Sara Fezzuoglio
Sydney,NSW
Summary
Proven leader with extensive experience in workers compensation, adept in coaching and upskilling teams for peak performance and promotion. Excelled in stakeholder management and strategic planning, and significantly enhancing operational efficiency. Skilled in customer service and complaint resolution, fostering a culture of continuous improvement, inclusion and collaboration. Achieved notable success in project management and team motivation, driving results and exceeding goals by building rapport and trust with all internal and external stakeholders.
Overview
11
11
years of professional experience
Work History
Team Leader
EML, Employers Mutual
11.2022 - Current
- Establish open and professional relationships with stakeholders and team members to achieve quick resolutions for various issues.
- Communicate KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Assist in promotion and subsequent recruitment to build teams of top performers.
- Manage day-to-day operation to facilitate smooth flow of operations.
- Manage several successful group, segment and company projects.
- Upskill and mentor new and existing Team Leader to improve results and foster relationships.
- Facilitate a positive and welcoming group culture,
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Analyse team, group and segment data to provide reporting on identified key points, forecasting and plan development for improvement.
- Devise and report to senior management for group strategy in education and upskilling for case managers to bring the best outcomes to all stakeholders.
Case Management Specialist
EML, Employers Mutual
09.2020 - 11.2022
- Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavours to successful completion.
- Provided safety planning, crisis intervention and case management to clients.
- Created well-written, effective care plans appropriately matching needs of clients following standards and guidelines of funders, contractors and governmental regulations.
- Made appropriate referrals, monitored client services in appropriate time frames, sought supervisory guidance as required, documented services provided and completed departmental billing procedures.
- Created templates for decisions, training plans and information packages for new-starters and mentored them into top performing case managers.
Case Management Manager
Boral
01.2018 - 09.2020
- Coordinated case management through safe and timely return to work with the company.
- Facilitated meetings between all stakeholders and medical providers to engineer and implement injury management plans
- Cover responsibilities and duties of the Injury Management Specialist and Technical Specialist to ensure full claim care.
- Maintained daily roster, weekly benefit payments, invoicing and appointments to direct appropriate case progress.
- Developed relationships to promote mutual understanding with all stakeholder in the abilities of the workers compensation scheme.
Project Management and Sales
Boral
01.2017 - 01.2019
- Developed and initiated projects, managed costs, and monitored performance.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Met project deadlines without sacrificing build quality or workplace safety.
- Achieved project deadlines by coordinating with contractors to manage performance.
Project Management and Internal Sales
Prysmian Group
01.2014 - 01.2017
- Developed working relationships with stakeholders to ensure full understanding of project aim until completion of project.
- Handled inbound prospect calls to provide product information, answer questions and resolve purchase hesitations.
- Delivered sales presentations and demonstrations to prospective new accounts and existing accounts.
- Assisted with the design and sales of new cable construction on the westconnex and build of new tunnels.
- Managed day-to-day training and sales with internal and external team through a high level of customer service to increase profit.
Education
Certificate IV of Project Management -
TAFE Sydney
Sydney, NSW07.2016
Bachelor of Medical Science -
University of Technology, Syndey
Sydney, NSW09.2009
Skills
- Customer Service and Complaint resolution
- Team and Group Work Planning and Management
- Coaching, Upskilling and Mentoring Case Managers and Team Leaders
- Documentation and Reporting on all KRA and Statistics
- Team motivation, culture and check-ins
- Goal Setting and Daily workflow improvement
- People Management and SMART Goals
- Overseeing Daily Activities
- Performance Improvement and Group support
- Technical and Medical Management Support
- Analytical Thinking and Attention to Detail
Timeline
Team Leader
EML, Employers Mutual
11.2022 - Current
Case Management Specialist
EML, Employers Mutual
09.2020 - 11.2022
Case Management Manager
Boral
01.2018 - 09.2020
Project Management and Sales
Boral
01.2017 - 01.2019
Project Management and Internal Sales
Prysmian Group
01.2014 - 01.2017
Certificate IV of Project Management -
TAFE Sydney
Bachelor of Medical Science -
University of Technology, Syndey
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