Summary
Overview
Work History
Skills
Volunteer Roles
References
Timeline
Volunteer
Tina Nogas

Tina Nogas

Fraser Rise,Vic

Summary

To utilise my skills that I have been able to accomplish over my working career and mentor guide and help those who work beside me or who are a customer. Work provides a purpose and I want to make a difference. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.

Overview

18
18
years of professional experience

Work History

Team Leader Emergency Assistance

nib Health Insurance
  • Training, coaching case managers, Call coaching leap module, Case coaching, Reconciliation, Processing of Repatriation of Remains case load with nib Palm, Networking with providers internally and externally, Oncall 24/7 rotation roster, Monitor Tableau reports, Conduct handover and High-Cost Meetings, Mentoring new assistance team

Case Manager for Emergency Assistance

nib Health Insurance
09.2022 - Current
  • Front line call taker, Setting up cases for travellers, Providing Policy advice to travellers and emergency assistance, Arranging GOP for hospital admission, Air Evacuations and Repatriations

Team Leader to Service Coordinators for Home Care Package Clients

Bolton Clarke Home Care Packages
05.2020 - 09.2022
  • 7 Direct Reports, Preparing EOM, reconciliation, Training of new staff in Service Coordination role, Handling Customer Complaints, Procurement (obtaining providers in Allied Health & Building Trade) and set up to be preferred providers, Liaising with internal and external providers to obtain the care for clients, Encouraging a team that has been predominantly WFH to re-join the office environment, Implementing techniques to improve productivity in the working environment

Manager to Emergency Assistance Glen Waverley

nib Health Insurance
05.2019 - 05.2020
  • 19 Direct Reports, Preparing Monthly Business reports, Preparing Billing reports, Liaising with Workforce Management and providing data, Networking with stakeholders and corporate claims handlers, Migration of #oneassist, 2 Emergency Assistance divisions migrating and aligning

Case Manager, Team Leader, Service Manager, Secondment Manager to Emergency Assistance

QBE Insurance
11.2005 - 05.2020
  • Achievements work successfully as a case manager on a rotating roster whilst training staff that were new to the business unit over the 10-year period, First major catastrophe was assisting insureds that were injured in the Egypt Bus crash, Proposed a position to work with another case manager where we split the work so that, we were able to keep consistency with the casework and customer interaction, developing great professional relationships with customers that had long standing illnesses, Liaising with corporate claims handlers making sure that we were meeting expectations with SLA and BCP, First Case Manager promoted to Team Leader role, post the resignation of Manager and another Team Leader, Worked with the staff to provide an open minded, empowered work environment, Setting protocols and procedures in place so that the staff were able to follow easy understandable processes, Handle complaint situations from customers, where I was able to identify on how certain handling of cases and where we needed to improve on our case management, Introducing a template for when sending out airline tickets to customers, this provided details, of transport, and links on what to do when at the airport, Identifying and introducing the NPS for the first time in a Emergency situation, where staff were begrudging of the protocol however once they started to see the results this then provided a great outcome for the team when we were reaching an NPS score > than 50, 3 years of team leader I was promoted to Service Manager, this involved Oncall work for which we were part of the team that took on all 3 banks for credit card insurance, ANZ, NAB, Westpac, Catastrophe's that occurred around the world, Bali Ash Cloud saga, the terrorist attached that occurred in London, Implemented IVR changes to assist with the phone calls in the queue to listen to a whisper so that it helped them understand what the policy covered
  • Which also brought the calls in the queue waiting periods down, Averaging >90% SLA for phones, Averaging >95% SLA for urgent emails within 2 hours, Averaging >90% SLA for non-urgent emails with 12 hrs, Then the journey of the transition from QBE to nib, Assisting with gathering of stats and putting measures in place for when we had to migrate over to a different phone system, along with different email address
  • Making sure all staff had access to systems so that the day we transition we could all work on the QBE and nib systems, Seconded to Manager of department post the departure of Manager and other Service Manager of department, Training of staff on procedures and processes that work best for the business and our stakeholders

Skills

  • Leadership
  • Team leader
  • Organised
  • Data Entry
  • Google Drive
  • Dependable and Responsible
  • Relationship Building
  • Active Listening
  • PPE use
  • Attention to Detail
  • Customer Relations
  • Public Speaking
  • Cultural Awareness
  • Microsoft Word
  • Clerical Support
  • Project Planning
  • Remote Office Availability
  • Social Perceptiveness
  • Organizational Skills
  • Analytical and Critical Thinking
  • Excellent Communication
  • Organization and Time Management

Volunteer Roles

  • Feeding homeless
  • Assisting with local cricket team and soccer team

References

  • Paul Licciardi,- 0438 992 578
  • Carolyn Joseski - 0411 101 451
  • Nar- ree Bushell - 0423 081 210

Timeline

Case Manager for Emergency Assistance

nib Health Insurance
09.2022 - Current

Team Leader to Service Coordinators for Home Care Package Clients

Bolton Clarke Home Care Packages
05.2020 - 09.2022

Manager to Emergency Assistance Glen Waverley

nib Health Insurance
05.2019 - 05.2020

Case Manager, Team Leader, Service Manager, Secondment Manager to Emergency Assistance

QBE Insurance
11.2005 - 05.2020

Team Leader Emergency Assistance

nib Health Insurance

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Tina Nogas