Ivan Toon Huat Wong
Melaka
Summary
Claims Executive with extensive experience in claims processing and customer relationship management at J&T Cargo Malaysia Sdn Bhd. Expertise in managing complex claims across various insurance sectors, with a focus on strategic claim management and effective negotiation. Proven track record of driving process improvements that enhance claims resolution, leading to increased customer satisfaction and operational efficiency.
Overview
8
8
years of professional experience
Work History
Claim Executive
J&T Cargo Malaysia Sdn Bhd
03.2023 - 06.2025
- Provided assistance to claimants and providers regarding claims processing inquiries.
- Approved reserves and payments within established authority limits.
- Reviewed settlements and litigation processes to ensure adherence to quality standards.
- Processed claims for payment or escalated complex cases to appropriate personnel.
- Examined claims and records to authorize coverage with accuracy.
- Checked documentation for coding accuracy, correcting errors as necessary.
- Prepared insurance claim forms, ensuring completeness of all related documents.
- Analyzed data to identify enhancements in claims processing efficiency.
Claims Administrator
N3 Auto Sdn Bhd
Melaka
05.2020 - 02.2023
- Opened, sorted and monitored claims.
- Created case files, professional correspondence and claims notices.
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle to promote service times.
- Consulted with field support team, claim manager and other entities to receive support specific to assigned claim.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Examined automobile policies with third-party liability, accident benefits and collision benefits.
- Processed incoming claims, including data entry into the system.
- Reviewed customer claims for accuracy and completeness.
Service Assistant
NS Auto Sdn Bhd
Melaka
05.2019 - 05.2020
- Described automotive issues and systems to enhance customer understanding of vehicle problems.
- Served as liaison between customers and service technicians to facilitate effective communication.
- Conducted follow-ups with customers via phone or email to report on service experiences.
- Reviewed service history to provide tailored recommendations based on client needs and concerns.
- Addressed customer questions and resolved complaints in person and over the phone.
- Actively listened to customer issues to determine appropriate service levels according to standards.
Hotel Front Desk Receptionist
Hallmark View Hotel
Melaka
11.2017 - 03.2019
- Welcomed patrons at front desk, ensuring friendly interactions during check-in process.
- Cultivated professional guest relationships through prompt responses and dedicated assistance.
- Arranged special accommodations for guests to enhance overall satisfaction.
- Facilitated efficient front desk operations in high-volume hotel environment.
- Balanced accounts and executed nightly audits to maintain accurate bookkeeping.
- Coordinated with housekeeping and maintenance to address guest room issues.
Education
Business Administration -
Multimedia University
Melaka, MalaysiaSkills
- Leadership and team management
- Insurance policy review
- Claims processing and settlement
- Data analysis and reporting
- Customer service and relations
- Negotiation strategies
- Personnel training and development
- Microsoft Office Suite proficiency
- Process optimization
- Policy compliance
- Multilingual communication
Languages
- Chinese (Mandarin), First Language
- English, Upper Intermediate (82) B2
- Malay, Intermediate (B1)
Timeline
Claim Executive
J&T Cargo Malaysia Sdn Bhd
03.2023 - 06.2025
Claims Administrator
N3 Auto Sdn Bhd
05.2020 - 02.2023
Service Assistant
NS Auto Sdn Bhd
05.2019 - 05.2020
Hotel Front Desk Receptionist
Hallmark View Hotel
11.2017 - 03.2019
Business Administration -
Multimedia University
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