Gagan Virk

Experience

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  Medibank

  Aug 2010 - Jun 2015

  Customer Service Consultant

  -Worked as client service officer relating to overseas health insurance (OSHC) for universities, agents, and international students.-Majorly responsible for reviewing client claims, determining allowable benefits, and if necessary, provide professional testimony in a court of law.-Assessing and approving customer claims based on the type of medical insurance policy held by the member and the benefits due as per the policy guidelines and framework. Support and maintain systems and integrations.-Performing sales functions, assessed portability, and processing memberships and federal government rebates.-Negotiate settlements. Manage expectations, escalate issues and communicate effectively with internal teams and third parties-Resolved claims within the ETA. While working autonomously as well as collaborating with a team-Up to date on local, state, and federal law changes in the insurance field.-Analyzing and preparing agent commission reports.-Analyzing and investigating complicated insurance claims to help prevent fraud. Show less

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  Hastings Deering

  Dec 2018 - Mar 2023

  -Evolve and execute loyalty program design, strategy and associated tactics that seamlessly fulfill customer’s expectations from the brand.-Be actively involved in Continuous Improvement initiatives such as Claims process Automation. Assist with data mapping and technical specifications and Perform user acceptance testing-Provide analytical support (Analytics as a Service) to internal business centers and external clients by researching, analysing, organizing, and presenting findings from large datasets to all levels of management.Write reports and present to groups of people at all levels within the business-Complete management of CATERPILLAR Claims Management Process (PSCS)platform, including but not limited, issue resolution collaborating with global stakeholders, development and deployment of improvement strategies, end-to-end implementation, and ownership of the claiming process. Manage expectations, escalate issues, and communicate effectively with internal teams and third parties-Support and maintain systems and integrations for product support structures.-Generate claim reports based on the individual customer spend and claim about on average 7.5 Mn per month from CAT. Create Power BI dashboards to report on the trends based on the data gathered every month.-Analyse and interpret business data in a logical and systematic manner to facilitate effective decision making to generate business value.-Generate, analyse, and distribute Monthly/Quarterly reports.-Create user and customer training documentation, standard operating procedures and conduct formal and informal training. -Facilitate workshops, derive information from stakeholders, gather functional and non-functional requirement-Prioritising work to ensure all claims are uploaded on PSCS in a timely manner while working autonomously with inputs being received from the team in timely fashion .-While working autonomously achieve targets in collaboration with the aftermarket solutions team. Show less -Lead the Bi-Annual price change activity which includes, receiving andanalyzing the new part prices provided by CAT and other vendors. Manage expectations, escalate issues and communicate effectively with internal teams and third parties-Collaborate with business centers (Australia, New Caledonia, Papua New Guinea, and Solomon Islands), finance, technical teams, marketing, and senior management in investigating issues, shortcomings and developing business solutions.-Working with key stakeholders to identify, define, prioritise, andimplement projects that deliver value through the implementation of newsystem functionalities, which meet both business areas and user expectations. Assist with data mapping and technical specification.-Responsible for change management activities when the pricing changesoccur - communicating and presenting to the management. -Directly handle customer queries regarding pricing from clients like BHP, Glencore, Peabody, Thiess, Anglo, OK Tedi, etc.-Requirement gathering for discount structures with the marketing teamand maintain the customer. Support and maintain systems and integration-Configure and maintain the customer structures for setting up TradeAgreements every 6 months. Support and maintain systems and integration-Simplify & do continuous improvements to the Discount structure furtherto rule out any abnormalities.-Complete the customer tenders by providing pricing customer specificquotes to Sales Reps.-Provide ad-hoc support to projects , CAT Invoicing reconciliation projectand significantly contribute to achieving targets.-Support reporting by Analyzing and generating reports based on customerbehaviors for strategy building by marketing. Write reports and present to groups of people at all levels within the business Show less

  • Product Support Analyst

    Mar 2020 - Mar 2023

  • Supply Chain Analyst

    Dec 2018 - Mar 2020
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  CSIRO

  May 2023 - now

  Senior Performance Analyst/Executive Manager(Acting)

  - As acting executive manager lead a high performing team demonstrated by achieving high standards in team cohesion and deliverables when acting as the executive manager for the team.-Coordinate and consolidate data, methods, and reporting across various CSIRO portfolio areas (e.g., science, infrastructure, services, and enterprise support) to collaboratively enhance the organization’s performance maturity.-Implement an integrated, insightful, and best-practice performance framework that delivers timely information to decision-makers and complies with the Public Governance, Performance and Accountability Act (2013) and Rule.-Oversee and deliver high-quality inputs and outputs, including the Annual Report, strategic initiative reporting, briefs for annual performance and investment reviews, Board and Executive Team papers, and manage all external and ad hoc performance requests (e.g., Ministerial or Departmental inquiries, Senate Estimates briefs, questions on notice, Productivity Commission and Australian Bureau of Statistics templates, Chief Executive, CSIRO Leadership Team).-Contribute to strategic documents such as the Annual Report,Corporate Plan and Portfolio Budget Statements.-Adopt a proactive and innovative approach to data collection, methodologies, and presentation to drive the organization’s performance maturity.-Enhance team processes, procedures, and systems to ensure faster, better, and more robust service quality for the organization.-Build networks across CSIRO and with other performance professionals in the public and private sectors to ensure continued value addition and provide training to clients and team members on procedural issues or systems developments.-Communicate openly, effectively, and respectfully with all staff, clients, and suppliers to promote good business practices, collaboration, and the enhancement of CSIRO Show less