RUPAL GOYAL
Toongabbie,NSW
Summary
Adept at fostering client relationships and resolving complex inquiries, I enhanced customer satisfaction and loyalty at MUFG GROUP. Leveraging skills in Microsoft Excel and empathy, I consistently delivered solutions that supported business goals and customer needs, while driving operational improvements and maintaining high service standards.
Overview
5
5
years of professional experience
Work History
Case Manager - Australian Superannuation DCAT
MUFG Group
10.2025 - Current
- Coordinated case management activities, ensuring compliance with regulatory requirements and organisational needs.
- Facilitated communication between clients, service providers, and community resources to enhance support networks.
- Monitored client progress and adjusted care plans based on ongoing assessments and feedback.
- Analyzed incident reports to identify trends and develop process improvements for claims
- Implemented continuous improvement initiatives, refining incident management processes to drive efficiency gains.
- Evaluated program effectiveness through data analysis, identifying opportunities for process improvements and increased efficiency.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Coordinated incident response efforts to minimize downtime and maintain service continuity.
Case Manager - CBUS Super
MUFG Group
04.2025 - Current
- Managed high-volume payment processing tasks, consistently meeting deadlines without compromising accuracy or quality.
- Streamlined payment processing by implementing efficient systems and organizational strategies.
- Processed the insured remittance into the client's account before making the payment.
- Maintained strict compliance with regulatory guidelines and company policies during all phases of remittance processing.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
Case Manager Relationships - HESTA Super
MUFG Group
Parramatta, NSW
10.2024 - 03.2025
- Monitored outstanding balances, following up on overdue payments to minimize loss or delay in revenue collection.
- Utilized software tools for effective tracking, analysis, and reporting on key performance indicators within the payment processing function.
- Assisted in sharing valuable knowledge and best practices for efficient remittance processing.
- Contributed to the development of user-friendly online platforms for remittance transactions, resulting in a higher adoption rate among clients.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
CUSTOMER SERVICE OFFICER (INSURANCE CLAIMS)
MUFG GROUP
08.2024 - 10.2024
- Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
- Evaluated and settled complex insurance claims in strict timeframes.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Boosted company reputation by delivering exceptional customer service during claim investigations and settlements.
CUSTOMER SERVICE OFFICER
MUFG GROUP
05.2024 - 08.2024
- Interacting with clients (Australian Super Fund)
- Delivering an experience aligned to fund rules and regulations.
- Delivering outstanding member experience by providing excellent customer service
- Anticipate member needs and take ownership for investigating complex member inquiries
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
Customer Service Officer
The Log Cabin
10.2023 - 05.2024
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
NSW Police Academy
09.2022 - 10.2023
- Maintained up-to-date knowledge of product and service changes.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative & Executive Chef
Cafe 5911
02.2021 - 09.2022
- Maintained a safe and sanitary work environment, adhering to health department standards and regulations.
- Maximized profitability by effectively managing food costs through portion control and minimizing waste.
- Designed seasonal menus showcasing fresh local ingredients, supporting sustainable agriculture practices within the community.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Education
Hold Certificate III, IV And Diploma - Hospitality Administration And Management
Lead College
Parramatta, NSW12.2021
Skills
Teamwork and Collaboration
Organizational skills
Vulnerability assessment
Information security policies
Security information and event management
Data loss prevention
Threat analysis
Incident detection
Threat intelligence
Incident response
Data privacy
Root-cause analysis
Languages
English
Full Professional
Punjabi
Native or Bilingual
Hindi
Native or Bilingual
References
References available upon request
Timeline
Case Manager - Australian Superannuation DCAT
MUFG Group
10.2025 - Current
Case Manager - CBUS Super
MUFG Group
04.2025 - Current
Case Manager Relationships - HESTA Super
MUFG Group
10.2024 - 03.2025
CUSTOMER SERVICE OFFICER (INSURANCE CLAIMS)
MUFG GROUP
08.2024 - 10.2024
CUSTOMER SERVICE OFFICER
MUFG GROUP
05.2024 - 08.2024
Customer Service Officer
The Log Cabin
10.2023 - 05.2024
Customer Service Representative
NSW Police Academy
09.2022 - 10.2023
Customer Service Representative & Executive Chef
Cafe 5911
02.2021 - 09.2022
Hold Certificate III, IV And Diploma - Hospitality Administration And Management
Lead College