Saydeh Khalaf
Sydney,NSW
Overview
12
12
years of professional experience
Work History
Case Manager
EML Workers Insurance
Sydney
03.2021 - Current
- Independently manage a portfolio of claims
- Deliver the desired customer experience to all stakeholders and manage the end-to-end outcomes
- Ensure that timely intervention occurs to improve recovery and return to work outcomes
- Adhere with legislation and compliance guidelines
- Consistently met or exceeded KPI's
- Provide accurate information that is consistent and easy to understand
- Make decisions regarding the recovery and return to work process
- Apply critical reasoning and thinking within a decision-making framework in regard to approving recommendations and funding for reasonably necessary treatment, care, and support
- Determine eligibility and accept/dispute liability
- Provide workers compensation advice to stakeholders including the injured workers, employers, and providers
- Collaborate with internal specialists, health professionals, and other key stakeholders to coordinate the most effective options to meet treatment, care, and support needs across all claims
- Undertake ongoing entitlement reviews in relation to weekly payments and medical expenses
- Ensure that all open claims are reviewed regularly to ensure that each claimant has a tailored plan of action to assist with recovery and return to work
Credit Executive
Lion
Sydney Olympic Park
10.2018 - 02.2021
- Collections – Proactive calls within trading terms and aged debt
- Inbound calls/outbound calls
- Payment allocations and account reconciliations
- Reporting of accounts
- Debt escalation process – Investigating aged debt, rebates, pricing claims, and stakeholder meetings
- Daily credit holds and order releases – Within agreed timeframe and deadlines
- Stop Supply – Review of accounts which have not met payment expectations
- Closing/re-opening of accounts
- Daily maintenance of inboxes
- Statements/invoicing - Reports, copies, and reprints
- Maintenance and review of accounts, credit limits, contact details, name changes, ledger changes, notes and attachments, change of ownership, distributors
Customer Advisor
National Australian Bank
Darlinghurst
12.2014 - 07.2018
- Assisting customers by completing account transactions
- Providing account services to customers by receiving deposits and loan payments, cashing checks, withdrawals, recording night and mail deposits
- Answering questions in person or on telephone
- Recording transactions on banking system
- Cross-selling bank products by answering inquiries, informing customers of new services and product promotions, ascertaining customers’ needs
- Completing special requests by closing accounts, taking orders for checks, exchanging foreign currencies, completing safe-deposit box procedures, providing statements of accounts
- Reconciling cash drawer by proving cash transactions, counting and packaging currency
- Complying with bank operations and security procedures by participating in all dual-control functions, maintaining customer traffic surveys, auditing other tellers’ currency, and assisting in certification of proof
- Maintaining customer confidence and protecting bank operations by keeping information confidential
Part-time shop assistant
SK Menswear
Blacktown and Rouse Hill
01.2012 - 01.2015
Casual employee
Hoyts Blacktown
01.2011
Part-time Administrator
Westmead Osteopathic Clinic
01.2011
Skills
- Customer orientated and empathetic
- Ability to build rapport and strong relationships with customers
- Ability to communicate both verbally and written in a transparent manner
- Experience in training and mentoring new staff
- Strong time management and prioritisation
- Customer Centric and effective communication skills, with ability to resolve simple and complex queries
- Business acumen and learning agility
- Attention to detail and problem solving
- Analytical and reconciliation of accounts
- Negotiating and influencing with effective business partnering
- Ability to work autonomously and collaboratively in a team
Career Aspiration
Looking to further expand my knowledge and experience within the Workers Compensation industry where I can contribute to helping others, whilst also having the opportunity for growth and further development.
Systems and Applications
- Strong computer navigation skills
- Salesforce phone system
- Guidewire claim centre
- System experience in SAP
- MS Office suite
Education and Qualifications
- First Aid and CPR
- Working with Children Check
- NSW Driver's Licence
- Diploma in Finance and Mortgage Broking (2017)
- Certificate 4 in Finance and Mortgage Broking (2017)
- Diploma of Business at Martin College, Darlinghurst (2013)
- High School Certificate, Nagle College, Blacktown (2012)
References
References available upon request.
Timeline
Case Manager
EML Workers Insurance
03.2021 - Current
Credit Executive
Lion
10.2018 - 02.2021
Customer Advisor
National Australian Bank
12.2014 - 07.2018
Part-time shop assistant
SK Menswear
01.2012 - 01.2015
Casual employee
Hoyts Blacktown
01.2011
Part-time Administrator
Westmead Osteopathic Clinic
01.2011
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