Demi Malliaros Email & Phone Number

Sydney, Nsw, Au

• Handling ACT injury claims.• Contacting the injured party, their solicitors and our own insured driver within a timely manner.• Gathering evidence to review and determine liability on every claim.• Dealing with Investigations firms and treatment providers.• Receiving and handling court documents as well as dealing and advising our own solicitors on course of action for settling claims.• Participating in Informal Settlement Conferences and Compulsory Conferences with plaintiff law firms, negotiating on settlement amounts and plaintiff costs.• Handle customer complaints, listen, empathise and acknowledge their situation and try to resolve the matter.• Traveling to Canberra for mediations as a representative of NRMA.• Assisting with the running of bulk conferences, keeping up with every matter that is being handled at the time of the conference.• Use of systems and processes such as HUON, BONUS, SCV, Workbench, CISCO.• Exceeding personal and team targets (KPI’s).

Manila, Philippines

This project focussed on global partnering. Skills acquired include: technical writing, facilitation, training, support, testing, voice coaching, production and implementation of QA parameters

• Lodge claims, including interstate (ACT and QLD), Worker’s compensation, Compensation to Relatives and Nominal Defendant claims• Taking inbound calls and making outbound calls and assisting customers with their CTP claims enquiries• Making outbound calls to solicitors where necessary• Handle customer complaints, listen, empathise and acknowledge their situation and try to resolve the matter• Process cheque recoveries• Coaching and mentoring new team members during their training period• ACT and NSW police report requests, updates and follow ups• Handle PIC requests in a timely manner• Use of systems and processes such as HUON, BONUS, SCV, Workbench, CISCO• Exceeding personal and team targets (KPI’s)• Screening of claims files in a timely manner

• Facilitate team meetings and coordinate action items ensuring all changes have been communicated• Taking inbound calls and making outbound calls and assisting customers with their insurance enquiries• Handle customer complaints, listen, empathise and acknowledge their situation and try to resolve the matter, escalating to a manager when necessary• Managing calls escalated to me during my time as Acting Team Manager• Coaching and mentoring new team members during their transition period• Assisting team managers with new teams during their transition period• Use of systems and processes such as HUON, BONUS, SCV, Workbench, CISCO• Exceeding personal and team targets (KPI’s)• Supporting all teams towards positive increases in KPI’s

Bachelor Of International Studies, Languages

Bachelor Of Arts - Ba, European History

Global Leadership Program