Sam Abdulrahim
Ivanhoe,VIC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Data Center Security Officer
Wilson Security Melbourne
04.2023 - Current
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Checked and verified photo identification prior to granting facility access.
- Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public.
- Placed necessary outgoing calls to verify alarms, dispatch proper authorities and notify proper parties.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Monitored CCTV cameras and alarm systems for security breaches.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Wrote detailed reports of all security breaches and investigations.
- Issued access cards to authorized personnel to monitor access points.
- Operated handheld metal detector and other surveillance devices to screen individuals entering facility.
- Conducted training sessions for new security personnel to facilitate compliance with security protocols.
- Examined doors, windows and gates to verify security.
- Investigated suspicious activities and persons to maintain security of premises.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Completed full building and grounds patrols to spot and investigate concerns.
- Responded quickly to incidents and assessed active situations for security concerns.
- Responded quickly to emergency situations to assess and deflect issues.
Property Claims Consultant
IAG (RACV)
05.2021 - 10.2022
- Lodge and proactively manage claims on behalf of IAG customers; liaising with internal and external providers and experts as required
- Provide world class customer experiences that create advocates for our business
- Identified priority claims, complex claims and claims from vulnerable customers
- Develop and maintain claims handling, system and policy wording knowledge, including any risk and compliance issues
- Actively participate as a constructive contributor with immediate team by sharing knowledge, skills and resources where needed and supporting as required in large major events
- Adhered to company and insurance client's guidelines in claims processes, estimate writing and claim closures.
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Coordinated emergency repair, cleaning companies and contractors to optimize customer claim handling.
- Reduced loss ratios through fair and prompt processing of claims.
- Helping our customers recover by delivering on the customer promise at claim time.
- Respond to high volumes of calls from our customers and suppliers.
- Manage a portfolio of claims in a professional and proactive manner.
- Liaise with customers, internal and external parties to coordinate claim resolution.
- Maintain concise records throughout resolution process.
Team Leader Manager
My Hair Care & Beauty
06.2013 - 05.2020
- I am responsible for the daily running of an online website from the front to back end of the business in a fast-paced environment
- Excellent people management skills to ensure all staff work together to achieve individual and business goals
- Analytical thinking and innovative problem solving to identify and implement process improvement opportunities
- High level negotiation skills in resolving customer service issues and complaints
- Establishing and maintaining professional relationships with sales representatives and customers
- Promoting and upholding company performance standards and ideology
- Monitoring all processes to ensure they run smoothly
- Maintaining a safe, clean and organised work environment.
- Delegated daily tasks to team members to optimize group productivity.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Allocated resources and organized processes within assigned area of responsibility to drive efficiency and productivity.
- Recommended and executed improvements for production and product quality.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Defined manufacturing performance standards and reviewed outcomes of performance goals to set future targets.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Collaborated with management team to implement new work procedures or policies.
- Worked closely with shipping, warehouse and other personnel to coordinate movements and keep workflows smooth.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
Recoveries & Settlements Consultant, Motor Claims
Suncorp (AAMI)
12.2010 - 05.2013
- I contributed to the efficient and effective functioning of the recoveries and settlements team and achieved organisational objectives by:
- Completing desktop style assessments of insured and third-party motor vehicles
- Compiling documents for the outsourcing files to recovery agencies and preparing files for solicitors when agreements could not be reached
- Conducting both claim and fair and reasonable settlements in accordance to the National process guidelines for recoveries, settlements and claims management
- Maintaining clear and concise communication with customers by demonstrating empathy and understanding towards all customers
- Managing the recovery and settlement process of the allocated queue workflow effectively
- Identifying and maximising recovery opportunities
- Achieving individual targets as prescribed by my Team Leader and surpassing them, for example by promoting client retention through high-quality service and superior customer service experience in every interaction with customers
- Making timely decisions in line with business requirements, values, purpose & team behaviours
Sales Consultant Representative
AAMI
12.2009 - 12.2010
- I prepared insurance documents to process sales and renewals and updated customer databases as required
- The role involved presenting the best insurance policy options to clients based on their needs and goals and achieving sale and renewal KPIs
- Upsold products to policyholders and potential new clients
- Researched and analysed beneficial insurance and investment options and made recommendations to clients
- Offered policy guidance and management to promote asset protection
- Analysed customer needs and provided best options, upselling products and services
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Contacted new and existing customers to outline benefits of products.
- Collected payments and provided accurate change.
Claims Processor
AMP Superannuation
02.2005 - 12.2006
- In this role I managed superannuation claims in accordance with ATO guidelines and responded to client and third-party enquiries, ensuring that the existing relationships were maintained, and a high level of service agreements was always met
- The tasks included resolving simple and complex enquiries from members or their representatives and undertaking administrative tasks related to a variety of general member queries
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns
- Engaged customers and provided high level of service by carefully explaining details about documents
Education
Certificate II in Security - Security
Kangan Tafe
Richmond Victoria 03.2021
Diploma of Leadership And Management -
Open College
Online 02.2016
Certificate 3 - Business Administration
Inner Eastern Group
Melbourne01.2001
Skills
- Empathy - Ability to relate to and adapt your approach to customers in a caring and professional way
- Effective communication skills: Active listening, verbal and written
- Confident computer skills; comfortable navigating multiple systems simultaneously
- Passionate about helping people and relationship building
- Exceptional attention to detail and accuracy
- MS Office
- claim centre experience
- Payment Processing
- Staff Management
- Team Training
- Settlement Determinations
- Team Leadership
Additional Information
- Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Languages
Arabic
Professional
Timeline
Data Center Security Officer
Wilson Security Melbourne
04.2023 - Current
Property Claims Consultant
IAG (RACV)
05.2021 - 10.2022
Team Leader Manager
My Hair Care & Beauty
06.2013 - 05.2020
Recoveries & Settlements Consultant, Motor Claims
Suncorp (AAMI)
12.2010 - 05.2013
Sales Consultant Representative
AAMI
12.2009 - 12.2010
Claims Processor
AMP Superannuation
02.2005 - 12.2006
Certificate II in Security - Security
Kangan Tafe
Diploma of Leadership And Management -
Open College
Certificate 3 - Business Administration
Inner Eastern Group
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