Natalie Cassar
Melbourne,VIC
Summary
- Strong Relationship building skills
- Ability to lead and support project initiatives and identifying risks and possible implications, whilst maintaining a customer focus
- Excellent customer service skills with a keen ability to proactively problem solve
- Actively take on challenges and is goal orientated, hardworking and professional with determination to learn and advance
- People orientated with the ability to work in team environments
- Highly self-motivated with excellent organisational and time management skills
- SME Change Champion during ClaimCentre roll out
- Facilitate and SME RepX training for internal and external stakeholders
Overview
20
20
years of professional experience
Work History
Repairer Performance Consultant
IAG - DIA DC VIC North, West, Salvage & Prestige
05.2016 - Current
- Monitor, report and action quality issues under the Repair Quality Framework Matrix (warning, breach and/or panel referral)
- Liaise and engage with internal Stakeholders across National Motor Assessing, DIA & IC Claims Teams, Motor Model Performance, DIA Motor Repair Supply Chain
- Liaise and engage with external Stakeholders across the Motor Vehicle Smash Repair Industry
- Conduct live Premises & Equipment inspections across our Exclusive and Partner Repairer Network
- Coordinate and facilitate RepX training across our Exclusive and Partner Repairer Network
- Identify skill gaps within our Motor Assessing department to coordinate and facilitate the relevant training required
- Attend Monthly and Bimonthly management meetings to discuss trends and/or quality issues
- Manage and update Contact Manager, SMS and ORM when required
- Report on adherence to legislation and processes
- Assist in Catastrophic Events (i.e December 2017 Hail Storm)
- Provide support and assist other Claims units (i.e CGC Breach Specialist Reviews and Claims Inception).
Business Analyst
CGU Insurance - Best Practice Process
07.2013 - 05.2016
- Manage and Implement Business Improvement Projects across the Claims Business
- Liaise and Engage with Internal Stakeholders across various business divisions (i.e Claims, Underwriting and Insurance Operations)
- Lead, support and implement project initiatives, whilst identifying risks and possible implications to the broader business divisions
- Actively participate/contribute/lead as required, the initiatives/projects undertaken by the Claims Business Units
- Work collaboratively with the Claims business to build stronger and consistent processes
- Manage and Update Knowledge Management System (KMS) when required
- ClaimCentre SME Change Champion
- CUDOS SME Change Champion
- Coach and mentor team members.
Consultant Quality Assurance
CGU Insurance - National Claims Assurance
02.2010 - 06.2013
- Monitor Claims & Assessing processes and compliance through Assurance activities
- Develop Claims Assurance framework for Home Assessing
- Report on adherence to legislation and processes
- Analyse systemic business compliance issues and work with the Claims businesses in implementation of controls
- Monthly reporting as requested by National Claims Assurance Team Manager
- Manage ad-hoc audit requests from the National Claims Assurance Team Manager
- Review of internal processes
- Work collaboratively with the Claims business to build stronger and consistent processes
- Provide support and facilitate training during the roll out of new initiatives
- Promote NCA initiatives
- Actively participate/contribute/lead as required, the initiatives/projects undertaken by the Claims Business Units
- Work collaboratively with team members to find solutions to problems
- Stay in touch by communicating regularly with Team Managers and staff
- Keep sensitive information confidential
- Assist Claims in Catastrophic Events (i.e
- Moomba Storms, QLD & VIC Floods).
Consultant
CGU Insurance - Commercial Property Claims
07.2008 - 02.2010
- Case Manage Commercial Property Claims, including Large and Complex claims
- Appoint the necessary Service Providers for further investigation
- Liaise with Clients, Brokers, Underwriters and Service Providers
- Determine claim settlements within company's processes and policy limits
- Resolve customer complaints and enquiries
- Process denials as per company processes and policy schedules
- Authorise settlement payments within $1,000 - $10,000 limit.
Consultant
CGU Insurance - Intermediated Claims
10.2006 - 07.2008
- Case Manage Motor Claims, including Total Losses
- Appoint the necessary Service Providers for customers
- Discuss and determine liability between parties involved
- Liaise with Area Managers, Underwriters, Brokers, Clients and Service Providers
- Arrange settlements to internal & external stakeholders, including Total Loss
- Resolve customer complaints and enquiries
- Senior Duties, including completing team work states, KPI spreadsheets, train new staff.
Consultant
CGU Insurance - Motor Claims
04.2004 - 10.2005
- Case Manage Motor Claims, including Total Losses
- Appoint the necessary Service Providers for customers
- Discuss and determine Liability between parties involved
- Liaise with Area Managers, Underwriters, Brokers, Clients and Service Providers
- Arrange settlements to internal & external stakeholders, including Total Loss
- Resolve customer complaints and enquiries.
Consultant
CGU/ VACC Insurance
10.2003 - 04.2004
- Case Manage Motor Claims
- Appoint the necessary Service Providers for customers
- Discuss and determine Liability between parties involved
- Liaise with Area Managers, Underwriters, Brokers, Clients and Service Providers
- Arrange settlements to internal & external stakeholders
- Resolve customer complaints and enquiries.
Education
Odyssey Training
Melbourne, VIC01.2015
Odyssey Training
Melbourne01.2014
ANZIIF
01.2009
Hoppers Crossing Secondary College
Hoppers Crossing, VIC11.1999
Skills
- Internal Auditing
- Business Process Mapping
- Business Process Improvement
- Quality Assurance
- Attention to Detail
- Project Management
- On-Site Inspection Performance
- Negotiation
- Presentation Skills
- Effective Communication
- Process Change Management
- Risk Assessment
- Stakeholder Communication
References
Troy Johns, Manager, Motor Assessing VIC North, West, Salvage & Prestige
Phone: 02 4924 3105
Mobile: 0411 010 591
Email: troy.johns@iag.com.au
Hobbies and Interests
- Spending time with family
- Meeting new people
- Reading
- Adventure Sports, keeping fit & healthy
- Travelling
Timeline
Repairer Performance Consultant
IAG - DIA DC VIC North, West, Salvage & Prestige
05.2016 - Current
Business Analyst
CGU Insurance - Best Practice Process
07.2013 - 05.2016
Consultant Quality Assurance
CGU Insurance - National Claims Assurance
02.2010 - 06.2013
Consultant
CGU Insurance - Commercial Property Claims
07.2008 - 02.2010
Consultant
CGU Insurance - Intermediated Claims
10.2006 - 07.2008
Consultant
CGU Insurance - Motor Claims
04.2004 - 10.2005
Consultant
CGU/ VACC Insurance
10.2003 - 04.2004
Odyssey Training
Odyssey Training
ANZIIF
Hoppers Crossing Secondary College
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