Summary
Overview
Work History
Education
Skills
Timeline
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Renita Coutinho

Perth,WA

Summary

Dynamic Case Manager with a proven track record at link Group, excelling in client relationship management and documentation accuracy. Adept at resolving complex issues with empathy and critical thinking, consistently enhancing service quality and operational efficiency. Recognized for effectively communicating with stakeholders to drive successful outcomes.

Overview

19
19
years of professional experience

Work History

Case Manager

link Group
Perth, WA
09.2022 - 11.2024
  • Escalating queries, complaints, risks, and issues promptly and in line with current procedures.
  • Adherence to agreed service and quality standards.
  • Communicating effectively with internal and external stakeholders to resolve inquiries.
  • Support and assist Case Managers when calling claimants and getting the information regarding the insurance claim.
  • Processing of all operational administration, including workflows, mail-in, and ETS.
  • Accurately recording information in the relevant systems, while using the core systems to respond effectively to service inquiries.

Sales Support Administrator

Officeworks
Perth, WA
03.2018 - 09.2022
  • Answered a high volume of calls in a fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
  • Monitored inventory levels to ensure sufficient stock is available for purchase by customers.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Responded promptly to customer inquiries through various communication
  • Processed customer orders accurately within established timelines.
  • Cultivated and maintained lasting relationships with clients while providing exceptional sales service.

Sales Consultant

Primark
London, Greater
01.2017 - 01.2018
  • Greeted customers upon entrance and handled cash and credit transactions.
  • Updated pricing and sales signs to promote merchandise.
  • Assisted customers with product, promotion and policy information.
  • Maintained and organized store displays to enhance product visibility and expedite product location activities.

Member Relation Officer

HBF Insurance
Perth, WA
05.2014 - 09.2016
  • Resolved claims by approving or denying documentation, calculating benefits due and determining compensation settlement.
  • Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
  • Planned and conducted investigations of claims to confirm coverage and compensability.
  • Handled billing related activities focused on medical specialties.
  • Collected payments, processed receipts and informed policyholders of outstanding balances.
  • Assisted new policyholders with processing claims.
  • Prepared and reviewed insurance-claim forms and related documents for completeness.

Administrator Assistant

Orion Laboratories Pty Ltd
Perth, WA
07.2012 - 05.2014
  • Provided secretarial and office management support while building cooperative working relationships.
  • Responded effectively to sensitive inquiries or complaints.
  • Monitored logs and work records to track and manage reports, inventory and supplies.
  • Communicated with customers, employees and vendors to answer questions and address complaints.

Billing Officer

Synergy
Perth, WA
07.2008 - 03.2012
  • Processed and sent invoices, adjustments and credit memos to customers.
  • Worked with team members and leadership to identify and develop process improvements.
  • Re-Issuing Bills to Customers
  • Monitored past due accounts and pursued collections on outstanding invoices.
  • Answered customer invoice questions and resolved issues discovered during invoicing and collection process.

Customer Service Representative

Synergy
Perth, WA
07.2007 - 07.2008
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Set up and activated customer accounts.
  • Referred inquiries to supervisors where appropriate and kept customers updated throughout process.
  • Liaised between customers and various departments to resolve issues and satisfy inquiries and requests.

Reservation Sales Officer

Thrifty Car Rental
Perth, Wa
05.2006 - 05.2007
  • Exceeded targets consistently for performance, service quality and raw reservation numbers.
  • Assisted customers via phone by providing confirmations, answering questions and offering general information.
  • Relayed information on availability, pricing and discounts to customers.

Education

Higher Secondary -

Indian School
Kuwait

Bachelor of Business Administration -

Curtin University
Perth, WA

Skills

  • Adaptability and resilience
  • Documentation accuracy
  • Workflow management
  • Empathy and compassion
  • Critical thinking
  • Client relationship management

Timeline

Case Manager

link Group
09.2022 - 11.2024

Sales Support Administrator

Officeworks
03.2018 - 09.2022

Sales Consultant

Primark
01.2017 - 01.2018

Member Relation Officer

HBF Insurance
05.2014 - 09.2016

Administrator Assistant

Orion Laboratories Pty Ltd
07.2012 - 05.2014

Billing Officer

Synergy
07.2008 - 03.2012

Customer Service Representative

Synergy
07.2007 - 07.2008

Reservation Sales Officer

Thrifty Car Rental
05.2006 - 05.2007

Higher Secondary -

Indian School

Bachelor of Business Administration -

Curtin University

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Renita Coutinho