Rehan Fernando
Melbourne
Summary
Cheerful Client Relations Executive with 5 years background attracting new clients and retaining existing accounts. Built and nurtured relationships by pursuing opportunities, delivering information to key contacts and maintaining regular communication. Collaborated with internal teams for smooth service.
Overview
7
7
years of professional experience
Work History
Client Services Officer
Gallagher
11.2023 - Current
- Educated clients on various insurance products such as construction,personal accident and injury, motor vehicle, business,smart protect ,trades, cargo,building and contents through insurers such as Mecon,QBE,AFA,Allianz,CGU,Zurich, NTI,Vero, AIG,Chubb,Imar etc.
- Developed good relationships with the above mentioned insurance carriers, allowing for more efficient processes.
- Assisted over 90 clients via inbound/outbound calls and completed over 150 emails weekly.
- Maintained thorough knowledge of insurance regulations, staying up-to-date on changes that could impact clients or business operations.
- Worked closely and cultivated relationships with overseas processing teams employed by the company, to ensure the smooth completion of day to day processing/admin tasks.
- Evaluated accuracy and quality of data entered into company management systems such as Evolution,Winbeat,Officetech, SSP,Scout, RAAS etc
- Assisted clients and the claims team with the beginning of claims processing, ensuring a smooth experience during difficult times.
- Collaborated with underwriters to negotiate favourable terms for clients, ensuring competitive pricing and comprehensive coverage.
- Calculated quotes and educated existing clients on insurance options.
- Managed monthly creditors/debtors lodging tasks.
- Oversaw the completion of an average of 90-100 clients insurance renewals per month, ensuring that clients receive relevant documents in time and insurers receive relevant information need to process the new renewal period.
- Worked closely with premium funders such as Monument in order to ensure clients are able to sustain their current insurance payments to the insurers by managing premium funder and client relationships.
- Engaged with associations such as the Victorian building authority and Electricity distributors of NSW to assist with the renewal of our clients relevant licenses.
- Reported policy changes and company conditions affecting customer satisfaction to clients via phone and email communications.
- Leveraged knowledge of insurance products and services to advise customers on appropriate choices depending on the clients needs cover, price etc.
- Participated in ongoing professional development, staying current with insurance best practices and emerging industry trends as well as courses such as workplace harassment, bribes and extortion, errors and omissions etc.
Client Services/Accounts Assist Officer
Interflora Australia
12.2019 - 10.2023
- Managed a database of over 700 clients
- Resolved customer issues to enable mutually beneficial outcomes and encourage continued cooperation.
- Navigated extensive company knowledge base to obtain appropriate solutions for customer service issues.
- Participated in interactive training programs to expand knowledge of company products and policies.
- Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
- Documented customer interactions in internal database to maintain complete customer service history.
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
- Contacted outside providers on behalf of customers to help solve problems.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Made outbound calls to vendors and customers to discuss and resolve account needs.
- Used accounting software to reconcile accounts, track income, and generate invoices.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Prepared financial statements to provide results of operations, financial position and cash flow.
Client Advisor
Clean 4 U
02.2018 - 01.2020
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled over 40 customer inquiries a day and suggestions courteously and professionally.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Created reports, presentations and other materials for executive staff.
- Created organized filing system to manage department documents.
- Negotiated and executed contracts on behalf of department.
- Created and maintained databases to track and record customer data.
- Developed strategies to streamline and improve office procedures.
Education
Bachelor of Business - Accounting And Business Management
Swinburne University of Technology
Melbourne, VIC06-2025
Tier 1 Insurance Broking Compliance - Insurance Broking
ANZIFF
East Melbourne 07-2024
High School Diploma -
Nazareth College
Noble Park North, VIC11.2017
Skills
- Client Relationship Management
- Advanced Microsoft office suit skills
- Advanced G-suit skills
- Xero & Nexus financial package literacy
- Winbeat,Evoloution,SSP,RAAS,Scout insurance package literacy
- Strategic Thinking
- Workflow Planning
- Peer Relationships
- Clear Communication
- Leadership
- Attention to Detail
- Punctual and presentable
- Ability to co-exist with individuals from all facets of life
Languages
Singhalese
Native or Bilingual
English
Native or Bilingual
Hindi
Limited Working
Timeline
Client Services Officer
Gallagher
11.2023 - Current
Client Services/Accounts Assist Officer
Interflora Australia
12.2019 - 10.2023
Client Advisor
Clean 4 U
02.2018 - 01.2020
Bachelor of Business - Accounting And Business Management
Swinburne University of Technology
Tier 1 Insurance Broking Compliance - Insurance Broking
ANZIFF
High School Diploma -
Nazareth College
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