MUNESH KRISNEEL NADAN
(KRIS)
Summary
A highly motivated and hardworking customer service professional with over ten years experience in office administration. With vast experience in data entry, great customer service, problem identification and analysis, excellent time management skills, adaptability and an ability to work under pressure, and I maintain a prolific productivity and accuracy level in all of the previous companies that I've worked in. With a strong desire to continue to grow and contribute to an organisation's success, I now seek to work in a company that offers me a new challenge and opportunity for my career development as well as an opportunity to serve that organisation to the best of my capabilities.
Overview
14
14
years of professional experience
Work History
Claims Assistant
Employers Mutual Limited
Sydney, NSW
08.2019 - 11.2023
- Worked productively in a fast-moving work environment to process large volumes of claims related tasks for the Case Managers.
- Maintained accurate and up-to-date records of claim information for future reference.
- Scanning old archive files/uploading claims files onto the E-Docs system.
- Writing reports and correspondence on matters related to injured worker claims.
- Followed up via phone contact or email with injured workers on unresolved issues.
- Analyzed and addressed escalated claims to resolve issues quickly when assisting in completing tasks on behalf of Case Managers.
- Completed end-to- end S126 requests for our internal and external legal representatives.
- Processing weekly entitlements and medical expense payments to the injured workers.
- Document authorizations or escalations that required urgent action.
- Prepared letters and notices for the workers to be aware of any changes that may take affect on their claims for eg: liability, change of case manager, wage entitlements or compliance.
Case Manager
Employers Mutual Limited
Sydney, NSW
12.2018 - 08.2019
- I primarily focused on injury management and Identifying the care needs of each injured worker and coordinated responses to the employers based on the treatment providers advice given.
- Manage third party request, from treatment providers, solicitors and factual investigators.
- Approving AHRR and and all other specialist treatment requests.
- Obtaining vital details, including wages and hours worked for any employment (including self or voluntary employment) that may have been undertaken by the injured worker.
- Maintaining injured workers records by reviewing case notes, file noting all interactions, logging events and progress.
- Processing weekly wage entitlements.
- Case conferencing with an employer to discuss liability or rehabilitation matters in relations to a particular claim or a collection of claims.
- Regular case conferencing with all treatment providers to ensure that we're all working collaboratively and are on track to obtain a positive return to work outcome.
- Always tried to develop and implement comprehensive case management plans to address the injured workers needs and goals.
- Daily liaised with stakeholders to ensure that I maximised each effort and every opportunity to obtain the best possible outcomes for the injured worker so that we could safely and successfully have them return back to work.
Case Manager
Allianz Insurance
Sydney, NSW
11.2017 - 12.2018
- As a Case Manager in the Psychological Claims Team it was my responsibility to ensure that I would assess all claims accordingly, whether it be by planning, implementing, monitoring and evaluating the actions required to meet the workers health and to provide the relevant human services and support to assist them to return back to their pre-injury duties.
- Case conferencing with an employer to discuss liability or rehabilitation matters in relations to a particular claim or a collection of claims.
- Processed wage entitlements for partial and total incapacitated workers.
- Conducted regular return to work case conferencing with all treatment providers to ensure that we're all working collaboratively and are on track to obtain a positive return to work outcome for our injured workers.
- Partnered with all treatment providers whether it be doctors to psychiatrist, solicitors and employers to develop and implement individualized care and injury management plans and documented patient interactions and interventions.
-
Senior Client Service Representative
NobleOak life Insurance
Sydney, NSW
09.2016 - 11.2017
- As a client services representative I was responsible for providing excellent service that consisted of administrative duties or support services to our clients and advisers.
- Answering inbound calls and responded to all emails within a 24 hour timeframe
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- My role required diligent time management, great communication skills, and the ability to operate collaboratively and positively in a team environment.
- Attending to all payment enquiries, generating payment letters, quality checked payments and correspondents.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
New Business Consultant
TAL life Insurance
Sydney, NSW
04.2015 - 07.2016
- As a consultant I was generally focusing on the administrative side of the business. We were constantly working closely with Underwriters and liaising with Advisers to achieve the best possible outcome for our clients.
- Handled incoming calls from policyholders, responding to enquiries made via phone or email, resolving problems and correcting policy errors.
- High attention to detail, both accuracy and productivity levels both greater than 95%.
- Processed individual record changes for beneficiaries, claim notices and family benefits.
- Processed new life insurance quotes and applications made both via a paper form or online using software and ensuring all applications were applied accurately and in agreed timeframes.
Customer Service Administrator
AMP Limited
Parramatta, NSW
01.2012 - 12.2014
- Handling customer inquiries, complaints and solving problems in regards to the electronic/cheque payments, investment options and service requests. To locate resources for problem resolutions and to work towards and find best option solutions.
- Collaborated with customer service department to discuss new ways to alleviate service issues.
- Interface daily with internal and external partners.
- Processing EFT, BPay, hardship benefit withdrawals, customer super guarantee contributions and rollover payments.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Transaction processing as part of account set-ups.
- Dealing tactfully and efficiently with demanding customers.
Customer Service Officer
AMP Operations
Parramatta, NSW
01.2010 - 01.2011
- My roll within the AMP Operations team required me to manage a high-volume workload within a deadline-driven environment, meeting SLA's and full productivity.
- Completed data entry to record call notes, suggestions and questions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Performing administrative duties for eg: alterations to policies, renewals and cancellations.
- Indexing correspondents.
- To acquire the quality of work expected, I have completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
- Promoted company brand and unique offerings through personalized customer service.
Education
High School Certificate -
Fairfield High School
Fairfield, NSW 04.2001 -
Skills
Attention to detail
Relevant Short Training Programs
- 11/01/13, DSEC - E Transfer In Rollovers, AMP
- 08/01/13, Financial Product Advise, AMP
- 07/01/12, Privacy Matters, AMP
- 03/01/12, Preventing Financial Crime, AMP
- 02/01/11, Workplace safety and Wellbeing, AMP
- 09/01/10, Workplace Health and Safety, AMP
- 09/01/10, Bullying and Harassment at Workplace, AMP
Organisations And Roles
- 2012-01-01, 2014-01-01, AMP, Customer Service Administrator, AMP Contributions
- 2010-01-01, 2011-01-01, AMP, Customer Service Officer, AMP Operations
Capability Summary
- Customer service skills: Phone, Email and in person.
- Problem analysis and problem solving.
- High attention to detail in Data Entry: high accuracy 95% benchmark.
- Adaptability and ability to work under pressure.
- Good communication skills.
- Customer service orientation and organizational skills
- High productivity levels: 95% of benchmark (350 members per day processing transactions)
References
Available upon request.
Timeline
Claims Assistant
Employers Mutual Limited
08.2019 - 11.2023
Case Manager
Employers Mutual Limited
12.2018 - 08.2019
Case Manager
Allianz Insurance
11.2017 - 12.2018
Senior Client Service Representative
NobleOak life Insurance
09.2016 - 11.2017
New Business Consultant
TAL life Insurance
04.2015 - 07.2016
Customer Service Administrator
AMP Limited
01.2012 - 12.2014
Customer Service Officer
AMP Operations
01.2010 - 01.2011
High School Certificate -
Fairfield High School
04.2001 -
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