Deepak Prasad Email & Phone Number

Gosford, Nsw, Au

Gosford, New South Wales, Australia

- Provide early, timely and personal customer focused and empathetic service to injured workers and employers.- Proactively and effectively manage all aspects of a case load of workers compensation claims within the legislation and compliance guidelines.- Deliver the desired customer experience to all stakeholders and manage end to end outcomes for a portfolio of cases.-Provide accurate and complete information that is consistent and easy to understand (including options about any claims, entitlements, obligations and responsibilities.- Conduct claims reviews, case conferences or face to face meeting with clients as required.- Collaborate with injury management specialists and other subject matter experts to collect information and ensure workers receive expert advice and support.- Record and maintain accurate records.

Australia

- Assisting customers with car lease applications and claim assessments - Explaining the legal requirements for submitting claims under a novated lease - Guiding customers through the Maxxia app to submit claims and online queries- Approving or declining the claim and providing next steps - Provide troubleshooting assistance and reporting bugs to the tech team - Maintaining client records - Updating a CRM, along with working towards individual and team KPIs

Gosford, New South Wales, Australia

- Manage customer debt via Time To Pay, Voluntary enforcing fines and linking payment plans to Centerpay- Assessed each customer case to determine how to efficiently manage their fines; ensuring that customers do not fall into hardship- Using discretion informed by Service NSW best practice, to waive overdue fees, submit disputes and caution fines- Managing licence suspensions, ensuring customer meets minimum requirements or falls under an exemption to have suspensions lifted without a financial commitment such as: submitting a nomination, requesting a review, electing to go to court and annulment applications- Guiding a customer step-by-step through the website to submit an online driver nomination. - Explaining the legislative requirements as well as potential consequences of false nominations- Work towards first call resolution, providing customers with all the information needed to follow the necessary procedures for their disputes that require annulment applications or a request for review- Data collection and maintaining customer records- UAT testing new software features or bug fixes before release- Reporting bugs or website issues to our tech team- Updating a CRM, along with working towards individual and team KPIs- Quick to understand technical concepts- Implementing new or existing business rules and policy - Flexibility towards adapting to evolving systems and processesLeadership - Representing NSW government interests, alongside local governments and councils to retrieve money owed for outstanding fines and tax debt - Assisting team members to keep timely email answer rates, and helping to maintain positive CRM and CSAT - Maintaining on-going staff training and mentoring the team them with challenging cases, including weekly check-ins- Managing staff shift rosters and timesheets, along with notifying accounts payable of any shift changes - Dealt with and resolved escalated customer calls and emails from fellow team members

Gosford, New South Wales, Australia

- Providing accurate and clear information on insurance products - Guiding customers through online services and explaining any upcoming legislative changes which have an impact on policies- Interpret complex policies, product information and procedures to determine suitable actions and responses- Support best practice initiatives, investigating processes and seeking feedback to continually improve practices and procedure- Reinforcing the benefits of being insured with Qantas Insurance while applying relevant knowledge, - legislation, regulations, procedure to assist with retaining members- Promoting Qantas Frequent Flyer points and explaining the value of earning these points with their health insurance to help with retaining members- Ensuring every interaction is reported accurately- Assist customers with technical enquiries relating to the Qantas Wellbeing App- Identifying and transferring all relevant data in regards to Private Health Insurance (PHI) from incorrect accounts to correct accounts - Dealt with and resolved escalated customer calls and emails from fellow team members- Attend ongoing training and development to keep up-to-date with the latest legislative changes and best practice- Analysis of detailed customers cases to determine high quality responses to complaints- Complete regular weekly reporting on complaints and distribute to the relevant departments within agreed timeframes- Receive and record complaints on internal systems, maintaining database as well as member account information

North Sydney, New South Wales, Australia

- Manage the Investigation & responses to customer enquiries to ensure they are responded to in a professional and timely manner in accordance with the SLAs- Monitored Digital Post Australia Social Media channels- Working with service agents to ensure KPIs were met- Assisted agents with personal and professional development- Manage and oversee workflow for the team, allocating tasks and requests as required- Build and maintain good working relationships with colleagues and external parties to achieve desirable outcomes- Complete regular reporting as requiredProject Management- Implemented ZD as the main CRM for the support team, including writing and maintaining email macros for agents, developing and updating the knowledge base for internal and external stakeholders- Assisted in establishing and developing a contact centre for Digital Post Australia- Developed a behavioural based service model

Parramatta, New South Wales, Australia

- Sold Life Insurance and General Insurance to customers- Recruitment and interviewing new staff- Monitoring agent / customer calls, provide training and ongoing coaching to staff - Developed and implemented a Sales and Customer Service scriptingProject Management- Collaborated in a team to establish and develop a contact centre for the OnePath / ANZ Direct Insurance business - Developed and implemented a behavioural based Sales and Customer Service Model- Assisted in developing and implementing Sales and Customer Service Quality program- Assisted in developing and implementing a Sales and Customer Service incentive program