Ovia Ma
Summary
I am a highly motivated professional with over 6 years of experience in domestic insurance. Specializes in professional claims management, leading teams, and driving results. Skills include claims assessment, dispute resolution, policy analysis, and maintaining relationships. Known for effective collaboration, adaptability, and strategic decision-making. Proven ability to enhance operational efficiency and ensure compliance with industry standards. Strong attention to detail and expertise in workload management, team collaboration, prioritization, working under pressure, and conflict resolution in a professional and respectful manner. Confident in ability to contribute to the success of a highly motivated team environment. Seeking a new challenge in the commercial insurance sector to leverage attributes and drive impactful results.
Overview
9
9
years of professional experience
Work History
Senior Claims Manager
Initio Insurance
05.2022 - Current
- Built and nurtured strong relationships with underwriters, insurers, customers, contractors and loss adjustors.
- Kept regular communication with all parties involved in a repair project to ensure the project runs smoothly, and can be delivered on a high standard within desired timeframe.
- Consistently met and exceeded key performance indicators in areas of customer satisfaction, cost containment, and claims resolution timeframes.
- Oversaw compliance efforts to ensure adherence to regulations and industry best practices in all aspects of claims management.
- Championed continuous improvement initiatives that streamlined processes and enhanced overall department efficiency.
- Facilitated collaboration between departments for more efficient resolution of interrelated claims issues.
- Analyzed complex loss scenarios to determine appropriate coverage limits.
- Mentored junior staff members on effective claims management and negotiation techniques, fostering professional growth within the team.
- Enhanced customer satisfaction by resolving complex claims issues and providing timely claim updates.
- Managed high caseloads while maintaining excellent attention to detail throughout each claim's lifecycle from initial reporting to final settlement.
Recoveries & Settlements Representative
AA Insurance Hamilton office
05.2021 - 05.2022
- Specialized in making informed, unprejudiced liability decisions. Communicated with all parties, including customers, third parties, witnesses, law enforcement.
- Maintained strong time and workload management skills.
- Maintained strong verbal and written communication skills.
- Developed and maintained strong problem solving, negotiation and conflict management skills.
- Developed and maintained ability to manage complex claims with an analytical mind.
- Developed and maintained confidence with policy and legislation interpretation.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
Claims Assist Representative
AA Insurance Hamilton office
06.2019 - 05.2021
- Focused on delivering tailored, high quality, low cost service for customers by directing them to the company's preferred suppliers.
- Ensured data accuracy.
- Ensured all communication are attended to in a timely manner to deliver a seamless customer experience.
- Developed skills to think outside the box and find resolutions that benefit both the organization and customers.
- Ensured customers are informed of claims life cycle and policy limitations.
Sales & Service Representative
AA Insurance Hamilton office
06.2018 - 06.2019
- Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
- Built rapport with clients, resulting in a high rate of repeat business and positive feedback from satisfied customers.
- Achieved sales targets consistently by utilizing persuasive communication skills and product expertise.
- Mentored junior team members, sharing best practices in sales techniques to elevate overall team performance.
- Developed skills in workload management, time management and prioritization.
Barista and Sales Assistant
Urge Cafe
05.2017 - 04.2018
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanour and promptly addressing their needs.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Responsible for stock management & intern training.
- Assisted manager with achieving daily/weekly sales target.
Part time Sales Assistant
Axle Park
06.2016 - 10.2016
- Dependable and reliable, able to perform duties under minimum supervision.
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Processed transactions accurately while maintaining a high level of customer service.
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers with prompt and polite support in-person and via telephone.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Managed inventory to ensure optimal stock levels, minimizing overstock and out-of-stock situations.
Education
Bachelor of Applied Management - Applied Management Major
Waikato Institute of Technology
01.2017
Skills
- Interpersonal skills
- Communication skills
- Complex claims management skills
- Team collaboration skills
- Time management skills
- Staff training and development skills
- Conflict resolution and negotiation skills
- Relationship management skills
Timeline
Senior Claims Manager
Initio Insurance
05.2022 - Current
Recoveries & Settlements Representative
AA Insurance Hamilton office
05.2021 - 05.2022
Claims Assist Representative
AA Insurance Hamilton office
06.2019 - 05.2021
Sales & Service Representative
AA Insurance Hamilton office
06.2018 - 06.2019
Barista and Sales Assistant
Urge Cafe
05.2017 - 04.2018
Part time Sales Assistant
Axle Park
06.2016 - 10.2016
Bachelor of Applied Management - Applied Management Major
Waikato Institute of Technology
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