Veena Mahey
Malbrook,Bromsgrove
Summary
Highly skilled professional with extensive expertise in customer service, time management, and claims processing. Demonstrates exceptional ability in managing own case load and building relationships with brokers and stakeholders. Proficient in written and verbal communication, empathetic communication, and decision-making competence. Self-motivated and organised with a strong focus on client services and team collaborations with internal and external stakeholders.
Overview
21
21
years of professional experience
3987
3987
years of post-secondary education
Work history
Senior Motor Claims Handler
Allianz
03.2014 - 07.2025
- Manage a portfolio of claims for a large client HW Martin from initiation to closure, ensuring timely updates to all stakeholders, resulting in partnership with Allianz until 2027.
- Supporting Claims Proposition Manager and Underwriter, Broker during face to face meeting with a large client discussing claims handling , while considering changes to strengthen our relationship.
- Liaise with policyholders to gather necessary documentation and evidence for claim substantiation
- Assess incoming claims for validity against policy’s conditions and communicated reasons for partial or no payments to clients, enabling fair settlement of valid claims.
- Internal collaboration with credit hire and personal injury teams for full file management
- Collaborate with external assessors and legal teams to evaluate complex claims and determine liability
- Develop strong relationships with strategic insurance brokers and underwriters to support business growth
- Records and deal with complaints from the brokers and customers promoting a fair outcome for all parties involved.
- Keep clients and brokers well-informed of claim updates and claim progression.
- Manage the team in the absence of team leader planning, prioritising and the team's workload to ensure both customer and business needs are met including dealing with litigation and complaints.
Customer service Representative
British Telecommunications
01.2012 - 03.2014
- Processed and issued products orders and service upgrades for customers
- Dealt with complex billing queries
- Developed empathic client relationships
- Developed and maintained a comprehensive knowledge of the product range , staying informed of new products and updates
- Tailored communication style to suit diverse customer base, building rapport and trust through personalised interactions
Sales and service Representative
Direct Line Group
03.2004 - 01.2012
- Assessed customer needs through detailed consultations, recommending products that perfectly matched their requirements
- Handles high- volume calls to address and resolve customer queries
- Achieved and exceeded monthly sales targets through effective upselling and cross-selling techniques
- Increased sales targets by developing and maintaining strong relationships with new and existing customer
- Followed scripts and processed to uphold brand standards
Education
A level - English
St Philips College
BirminghamGCSE’s - Maths, English, Spanish, French, Sciences, Geography
Lordswood Girls School
Birmingham07.1992
Skills
- Customer service
- Time management
- Managing own case load
- Claims processing
- Building relationships with brokers and stakeholders
- Written and verbal communication
- Self motivated and organised
- Empathetic communication
- Decision- making competence
- Client focus services
- Team collaborations with internal and external stakeholders
Custom
- Spending time with family and friends
- Currently learning how to knit and crochet
- Enjoy reading true life crime books
- Travelling to new places
References
References available upon request.
Timeline
Senior Motor Claims Handler
Allianz
03.2014 - 07.2025
Customer service Representative
British Telecommunications
01.2012 - 03.2014
Sales and service Representative
Direct Line Group
03.2004 - 01.2012
A level - English
St Philips College
GCSE’s - Maths, English, Spanish, French, Sciences, Geography
Lordswood Girls School
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