Sulafa Ageeb
Eagleby,QLD
Summary
Customer Service Representative with 5+ years' experience across insurance, retail, call centres, and government services. Skilled in handling high-volume enquiries, resolving complex issues, and delivering outstanding client support. Recognised for strong communication, conflict resolution, and ability to build rapport quickly with diverse customers. Adept at balancing empathy with efficiency to meet KPIs while ensuring a positive customer experience.
Overview
6
6
years of professional experience
Work History
Claim Management Officer
RACQ
Eight Mile Plains, Australia
2024.11 - Current
- Manage end-to-end insurance claims, ensuring timely and fair outcomes.
- Communicate with members, trades, builders, and assessors to coordinate repairs and settlements.
- Investigate and resolve complex or disputed claims, escalating when required.
- Deliver high-quality service while meeting performance targets.
Disability Support Worker
General Care Services
Fairfield, Australia
2024.01 - 2024.10
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Supported clients in managing and reaching individual goals, promoting independent progression and social skills.
- Transported clients to appointments, shopping venues, and entertainment events based on scheduled needs.
- Built trusting relationships with clients and their families through empathetic communication and active listening.
Call Center Representative
Everyday Insurance
Sydney, Australia
2023.08 - 2024.02
- Handled 80+ daily calls, providing accurate product information and resolving enquiries.
- Consistently met KPIs for call quality and service standards.
- Maintained accurate customer files and generated service reports.
Customer Service Representative
Tabcorp
Granville, Australia
2022.03 - 2022.12
- Delivered front-line customer service and resolved enquiries in high-volume settings.
- Consistently exceeded satisfaction targets through active listening and problem-solving.
Customer Service Representative
EML
Sydney, Australia
2021.05 - 2021.12
- Supported injured workers through claims and rehabilitation processes.
- Managed sensitive information with confidentiality and accuracy.
Concierge Agent
Optus
Macquarie, Australia
2020.09 - 2021.03
- Handled 50+ daily customer enquiries with strong communication and resolution skills.
- Provided technical troubleshooting support and escalated issues where required.
Customer Service Agent
Service NSW
North Ryde, NSW
2020.02 - 2020.12
- Assisted customers with Centrelink, Medicare, and myGov services.
- Processed 65+ enquiries daily, resolving website and app issues.
Education
National Career Institute
Sydney, NSWSouthern Cross Baptist School
Burwood, NSWTrinity Catholic College
Auburn, NSWSkills
- Customer Relationship Management (CRM)
- Claims & Dispute Resolution
- Sales & Upselling Strategies
- High-Volume Call Handling
- Microsoft Office & Excel
- Reporting
- Conflict Resolution & Problem-Solving
- Stakeholder Communication
- Team Collaboration & Support
Accomplishments
- Consistently ranked in the top tier for customer satisfaction scores across multiple teams.
- Successfully managed 80+ daily calls while maintaining high accuracy and service quality.
- Improved claims processing times by identifying workflow gaps and recommending process improvements.
- Trained and supported new team members, improving onboarding efficiency and team performance.
Timeline
Claim Management Officer
RACQ
2024.11 - Current
Disability Support Worker
General Care Services
2024.01 - 2024.10
Call Center Representative
Everyday Insurance
2023.08 - 2024.02
Customer Service Representative
Tabcorp
2022.03 - 2022.12
Customer Service Representative
EML
2021.05 - 2021.12
Concierge Agent
Optus
2020.09 - 2021.03
Customer Service Agent
Service NSW
2020.02 - 2020.12
National Career Institute
Southern Cross Baptist School
Trinity Catholic College