Yen Bui
Brisbane
Summary
I am a Customer and Technical Advisor with a strong understanding of business objectives and a proven ability to build meaningful relationships. I excel at mentoring, motivating, and supporting team members to enhance their performance and reach their full potential. Passionate about driving team success, I am eager to take the next step in my career and transition into a leadership role where I can contribute to business growth and strategic goals.
Overview
15
15
years of professional experience
Work History
Customer & Technical Advisor
Suncorp
12.2023 - Current
- Provide technical sign offs for estimate, quantum and liability
- Initiated "10 with Yen" to redirect claims strategy on older claims, fast track the process where possible, reduce claims durations and lower claims costs
- Contribution to approved team scripting to ensure compliance and clear communications
- Undertake live call listening and provide individual feedback to ensure the team are meeting relevant call metrics
- Participation in Department workshops for better work flow and efficiency for best in class claims management (automation and GenAI)
- Engagement in forums to understand recent trends
- Leading team turbos on particular focus areas of improvement to provide outstanding customer service and increase direct customer retention
- Highlights: developing an estimates training pack to be rolled out to the wider CTP Department for consistency
Senior CTP Claims Advisor
Suncorp
06.2022 - 12.2023
- Onboarding of new team members on claims management software, procedure and processes
- Mentored existing team members to drive consistency and uplift capability
- Contributed to the team's 90 day planning to deliver the best customer experience and retention, leading to an increase in the positive NPS comments
- Managed a portfolio of complex claims (nervous shock, dependency and high value claims due to serious injuries)
- Highlights: I had the pleasure to present to the Suncorp Executive Leadership team on the direct customer strategy
CTP Claims Officer
RACQ
01.2019 - 06.2022
- Manage CTP claims comprising of direct and legally represented from inception to finalisation
- Reviewing compliance, investigating liability, providing reasonable and appropriate rehabilitation within timeframes, negotiating settlement informally and at Compulsory Conference
- Communicate in a clear and concise manner in person, orally over the telephone and in written format
- Navigate and apply relevant legislation including: Motor Accident Insurance Act 1994, Motor Accident Insurance Regulation 2018, Motor Accident Insurance and Other Legislation Amendment Act 2019, Civil Liability Act 2003 and Civil Liability Regulation 2014
- Undertake relevant case law research when preparing quantums to support basis of allowances
- Devised a workflow template for efficiency and data integrity purposes
- Highlights: Managed a direct claimant claim in a timely matter. Upon finalisation of settlement, the direct claimant advised that they had changed all of their insurance policies over to RACQ as a direct result of the positive experience
Costs Lawyer
DGT Costs Lawyers
01.2014 - 01.2018
- Advise and represent clients of State, National and Global law firms including Government bodies to maximise on costs recoverable within agreed timeframes on a wide range of practice areas on a State and Federal basis
- Draw bills of costs across New South Wales, Queensland and Federal jurisdictions as well as completing short form assessments
- Proactively manage portfolio of client files
- Highlights: Took the initiative to prepare a practice and procedure matrix regarding costs recovery that covered numerous practice areas across NSW, QLD and Federal jurisdictions. This matrix assisted with the onboarding new staff members
Graduate Lawyer
Hunt Migration
01.2013 - 01.2014
Legal Assistant
Mitchell's Solicitors and Business Advisors
01.2012 - 01.2013
Legal Assistant
Chamber of Commerce and Industries Queensland (Legal Division)
01.2010 - 01.2011
Education
Diploma of Legal Practice -
The College of Law
Brisbane, QLD01.2013
Bachelor of Laws -
Queensland University of Technology
Brisbane, QLD01.2012
Skills
- Coaching and mentoring to uplift individual and team capability
- Experienced in managing a variety of claims ranging from simple to complex
- Ability to navigate relevant legislation and case law to ensure compliance and informed decision-making
- Strong stakeholder engagement and relationship management for early intervention with a strong focus in return to work strategies
- Customer centric approach for ensuring high quality experience and direct customer retention
- Builds on change and process improvement (developing scripting, undertaking live call listening and 90 day planning)
- Strong analytical and critical thinking skills to make informed decisions that balance customer needs and business objectives
- Effective communication and negotiation skills to engage, influence and negotiate with diverse stakeholders
Timeline
Customer & Technical Advisor
Suncorp
12.2023 - Current
Senior CTP Claims Advisor
Suncorp
06.2022 - 12.2023
CTP Claims Officer
RACQ
01.2019 - 06.2022
Costs Lawyer
DGT Costs Lawyers
01.2014 - 01.2018
Graduate Lawyer
Hunt Migration
01.2013 - 01.2014
Legal Assistant
Mitchell's Solicitors and Business Advisors
01.2012 - 01.2013
Legal Assistant
Chamber of Commerce and Industries Queensland (Legal Division)
01.2010 - 01.2011
Diploma of Legal Practice -
The College of Law
Bachelor of Laws -
Queensland University of Technology
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