Priyani Forrester
Summary
Results-driven professional with forward-thinking approach centred on company success and competitive growth. I am a very focused professional, adept at planning, directing and maintaining continuous operations in various departments.
I have Team Leader experience, where I've demonstrated the ability in building successful teams and managing profitable operations, able to develops strategies, provides training, sets goals and obtains team feedback.
I also hold qualifications in Auditing, which has allowed me to become knowledgeable in understanding risk management, within both the Private and Public industry environments.
I have excellent interpersonal and communication skills and am results-driven, accustomed to overseeing operations with strong attention to detail and accuracy and I am a dedicated professional adept at providing administrative and logistical support for various projects, programs and initiatives.
Overview
20
20
years of professional experience
Work History
Technical Support Officer
NSW Department Planning Housing & Infrastructure
07.2021 - Current
- Streamlined ticket resolution process, increasing productivity and reducing average response time.
- Served as a liaison between IT departments and end-users, translating complex technical concepts into easily understandable terms.
- Effectively managed priorities while balancing competing demands from internal users.
- Provided comprehensive support for various software and hardware, enhancing overall user experience.
- Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
- Improved customer satisfaction by resolving technical issues in a timely manner.
- Delivered remote support services to clients across multiple locations, enabling swift issue resolution without the need for on-site visits.
- Translated complex technical issues into digestible language for non-technical users.
- Helped streamline repair processes and update procedures for support action consistency.
Senior Customer Service Officer
NSW Department Of Planning, Industry & Environment
06.2020 - 07.2021
- Work directly with internal and external stakeholders to provide advice and assistance on navigating the NSW Planning Portal, keeping with relevant legislation, policies and procedures.
- Manage customer queries for the planning function.
- Provide specialist expertise in the analysis of data received from Councils.
- Ensuring data accuracy and completeness and educating all users to improve data quality.
- Escalate issues as required.
- Plan and prioritize workloads to meet deadlines in a hectic and demanding work environment.
- Manage several inboxes and feedback systems in which queries are lodged.
- Work with the wider ePlanningTeam such as the Training Team to provide noticeable trends which may need addressing for future external training sessions.
- Provide detailed and accurate written notes, of customer feedback / issues, in order for the Technical Team to assess further.
Senior Client Service Officer
NSW Department Of Family & Community Services
01.2017 - 06.2020
- Work directly with clients and their advocates to provide advice and assistance on housing options based on assessment of eligibility and client needs and in keeping with relevant legislation, policies and procedures.
- Work collaboratively with internal specialists and external service providers and make referrals where additional support requirements are identified to better meet client needs.
- Manage tenancies and support clients to maintain successful tenancies.
- Support tenancy and community participation initiatives to contribute to harmonious neighborhoods and stronger communities.
- Manage client information to ensure confidentiality, accuracy and integrity.
- Monitor property condition and facilitate maintenance and minor modifications where necessary to meet client needs.
- Liaise directly with clients to support client (complex) needs in their home and in the field.
- Plan and prioritize workloads to meet deadlines in a hectic and demanding work environment.
- Manage clients/advocates conflicts and expectations of clients.
Internal Auditor (Risk & Compliance), Motor Accidents & Workers Compensation Departments
Allianz (incorporating TIO)
12.2013 - 12.2016
- Recorded and maintained data collected during compliance reviews, ensuring data integrity is maintained through correct data entry
- Minimized frequency of privacy breaches and consistently met privacy standards
- Provided staff coaching via audit feedback and contributed to the achievement of the required benchmarks/ KPIs/ targets and the demonstration of consistent improvement
- Provided advice on operation of application of legislation as sought by MAC employees PIM staff from time to time
- Complete high risk case studies to identify breakdowns in process, policy or operational issues that impact negatively on customer experience, provided suggested improvement plans and proposals for implementation
- Provided regular constructive feedback to the business on the performance of the claims team against the benchmarks/ targets/ KPIs
- Coordinated mediation applications, collating necessary data to provide monthly reports to the leadership team on statistics, identifying any trends/areas of development
- Development and implementation of reporting frameworks
- Updated and maintained policies and procedures manuals.
Technical and Compliance Officer
TIO (prior To Being Purchase By Allianz)
02.2013 - 11.2013
- Conducted quarterly compliance reviews of claims handling processes, ensuring compliance with all relevant legislation/ regulations, claims practices, service level agreements and relevant guidelines.
- Reviewed, revised and updated compliance policies and procedures to confirm continual compliance with applicable laws.
- Reported on and facilitated regular meetings / presentations with Senior Management, relating to my findings.
- Develop and facilitate training sessions with Staff.
- General administration.
- Applied comprehensive understanding of the Northern Territory Workers Compensation Policy.
Claims Officer (Workers Compensation)
TIO
12.2011 - 12.2013
- Adhered to the Northern Territory ACT
- Determined coverage based on client entitlements according to the Act
- Read and understood Medical Reports, Scans and Images
- Liaised and communicated with external Suppliers, Customers, Doctors, Providers, Legal and Rehabilitation officers and the Employers
- Liaised with the TIO Designated Disputes and Legal Officers and Injury Management Advisors
- Prepared and authorized payments for Claimants, Employers and Suppliers / Doctors
- Prepared and wrote Independent Medical Reports for Specialists / General Practitioners
- Booked Independent Medical Examinations Locally and Interstate
- Actioned daily Mail, Email, Pearl and Faxes within the nominated timeframes
- Calculated and prepared spreadsheet for Loss of Earning Payments
- Identified recovery files
- Provided customer service face-to-face.
Senior Claims Consultant (Home & Motor Insurance)
TIO
09.2009 - 12.2011
- Applied comprehensive understanding of the TIO Home, Motor and Commercial Policies
- Liaised and communicated with external Suppliers, Customers, Builders, Brokers, Real Estate Agents, Insurance Companies, Police and Assessors
- Adhered to all N.T
- And Australian legislation and guidelines
- Managed customer complaints and disputes
- Determined liability / coverage based on the correct policy
- Detected fraudulent claims
- Adhered to strict timeframes
- Negotiated and settled clients’ claims with Other Parties
- Advised clients of a ‘no cover’ decision (in writing and verbally)
- Determined the method of settlement for a claim
- Processed theft claims for clients
- Prepared/receipted payments for clients and suppliers
- Ensured Quality Assurance when authorizing staff payments
- Actioned files after a severe incident
- Processed Total Loss Claim payments
- Served customers at front counter.
Team Leader
Insurance Australia Group (IAG)
07.2004 - 09.2009
- Supervision of day-to-day operations of permanent, casual and temporary Customer Service Officers
- Ensuring a positive team culture is maintained through providing ongoing support, encouragement and regular 1:1 check-ins, on a fortnightly basis
- Provide ongoing coaching to staff on first point of call resolution and seek opportunity for facilitated upskill sessions
- Support Customer Service Officers with managing challenging interactions and providing resolutions by following IAG’s escalation processes
- Ensure staffing levels and rosters meet council’s customer service obligations and operational requirements.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Education
Graduate Certificate in Internal Auditing (C.I.A.) -
The Institute of Internal Auditors Australia
2014
Certified Financial Services Auditor (C.F.S.A.) -
The Institute of Internal Auditors Australia
2014
PIEF, Understanding Accident Compensation -
T.I.O. Insurance
2013
Insurance Certificate III and IV in General Insurance -
I.A.G. Insurance
2012
Insurance Certificate III in Financial services -
I.A.G. Insurance
2008
Insurance Certificate III in Insurance Broking -
I.A.G. Insurance
2008
Bachelor of Teaching/Bachelor of Arts -
University of Western Sydney - Penrith NSW
2004
N.S.W. High School Certificate -
Penrith Christian Community School NSW
2000
Skills
- Teamwork and Collaboration
- Problem-Solving
- Coaching and Mentoring
- Technical Troubleshooting
- Active listening
- Strategic Thinking
- Problem Resolution
- Cross-functional adaptability
- Friendly, Positive Attitude
Key Capabilities
- Effective communicator: excellent interpersonal, verbal/written communication, negotiation, conflict resolution, and presentation skills. Ability to work/liaise/negotiate with internal/external stakeholders (government/private sector) and clients to develop/achieve productive relationships and outcomes. Ability to prepare/produce/present accurate, succinct, and structured documents/reports/submissions. Well developed customer service skills.
- Proactive and collaborative team leader/member: excellent people management skills, with ability to supervise/ monitor/motivate and work collaboratively with team members
- High level planning and work management skills: excellent coordination, budget and resource management Results driven with attention to detail: successfully conducted audits varying in complexity and length
- Organisational skills: task prioritisation; time management; highly focused with ability to work effectively under stress in challenging work environments with competing priorities
- Highly effective research, analytical and problem solving skills: ability to devise/implement iniatives/strategies.
- Computer/IT proficiency including Microsoft Office, specialist in-house systems such as CST,OPUS, BONUS, CIS, TRIM, PEARL, I90, Lotus Notes, HOMES
- In-depth industry knowledge of the Insurance sector including knowledge/application of relevant legislation/Acts
- Demonstrated track record of personal integrity, ethical behaviour & accountability. Knowledge/appreciation of government policies/legislation pertaining to WHS, cultural diversity and equal opportunity
References
Can be provided upon request
Timeline
Technical Support Officer
NSW Department Planning Housing & Infrastructure
07.2021 - Current
Senior Customer Service Officer
NSW Department Of Planning, Industry & Environment
06.2020 - 07.2021
Senior Client Service Officer
NSW Department Of Family & Community Services
01.2017 - 06.2020
Internal Auditor (Risk & Compliance), Motor Accidents & Workers Compensation Departments
Allianz (incorporating TIO)
12.2013 - 12.2016
Technical and Compliance Officer
TIO (prior To Being Purchase By Allianz)
02.2013 - 11.2013
Claims Officer (Workers Compensation)
TIO
12.2011 - 12.2013
Senior Claims Consultant (Home & Motor Insurance)
TIO
09.2009 - 12.2011
Team Leader
Insurance Australia Group (IAG)
07.2004 - 09.2009
Graduate Certificate in Internal Auditing (C.I.A.) -
The Institute of Internal Auditors Australia
Certified Financial Services Auditor (C.F.S.A.) -
The Institute of Internal Auditors Australia
PIEF, Understanding Accident Compensation -
T.I.O. Insurance
Insurance Certificate III and IV in General Insurance -
I.A.G. Insurance
Insurance Certificate III in Financial services -
I.A.G. Insurance
Insurance Certificate III in Insurance Broking -
I.A.G. Insurance
Bachelor of Teaching/Bachelor of Arts -
University of Western Sydney - Penrith NSW
N.S.W. High School Certificate -
Penrith Christian Community School NSW
Similar Profiles
Matthew MunroMatthew Munro
Manager, Investigations & Professional Standards (substantive Role) at NSW Department of Planning, Housing and InfrastructureManager, Investigations & Professional Standards (substantive Role) at NSW Department of Planning, Housing and Infrastructure
Clay LoganClay Logan
Planning officer - Hunter and Northern Region at NSW Department of Planning, Housing and InfrastructurePlanning officer - Hunter and Northern Region at NSW Department of Planning, Housing and Infrastructure
KOMAL NAEEMKOMAL NAEEM
Senior Planning Policy Officer at NSW Department of Planning, Housing and InfrastructureSenior Planning Policy Officer at NSW Department of Planning, Housing and Infrastructure
Edan ZaniEdan Zani
Technical Support Officer at IndigoTechnical Support Officer at Indigo
Modessa NasisModessa Nasis
Technical Support Officer at IBEX GlobalTechnical Support Officer at IBEX Global