Michael Roberts Email & Phone Number

Brisbane, Queensland, Australia

• On-site Client Support: Deliver technical expertise directly to clients, ensuring their needs are met and satisfaction is high.• Technical Expertise & Problem-Solving: Prioritise critical tasks, troubleshoot issues, maintain network infrastructure, and ensure client data security.• Software & System Management: Support client-specific software, manage documentation, perform software installations/upgrades, and administer the Office 365 E5 suite.• IT Service Desk Management: Manage day-to-day service desk operations, utilising tools to triage and escalate tickets effectively.• Client Relationship Building: Build strong relationships with clients, fostering open communication and trust.• Automation & Client Management Tools: Utilise client management and automation tools to streamline communication, track issues, and automate workflows.• Mobile Device Management: Troubleshoot and resolve issues related to iOS devices.

Fortitude Valley

* Delivered comprehensive IT consulting and cybersecurity services, safeguarding sensitive data and ensuring operational stability.* Led a seamless migration to Microsoft 365, minimizing disruptions and maximizing productivity for staff and volunteers.* Secured Azure sponsorship funding, enabling access to advanced cloud technologies for cost-effective mission-critical initiatives.* Developed custom web portals, streamlining volunteer recruitment, onboarding, and management, saving time and empowering staff.* Collaborated with the CEO to implement innovative technology-driven business models, fostering revenue growth and long-term sustainability.Key Achievements* Successfully implemented IT solutions to optimize efficiency and productivity across various departments.* Demonstrated strong adaptability by mastering new technologies, enhancing effectiveness in addressing organizational challenges.

Brisbane, Queensland, Australia

During my tenure as a Major Claims and Insurance Specialist at Covermore, I took on the responsibility of managing complex claims from their inception to resolution. Leveraging my exceptional problem-solving skills and keen attention to detail, I ensured that each claim was handled meticulously and efficiently. Whether it involved assessing damages, negotiating settlements, or coordinating with external parties, I approached each case with dedication and professionalism, striving to achieve the best possible outcomes for our clients. Moreover, I prioritised providing empathetic and personalised customer service to our clients throughout the claims process. By actively listening to their concerns and needs, I ensured that they felt supported and valued, fostering trust and loyalty even during challenging situations.In addition to my direct interactions with clients, I played a crucial role in facilitating the resolution of claims by collaborating closely with key stakeholders such as clients, adjusters and legal professionals. Through effective communication and collaboration, I helped to streamline the claims process and ensure timely and successful outcomes. By fostering positive relationships and facilitating open dialogue, I contributed to the overall efficiency and effectiveness of the claims resolution process, ultimately enhancing customer satisfaction and retention.

Brisbane, Australia

As a Claims Audit Officer at Covermore, I directed efforts to enhance operational efficiency and accuracy by directing process improvements. By automating claims processes, I not only streamlined workflows but also significantly reduced errors, leading to smoother operations and improved customer satisfaction. Moreover, I developed comprehensive audit charters and procedures to ensure strict adherence to regulatory standards and internal policies. This meticulous approach helped to maintain compliance while also providing a clear framework for conducting thorough and effective audits, ensuring that all claims were processed accurately and ethically.In addition to my role in process optimisation and compliance, I played a pivotal role in fostering a culture of continuous improvement and accountability within the claims department. I provided training and feedback to team members, empowering them to take ownership of their work and strive for excellence. By promoting open communication and sharing best practices, I helped to cultivate a collaborative environment where everyone was committed to delivering high-quality results. This emphasis on continuous learning and development not only improved individual performance but also contributed to the overall success of the department.

- Managed Home Insurance claims for RACQ Insurance, assuming full responsibility for the end-to-end claims process.- Coordinated and facilitated the engagement of Loss Adjusters to assess and evaluate claims accurately.- Arranged for specialised reports to support the claims assessment and ensure comprehensive evaluations.- Oversaw the organisation of Emergency Make-Safe Repairs, promptly addressing critical situations and ensuring the safety and security of the insured property.- Provided detailed and informative reports to clients, keeping them informed about the progress and status of their claims.- Demonstrated exceptional project management skills, effectively coordinating various stakeholders and ensuring seamless claim handling.- Maintained a proactive approach to claim management, prioritising efficiency and customer satisfaction throughout the entire process.- Acted as a reliable point of contact for clients, addressing their concerns and providing regular updates on the claims process.- Employed strong communication and negotiation skills to liaise with external vendors, ensuring timely and accurate service delivery.- Upheld the highest standards of professionalism and integrity while managing Home Insurance claims, consistently striving to exceed client expectations.

Brisbane, Australia

Starting my professional career as a Product Specialist at Allianz, I took charge of developing and managing insurance products meticulously tailored to meet the unique needs of our diverse customer base. My primary focus was on ensuring that these products complied with stringent regulatory standards and requirements, guaranteeing the utmost protection and peace of mind for our clients. This involved conducting thorough research and analysis to identify market trends and customer preferences, enabling me to craft offerings that were both competitive and compliant.Additionally, I assumed a leadership role in the development and management of contract and policy wordings, overseeing processes to ensure clarity, accuracy and alignment with our organisational objectives. By implementing best practices and fostering clear communication channels, I ensured that our policies were not only legally sound but also easy for both customers and internal stakeholders to understand. This attention to detail and commitment to transparency played a crucial role in enhancing trust and loyalty among our clientele.

Complaints handling and liaison with the Internal Resolution Department. Team supervision, training and leadership assistance. Letter proofing, reporting and daily work allocation. Claims and technical enquiries assistance.

Brisbane, Australia

Travel Insurance claims specialist’ in ‘Rapid Payments Claims’, ‘Complex High Cost Claims’, ‘Medical Claims’ and ‘Third-Party Recoveries’ team.

Brisbane, Australia

Database administration. Client communication and relationship maintenance. Data loading. Card Distribution. Refund requests.

Brisbane, Australia

Claims assessment and processing. Customer assistance.

Cert Iv Cyber Security, Computer And Information Systems Security/Information Assurance, Completed

Activities and Societies: Australian Information Security Association (AISA)CLS-ICT-0044 Cyber Research and Communicate Cluster ICTPRG405.

Diploma Of Information Technology, Advanced Networking/Cloud Engineering

Activities and Societies: Australian Computer Society (ACS)BSBCRT512 Originate and develop concepts BSBXCS402 Promote workplace cyber.

Certificate Ii In Skills For Work And Vocational Pathways, Workforce Development And Training, Complete

Business technology, oral communication skills to participate in workplace teams, Interact effectively with others at work.

Customer Service Management, Completed

Dealing with difficult service situations.

Customer Service Management, Completed

Customer service standards

Air Transportation, Completed

Security Clear International Air Cargo. Control Access to International Air Cargo.

Aviation/Airway Management And Operations, Completed

Dangerous Goods by Air Acceptance Course

Certificate Ii, Business Administration And Management, General, Completed

Certificate Ii, Information Technology, Completed

Certficate, Pre-Entry Franchise Education Program, Complete