POOJA NEGI
Sydney
Summary
Results driven Technical Specialist with expertise in NSW legislation and complex claims management. Experienced in handling litigated matters, WPI and WID claims. Skilled in conducting internal reviews and quality assurance audits. Providing strategic guidance, and mentoring claims teams to enhance capability and compliance. Adept at stakeholder engagement, risk identification, and driving optical outcomes across complex portfolios.
Overview
20
20
years of professional experience
Work History
Technical Specialist
Gallagher Bassett
Sydney, NSW
08.2024 - Current
- Provide technical support and guidance across complex NSW Workers Compensation claims to support sound decision making and legislative compliance.
- Conduct technical file reviews and quality assurance assessments to identify risk, drive best practice, and improve claims performance.
- Assist with technical matters including work capacity, WPI, litigation, and eligibility reviews.
- Deliver strategic oversight and recommendations in relation to litigated matters, including collaboration with legal representative and review of legal strategy.
- Coach and support claims staff through technical training and mentoring.
- Contribute to quality assurance and ensure compliance with internal and regulatory standards.
- Work closely with stakeholders including injured workers, employers, and internal teams to resolve issues and deliver quality service.
- Support business improvement initiatives and process enhancements across claims operations.
Senior Case Manager
Employers Mutual Limited
Sydney, NSW
10.2017 - 08.2024
- Independently manage a portfolio of tail claims including section 39
- Developing strong customer relationships by providing great customer experience to all stakeholders
- Engage in employer claims reviews and maintain regular fortnightly contact with all stakeholders
- Organise medical case conference with the treatment providers to discuss case management plans
- Ensure that the best case management techniques are used to achieve the optimum outcome and speedy recovery
- Make key decisions based on an authorisation framework
- Make decisions on entitlement reviews in relation to weekly payments and medical expenses
- Ensure that all mail is actioned within appropriate timeframes
- Daily assessment and authorisation of payments within timeframes
- Take responsibility that all actions are in accordance with EML's guidelines, policies and procedures
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
Senior Service Coordinator
Secom Technical Services
St. Leonards, NSW
04.2015 - 09.2015
- Maintaining an up to date schedule for all technicians
- Liaising with technicians and customers about new & existing jobs, service reports and schedules
- Processing of new jobs in appropriate timeframes
- Responding to customers making service requests
- Maintaining customer and site contact information
- Compliance with WHS obligations
- Other admin duties as required to support the business.
Premium Service Tracking Officer & Service Scheduler
Samsung Electronics
Homebush, NSW
08.2012 - 03.2015
- Roles and Responsibilities (Service Tracking) -
- Working with over 500 service partners to enhance service coverage in Australia
- Assisting service partners with system issues by identifying and preventing system flaws
- Analysing data to maintain accuracy by focusing on integrity
- Ensuring daily KPI's on customer turnaround time are met and maintained
- Running reports from SAP, CAP and GMP to provide daily management reports
- Provide continual evaluation of processes and procedures, and suggest methods to improve operations
- Establish work procedures and processes that support Samsung's company and departmental standards, procedures, and strategic directives
- Utilising Microsoft; Excel, Word and Power point to complete daily tasks
- Roles and Responsibilities (Service Scheduler) -
- Assigning jobs to service technicians and effective management of technician workloads
- Close coordination with technicians to ensure quality service delivered on time
- Manage and prepare technician schedules to obtain best outcome for the customer
- Ensure schedules are adhered to and manage any changes to schedules on a daily basis
- Speaking with customers to organise for a service on their preferred date and time
- Following up with customers to enhance customer experience post product service
- Providing remedies and positive outcomes to customers i.e
- Exchange, refunds/store credits on a case by case basis.
Senior Technical Support Officer/Trainer
Datacom Australia/Samsung Australia
Macquarie Park, NSW
06.2011 - 08.2012
- Founded in Christchurch New Zealand in 1965, Datacom has over 40 years successful trading history is consistently growing and profitable and has a track record of delivering innovative, value for money technology solutions
- Inbound calls for Samsung White Goods enquiries
- Technical troubleshooting over the phone
- Booking in sales and service calls
- Exceeded client and organisation expectations over the entire tenure
- Delivered on the key KPI's i.e
- Customer satisfaction, AHT, Quality
- Entrusted the task to be a trainer within 6 months in the role
Tier 2 Customer Support
Navisite India Pvt Ltd
Gurgaon, India
08.2009 - 10.2010
- Inbound calls on customer enquiries (ProStores Inc
- And EBay)
- Handling copyright issues and provided effective resolution
- Disputes handling on PayPal accounts
- Fraud detection and verification of suspect stores created online
- Quality Assurance and management
- Coaching and feedback to new joiners
Senior Customer Care Officer
Capital One UK Bank
01.2006 - 01.2009
- Inbound calls for personal and business accounts
- Manual transaction authorizations for merchants
- Fraud detection and prevention
- Exceeded client and organisation expectations over the entire tenure
- Delivered on the key KPI's i.e
- Customer satisfaction, AHT, Quality
- Annual rating over 3 years was “Key Contributor” to the organisation
Education
Bachelors - Mass Communication
St. Anthony's Catholic College
Shillong, India03-2006
Skills
- Return to Work Planning
- Coaching and Mentoring
- Stakeholder Collaboration
- Litigation Management - WPI and WID
- Undertake ongoing entitlement reviews in relation to weekly payments and medical expenses
- Compliance and Regulatory Knowledge
- Process Improvement
- Quality Assurance and Internal Reviews
- Organization and Multitasking
Interests
Hobbies & Interests , Cooking, speciality in Indian curry and spices Animal lover Travelling and excursions with friends and family
Timeline
Technical Specialist
Gallagher Bassett
08.2024 - Current
Senior Case Manager
Employers Mutual Limited
10.2017 - 08.2024
Senior Service Coordinator
Secom Technical Services
04.2015 - 09.2015
Premium Service Tracking Officer & Service Scheduler
Samsung Electronics
08.2012 - 03.2015
Senior Technical Support Officer/Trainer
Datacom Australia/Samsung Australia
06.2011 - 08.2012
Tier 2 Customer Support
Navisite India Pvt Ltd
08.2009 - 10.2010
Senior Customer Care Officer
Capital One UK Bank
01.2006 - 01.2009
Bachelors - Mass Communication
St. Anthony's Catholic College