Reannan Selling
Chfley,NSW
Summary
Dynamic Case Manager at QBE with expertise in individualized care planning and workers compensation management. Recognized for delivering compassionate support and resolving complex cases efficiently. Proven ability to mentor new team members while ensuring regulatory compliance and maintaining high standards of customer service. Excel at adapting to new environments and challenges, quickly learning and thriving in diverse situations.
Overview
9
9
years of professional experience
Work History
Case Manager - High Complexity
QBE
Parramatta, NSW
03.2024 - Current
- Developed individualised care plans for optimising client outcomes implementing evidence based recover at work programs.
- Managed a large caseload of 80+ complex workers' compensation claims while still driving early intervention programs and return-to-work strategic planning, resulting in a 10% increase in return-to-work timeframes.
- Provided compassionate support to injured employees throughout the workers' compensation process, addressing concerns, and advocating for their best interests.
- Provided high-level customer service, resolving issues promptly and achieving a 95% satisfaction rate in CSAT.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Trained and mentored five new case managers, improving team efficiency and reducing error rates through structured onboarding and knowledge sharing.
Emergency Medical Call Taker & Disptacher
NSW Ambulance
Eveleigh, NSW
08.2022 - 02.2024
- Attained Certificate 3 in Ambulance Communications via IAED - International Academy of Emergency Dispatch
- Typed incoming information promptly, maintaining a high accuracy rate.
- Successfully handled emergency services during multiple major incidents, coordinating effectively with paramedics, police and fire services to ensure swift resolution
- High degree in confidentiality, diplomacy and discretion.
- Advanced knowledge in medical terminology
- Trained and supervised new call takers according to protocol and processes.
- Proved successful working within tight deadlines and a fast-paced, high stress environment.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
Operations Manager
One Eleven Health & Vitality Blends
Chifley, NSW
12.2021 - 07.2022
- Proficient in Microsoft Excel and Word
- Increases sales percentage 35% after initial launch phase
- Managed marketing and customer account operations efficiently successfully increasing database to over 8000 customers.
- Enhanced functionality and appearance of website and repaired functionality issues.
- Implemented customer loyalty programs that increased repeat business.
- Executed A and B testing on webpage elements to maximize user engagement.
Operations Manager
Fit Nutrition
Bondi Junction, NSW
05.2017 - 12.2021
- Planned, implemented and tracked sales and marketing strategies to promote brand products.
- Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability.
- Motivated team members to continuous improvement in promoting and selling target products.
- Compiled product, market and customer data to generate informed sales and profit projections.
- Developed innovative marketing campaigns based on key objectives.
- Monitored online advertising and social media campaigns to assess success of different strategies.
- Evaluated consumer preferences and behaviours, combined with market trends and historical data, to adjust and enhance campaigns.
- Enhanced functionality and appearance of website and repaired functionality issues.
Head Barista
The Wedge Espresso
Glebe, NSW
05.2016 - 05.2017
- Head Barista - 2IC
Education
High School Diploma -
Hunter Sports High School
Newcastle, NSW11-2008
Skills
- Attention to detail
- Team player
- Customer service
- Adaptability
- Interpersonal communication
- Compassionate support
References
References available upon request.
Timeline
Case Manager - High Complexity
QBE
03.2024 - Current
Emergency Medical Call Taker & Disptacher
NSW Ambulance
08.2022 - 02.2024
Operations Manager
One Eleven Health & Vitality Blends
12.2021 - 07.2022
Operations Manager
Fit Nutrition
05.2017 - 12.2021
Head Barista
The Wedge Espresso
05.2016 - 05.2017
High School Diploma -
Hunter Sports High School
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