Gemma Robinson
Summary
Highly skilled professional with extensive expertise in data entry, policy understanding, and insurance claims handling SLA and KPI. Demonstrates proficiency in insurance consultation, claims handling, and customer service. Adept at multitasking, business administration, and account management with a strong focus on organisation and efficiency. Possesses strategic thinking skills and excels in decision making under pressure. Experienced in team leadership, staff management, and client liaison. Certified MHFA First Aider Counsellor committed to delivering exceptional service and support.
Overview
25
25
years of professional experience
Work history
Head Of Claims Insurance Coordinator
TFSmiths UK LTD
Yorkshire, United Kingdom
10.2004 - 03.2025
- Enhanced client relations by promptly resolving queries and concerns.
- Assisted in the negotiation of claim settlements for favourable outcomes.
- Maintained comprehensive records of all insurance policies, facilitated easy retrieval.
- Managed complex cases efficiently; reduced delay in settlements.
- Collaborated closely with finance team for accurate billing procedures.
- Coordinated insurance claims for speedy resolution.
- Provided detailed reports on claim trends to management team.
- Worked proactively to resolve disputes; secured fair settlements.
- Liaised with clients, clarified policy details and benefits.
- Reviewed claim forms, ensured accuracy for smooth processing.
- Communicated effectively with insurance companies on behalf of clients.
- Educated clients about policy terms, ensured understanding and satisfaction.
- Identified Risks to the business whilst implementing safety protocol.
- Reviewed accounts receivable reports, insurance contracts, weekly and monthly financial reports.
- Managed over 155 Calls per day Inbound and Outbound
- Referenced monthly aging reports to follow up on unpaid claims and obtain maximum reimbursement.
- Invoiced insurers for payment
- Managed external Super Driver Team to ensure optimal controlling was been used for vehicle collection
- Recruited and trained staff for high-quality branch service.
Manager
CO -OP
01.2000 - 10.2004
- Delivered high-quality products to increase customer satisfaction.
- Implemented cost reduction measures, reduced overhead expenses.
- Boosted department efficiency by streamlining operational processes.
- Delegated tasks efficiently to maximise productivity.
- Developed accurate sales forecasts for improved strategic planning.
- Facilitated staff training, resulting in better customer service.
- Managed team dynamics by implementing conflict resolution strategies.
- Liaised with suppliers to ensure timely deliveries.
- Maintained inventory control, reduced stock shortages.
- Led and managed administrative staff to maintain smooth daily operations.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Monitored health and safety measures for guaranteed compliance.
Education
NVQ Level 3 Health and Social Care
Skills
- Claims handling proficiency
- Multitasking
- Business administration
- Account management
- Data Entry
- Organised and efficient
- Strategic thinking, Customer Service skills
- Accounts receivable
- Client liaison
- Decision making under pressure
- Team Leadership, Staff Management
- MHFA First Aider Counsellor
Timeline
Head Of Claims Insurance Coordinator
TFSmiths UK LTD
10.2004 - 03.2025
Manager
CO -OP
01.2000 - 10.2004
NVQ Level 3 Health and Social Care
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