PRERNA PANDYA (PIA)
BRISBANE,QLD
Summary
Results-driven professional with extensive experience in leadership, customer success, and operations. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
12
12
years of professional experience
Work History
Claims Manager
Suncorp Group
04.2025 - Current
- Handled Portfolio of over 500 claims,managing escalated and sensitive matters with discretion, confidentiality, and accuracy
- Assess, process, and resolve complex insurance claims in alignment with Product Disclosure Statement (PDS) policies and regulatory guidelines.
- Provided end-to-end claims support,incorporating vulnerability assessment, clear PDS explanations, and personalised claim handling to achieve fair outcomes.
- Managed insurance claims for older customers experiencing vulnerability, applying empathy-led communication, additional support measures, and tailored claim solutions.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Implemented fraud detection measures, minimizing financial losses due to fraudulent activities.
- Identified and escalated vulnerable customer cases, ensuring timely intervention, appropriate referrals, and fair claim outcomes.
- Collaborated across departments to streamline processes, improving turnaround time and enhancing customer satisfaction.
- Identified trends and contributed to process improvements, driving enhanced service outcomes through targeted initiatives.
- Interpret complex information and deliver practical, timely resolutions
- Ensure accuracy in data entry, documentation, and claims assessment within compliance frameworks.
- Maintain accurate records and system updates across multiple digital platforms
- Served as key point of contact for employee and stakeholder queries, providing clear guidance aligned with policy and process to ensure understanding and compliance.
Customer Success Manager
Spectrum Consulting
11.2022 - 02.2025
- Managed diverse business accounts, serving as primary liaison for key clients.
- Directed a portfolio of 5 key accounts, resulting in strategic upselling and cross-selling initiatives.
- Optimised customer journey by implementing risk management strategies that improved client satisfaction.
- Served as first point of contact for client and internal queries, achieving first-call resolution whenever possible.
- Coordinated workflows, escalations, and handovers across specialist teams to enhance communication and efficiency.
- Supported system onboarding, user education, and self-service capability
- Analysed data and reporting to support accurate decision-making
Operations Manager
Black Eyewear
04.2020 - 10.2022
- Ensured accuracy of workforce data and operational documentation, supporting informed decision-making
- Facilitated employee lifecycle processes from onboarding to compliance, enhancing overall workforce engagement
- Collaborated with leaders to proactively address and resolve employee-related issues, fostering a supportive work environment
- Spearheaded process improvements within the organization by sharing best practices learned from completed projects across various departments.
- Pioneered new project management tools, streamlining workflows and enhancing team collaboration. Reduced project turnaround time significantly.
- Developed and executed creative marketing strategies (Social Media and Collaborating with different mall management) to boost brand visibility and footfall.
Multi-Site Manager
OPSM
02.2017 - 03.2020
- Oversaw multi-site operations, driving performance consistency and operational excellence across locations.
- Coordinated workforce planning and scheduling across multiple sites to align staffing with customer demand and utilize individual strengths.
- Achieved and exceeded company, regional, and individual KPIs through effective leadership, collaboration, and customer-centric strategies.
- Implemented strategic people and operational initiatives that contributed to revenue growth, improved customer experience, and stronger team capability.
- Designed and implemented structured staff training, incentive programs, and career progression initiatives to identify, coach, and develop 25+ high-performing employees and management trainees, resulting in a 22% reduction in staff turnover.
- Led end-to-end recruitment and onboarding processes, ensuring smooth induction, compliance, and early engagement for new hires.
- Resolved employee and customer relations issues as escalation point, enhancing satisfaction and engagement levels.
Store Manager
Specsavers
06.2014 - 02.2017
- Implemented targeted business strategies, enhancing revenue and expanding market reach.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Oversaw inventory and cash controls while streamlining store opening and closing procedures.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Pioneered innovative customer service approaches, transforming in-store experience.
Education
Graduate Diploma - Human Resource Management
Southern Institute of Technology
NZ06-2026
Certificate - Fashion Journalism
University of The Arts
London02-2025
Bachelor of Science -
Mumbai University
IndiaSkills
- Microsoft Suite (Word, Excel, PowerPoint)
- ADP
- Genesys
- ConnectWise
- Microsoft Office
- Employment Hero
- Risk Management
- Relationship Management
- Communication & Collaboration
- Time Management
- Strategic Planning
- Customer management
- Claims assessment
References
Available upon request
Hobbies and Interests
- Blogging
- Acting and Theater
- Bolly Dance Fitness and zumba Instructor
Timeline
Claims Manager
Suncorp Group
04.2025 - Current
Customer Success Manager
Spectrum Consulting
11.2022 - 02.2025
Operations Manager
Black Eyewear
04.2020 - 10.2022
Multi-Site Manager
OPSM
02.2017 - 03.2020
Store Manager
Specsavers
06.2014 - 02.2017
Graduate Diploma - Human Resource Management
Southern Institute of Technology
Certificate - Fashion Journalism
University of The Arts
Bachelor of Science -
Mumbai University