Svetlana Hofman
Barnsley
Summary
Experienced Case Manger with solid history of managing complex caseloads and providing comprehensive support to diverse client populations. Proven ability to assess client needs and develop tailored action plans that drive positive outcomes. Demonstrated strong communication and problem-solving skills in high-pressure environments.
Overview
39
39
years of professional experience
Work History
Case Manager Workers Compensation High Complexity
QBE Insurance
06.2021 - Current
- Managing front end and medical only claims
- Meeting very strict compliance requirements
- Review and approve medical treatment
- Liaise with Medical Practitioners, Allied health providers and external stakeholders
- Deliver adverse decisions with empathy
- Strong computer skills component with Claim Centre program
- Working independently and as part of a team
Customer Care Consultant Sales and Service
Nib Health Funds
03.2015 - 01.2021
- Overcoming objections
- Consistently exceeding KPI’s
- Liaising with key stakeholders and other business units
- Implementing ways to improve processes
- Review calls and provide feedback and coaching for QA purposes
- Providing accurate information to members
- Making informed decisions
- Completing call evaluations accurately and in a timely manner
Store Manager
Pumpkin Patch
09.2013 - 03.2015
- Ensuring staff are providing the highest level of customer service
- Achieving company budgets and sales targets
- Recruitment of staff and annual performance reviews
- Rostering and monitoring of wage to sales percentages
- Provide ongoing training to all staff to help them achieve their KPI’s
- Liaising with centre management with marketing and promotional activity
- Creating in store displays and merchandising stock
- Provide assistance and training to other stores with visual merchandising and store openings
Duty Manager / Visual Merchandiser
Pumpkin Patch
11.2002 - 09.2013
- Ensuring staff are providing the highest level of customer service
- Achieving company budgets and sales targets
- Recruitment of staff and annual performance reviews
- Rostering and monitoring of wage to sales percentages
- Provide ongoing training to all staff to help them achieve their KPI’s
- Liaising with centre management with marketing and promotional activity
- Creating in store displays and merchandising stock
- Provide assistance and training to other stores with visual merchandising and store openings
Sales Assistant (part time)
Just Jeans Group
01.1998 - 11.2002
- Customer service and product knowledge
- Stock deliveries
- Efficient handling of cash
Store Manager/Newcastle area Visual Merchandiser
Rockmans
01.1994 - 01.1998
- Building a strong client base in a newly opened store
- Achieving sales budgets
- Recruitment and training of staff
- Stock takes
- Rostering of staff
Department manager/Duty manager/Check out operator
Woolworths Supermarkets
01.1986 - 01.1994
- Customer service
- Cash handling
- Ordering of stock
- Stock loss and prevention
Skills
- Exceptional customer service focus
- Organization and multitasking
- Active listening
- Dealing with customer complaints
- Problem-solving
- Attention to detail
Timeline
Case Manager Workers Compensation High Complexity
QBE Insurance
06.2021 - Current
Customer Care Consultant Sales and Service
Nib Health Funds
03.2015 - 01.2021
Store Manager
Pumpkin Patch
09.2013 - 03.2015
Duty Manager / Visual Merchandiser
Pumpkin Patch
11.2002 - 09.2013
Sales Assistant (part time)
Just Jeans Group
01.1998 - 11.2002
Store Manager/Newcastle area Visual Merchandiser
Rockmans
01.1994 - 01.1998
Department manager/Duty manager/Check out operator
Woolworths Supermarkets
01.1986 - 01.1994