Ruby Socorro HUSSAIN
Berala
Summary
I am a franchisee in the restaurant industry, with an extensive background in people and process management. With over 25 years in customer service, I am passionate about creating efficient and healthy workplaces, and exceptional customer experiences.
I have many years of experience in insurance policies and claims with IAG Group and Comminsure which included settlement of claims, recoveries from at-fault parties, inbound and outbound calls. The experience gave me the skill set that you are looking for: negotiations, decision making, liability determinations and excellent customer service."
Overview
38
38
years of professional experience
Work History
FRANCHISEE
Oporto Holdings Pty Ltd
12.2017 - Current
- I am a franchisee in the restaurant industry, with an extensive background in people and process management
- With over 25 years in customer service, I am passionate about creating efficient and healthy workplaces, and exceptional customer experiences.
HOME AND CAR CLAIMS CONSULTANT
CommInsure
05.2012 - 10.2017
- Key responsibilities:
- Process end-to-end claims via Fineos
- Respond to claim enquiries via phone
- Determine liability in accident claims
- Understand and effectively communicate CommInsure's various home and car insurance policies
- Respond to customer complaints
- Process and settle total losses, repairs and cash settlement claims
- Key Achievements:
- Received consistent positive customer feedback
- Closed the oldest and most difficult claims with minimal supervision
Team Leader
INSURANCE AUSTRALIA GROUP
07.1986 - 05.2012
- Key responsibilities:
- Manage a team of claims consultants to achieve effective and efficient claims processing
- Provide coaching and mentoring to staff
- Facilitate monthly team meetings
- Assist in IAG's recruitment process
- Handle customer complaints and objections
- Manage team performance and targets
- Achievements:
- Won the NSW Team Leader of the Year in 2004, 2008 and 2009
- Won NSW Team of the Year in 2005
- Increased branch sales at the NRMA Auburn branch by 70 percent
Education
BACHELOR OF FOODS AND NUTRITION -
University of Santo Tomas, Philippines
DIPLOMA OF BUSINESS (FRONT LINE MANAGEMENT) -
University of New England
01.2007
Skills
- Staff development and training
- Mentoring and coaching
- GROW coaching method
- Performance management
Personal Information
Title: FRANCHISEE & CUSTOMER SERVICE SPECIALIST
Training
- LEADERSHIP PATHWAY, NRMA, 2011
- LEADERSHIP WORKSHOP, NRMA, 2010
Timeline
FRANCHISEE
Oporto Holdings Pty Ltd
12.2017 - Current
HOME AND CAR CLAIMS CONSULTANT
CommInsure
05.2012 - 10.2017
Team Leader
INSURANCE AUSTRALIA GROUP
07.1986 - 05.2012
BACHELOR OF FOODS AND NUTRITION -
University of Santo Tomas, Philippines
DIPLOMA OF BUSINESS (FRONT LINE MANAGEMENT) -
University of New England
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