NICOLE MASOUDI
Sydney,Australia
Summary
Diligent Fraud officer with experience in detecting and precenting fraudulent activities. Proven track record of implementing robust fraud detection systems and procedures, resulting in significant reduction in financial losses. Skilled in analysing complex data sets, conducting thorough investigations, and collaborating with cross-functional teams to mitigate risks. Strong attention to detail and ability to adapt to evolving fraud trends.
Resourceful Service Coordinator with proven ability to deliver high productivity and efficiently complete tasks. Skilled in client relationship management, problem-solving, and workflow coordination. Excel in communication, teamwork, and adaptability, ensuring seamless service delivery and client satisfaction.
Overview
17
17
years of professional experience
Work History
Service Coordinator
GETZ HEALTHCARE TECHNICAL SERVICES
Lane Cove
08.2024 - Current
- Coordinated scheduling for service technicians and client appointments.
- Managed inventory and tracked equipment availability for healthcare services.
- Facilitated communication between clients and technical support teams
- Facilitated communication between clients and technical support teams.
- Developed and maintained service documentation for compliance purposes.
- Streamlined workflow processes to enhance service efficiency.
- Provided customer support to address service inquiries and concerns.
- Coordinated service schedules and appointments with clients.
- Handled incoming calls and inquiries from customers regarding services offered.
- Monitored email and phone communication to provide prompt responses and solutions.
- Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
- Followed up with technicians and managers to receive and communicate status updates.
- Provided timely feedback to management on service failures and customer concerns.
- Liaised between client and technician to keep parties fully informed.
- Maintained accurate records of services provided for each client.
- Worked closely with other departments within the company to ensure successful completion of projects.
- Confirmed completed or closed work order by reviewing notes and following up on pending items.
- Managed emergency service requests by communicating schedules and expediting parts shipments and repairs.
- Managed inventory levels of parts used in servicing equipment.
- Toggled between multiple systems and databases to look up information and update records.
- Obtained purchase order information to invoice work orders.
- Reviewed invoices for accuracy prior to submission for payment processing.
- Obtained paperwork from the field and distributed to appropriate departments for processing.
- Assisted with billing and invoicing for services rendered.
- Maintained positive working relationship with fellow staff and management.
Fraud officer
Cuscal Limited
06.2022 - 04.2023
- Live monitoring of bank accounts and data analysis
- Identify any suspicious transactions
- Conducting detailed investigations
- Apply company policies and procedures
Teacher Support Officer
NSW NESA
05.2016 - 12.2017
- Accurate and timely customer service assistance to all stakeholders
- Maintaining of accurate data in the CRM for BOSTES
- Customer Relationship Management System
- Assisting teachers with accreditation financial issues
- Microsoft GP — issuing invoices and statements
- Providing administrative and data support as required
- Participating as part of the Finance Accreditation Team
Office Manager/Claims
Titanium Risk Services
06.2014 - 03.2016
- Lodging claims for clients using insurer software
- Advising clients using best practice customer service principles
- Working with third parties to settle claims quickly and efficiently
- Assisting, organising emergency repairs & liaising with contractors
- Managing the office including maintaining office supplies
- Processing supplier payments
Telephone Service Rep.
HCF (Health Insurance)
07.2011 - 05.2014
- Taking inbound calls from existing and new clients
- Making sales including up selling and cross selling of other products
- Assist clients and advising of the best cover and policies available
- Answering all general inquiries and selling product knowledge
- Customer relationship software platforms
- Following up to assure customer satisfaction
- Processing payments with the provided credit card details by customer
Help desk operator
Spotless
09.2009 - 07.2011
- Taking inbound calls from Department of Housing
- Organize maintenance and repairs with Spotless Contractors.
- Coordinate contractors and customers to get jobs completed efficiently
- Deal with unexpected events and work out best solutions
- Maintain accurate records and note taking
- Weekend work requiring self-management
Medical Personal Assistant
Nicholas Gifford
06.2008 - 06.2009
- Office duties including reception work as well as office administration
- Diary management, appointments, confirmations and follow ups
- Invoicing and basic accounting processing
- Responsible for equipment sterilisations, product/stock control
Education
Care Factor Customer Service -
Select Training
Tier 2 in General Insurance -
Kaplan Professional
Certificate III - Customer Contact
HCF Internal Training
Certificate - Literacy and Numeracy
Burwood College Of Nursing
Certificate 11 - Community Pharmacy
Wall Scerri Pharmacy Academy
Skills
- Attention to detail skills
- Communication skills
- Microsoft Office Skills
- Excellent Customer Service
- Ability to work individually
- Excellent Team Work ability
- Accurate recordkeeping
- Coordinate supplies
- Continuous improvement
- Multitasking Abilities
- Written communication
- Active listening
- Teamwork and collaboration
References
- Luke West, Supervisor, NESA, 0421 729 067
- Loic Berger, Managing Director, Titanium Risk Services, 0450 485 125
Timeline
Service Coordinator
GETZ HEALTHCARE TECHNICAL SERVICES
08.2024 - Current
Fraud officer
Cuscal Limited
06.2022 - 04.2023
Teacher Support Officer
NSW NESA
05.2016 - 12.2017
Office Manager/Claims
Titanium Risk Services
06.2014 - 03.2016
Telephone Service Rep.
HCF (Health Insurance)
07.2011 - 05.2014
Help desk operator
Spotless
09.2009 - 07.2011
Medical Personal Assistant
Nicholas Gifford
06.2008 - 06.2009
Care Factor Customer Service -
Select Training
Tier 2 in General Insurance -
Kaplan Professional
Certificate III - Customer Contact
HCF Internal Training
Certificate - Literacy and Numeracy
Burwood College Of Nursing
Certificate 11 - Community Pharmacy
Wall Scerri Pharmacy Academy
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