Summary
Overview
Work History
Education
Skills
References
Licenses
Timeline
Generic

Theresa Kershaw

West End, Brisbane,Australia

Summary

Compassionate professional in social and community service management, known for high productivity and efficiency in task completion. Possess specialized skills in program development, stakeholder engagement, and resource allocation. Excel in communication, empathy, and leadership, ensuring successful project outcomes and positive community impact.

Overview

17
17
years of professional experience

Work History

Case Manager

Toll Transitions
03.2025 - Current
  • Relocations of Australian defense members and families.
  • Data entry
  • Customer service via phone, email, and SMS to members.
  • Maintaining a high standard of record keeping.
  • Calculation of allowances.
  • Organising removals, travel, and accommodation.
  • Documenting case notes.
  • Meeting KPIs
  • Maintaining and keeping up to date with defense contracts, guidelines, and policies.
  • Manual calculations of allowance benefits.

Claims Tracker (Disability Employment Services Contract)

MAX Solutions
11.2022 - 02.2025
  • Prepping documentary evidence templates and emails per month
  • Assisting shareholders with guidance on employment outcomes and tracking of claims
  • Data entry
  • Managing a daily influx of claim queries
  • Practicing and teaching compliance frameworks
  • Creating strategies for best outcomes
  • Maintaining and keeping up to date with government contract guidelines
  • Reviewing documentary evidence making sure they adhere to government guidelines.
  • Working with internal software’s, outlook, excel
  • Undertaking risk-based management of outcomes
  • Holding retention meetings
  • Submitting eligible outcomes to a separate team for review and lodgement.
  • Forecasting financial revenue

Claims Officer (Disability Employment Services/Jobactive/Workfroce Contracts)

MAX Solutions
10.2016 - 11.2022
  • Reviewing and processing DES and Jobactive contract outcomes
  • Maintaining and keeping up to date with government contract guidelines
  • Answering inbound queries from our national sites
  • Practicing and teaching compliance frameworks
  • Creating strategies for best outcomes
  • Meeting a daily target
  • Assisting members with compliance knowledge and training
  • Maintaining documentary evidence
  • Reviewing documentary evidence making sure they adhere to government guidelines.
  • Completing internal audits to ensure compliance has been achieved.
  • Managing a daily influx of claims
  • Working with internal software’s, outlook, excel

Various roles within Employment Services

01.2012 - 01.2016
  • Reception
  • Reverse marketer
  • Employment consultant

Various Call Centre roles

01.2008 - 01.2012
  • Inbound/outbound

Education

Cert IV Employment Services
01-2013

Diploma Sport & Exercise Science

Huddersfield New College
England
01-2004

Skills

  • Case management
  • Data entry
  • Record keeping
  • Document management
  • Compliance frameworks
  • Customer service
  • Internal auditing
  • Document review

References

  • Rebecca Leeuwendal, Max Solutions, Regional Manager - Claims M: 0437 410 937
  • Sharon Willis, Max Solutions, - Senior Outcomes Tracker, M: 0449 552 227

Licenses

  • QLD Driver License
  • Reliable Vehicle
  • Blue Card

Timeline

Case Manager

Toll Transitions
03.2025 - Current

Claims Tracker (Disability Employment Services Contract)

MAX Solutions
11.2022 - 02.2025

Claims Officer (Disability Employment Services/Jobactive/Workfroce Contracts)

MAX Solutions
10.2016 - 11.2022

Various roles within Employment Services

01.2012 - 01.2016

Various Call Centre roles

01.2008 - 01.2012

Cert IV Employment Services

Diploma Sport & Exercise Science

Huddersfield New College

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Theresa Kershaw