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
Melbourne, VIC
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
Melbourne, VIC
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
Melbourne, VIC
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