjusted bills and processed credits to resolve customers' service or billing complaints.
- Assisted customers with product selection, ordering, billing, returns and exchanges.
- Updated databases with new and modified customer data.
- Supported sales team members to drive growth and development.
Customer Solutions Officer
iSelect Ltd
Cheltenham , Vic
03.2008 - 11.2017
- Monitored social media channels for incoming questions or comments from customers and responded accordingly.
- Resolved customer complaints in a timely manner by listening attentively to customer concerns and offering solutions that met their needs.
- Assisted customers with product selection, purchase decisions and inquiries regarding products or services.
- Maintained accurate records of all customer interactions in the company's database system.
- Ensured compliance with applicable laws and regulations pertaining to consumer rights protection measures.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Referred unresolved customer grievances to designated departments for further investigation.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Supported sales team members to drive growth and development.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Education
High School Diploma -
Eumemmerring Secondary College
Hallam, VIC 01.1989 - 12.1992
Skills
- Investigative skills
- Analytical thinking
- Compliance monitoring
- Remediation training and coaching
- Complaint resolution
- Call center experience
- Multitasking
- Attention to detail
- Recordkeeping strengths
- MS office
- Data entry
- Administrative and office support
- Policies and procedures adherence
- Professional telephone demeanor
- Verbal and written communication
- Insurance billing procedures
- Computer skills
- Positive attitude
- Claims processing
- Records management
- ICD-10 coding
- Insurance verification
- Medical terminology
- Co-pay collection
- Mail distribution
- Proofreading
- Order processing
- Document scanning
- Teamwork
- Active listening
- Error checking
- Email communications
- Administrative support
- Customer relationship management (CRM)
- Tactful and diplomatic
- Complaint handling
- Customer service
Accomplishments
- Recognized as Employee of 9 Years of Service at iSelect for outstanding achievements, performance and team contributions.
- Recognized as Employee of 14 Years of Service at Druids Friendly Society for outstanding performance and team contributions.
Affiliations
- Member, Alumni Association Eumemmerring Secondary College Hallam Campus
- Certificate of Appreciation as a Volunteer to the Melbourne 2006 Commonwealth Games
Certification
- WRR30202 - Certificate III in Retail Operations Training - 2008
- FNS 40107 - Certificate IV Financial Services Training - 2011
- BSB40507 - Certificate IV In Business Administration Training - 2011
- General Insurance Code of Practice , Australian Insurance Institute - 1996
- The Institute of Health Insurance Administrators Education Program Training - 1993
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Microsoft Word, Excel, Authenticator, Outlook, QR Codes, Gmail
Zoho CRM, Max Connect Dialer
Timeline
Compliance Manager
Health Compare - Full time Remote Role
06.2026 - 07.2026
Customer Experience and Compliance Officer
Health Compare - Fulltime Remote Role
06.2024 - 06.2026
Customer Service Coordinator
Hitachi Global Air Power - Temp Contract Role
10.2023 - 04.2024
Customer Service Liaison Officer
Armstrong Flooring T/A Braeside Mills Operations
10.2018 - 09.2023
Customer Solutions Officer
iSelect Ltd
03.2008 - 11.2017
High School Diploma -
Eumemmerring Secondary College
01.1989 - 12.1992
Hobbies
- I love to read and create digital clips on social media, bake cakes for special occasions
- Potter around in my garden, work on home projects or just chill out in my back yard spa
Languages
English
Native language