Aby Antony

Cross-skilled and certified across Supplier Lines and ABS Hire Car processes, supporting business-as-usual (BAU) operations for the Allianz Australia portfolio

Volunteered for and progressed into the ABS Hire Car process, identified as a future-focused operational model, demonstrating adaptability and growth mindset

Managed high-volume inbound supplier interactions and outbound customer communications, delivering efficient, compliant, and customer-centric outcomes

Coordinated end-to-end claim resolution by liaising with assessors, suppliers, third-party service providers, and insurers to ensure timely vehicle repairs

Resolved complex operational issues by analysing claim requirements and aligning stakeholders to meet time-bound service targets

Evaluated invoices, excess payments, and third-party insurance claims to ensure accuracy, fairness, and policy compliance

Administered hire-car bookings and extensions, optimising resource allocation throughout vehicle repair lifecycles

Assessed and authorised payments (e.g. travel allowances) for insured customers and third-party providers, ensuring fair and reasonable cost decisions

Collaborated cross-functionally with Supplier Lines and ABS Hire Car teams to maintain service continuity and operational efficiency

Documented Minutes of Meetings (MoMs) and tracked action items to support team alignment and delivery

Actively participated in mandatory and voluntary training programmes, supporting continuous improvement and organisational capability building

Conducted proactive follow-ups with customers to close unresolved issues and enhance overall service experience

Delivered 24×7 technical support through live chat and ticketing systems, ensuring service continuity and adherence to SLAs

Diagnosed and resolved complex issues across web hosting control panels (cPanel, Plesk, WebsitePanel), applying structured problem-solving approaches

Provided on-call operational support for critical hosting incidents, minimising downtime and business impact

Conducted routine server health checks and performance assessments across Linux and Windows environments to improve reliability and efficiency

Installed and configured software probes and monitoring solutions, supporting proactive issue detection and risk mitigation

Upgraded and reconfigured Apache and PHP environments, aligning system capabilities with business and client requirements

Implemented and managed monitoring tools (e.g. Nagios) to enhance visibility, reporting, and incident response

Analysed and resolved database server issues, including backup and restore activities to ensure data integrity and business continuity

Managed high-volume support demand during peak periods, maintaining service quality, prioritisation, and clear stakeholder communication

Managed tickets and incidents in a production support environment for web-based applications, ensuring timely resolution and minimal business impact

Troubleshot and resolved email and DNS/HTTP server issues, applying structured analysis to prevent recurrence and improve operational efficiency

Evaluated customer interactions and provided actionable feedback to enhance service quality and client satisfaction

Delivered training for support agents on handling challenging customer interactions with proactiveness, empathy, and rapport-building techniques

Investigated customer complaints and product issues, fast-tracking solutions to maintain SLA adherence and strengthen client trust

Collaborated with cross-functional teams to improve incident handling processes and optimise operational workflows