Vy Phan
Melbourne,Victoria
Summary
I am a Product Specialist with over four years of experience in Home Claims. I have worked on the front line to completing internal audits, which has given me strong technical knowledge and expertise in all Home Claims processes and current core systems. More recently, I have contributed to the release of new knowledge articles for all of Home Claim processes. Our team has consolidated 669 legacy articles to 440 new optimised articles, improving readability and accessibility for our staff. I have a strong work ethic and am dedicated enhancing customer experience.
Overview
7
7
years of professional experience
Work History
Product Specialist
Suncorp Group
07.2024 - Current
- Support the Product Owner - Knowledge Optimization to ensure delivery of accurate, honest, fair, and efficient Knowledge processes.
- Work with stakeholders to ensure knowledge content is fit for purpose and information is structured appropriately in new templates.
- Use strong written communication skills to improve readability and accessibility of knowledge processes.
- Identify pain points, non-compliance, and opportunities to enhance customer experience in line with the Home Claims objectives.
- Understand and drive appropriate knowledge management and project governance.
- Work to strict deadlines to deliver required information.
Blueprint Process SME
Suncorp Group
01.2024 - 06.2024
- Support the Leads with the Blueprint project to achieve the Blueprint objectives.
- Review of Home Claim processes in Knowledge to ensure they are efficient, honest, and fair.
- Identify non-compliant processes and work with Risk and the project to remediate.
- Identify pain points, non-compliance, and opportunities to enhance customer experience in line with the Home Claims objectives.
- Provide expertise on a business process or area to ensure that new processes will function and align with all areas of the business.
- Review process and procedural documentation; update/create content as required.
Quality Specialist
Suncorp Group
01.2023 - 01.2024
- Conduct high-quality audits in adherence to the Quality Review Guide (Detect).
- Respond to audit queries and provide high-level responses to the business.
- Identify potential risks and provide the necessary feedback.
- Stay up-to-date with regular updates and new processes within the business.
Technical Support Officer
Suncorp Group
07.2021 - 01.2023
- Resolution of all escalated complaints while adhering to corporate and legislative compliance requirements.
- Provide assistance to Claim Managers on technical matters, including escalations, delegations of authority, systems queries, decline letters, business procedures, and policy/claim coverage questions.
- Collaborate with leaders to prioritize improvement opportunities for individuals and departments.
- Identify potentially fraudulent activity or risks and report them through the appropriate channels.
Claims Manager
Suncorp Group
05.2019 - 07.2021
- Handle incoming and outgoing calls from customers, suppliers, and external parties.
- Case managing a portfolio of claims post lodgement to finalisation with accountability for delivering exceptional customer service and managing claim cost
- Using product disclosure statements to determine claims acceptance
- Recording accurate claims information into claims management systems
Inbound Customer Service Consultant
Aegis Services Australia
01.2018 - 01.2019
- Display a strong understanding of the products and services the bank offers to the market and provide customers with accurate information.
- Assist customers with any general enquiries and actively improve their experience by directing them to the correct call queues to improve call flow and reduce wait times.
- Handle complaints and resolve issues to provide a positive customer experience.
- Ensure all data entry is accurately processed into our systems while always adhering to security and compliance procedures.
Education
Bachelor of Business - International Business
RMIT University
Melbourne12.2015
Skills
- High level of attention to detail
- Ability to work autonomously and collaboratively
- Adaptability and resilience
- Excellent time management skills and ability to meet deadlines
References
References available upon request.
Timeline
Product Specialist
Suncorp Group
07.2024 - Current
Blueprint Process SME
Suncorp Group
01.2024 - 06.2024
Quality Specialist
Suncorp Group
01.2023 - 01.2024
Technical Support Officer
Suncorp Group
07.2021 - 01.2023
Claims Manager
Suncorp Group
05.2019 - 07.2021
Inbound Customer Service Consultant
Aegis Services Australia
01.2018 - 01.2019
Bachelor of Business - International Business
RMIT University
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