Ollie Iles
Melbourne
Summary
Detail-oriented and motivated Commercial Insurance Adjuster with experience in assessing and managing commercial insurance claims. Skilled in investigating Commercial property damage claims across various industries. Adept at evaluating damages, negotiating settlements, and ensuring claims are processed in a timely and accurate manner. Strong communication skills and a commitment to delivering excellent customer service while maintaining compliance with industry standards. Eager to apply problem-solving abilities and grow within the field of insurance claims management.
Overview
7
7
years of professional experience
Work History
Digital Commercial Loss Adjuster
Sedgwick
04.2024 - Current
- Reduced claim processing time by efficiently investigating and analyzing Digital Commercial claims.
- Interpreted policy language accurately, ensuring appropriate coverage determination for each claim scenario.
- Prepared comprehensive reports of damage, payments, and policy coverage.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Investigated and assessed damage to property and reviewed property damage estimates to provide accurate reserves.
- Attended industry conferences and workshops to stay current on trends and developments within the field of claims adjusting.
- Ability to manage all stakeholders.
- Begun Diploma of Loss Adjusting, currently starting the third Subject.
- Ability to identify potential recovery and salvage avenues.
- Ability to manage deadlines effectively with little to no overdue First Report and Progress Report tasks.
- Generated 75k in billable time within 6 months of starting to manage claims.
Customer Banking Manager
Commonwealth Bank of Australia
08.2021 - 04.2024
- Monitored and analyzed business performance to identify areas of improvement and made necessary adjustments
- Maintained positive customer relations by addressing problem heads-on and implementing successful corrective actions
- Established team priorities, maintained schedules and monitored performance
- Used competency frameworks, service metrics and analytical nature to resolve incident and customer complaints swiftly
- Managed and motivated employees to be productive and engaged in work
- Maintained professional, organized, and safe environment for employees
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Onboarded new employees with training and new hire documentation
Branch Manager
Commonwealth Bank of Australia
04.2020 - 08.2021
- Assessed employee performance and developed improvement plans
- Met deadlines by proactively managing individual and team tasks and streamlining operations
- Created strategies to develop and expand existing customer sales, resulting in increased opportunities
- Complied with all regulatory guidelines and requirements
- Resolved issues between employees and management and business operations
- Enhanced branch productivity by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and policy
- Performed banking, business administration and financial tasks to guarantee the firm’s service levels
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities
Customer Service Specialist
Commonwealth Bank of Australia
07.2018 - 04.2020
- Worked my way through many branches during my time as a Customer Service Specialist, learning customer service skills and building a strong foundation
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Complied with company policies and procedures by encouraging positive and effective work environment among team members
- Maintained and managed customer files and databases
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Handled customer inquiries and suggestions courteously and professionally
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Cross-trained and provided backup support for organizational leadership
Customer Service Representative (Teller)
Commonwealth Bank of Australia
07.2017 - 07.2018
- Built relationships with customers to encourage repeat business
- Operated cash register for cash, checks, and credit card transactions with excellent levels of accuracy
- Worked flexible schedule and extra shifts to meet business needs
- Answered questions about store policies and addressed customer concerns
- Worked closely with management to solve problems and handle customer concerns
- Helped customers select products, answered questions and offered product advice
- Highlighted customer service applications and in-store technology to deliver best-in-class experiences
Education
Dip -
St. Patrick’s College
12.2015
Skills
- Staff Development
- Performance Management
- Business Development
- Business Administration
- Policy interpretation
- Key Performance Indicators
- Time Management
- Complex Problem Solving
- Verbal and Written Communication
- Strategic Planning
- Policy Implementation
- Claims investigation
Hobbies and Interests
GYM, GOLF, FRIENDS, FOOD, The four pillars to my happy outside of work life.
Timeline
Digital Commercial Loss Adjuster
Sedgwick
04.2024 - Current
Customer Banking Manager
Commonwealth Bank of Australia
08.2021 - 04.2024
Branch Manager
Commonwealth Bank of Australia
04.2020 - 08.2021
Customer Service Specialist
Commonwealth Bank of Australia
07.2018 - 04.2020
Customer Service Representative (Teller)
Commonwealth Bank of Australia
07.2017 - 07.2018
Dip -
St. Patrick’s College
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