Phuong (Kimmii) Tran
Canley Vale,NSW
Summary
Proven Case Manager at CBA/AIA, adept in navigating complex claims with precision and compassion, enhancing customer trust. Excelled in high-pressure environments, showcasing exceptional organizational skills and the ability to multitask. Achieved notable customer satisfaction improvements through effective problem-solving and team collaboration. Skilled in comprehensive claim management and fostering stakeholder relationships.
Overview
17
17
years of professional experience
Work History
Case Manager
CBA/AIA
Sydney Olympic Park , New South Wales
08.2020 - Current
- Communicate every step of the claims process to customers, ensuring they feel informed, supported, and confident throughout
- Foster strong, trust-based relationships with both customers and third-party stakeholders, creating a network of collaboration and understanding.
- Review, assess and follow up on documents, making sure that every decision aligns with legal standards and company values.
- Answer all queries expertise and compassion, ensuring swift processing of payments to finalise each claim with precision and care.
- Adhered to ethical principles and standards to protect clients' confidential information.
- Assisted individuals with eligibility for available benefits.
- Provided referrals to appropriate medical, mental health, and social services.
- Attention to detail and quality assurance.
- Ability to prioritise and address multiple conflicting requirements
- Initiating claims investigations
- Managing and assessing a portfolio of life insurance claims end to end (DTH, TI and IP) - both physical and psychological
Customer Service Representative
CBA
Syndey Olympic Park , New South Wales
05.2012 - 07.2020
- Utilising all systems ( Commsee, L400, Bureau, Paxus and SAP ) to retrieve customers information to assist in enquiries or complaints
- Taking claim's intake and creating claims
- Liaising with internal department to help customers, Loans team
- Providing exceptional customer service
- Review and responding to correspondence
- Using active listening skills to determine the nature of the call and directing customers to appropriate departments or finding the right resolution to the problem
- Providing quotations to customers and advisers Submitting cancellation and refund request
- Upskilling with Retail Advice products to assist in call flow and learning new skillsets
- RG 146 accredited to assist in retaining cancellations with detailed conversation to explain features and benefits
Customer Service Representative
Kelly Services (Chrisco)
Regent's Park , New South Wales
10.2007 - 02.2012
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs
- Assisted customers with price checks, orders items and other enquiries
- Identified opportunities for upselling additional products or services based on customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Certificate IV - Life Insurance And The Life Insurance Professional
ANZIIF
Online (East Melbourne)01-2024
Certificate - RG 146
CBA
Sydney Olympic Park, NSW07-2020
Certificate II - Contact Centre
Granville Tafe
Granville, NSW11-2007
Statement of Attainment - Work Skills
Granville Tafe
Granville, NSW12-2002
Statement of Attainment - Real Estate
Granville Tafe
Granville, NSW09-2001
Skills
- Highly organised and efficient
- Ability to work independently or as part of a team
- Ability to work under pressure and multi-task and follow instructions
Timeline
Case Manager
CBA/AIA
08.2020 - Current
Customer Service Representative
CBA
05.2012 - 07.2020
Customer Service Representative
Kelly Services (Chrisco)
10.2007 - 02.2012
Certificate IV - Life Insurance And The Life Insurance Professional
ANZIIF
Certificate - RG 146
CBA
Certificate II - Contact Centre
Granville Tafe
Statement of Attainment - Work Skills
Granville Tafe
Statement of Attainment - Real Estate
Granville Tafe
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