Nicolle Matthews
Scarbrough,WA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
17
17
years of professional experience
Work History
Low Risk Claims Advisor - Worker's Compensation
Suncorp Group/GIO
Perth, WA
08.2022 - Current
- Investigating claims to determine their validity and accuracy, ensuring claims are managed in accordance with state and federal regulations, reviewing medical records and other documents to determine the extent of injuries, negotiating settlements, preparing settlement documents, and lodging them with Workcover
- Answered incoming calls from claimants, employers, and healthcare providers to provide information about workers' compensation claims.
- Gathered medical records and other documentation to support claim decisions.
- Assisted with the preparation of claim forms and related documents for processing.
- Conducted research into claims using internal databases and external sources.
- Reviewed claims to ensure accuracy and compliance with state regulations.
- Provided customer service to claimants, employers, insurance companies. Regarding their inquiries or requests for assistance.
- Calculated benefits due based on applicable laws, policies, procedures and guidelines.
- Handled sensitive information in accordance with company policy.
- Updated claim notes as needed throughout the life cycle of a case file.
- Participated in weekly team meetings to discuss progress on open cases and claims.
- Coordinated with third-party vendors to obtain additional documentation when necessary.
- Communicated effectively with supervisors regarding any issues that arose during the course of handling a case file.
- Analyzed data collected from various sources, such as medical exams and interviews, in order to make informed decisions about potential fraud.
- Processed payments made by insurance companies according to established protocols.
- Ensured proper coding was used when entering data into system databases.
- Determined liability, compensability, and benefits due on each claim.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Handled billing related activities focused on medical specialties.
Senior Property Manager
Ray White City Residential Perth to LJ Hooker
Perth, WA
01.2019 - 07.2022
- Managing a rent roll of 95 to 180 fully furnished and equipped apartments in the city, managing all aspects of leasing and conducting home opens, managing and scheduling a daily, weekly, and monthly, conducting open homes, routine inspections, ingoing and outgoing inspections, preparing court documentation and court appearances, entering owner charges, monitoring and lodging bonds, monitoring and prepping weekly all staff KPI spreadsheets and updating management.
- Developed and implemented policies, procedures and systems to ensure efficient management of properties.
- Negotiated contracts with vendors for the maintenance of properties.
- Conducted regular inspections of managed properties to identify any issues requiring attention.
- Ensured all tenants adhered to rental agreements, lease terms, and applicable laws.
- Resolved tenant complaints in a timely manner.
- Handled rent collections from tenants on a monthly basis and kept accurate records of payments received.
- Maintained relationships with tenants by providing excellent customer service and responding promptly to inquiries or concerns.
- Coordinated necessary repairs or renovations with contractors as needed.
- Prepared reports on the condition of managed properties for owners or investors.
- Analyzed market conditions to determine optimal rental rates for each property.
- Advertised vacancies via online listings.
- Screened potential tenants through background checks, credit reports, references.
- Ensured that all required insurance policies were in place for each managed property.
- Provided guidance and support to junior members of the team when needed.
- Managed day-to-day activities involving tenants, subcontractors and property management.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Contracted with tenants by negotiating leases and collecting security deposits.
Property Manager
Progress Real Estate
Perth, WA
04.2017 - 12.2018
- Managing a rent roll of 109 properties in the northern suburbs, managing all aspects of leasing and conducting home opens, managing and scheduling a daily, weekly, and monthly diary, conducting open homes, routine inspections, ingoing and outgoing inspections, preparing court documentation and court appearances, signing new business from existing owners, entering owner charges.
- Negotiated leases, rental agreements, and other contractual documents related to property management activities.
- Managed all maintenance requests from tenants in a timely manner.
- Issued non-payment notices to delinquent tenants in accordance with lease, county and state regulations.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
Assistant Property Manager, Then Property Manager
LJ Hooker City Residential
Perth, WA
06.2015 - 04.2017
- Managing a rent roll of 190-200 properties with an assistant, liaising with landlords and tenants, conducting open inspections, and performing ingoing, outgoing, and periodic inspections, marketing rental properties, overseeing rental arrears control, attending to tribunal applications and hearings, liaising on insurance matters, performing rental application reviews, managing repairs and maintenance of rental properties, preparing lease agreements and renewals, conducting general administrative duties, inputting accounts, bond lodgments, and disposals.
- Negotiated leases, rental agreements, and other contractual documents related to property management activities.
- Developed and maintained strong working relationships with owners and tenants to minimize hassle for both parties.
- Built relationships with service vendors and submitted associated billing statements.
Temp Assignments
Pearl Recruitment Group
Perth, WA
01.2015 - 04.2015
- Front of house reception assisting all on-site visitors and monitoring the visitors register in a friendly and courteous manner, answering and directing all incoming calls to appropriate staff, distribution of incoming/outgoing mail and arranging courier services, maintaining cleanliness of all meeting rooms and office space, general administrative duties including filing and banking as required, administration support, establishing and maintaining long-term professional relationships with company staff, business partners, and clients.
Administration/Receptionist
Altitude Real-estate
Perth, WA
09.2014 - 02.2015
- Customer service in high-stress situations, front-of-house reception assisting all on-site visitors, and monitoring the visitors register in a friendly and courteous manner. Answering and directing all incoming calls to appropriate staff, distribution of incoming/outgoing mail, and arranging courier services. Maintaining cleanliness of all meeting rooms and office space, general administrative duties including filing and banking as required. Administration support, tenancy reference checking with employers, personal referees, and previous lessors for compiling candidate files.
Store Manager
Zamels Jewellers
Perth, WA
09.2013 - 09.2014
- Manage store budgets, staff motivation, and driving sales; payroll management; inventory and stocktaking; mailing reports and daily data; time management and delegation skills; sales promotion and visual merchandising; recruiting, training, appraising, and supervising staff; responding to customer complaints and comments; maximizing profitability; and meeting sales targets.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Developed strategies to maximize sales and profitability.
- Organized promotional events to increase product awareness.
- Recruited, trained and supervised new employees.
- Monitored employee performance and identified performance gaps for corrective action.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
Sales and Service Consultant
RAC Insurance
Perth, WA
10.2011 - 05.2012
- Answering phones and call backs to members, customer complaints, building rapport with members, compliance/3ID checks on all calls, renewal payments, setting up instalments, tracking KPIs, understanding of business rules and PDS, writing new insurance policies, finance applications, communicating features and benefits of policies.
Store Manager
Shiels Jewellers
Perth, WA
03.2008 - 10.2011
- Insurance claims, liaison with head office, stocked and replenished merchandise according to store merchandising layouts, cleaned and organized the store, handled all customer relations issues, mentored new sales associates, increased profits through effective sales training, and troubleshooting profit loss areas.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Education
Property manager registration -
Reiwa Learning
Subiaco01.2015
Certificate III Business and Administration -
TAFE SA
Adelaide, SA01.2012
Certificate II in Retail -
Shiels Jewellers WA
01.2009
Certificate III in Beauty Therapy -
Bare All School of Beauty SA
01.2005
Manicure & Pedicure -
Central TAFE SA
01.2003
Nail Technology -
Central TAFE SA
01.2003
Certificate II Office Procedures -
TAFE SA
01.1998
Skills
- Effective Phone Communication
- Timely Project Completion
- Experienced with Computer Software
- Financial Deposit Guidelines
- Effective Under Pressure
- Stock Control Management
- Payroll responsibilities
- Excellent customer service skills
- Optimizing KPI Metrics
- Trustworthy and Honest Approach
- Experience in Property Tree/Property Me/IRE
- Employee Training
- Strong Organizational Skills
- Insurance knowledge
- Small Claims Payouts
References
- Natalie Backshell, Head of department - Ray White City Res and Director of Property Management - Progress Real Estate, 0478 834 325
- Brent Compton, Director of Ray White City Residential Perth, 0410 543 124
Timeline
Low Risk Claims Advisor - Worker's Compensation
Suncorp Group/GIO
08.2022 - Current
Senior Property Manager
Ray White City Residential Perth to LJ Hooker
01.2019 - 07.2022
Property Manager
Progress Real Estate
04.2017 - 12.2018
Assistant Property Manager, Then Property Manager
LJ Hooker City Residential
06.2015 - 04.2017
Temp Assignments
Pearl Recruitment Group
01.2015 - 04.2015
Administration/Receptionist
Altitude Real-estate
09.2014 - 02.2015
Store Manager
Zamels Jewellers
09.2013 - 09.2014
Sales and Service Consultant
RAC Insurance
10.2011 - 05.2012
Store Manager
Shiels Jewellers
03.2008 - 10.2011
Property manager registration -
Reiwa Learning
Certificate III Business and Administration -
TAFE SA
Certificate II in Retail -
Shiels Jewellers WA
Certificate III in Beauty Therapy -
Bare All School of Beauty SA
Manicure & Pedicure -
Central TAFE SA
Nail Technology -
Central TAFE SA
Certificate II Office Procedures -
TAFE SA