Nikki Lopez
Waratah West,NSW
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
22
22
years of professional experience
Work History
Corporate Team Leader
EML
Newcastle, NSW
05.2018 - Current
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Analyzed data from various sources to identify areas of improvement in the team's operations.
- Collaborated with other departments to ensure alignment of goals across teams.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Implemented changes in response to changing business needs or customer demands.
- Facilitated communication between cross-functional teams within the organization.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Offered training and support to keep team members motivated and working toward objectives.
- Created training materials and conducted group trainings on new processes or procedures.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Conducted regular performance reviews to assess individual team member progress.
Service Manager
QBE Workers Compensation
Newcastle, NSW
03.2010 - 05.2018
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Created detailed reports on service activities for senior management review.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Ensured compliance with applicable laws and regulations related to services provided.
Senior Case Manager
EML
Newcastle, NSW
06.2008 - 03.2010
- Provided guidance and support to employers, employees and their families regarding the Workers' Compensation process.
- Monitored progress of injured workers through medical treatment, rehabilitation and job retraining programs.
- Maintained detailed case files documenting all pertinent information related to the claim.
- Advised employers on appropriate measures to reduce claims costs.
- Collaborated with third-party administrators to coordinate benefit payments.
- Coordinated medical care for injured workers including referrals for specialist services.
- Ensured timely payment of benefits by working closely with insurers and providers.
Case Management Specialist
QBE Workers Compensation
Newcastle , NSW
02.2002 - 06.2008
- Commenced in mail room
- Promoted to Assistant Case Manager in April 2002
- Promoted to Case Management Specialist
- Completed secondment in Technical Specialist Role
- The role at this time included requirements to meet target for face to face case conferences, client reviews, working with policy admin team to complete projections for premiums.
Education
Certificate IV Personal Injury Management -
QBE Workers Compensation
Newcastle, NSW2016
High School Diploma -
St Francis Xavier College
Hamilton, NSWSkills
- Customer Service
- Prioritizing and Planning
- Cost Data Analysis
- Willing to Learn
- Work Planning
- Decision-Making
- Strategy Development
- Relationship Building
- Critical Thinking
- Business Relationship Management
- Client Relationship Management
- Customer Relationship Development
- Attention to Detail
- Staff Management
- Relationship Building and Management
- Process Implementation
- Proficient in Guidewire
Timeline
Corporate Team Leader
EML
05.2018 - Current
Service Manager
QBE Workers Compensation
03.2010 - 05.2018
Senior Case Manager
EML
06.2008 - 03.2010
Case Management Specialist
QBE Workers Compensation
02.2002 - 06.2008
Certificate IV Personal Injury Management -
QBE Workers Compensation
High School Diploma -
St Francis Xavier College
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