Venessa Lual
Brisbane
Summary
Dynamic and results-driven professional with extensive experience in customer service, customer success, and sales across diverse industries, recently expanding expertise into the travel insurance sector. Proven ability to build strong client relationships, deliver tailored solutions, and enhance customer satisfaction. Adept at managing complex situations with professionalism and care, leveraging active listening and problem-solving skills to address client needs effectively. Committed to driving positive outcomes through collaboration, adaptability, and a customer-centric approach.
Overview
11
11
years of professional experience
Work History
Claims Manager
Covermore
11.2024 - Current
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times
- Streamlined communication between adjusters and clients, expediting claim resolution times
- Documented and communicated timely claims information while supporting accurate outcomes
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes
- Implemented fraud detection measures, minimizing financial losses due to fraudulent activities
- Established strong relationships with external partners such as medical providers, legal professionals, and repair services for efficient case management
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability
- Examined claims forms and other records to determine insurance coverage
Customer Success Manager
Resparke
06.2023 - 11.2024
- Assisted customers with onboarding and product setup to foster successful adoption and usage
- Established strong relationships with key customers, resulting in increased customer loyalty
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions
- Conducted regular account reviews to assess progress and strategise future growth opportunities for clients
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions
- Managed approximately 80 accounts per week
- Assisted with special events and programs.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation
Community Executive
JustCo
06.2022 - 06.2023
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base
- Sought ways to improve processes and services provided
- Coordinated with internal teams to facilitate prompt delivery of client needs
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions
- Cultivated interpersonal skills by building positive relationships with others
- Analyzed customer feedback and generated reports to identify trends and opportunities for improvement
- Enhanced customer satisfaction by streamlining communication channels and improving response times
Senior Customer Service Representative
MasterCard
06.2019 - 07.2022
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Leveraged consistent, successful strategies to meet and exceed performance goals
- Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Managed approximately 30 incoming calls and emails per day from customers
Customer Care Representative
Woolworths Insurance
07.2018 - 06.2019
- Made customers top priority and employed active listening skills to understand needs and deliver first-rate service
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Collaborated with managers and other team members to solve difficult or complex customer issues
- Built client rapport, accurately processing repair invoices and claims while troubleshooting financial discrepancies through completion
- Analyzed customer needs and provided best options, upselling products and services
Customer Service Representative & Recruitment
Fundamental worldwide Pty Ltd
06.2017 - 07.2018
- Kept customer account information current and accurate by preparing, completing and processing forms and database changes
- Offered exceptional customer service to differentiate and promoted company brand
- Trained new employees on company customer service policies and service level standards. Educated customers on product and service offerings
- Built and maintained effective relationships with peers and upper management. Built customer confidence by actively listening to concerns and giving appropriate feedback
- Enthusiastically engaged customers during busy periods to keep mood light and fun
- Provided primary customer support to internal and external customers in fast-paced environment
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes
Sales Representative
PrintersRus
12.2016 - 05.2017
- Assisted customers during selection process and helped choose perfect products to meet individual needs
- Networked to build client base and promote products to new and existing clients
- Secured long-term accounts, providing recommendations to promote brand effectiveness and product benefits
- Ensured effective customer communication to maintain customer satisfaction and loyalty
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions
- Made approximately 15 sales week which exceeded KPI's
Fundraiser
PFS & PublicOutreach
09.2016 - 12.2016
- Evaluated and reported on impact of fundraising efforts to measure success and identify areas for improvement
- Generated increased revenue by identifying new potential donors and implementing targeted outreach strategies
- Achieved sales targets consistently by driving daily sales activities and managing the sales pipeline effectively
- Exceeded KPI's, approximately making 20 pledges a week
- Boosted donor retention rates with timely follow-up communications and personalized acknowledgements
Volunteer
Anglicare
01.2014 - 01.2015
- Opened and closed the store, including counting cash, opening and closing cash registers and making bank deposits
- Marked clearance products with updated price tags. Maintained visually appealing and effective displays for the entire store
- Demonstrated principle of customers coming first by handling needs with sense of urgency
- Answered customers' questions and addressed problems and complaints in person and via phone. Received and processed cash and credit payments for in-store purchases
Education
Bachelor of Science - Bachelor of Social Science
Swinburne University of Tech
06.2026
High School Diploma -
Illawarra Christian School
11.2016
Skills
- Client Relationship Management
- Results-Driven
- Relationship Building Expertise
- Proficient in Organization
- Collaborative Team Member
- Results-Driven
- Engaged Listening Skills
- Proficient in Microsoft Office
- Dynamic Initiative Taker
- Accurate Claims Management
- Timely and Dependable
- Comprehensive Account Coordination
- Team motivation
- Insurance policy review
Additional Information
Available on request
Timeline
Claims Manager
Covermore
11.2024 - Current
Customer Success Manager
Resparke
06.2023 - 11.2024
Community Executive
JustCo
06.2022 - 06.2023
Senior Customer Service Representative
MasterCard
06.2019 - 07.2022
Customer Care Representative
Woolworths Insurance
07.2018 - 06.2019
Customer Service Representative & Recruitment
Fundamental worldwide Pty Ltd
06.2017 - 07.2018
Sales Representative
PrintersRus
12.2016 - 05.2017
Fundraiser
PFS & PublicOutreach
09.2016 - 12.2016
Volunteer
Anglicare
01.2014 - 01.2015
High School Diploma -
Illawarra Christian School
Bachelor of Science - Bachelor of Social Science
Swinburne University of Tech
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