TJ Tanuvasa
Penrith,NSW
Summary
Results-driven professional with 5+ years of experience in insurance claims, customer service, and warehouse operations. Managed travel claims in the insurance industry for nearly 3 years, demonstrating expertise in assessing, negotiating, and settling claims according to policy guidelines. Skilled in clear, empathetic communication and adept at resolving customer inquiries and complaints while maintaining compliance and accuracy. Recently gained experience in a high-volume logistics environment at Coles, enhancing adaptability, attention to detail, and commitment to team success. Promotes collaboration, accountability, and a supportive work ethic to foster a positive team culture. Eager to re-enter the insurance sector with a fresh perspective and continued passion for delivering exceptional service in a dynamic, customer-focused setting.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Team Member
Coles Customer Fulfilment Centre
09.2024 - Current
- Fulfil online orders by accurately picking and packing groceries across all temperature zones.
- Load delivery vans and manage the return and cleaning of empty totes.
- Perform decanting to prepare stock for the hive system.
- Ensure safety and cleanliness standards are met.
- Promote team collaboration and operational efficiency.
Claims-Complaints Officer
Tokio Marine Management Australasia
03.2023 - 12.2023
- Resolved Level 1 & 2 complaints up to $10,000 with an 85% resolution rate.
- Communicated complex claim decisions and policy disputes to customers.
- Trained new claims assessors on company policies and procedures, ensuring consistent service quality across the team.
- Managed high volumes of customer complaints, ensuring timely and effective resolutions for improved customer retention.
- Improved overall customer experience by actively listening to concerns and empathizing with complainants while seeking mutually beneficial solutions.
Claims Consultant
Tokio Marine Management Australasia
08.2022 - 03.2023
- Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters.
- Negotiated favorable settlements for clients, maintaining a high success rate in claim resolutions.
- Continuously updated personal knowledge of industry trends and developments, ensuring the provision of accurate and relevant advice to clients.
- Enhanced client satisfaction by providing timely updates on claim status and offering personalized support.
- Liaised with medical professionals and other specialists during claim investigations to obtain necessary information for accurate evaluations.
Sales & Service Consultant
Tokio Marine Management Australasia
03.2022 - 08.2022
- Responded to customer requests for products, services, and company information.
- Guided customers through policy selection and claims registration.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Consultant
Resolution Life
04.2020 - 03.2022
- Provided advice on superannuation policies and managed updates and withdrawals.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Collaborated with internal teams to stay aligned with industry changes.
- Resolved inquiries to ensure customer satisfaction and compliance.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
Claims Consultant
1 Cover Travel Insurance
06.2019 - 03.2020
- Assisted clients in navigating insurance policies and understanding their benefits, promoting informed decision making.
- Maintained strong relationships with clients, fostering trust and loyalty through excellent communication skills.
- Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
- Provided expert advice on coverage limits and exclusions, helping clients make well-informed decisions about their insurance needs.
- Managed caseload effectively, prioritizing tasks to ensure prompt attention to urgent matters.
Skills
- Claims analysis
- Policy interpretation
- Claims investigation
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Data entry
- Multitasking Abilities
- Excellent communication
- Team collaboration
- Team leadership
Certification
Tier 2 RG146 - ANZIIF (2021)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Member
Coles Customer Fulfilment Centre
09.2024 - Current
Claims-Complaints Officer
Tokio Marine Management Australasia
03.2023 - 12.2023
Claims Consultant
Tokio Marine Management Australasia
08.2022 - 03.2023
Sales & Service Consultant
Tokio Marine Management Australasia
03.2022 - 08.2022
Customer Service Consultant
Resolution Life
04.2020 - 03.2022
Claims Consultant
1 Cover Travel Insurance
06.2019 - 03.2020
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