Shirleeann Martin
Summary
Results-driven professional with extensive experience in the insurance industry, committed to fostering team success through collaboration and hard work. Proven ability to build rapport and inspire trust among peers, leading to the achievement of both organizational and individual goals. Completed accredited Mental Health First Aid training, enhancing workplace support and promoting a healthy work environment. Focused on adding value to business operations and aligning with company vision and objectives.
Overview
8
8
years of professional experience
Work History
Home Catastrophe Manager
Auto & General Insurance
02.2025 - Current
- Actively execute and oversee the business catastrophe plan in collaboration with executive stakeholders within the business value change
- Ensured strict adherence to internal guidelines and legal regulations during claim handling.
- Fostered collaboration with executive stakeholders through effective relationship-building on key decisions.
- Deployed regional catastrophe response teams, adapting strategies for diverse environments across multiple states.
- Provide onsite support to customers impacted by extreme weather events at ICA recovery centres.
- Attend ICA Town Hall and consultation sessions
- Monitored industry trends and managed upcoming weather events through regular ICA meeting participation.
Repair Relationship Consultant
Auto & General Insurance
04.2024 - 02.2025
- Cultivated strong partnerships with external stakeholders to enhance performance initiatives.
- Monitored key performance indicators and developed processes to support partner growth, delivering results directly to the building panel executive team
- Delivered impactful presentations to stakeholders, articulating project objectives and outcomes clearly.
- Managed client relationships through regular updates and progress check-ins using analytical tools.
Property Assessor - Desktop
Allianz
08.2022 - 04.2024
- Evaluated and settled complex insurance claims within strict timeframes.
- Managed large caseloads by prioritizing tasks for prompt attention to urgent matters.
- Examined claims forms and associated records to determine insurance coverage accurately.
- Applied industry expertise to maintain cost control, reducing assessment costs and claim leakage.
- Maintained meticulous attention to detail while managing workload and meeting deadlines.
- Successful complaint management with a first call resolution approach.
Large Loss Team Leader - Home Claims
Auto & General Insurance
03.2020 - 07.2022
- Mentor and support employees while managing consultant portfolios for large and total loss home insurance claims.
- Set performance expectations, monitored progress, and provided constructive feedback to enhance outcomes.
- Delegated responsibilities based on individual strengths, empowering team members to excel.
- Identify knowledge gaps at an individual level and create training opportunities to close the gap.
- Complaint resolution capability following business practices and compliance standards to ensure satisfaction.
- Prepared documentation for CFO and directors regarding significant insurance claims for approval.
- Motivated employees to achieve objectives aligned with company mission and values.
- Maintained excellent attendance record, consistently arriving ready for work.
Building Repair Coordinator
Auto & General Insurance
11.2018 - 02.2020
- Acquired new skills, enhancing efficiency and productivity in daily tasks.
- Established strong relationships with external suppliers, including repair and restoration teams.
- Coordinated with external suppliers to drive timely and efficient repair processes.
- Collaborated with claims department to align repair processes with customer requirements.
- Implemented tracking system to monitor repair progress and facilitate communication.
- Identified issues, analyzed data, and proposed effective solutions.
- Participated in projects aimed at identifying and implementing business improvement opportunities.
Specialist Home Claims Consultant
Auto & General Insurance
01.2017 - 11.2018
- Championed insurance claims by leveraging expertise to support customers throughout claims process.
- Implemented critical thinking to analyze problems, assess solutions, and make informed decisions.
- Actively listened to customers, addressing concerns with minimal escalation required.
- Processed high volumes of workflow efficiently within fast-paced environment, demonstrating proven success.
- Enhanced customer satisfaction rates through proactive problem-solving and effective complaint resolution.
- Adhered to all company policies and procedures to ensure quality standards are met.
Education
High School Diploma -
Whanganui Girls College
12.1996
Skills
- Resilient team player
- Attention to detail
- Coaching and development
- Effective communication
- Complex problem-solving
- Active listening
- Emotional intelligence
- Multitasking
- Critical thinking
- Task delegation
References
Jarryd Formosa
Head of Frontline Claims
Auto & General Pty Ltd
Mobile: 0430 643 111
Email: jarryd.formosa@autogeneral.com.au
Stephen King
National Commercial Manager
Auto & General Pty Ltd
Mobile: 0449 966 164
Email: stephen.king@autogeneral.com.au
Laura-Lee Shanahan
Team Manager
Allianz
Mobile: 0478 922 972
Email: lauralee.shanahan@allianz.com.au
Timeline
Home Catastrophe Manager
Auto & General Insurance
02.2025 - Current
Repair Relationship Consultant
Auto & General Insurance
04.2024 - 02.2025
Property Assessor - Desktop
Allianz
08.2022 - 04.2024
Large Loss Team Leader - Home Claims
Auto & General Insurance
03.2020 - 07.2022
Building Repair Coordinator
Auto & General Insurance
11.2018 - 02.2020
Specialist Home Claims Consultant
Auto & General Insurance
01.2017 - 11.2018
High School Diploma -
Whanganui Girls College
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