Susana Tulanga
Manor
Summary
Dedicated Customer Service Representative with experience in call center and insurance environments. Expert in managing inbound and outbound inquiries, resolving customer issues, and achieving performance targets. Recognized for strong communication and problem-solving skills in high-pressure situations.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Insurance Consultant
TSA
Melbourne
05.2024 - Current
- Lodging insurance claims for property and content damages
- Assessed insurance claims for accuracy and compliance with company policies.
- Reviewed claims for accuracy and compliance to uphold company standards and minimize errors
- Maintained accurate records of transactions to ensure compliance with insurance policies and facilitate audits
- Managing 80 open claims
- Managing a team of 12
- Resolved client issues through effective communication
- Processed new insurance applications and ensured proper documentation.
- Managed denials, late payments, extensions and other special circumstances by following up with relevant parties.
- Educated clients about changes in regulations affecting their policies.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Signed payment approvals accepted claims.
- Training on coming new recruits
- Supported team leads in streamlining daily operations to enhance workflow efficiency
Debt Collections Officer
RECOVERIESCORP
Melbourne
05.2023 - 05.2024
- Supported financial operations in banking environment.
- Collecting debts for a mortgage company (Resimac)
- Collecting arrears amounts
- Handled inbound and outbound customer calls.
- Setting up Direct debts + Arrangements
- Performed tasks in both remote and office settings.
- Managed workload of 35-40 accounts per shift.
- Negotiated payment plans and agreements with clients to facilitate debt recovery.
- Compiled reports on recovery progress for management to assess performance.
- Managed financial budgeting and fiscal resources to enhance operational efficiency.
- Set specific goals for projects to measure progress and evaluate end results.
Emergency Operator
TELSTRA
Windsor
05.2022 - 05.2023
- Answering 000 Calls from the community
- Managed emergency calls and prioritized dispatching to appropriate responders.
- Summarized key details and next steps at the conclusion of each call.
- Transitioned to new hybrid role after successfully completing tenure.
- Managed emergency calls and prioritized dispatch to responders.
- Maintained accurate records of all incoming calls, including time received, caller's name and address, type of incident reported, response units dispatched and other pertinent information.
- Used radio, telephone and computer system to update first responders with new information.
- Documented essential information and next steps after each call.
- Concluded employment after acceptance into a hybrid position.
Storesperson
UNIQLO
Truganina
03.2021 - 03.2022
- Worked in a -2-degree freezer to handle and store temperature-sensitive products.
- Drove gasoline- or electric-powered vehicles to transport materials between loading, processing and storage areas.
- Performed cleaning tasks in the warehouse to maintain a safe and organized work environment.
- Prepared finished stock for shipment by identifying, pulling and packing product.
- Concluded employment due to a reduction in available work hours.
- Scanning pallets + boxes
- Working with RF scanners + tugger
- Accurately measured and recorded product weight, dimensions or other production data for use in tag and label creation.
- Prepared finished stock for shipment by identifying, pulling, and packing products to ensure timely delivery.
- Organized shelves within the cold storage area according to product type, size, and quantity.
- Moved freight and stock between storage, production areas, and loading docks to maintain workflow efficiency.
- Organized shelves in cold storage by product type, size, and quantity to enhance inventory accessibility.
Customer Service Representative
KFC
Wyndham Vale
03.2018 - 03.2021
- Welcomed and thanked guests, enhancing customer experience and loyalty.
- Talked pleasantly with customers while taking orders and promoted positive image for business.
- Assembled and served meals based on guest preferences.
- Talked pleasantly with customers while taking orders and promoted positive image for the business.
- Upheld high standards of customer service during peak shifts, ensuring customer satisfaction in fast-paced environment.
Education
Completed Year 12 - VCAL
Manor lakes P12 College
Melbourne, VIC 01.2017 - 03.2021
Skills
- Claims negotiation
- Claims processing
- Insurance documentation
- Policy review
- Report preparation
- Data collection
- Customer service
- Customer satisfaction
- Conflict resolution
- Risk assessment
- Decision-making
- Problem solving
- Time management
- Team leadership
- Training and development
- Effective communication
- Risk assessment
Dates
- Storesperson, 03/01/21, 08/01/21
- Emergency Operator, 08/01/21, 05/01/23
- Debt Collections Officer, 05/01/23, 05/01/22
- Insurance Consultant, 05/01/22, Present
Key Qualifications
5, 4, 4
Timeline
Insurance Consultant
TSA
05.2024 - Current
Debt Collections Officer
RECOVERIESCORP
05.2023 - 05.2024
Emergency Operator
TELSTRA
05.2022 - 05.2023
Storesperson
UNIQLO
03.2021 - 03.2022
Customer Service Representative
KFC
03.2018 - 03.2021
Completed Year 12 - VCAL
Manor lakes P12 College
01.2017 - 03.2021