Sofia Amjad
Melbourne
Summary
Dynamic Claims Team Leader at Bupa Health Insurance with a proven track record in enhancing claims processing efficiency and fostering teamwork. Skilled in strategic decision-making and quality assurance, I excel in analyzing trends to mitigate risks and improve outcomes, while maintaining professionalism and regulatory compliance.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Claims Team Leader
Bupa Health Insurance
07.2023 - Current
- Communicated with staff, leaders and peers to coordinate successful collaboration with other departments.
- Conducted regular audits of claim files to ensure quality control measures were being adhered to consistently across the team.
- Enhanced claims processing efficiency by streamlining workflows and implementing best practices.
- Reviewed and analyzed claim trends, providing recommendations for risk mitigation strategies.
- Submitted timely and accurate assessments of team performance to leadership with identification of areas of opportunity and outlined steps required to improve outcomes.
- Established a positive work environment through effective communication and teamwork.
- Maintained regulatory compliance in team file outcomes.
- Developed strong relationships with external partners, facilitating seamless coordination on complex claims issues.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
Customer Service Supervisor
Independance Australia
06.2021 - 07.2023
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Customer Service Representative
Joeman Australia Pty Ltd
08.2019 - 06.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Master of Technology - Software Engineering
Federation University Australia
VIC05-2019
Bachelor of Technology - Computer Science
Jawaharlal Nehru Technological University
Hyderabad, India05-2015
Skills
- Claims management expertise
- Strategic Decision-making
- Policy interpretation
- Insurance industry acumen
- Quality assurance
- Teamwork and collaboration
- Customer service
- Insurance policy knowledge
- Problem-solving abilities
- Claims investigation
- Critical thinking
- Professionalism
Certification
Professional Scrum Master I
Languages
Urdu
Native or Bilingual
Hindi
Native or Bilingual
English
Full Professional
Timeline
Claims Team Leader
Bupa Health Insurance
07.2023 - Current
Customer Service Supervisor
Independance Australia
06.2021 - 07.2023
Customer Service Representative
Joeman Australia Pty Ltd
08.2019 - 06.2021
Master of Technology - Software Engineering
Federation University Australia
Bachelor of Technology - Computer Science
Jawaharlal Nehru Technological University
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