Nara Dissanayake
Melbourne,Australia
Summary
Experienced Case Manager with 2 years of experience managing various types of claims from start to finish in a timely manner maintaining strong relationships with the claimants. Ability to guide all types of claimants or their representatives through the complex claims journey with clear communication and record keeping with excellent attention to detail. Fluent in the use of Aaspire, Pega, HP records, Genesys, DART, KEN and ETS, MS Word, Excel, Power Point and Windows.
Overview
14
14
years of professional experience
Work History
Case Manager Relationships
MUFG RETIREMENT SOLUTIONS BUSINESS SERVICES PTY LIMITED
12.2023 - Current
- Experiesed case manger managering end to end claims such as Death, Total Permanent Disability (TPD), Income Protection (IP) and Terminal Illness (TI)
- Guiding members and beneficiaries or their authorized personal through their claims journey with great efficiency
- End to end Portfolio management maintaining excellent relationships with the claimants with empathy and expertise maintaining accurate records.
- Detail oriented and able to work well under pressure keeping to deadlines.
- Excellent communication skills verbal and written focusing on finding solutions to navigate complex insurance claims with members, beneficiaries and solicitors.
- Experience in Preparing trustee recommendations, claim staking letters, handling objections and making payments.
- Able to handle inbound and outbound calls with empathy and sensitivity helping claimant through the difficult process.
- Training, helping and guiding new team members through the claim process.
Owner and Director
BAY VILLAS
05.2018 - Current
- Bay Villas is a 3-villa beachside property in the south of Sri Lanka (https://www.lankavillas.com/)
Owner and Director
DUTCH HOUSE BOUTIQUE VILLA
07.2015 - Current
- Dutch House is a 2-bedroom villa in the hill country of Sri Lanka
Operations Manager/ Customer Service
TELNETWORKS PTY LTD
03.2012 - 12.2017
- Collaborate with CEO in setting and driving organizational vision, operations strategy, and hiring levels
- Managing strong customer relations problem solving making sure all needs are met
- Translate strategy into actionable steps for growth, implementing organization-wide goal setting, performance management, and annual operations planning
- Oversee company operations and employee productivity, building a highly inclusive culture to ensure team members can thrive and that organizational goals are met
- Work with key clientele of the company to broaden their reliance on Telnetworks and thereby drive-up customer retention ratios
- Ensure compliance with ACMA regulations and national communications compliance regulations and ensure quarterly audits take place to continuously maintain compliance
- Implement Sales & Marketing strategies to grow business by exponential 75% growth during Financial Year 2014 and continuous trend in the ensuing years
- Reduced reliance on external vendors & contractors by implementing an in-house software development team to build a fully-fledged purpose-built telecommunications billing and management platform
Education
MASTER'S DEGREE - APPLIED ECONOMETRICS
MONASH UNIVERSITY
Melbourne01.2009
BACHELOR'S DEGREE - ECONOMICS & FINANCE
MONASH UNIVERSITY
Melbourne01.2006
CERTIFICATE - BUSINESS AND INFORMATION TECHNOLOGY
MONASH UNIVERSITY
Melbourne01.2003
Skills
- Strong senior leadership skills
- Portfolio Management
- Case Management
- Strong Empathy Skills
- Strong Problem-Solving Skills
- Liaising with insurer TAL
- Highly organized to meet deadlines
- Excellent communication skills
- Strategic and analytical thinker
- Collaborative and able to establish positive Relationships
- Defusing customer escalations
Timeline
Case Manager Relationships
MUFG RETIREMENT SOLUTIONS BUSINESS SERVICES PTY LIMITED
12.2023 - Current
Owner and Director
BAY VILLAS
05.2018 - Current
Owner and Director
DUTCH HOUSE BOUTIQUE VILLA
07.2015 - Current
Operations Manager/ Customer Service
TELNETWORKS PTY LTD
03.2012 - 12.2017
MASTER'S DEGREE - APPLIED ECONOMETRICS
MONASH UNIVERSITY
BACHELOR'S DEGREE - ECONOMICS & FINANCE
MONASH UNIVERSITY
CERTIFICATE - BUSINESS AND INFORMATION TECHNOLOGY
MONASH UNIVERSITY