Yashashwi Panchal
Mount Duneed,VIC
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Friendly insurance professional experienced in investigating and processing insurance claims. Hardworking and communicative individual excels at interpreting policies and negotiating payment solutions. Recognized for providing optimum service to policyholders and quickly identifying fraudulent claims. Skilled at maintaining positive communications even in stressful situations.
Overview
10
10
years of professional experience
Work History
Claims Specialist
Suncorp
01.2022 - Current
- Be the first point of contact for customers who have experienced loss or damage to their homes.
- Progress claims as far as possible on the first call, making things seamless for our Customers.
- Triage claims at lodgment to ensure the customer is given the right support at the right time, creating exceptional claims experiences.
- Manage existing claims to provide support to customers within policy entitlements, organization of repairs & management throughout the claims life.
- Reinforce the Suncorp Group’s commitment to ‘Protecting what matters’.
- Liaise with repairers and trades to help progress the claims.
Customer Service Agent
Probe
10.2021 - 01.2022
- Assist customers with enquires across 3 brands – Liquorland, First Choice Liquor and Vintage Cellars.
- Answer customer requests or inquires concerning orders, deliveries, promotions, products, accounts information, website enquires.
- Always apply first call resolution techniques to resolve customer enquiries effectively and efficiently.
- Continually maintain working knowledge of all products, services and current promotions.
Assistant Store Manager
Pizza Hut
10.2019 - 02.2021
- Meet and greet customers on the phone and in person.
- Dealing with customer's concerns
- Processing payments - cash & EFPOST
- Handle the end of shift cash count
Sales Assistant
Cosmetic Fragrance Direct
10.2019 - 01.2020
- Greeted the customers and generated sales by providing outstanding customer service.
- Approached customers to show the new products.
- Handle the checkout process by helping customers to register for membership.
- Recovery check for the stocks as per the shift timing.
Service Desk Analyst Intern
Datacom
09.2018 - 12.2018
- Handled Approval Request of the user for the service request task roles assigned.
- Off-boarding process off the staff.
- Providing support for Microsoft Exchange 365
- Managing mailbox access in Microsoft Exchange, Distribution List and Network Access.
- Verifying with the on- boarding user regarding the roles assigned.
- Managing user account in Active Directory and security groups.
Customer Service Representative
Salmat
11.2017 - 06.2018
- Receive inbound calls & emails from customers who are shopping online to resolve their enquiries.
- Liaise with the stores and CSAs to assist in the delivery of orders to our customers.
- Receive inbound calls from stores and CSAs to assist with their enquiries.
- Outbound calls to co-ordinate the delivery of the items to the customers.
- Send email communications to stores following on from calls from customers.
- Escalate critical issues to the management team for resolution as required.
- Ensure calls & emails are handled in accordance with the campaign’s Quality Assurance guidelines.
Technical Support Help Desk
Salmat
10.2017 - 11.2017
- Provide high level of service to the client by responding to calls, emails and other channel o communication in a timely, accurate, professional and courteous manner.
- Resolve, manage and escalate technical helpdesk enquiries.
- Maintain accurate customer records.
- Attend team meetings and provide valuable feedback to assist with professional improvements.
- Consistently meet set KPI’s.
- Investigate and troubleshoot customers issues and escalating where necessary.
- Use online systems to access data and answer customer queries within pre-determined service time.
- Escalating more customer enquiries to relevant channels.
- Enter customer requests/queries online.
PHP Developer
TechnoPear
05.2014 - 06.2015
- Design and deploy development standards across the team using languages such as PHP, HTML, JavaScript, jQuery and CSS.
- Developing and Delivering new products as well as enhancement and amendment into existing system.
- Managing projects and working closely with both client and developers and designers.
- Responsible to deploy the changes directly to the server.
- Participated in number of workgroups examining change management, technology testing and quality assurance.
Education
Graduate Diploma - Management
National Institute of Education & Technology
Brisbane06.2021
Professional Year -
Perfromance Education
Melbourne02.2019
Master of Information Technology - Computer Network
La Trobe University
Melbourne06.2017
Bachelor of Technology - Computer Engineering
Charotar Institute of Education & Technology
India06.2013
Skills
- Settlement determinations
- Insurance Knowledge
- Insurance industry experience
- Documentation abilities
- Excellent Communication
- Networking skills
- Customer service skills
- Multitasking Ability
Timeline
Claims Specialist
Suncorp
01.2022 - Current
Customer Service Agent
Probe
10.2021 - 01.2022
Assistant Store Manager
Pizza Hut
10.2019 - 02.2021
Sales Assistant
Cosmetic Fragrance Direct
10.2019 - 01.2020
Service Desk Analyst Intern
Datacom
09.2018 - 12.2018
Customer Service Representative
Salmat
11.2017 - 06.2018
Technical Support Help Desk
Salmat
10.2017 - 11.2017
PHP Developer
TechnoPear
05.2014 - 06.2015
Graduate Diploma - Management
National Institute of Education & Technology
Professional Year -
Perfromance Education
Master of Information Technology - Computer Network
La Trobe University
Bachelor of Technology - Computer Engineering
Charotar Institute of Education & Technology
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