Samara Hasan
Surry Hills, Sydney,NSW
Summary
Versatile professional with experience in insurance case management, data tools (Power BI, Excel), and cross-functional collaboration to enhance customer outcomes. Strong analytical mindset with a growing focus on CRM, tech systems, and process improvement, adaptable to dynamic business environments.
Overview
6
6
years of professional experience
Work History
Case Manager
EML Group
Sydney, NSW
06.2023 - Current
- Managed and coordinated end-to-end customer journeys for insurance claims, ensuring timely communication and a seamless experience mirroring CRM lifecycle engagement.
- Liaised with internal departments and external stakeholders to align on case strategies, echoing cross-functional collaboration across marketing, tech, and operations.
- Used data platforms (e.g. EMICS, Power BI, Excel) to track case progress, identify trends, and report key performance metrics to inform team decisions.
Customer Support Specialist
Bhai Bhai Pty Ltd (Car Rental)
Sydney, NSW (WFH)
10.2022 - 04.2023
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Managed all customer queries end to end ranging from trip issues to complex repair cases.
- Maintained 80% success rate on first-call resolutions, and managing escalations with the advice of manager
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions. (i.e repairers, roadside assistance and insurers)
Food and Beverage Attendant
Zero Mode
Box Hill, VIC
06.2022 - 02.2023
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Maintained order efficiency and accuracy through clear communication with kitchen staff.
Bartender
The Hawthorn Hotel
Melbourne, VIC
06.2021 - 09.2022
- Provided attentive service and proactively assessed guest needs.
- Organized bar inventory and storage procedures to keep stock within optimal level and meet expected customer needs
Graphic Designer, Co-founder
Workload
Hawthorn, VIC
07.2020 - 12.2021
- Designed print materials such as business cards and leaflets.
- Finalized projects with touches such as adjusting images sizes and selecting fonts.
- Contributed innovative design ideas in early planning stages with customers and project managers.
- Used skill in Illustrator and Photoshop to create logos, website illustrations, album cover.
- Created corporate brands by designing cohesive looks such as logos.
Marketing Media Intern
CP Hilai Harbour
Bangkok, Thailand
10.2019 - 11.2019
- Assisted with daily administrative duties.
- Helped with planning and hosting of marketing events.
- Collaborated with team members to help expand marketing channels.
- Designed and presented social media campaign ideas.
- Contributed to social media content.
- Maintained excellent attendance record, consistently arriving to work on time.
Waitress
Silvios Pizza
Richmond, VIC
03.2021 - 04.2022
- Displayed enthusiasm and promoted excellent service to customers.
- Helped with food preparation while enforcing FA training.
Education
Bachelor's of ICT - Business Systems
Swinburne University Of Technology
VIC11.2022
International Baccalaureate -
St. Andrews International School
Bangkok, Thailand05.2019
Skills
- Project Coordination
- Zendesk CRM
- Illustration
- Visual design
- Logo design
- Customer Service
- Illustration, Photoshop, Ms Excel, WordPress, Ms Power BI, Ms Access software expertise
- SQL, Tableau, CSS, Html
- Ms Office 365
Timeline
Case Manager
EML Group
06.2023 - Current
Customer Support Specialist
Bhai Bhai Pty Ltd (Car Rental)
10.2022 - 04.2023
Food and Beverage Attendant
Zero Mode
06.2022 - 02.2023
Bartender
The Hawthorn Hotel
06.2021 - 09.2022
Waitress
Silvios Pizza
03.2021 - 04.2022
Graphic Designer, Co-founder
Workload
07.2020 - 12.2021
Marketing Media Intern
CP Hilai Harbour
10.2019 - 11.2019
Bachelor's of ICT - Business Systems
Swinburne University Of Technology
International Baccalaureate -
St. Andrews International School