Olivia Saldana
Preston,VIC
Summary
A skilled and compassionate individual who is looking to utilise her health and interpersonal skills to advance her career in the Work Cover and personal injury industry. Extensive experience in delivering an outstanding customer experience in a variety of settings, whilst also completing a range of administrative tasks. Develops genuine rapport and strong professional relationships with workers, employers, healthcare professionals and managers. A clear and confident communicator able to convey complex information to a variety of audiences. Demonstrates strong planning and organising skills and a meticulous attention to detail in all work activities. Thrives in team environments and enjoys collaborating with others, but also works well independently.
Overview
8
8
years of professional experience
Work History
Customer and Capability Specialist
Gallagher Bassett Services Inc.
08.2023 - Current
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Mentored team members, fostering professional growth through guidance on best practices aligning with company goals and values.
Injury Management Advisor
Gallagher Bassett Services Inc.
12.2022 - 08.2023
- Personal Injury expertise in reviewing complex medical requests arising from Worker’s Compensation claims
- Collaborating with Case Managers and Treating Health Providers to review and make recommendations for treatment plans for injured workers based on medical advice and evidence
- Liaising with Medical Advisors relating to specialised and niche requests for surgery and treatment to ensure WorkSafe and industry guidelines are being adhered to as part of treatment requests
- Advising employers, employer consultants and other stakeholders with updates regarding injury management strategies
- Providing quality customer service to injured workers, employers, employer consultants & other stakeholders
- Providing Injury Management expertise and advice, as well as coaching and mentoring to claims managers
- Ensuring timely, educated and informed medical claims management decisions are made, with an objective to improve outcomes all parties involved.
Mental Injury Senior Case Manager
Gallagher Bassett Services Inc.
02.2022 - 12.2022
- Enhanced client outcomes by developing comprehensive case management plans tailored to individual needs.
- Streamlined case processes for increased efficiency and accelerated resolutions.
- Improved team collaboration by establishing clear communication channels and fostering a supportive environment.
- Reduced client wait times with effective prioritization and time management strategies.
- Specialised in the management of complex mental injuries.
Case Manager
Gallagher Bassett Services Inc.
04.2021 - 02.2022
- Manage a large portfolio of medical expense claims
- Providing exceptional customer service and claims advice to injured workers, managing employers and healthcare professionals while building rapport
- Collaborate with all parties involved in a claim to ensure appropriate treatment options are being provided and to support injured workers through the return to work process
- Utilize claims management skills and resources while working effectively with the claims team to provide best possible outcomes for all stakeholders involved in a claim.
Sales Assistant
Pilgrim Clothing
11.2018 - 04.2021
- Provide an exceptional customer experience at a busy clothing boutique
- Engage with customers to identify their needs and offer products to suit
- Respond to customer issues and complaints promptly and professionally
- Assist store management in the recruitment and training of new staff
- Collaborate with other team members to achieve individual and shared KPI's
- Liaise with other stores across Melbourne to help customers secure their desired product and resolve service delivery issues to a high standard
- Maintain the store environment in a polished, visually appealing manner
- Prepare a variety of reporting on store activities including sales and customer service results.
Team Leader
Hungry Jack's
04.2016 - 11.2018
- Led a team of customer service staff to deliver excellent customer service in a busy food retail environment
- Ensured prompt, professional service is provided at the front counter and drive-through
- Prepared a range of food and beverage products to a high standard
- Trained new team members in all aspects of their role
- Allocated work tasks to other staff to ensure efficient store operations
- Maintained an OH&S compliant working environment and undertook periodic tests and reviews of safety procedures with senior management.
Education
Bachelor of Nursing - Nursing
LaTrobe University
Melbourne, VIC03.2020
VCE Completion -
Our Lady of Mercy College
Melbourne, VIC11.2017
Skills
- Microsoft Word
- Microsoft Outlook
- Microsoft Excel
- Microsoft PowerPoint
- Emergency Response
- Customer Service
- Records Management
- Data Entry
- Clinical Reasoning
- General Administration
- Conflict Resolution
- Reporting
- Problem Solving
- Teamwork
- Planning and Organising
- Process Improvement
- Detail Focus
- Written Communication
- Verbal Communication
Awards
- VCE EXCELLENCE AWARD, English, 2017
- VCE EXCELLENCE AWARD, Humanities, 2017
Volunteer Experience
- COMMUNITY ACTION PROGRAM, Heidelberg Heights Soup Van, 2016
- TUTORING, Kumon Ivanhoe Education Centre, 2015
References
PROVIDED AS REQUESTED
Hobbies and Interests
- Netball
- Basketball
- Swimming
- Travel
- Music
Timeline
Customer and Capability Specialist
Gallagher Bassett Services Inc.
08.2023 - Current
Injury Management Advisor
Gallagher Bassett Services Inc.
12.2022 - 08.2023
Mental Injury Senior Case Manager
Gallagher Bassett Services Inc.
02.2022 - 12.2022
Case Manager
Gallagher Bassett Services Inc.
04.2021 - 02.2022
Sales Assistant
Pilgrim Clothing
11.2018 - 04.2021
Team Leader
Hungry Jack's
04.2016 - 11.2018
Bachelor of Nursing - Nursing
LaTrobe University
VCE Completion -
Our Lady of Mercy College
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