THERESA TAFILI

• Improved claims processing efficiency by streamlining workflows and implementing best practices.
• Reduced claim resolution time with thorough investigations and effective negotiation techniques.
• Enhanced client satisfaction by providing timely updates on claim status and offering personalized support.
• Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
• Negotiated favourable settlements for clients, maintaining a high success rate in claim resolutions.
• Facilitated smooth communication between all parties involved in the claims process – from clients to adjusters – resulting in efficient resolutions without undue delays or setbacks.
• Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
• Followed up with customers on unresolved issues.
• Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
• Negotiated with other involved parties to arrange settlements for maximum results.
• Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.
• Determined proper course of action for claims processing.
• Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
• Reduced caseload backlog by prioritizing urgent cases and utilizing time management skills.
• Improved claim resolution times by implementing efficient case management strategies.
• Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters
• Ensure efficient in house accessibility at all times for our clients, brokers and distribution partners and internal colleagues from both head office and regions alike

• Liaising with brokers and the insured over any policy queries

• Resolve complaints in a manner that is consistent and appropriate with Company policy

• Manage the claim from start to finish
• Proactively communicate with customers regarding the progress of their claim
• Handle all customer queries in the first instance where possible
• Provide proactive customer service by being solutions focused
• Adhere to all company policies and processes and that all claims are handled in line with expected standards

• Provided primary customer support to internal and external customers
• Assisted call-in customers with questions and orders
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
• Resolved concerns with products or services to help with retention and drive sales
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Responded to customer calls and emails to answer questions about products and services
• Communicated with clients regarding account services, statements, and balances
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Recorded account information to open new customer accounts
• Answered customer telephone calls promptly to avoid on-hold wait times
• Responded to customer requests for products, services and company information
• Increased sales and customer satisfaction through personalized servicing
• Asked open-ended questions to determine needs and assisted customers in selecting appropriate motor policies
• Used consultative sales techniques to understand customer needs and recommend relevant products and services
• Worked to build relationships with customers and built potential for additional sales

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Effective liaison between customers and internal departments.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.

• Experience in delivering high quality customer experience within required timeframes
• Experience working to achieve customer sales and service targets
• Effective interpersonal and communication skills (written & verbal)
• Computer literacy and navigation skills
• Call incoming online customer enquiries with exceptional customer service
• Creating unique customer connections through building long lasting customer relationships
• Presenting, promoting and selling our policies to new customers
• Meeting and exceedingly daily, weekly, and monthly KPI’s and sales targets
• Responding to high volume of inbound enquiries and chasing up inquiries in a timely manner
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Provided primary customer support to internal and external customers.
• Completed data entry to record call notes, suggestions and questions.
• Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
• Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
• Followed up with customers on unresolved issues.
• Reviewed new files to determine current status of COVID19 claim and to develop plan of action.
• Conducted full claim investigations and reported updates and legal actions.
• Escalated files with significant indemnity exposure to supervisor for further investigation.
• Checked documentation for accuracy and validity on updated systems.
• Processed and recorded new policies and claims.
• Maintained confidentiality of patient finances, records and health statuses.
• Assisted call-in customers with questions about covid payment
• Maintained accurate and current customer account data with manual forms processing and digital information updates.

• Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
• Followed proper handling and sanitation procedures to comply with food safety standards and protocols.
• Maintained clean, trash-free workspaces to maximize productivity and safety.
• Chopped vegetables, cut up fruit and prepared sauces when kitchen staff was busy.
• Sanitized dining ware and kitchen equipment according to health code standards.
• Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
• Made food according to standard recipes with requested changes for customer satisfaction.
• Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures.
• Plated hot meals and salads in aesthetically pleasing arrangements.
• Compiled recipe ingredients and prepared for cooks by washing, cutting or measuring food items.
• Circulated kitchen area to receive work assignments and identify support tasks.
• Kept supplies in sufficient stock by assessing inventory levels and reporting lower stock items.
• Inspected equipment, refrigerators and warming lamps to check compliance with safe operating levels.
• Maintained composure and work quality while under stress.
• Sanitized pots, pans, utensils, kitchen appliances and equipment using company-approved cleaning supplies.
• Reduced kitchen accidents by maintaining high standards of cleanliness and organization.
• Adhered to procedures in preparing food items.
• Maintained effective supply levels by monitoring and reordering food stock and dry goods.