KATHRINE JOHNSON
Rolleston
Summary
Dynamic professional with extensive expertise in claims management, dedicated to delivering impactful solutions for clients and customers. Proven ability to thrive in fast-paced environments while fostering teamwork and ensuring high levels of client satisfaction. Renowned for strong analytical skills and effective problem-solving capabilities, complemented by a comprehensive understanding of insurance policies and regulations. Committed to adaptability and excellence, with exceptional communication and negotiation skills that drive high-quality outcomes.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Motor Insurance Claims Consultant
IAG (Insurance Australia Group)
03.2020 - Current
- Manage end-to-end Motor Claims processes, including lodgement, assessment, and settlement, with a delegated authority of up to $70,000 .
- Handle Total Loss vehicle settlements efficiently and empathetically, ensuring timely payments to insured customers.
- Collaborate and maintain strong relationships with exclusive suppliers , approved repairers , motor assessors , rental vehicle partners , and investigators to achieve seamless claim resolution.
- Prepare and refer complex cases , including customer complaints, underwriting queries, and investigation referrals, in accordance with company policy.
- Develop and deliver Spotlight Presentations to the team, actively contributing to brainstorming sessions, process improvements, and collaborative discussions.
- Demonstrate high proficiency in multiple systems and tools, including Claims Center Cloud, CC8, ORM, ICR, Polonious, Orbit, PC10, Exigen , as well as Microsoft Office (Excel, Word, PowerPoint) , Adobe , and Microsoft Teams
Former Customer Service Representative
VXI Global Holdings B.V Philippines
11.2018 - 01.2019
- Received training and certification from VXI Global Holdings B.V to represent AT&T, explain technical functions of mobile devices, services and guide product selection by customers
- Worked with VXI Global Holdings B.V Philippines to resolve Customers problems improve operations and provide seamless customer satisfaction
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Former Senior Agent
iQor Philippines Davao
09.2015 - 08.2018
- Worked with iQor Philippines Davao to resolve Customer problems, improve operations and provide exceptional customer service
- Received training and certification from iQor Philippines Davao to represent Orchard brands/Haband/1-800flowers.com/Fingerhut, explain technical functions of retail products and guide product selection by customers
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Front Line Cashier
Greenwich Ilustre
12.2014 - 06.2015
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Counted cash in register drawer at beginning and end of shift
- Processed POS transactions, including cash and credit purchases
- Consistently met upsell goals by highlighting target merchandise with strategic promotional approaches
- Educated customers on promotions to enhance sales
- Used cash registers and POS systems to request and record customer orders and compute bills.
Education
Vocational 2yr - Hotel and Restaurant Services
Grand Achievers Training Institute
Davao Cit, Philippines03.2015
Skills
- Customer service experience in office and call centre settings
- Experience in multi-system coordination
- Strong written and verbal communication
- Customer-focused problem solving
- Dedication to exceeding expectations
- Professional call handling
- Facilitating inbound and outbound communication
- Provide exceptional customer support through phone and email
- Sales and service experience
- Proficient in technology
- Goal-oriented with a keen attention to detail
- Collaborative professional with a strong work ethic
Certification
- Certified Bilingual Customer Service Representative
- Front Office NC II
- September 2014 - September 2019
- Food and Beverage NC II
- November 2013 – November 2018
- Housekeeping NC II
- February 2014 – February 2019
Languages
English
Full Professional
Interests
In my spare time I like watching Netflix series (mostly Kdrama), I also enjoy going to the gym, I also remotely manage our Airbnb listing in the Philippines, I also like singing and listening to music, hanging out with friends, travelling, taking photos etc.
Timeline
Motor Insurance Claims Consultant
IAG (Insurance Australia Group)
03.2020 - Current
Former Customer Service Representative
VXI Global Holdings B.V Philippines
11.2018 - 01.2019
Former Senior Agent
iQor Philippines Davao
09.2015 - 08.2018
Front Line Cashier
Greenwich Ilustre
12.2014 - 06.2015
Vocational 2yr - Hotel and Restaurant Services
Grand Achievers Training Institute