Natalie Taylor
TAYLOR,ACT
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Senior Claim Consultant
Allianz
03.2022 - Current
- Managed a high volume of low and complex claims, effectively prioritizing tasks to ensure prompt resolution for clients.
- Maintained up-to-date knowledge of industry regulations and best practices to ensure compliance in all aspects of claims handling processes.
- Followed up with customers on unresolved issues.
- Enhanced customer satisfaction by providing timely and accurate information regarding claims status and resolution progress.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Consistently achieved departmental goals for claim closure ratios and customer satisfaction ratings through diligent case management techniques.
- Reduced claim processing times by implementing efficient workflow strategies and streamlining procedures.
- Inbound and outbound calls
- Manage own portfolio
- Train new staff
- Complaints management
- Write procedures
- Payments
- Review Financial Hardship Applications
- Demonstrated excellent customer service skills, addressing concerns promptly and professionally.
- Facilitated customer service initiatives by addressing inquiries promptly and professionally.
Manager
The Ceramic Studio
05.2018 - 11.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Inbound and Outbound calls
- Train staff
- Management of Stock-list
- Manage collections and deliveries
- Write procedures
- Onboarded new employees with training and new hire documentation.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Improved safety procedures to create safe working conditions for workers.
- Payroll
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Claims Consultant
Allianz
09.2016 - 05.2018
- Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters.
- Provided expert advice on coverage limits and exclusions, helping clients make well-informed decisions about their insurance needs.
- Continuously updated personal knowledge of industry trends and developments, ensuring the provision of accurate and relevant advice to clients.
- Maintained strong relationships with clients, fostering trust and loyalty through excellent communication skills.
- Reviewed policy applications for accuracy, identifying errors that could impact future claims processing or payouts.
- Trained new hires on claims procedures, ensuring a seamless transition into their roles as Claims Consultants.
- Inbound and Outbound calls
- Payments
- Reduced claim resolution time with thorough investigations and effective negotiation techniques.
- Followed up with customers on unresolved issues.
- Complaint management
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Arts - Archaeology
University of Queensland
Brisbane, QLD08.2016
Bachelor of Arts - Ancient History
University of Queensland
Brisbane, QLD08.2016
Skills
- Claims Management Expertise
- Problem-solving abilities
- Customer Service
- Call center experience
- Complaint Handling
- Microsoft Excel
- Team Leadership
- Payment Processing
- Coaching and Mentoring
- Staff Management
- Microsoft Office Suite
Timeline
Senior Claim Consultant
Allianz
03.2022 - Current
Manager
The Ceramic Studio
05.2018 - 11.2021
Claims Consultant
Allianz
09.2016 - 05.2018
Bachelor of Arts - Archaeology
University of Queensland
Bachelor of Arts - Ancient History
University of Queensland
Similar Profiles
Lakshmi LUCHMUNLakshmi LUCHMUN
HRS Learning Administrator (LMS Expert) at AllianzHRS Learning Administrator (LMS Expert) at Allianz
Jacques-Emmanuel DURIEUXJacques-Emmanuel DURIEUX
Collaborateur en agence at AllianzCollaborateur en agence at Allianz
CHRISTOPHER JACOBSCHRISTOPHER JACOBS
Customer Service Representative at AllianzCustomer Service Representative at Allianz
Badu Poku PatrickBadu Poku Patrick
Assistent Operator at AllianzAssistent Operator at Allianz
Harmanjot SinghHarmanjot Singh
Security Officer at ECS International Security & InvestigationsSecurity Officer at ECS International Security & Investigations