Hafizah Ismam
Summary
I have been described by many as meticulous, passionate in doing things I am good at, eager to learn new things, require minimal supervision, stress tolerance, multitasking, hardworking, creative, fast learner, speed typing, have good communication skills and a team player.
Overview
19
19
years of professional experience
Work History
Life Claims Executive (Administration)
MCIS Life Insurance Berhad
06.2016 - Current
- Generate reminders on claims' requirements via correspondence i.e. letters, emails & calls to customers
- Reply queries on claims' matters via email from customers
- Send emails on claims' correspondence to brokers e.g. Marsh, Howden, AEON, AON etc
- Perform cold calls on customers' possible medical records via telephone to medical institutions i.e. hospitals & clinics around Malaysia
- Perform follow up calls on claims' requirements via telephone to third parties i.e. customers' employer, customers' lawyer & customers' trustee e.g. Amanah Raya Berhad, As Salihin Trustee Berhad etc
- Filing management (index physical documents in system, scan physical documents to convert them as softcopy, arrange physical documents in filing room for temporary storage & arrange indexed / scanned physical documents to be picked up by storage company i.e. Safeguard Records Management & Crown Records Management) for permanent storage
- Prepare invoice for records' storage fees to Finance Department
- Register new claims (minor claims i.e. hospital benefit / temporary disability & major claims i.e. death, critical illness, living benefit, total permanent disability / partial permanent disability) in the system that are received from customers
- Execute any adhoc tasks i.e. decoration for festivals & events e.g. Eid, Chinese New Year, Deepavali, Christmas, Independence Day, Retirement Day, Farewell etc
Life Claims Executive (Claims Assessor)
MCIS Life Insurance Berhad
02.2011 - 06.2016
- Perform claims assessment (for minor claims i.e. hospital benefit / temporary disability & medical claims i.e. pre post hospitalization, outpatient emergency benefit, outpatient kidney benefit, government hospital benefit etc) submitted by customers to determine whether the claims are payable / not payable
- View medical claim documents submitted via hardcopy / softcopy from customers to determine whether the claims can be guaranteed / not guaranteed
- Liaise with hospitals via telephone for claims' matters prior give approval for medical card to be approved
- Liaise with third party administrator i.e. Asia Assistance Network via telephone for claims' matters prior give approval for medical card to be approved
- Perform claims investigation (for non guaranteed claims)
- Send correspondence i.e. letters on claims' requirements to customers
- Generate reminders on claims' requirements via correspondence i.e. letters, emails & calls to customers
- Reply queries on claims' matters via email from customers
- Perform cold calls on customers' possible medical records via telephone to medical institutions i.e. hospitals & clinics around Malaysia
- Approve the payable / guaranteed claims in the system
- Liaise with customers including agents face-to-face on claims' matters when necessary
Human Resources Trainee
MCIS Insurance Berhad
11.2009 - 02.2010
- Assist superior in human resources' matters e.g. employees' disputes etc
- Prepare multi reports requested by superior
- Arrange arrival process of visitors e.g. students etc for various reason e.g. learning, tour etc
- Assist in events e.g. annual dinner
- Perform adhoc tasks e.g. using xerox machine to print / copy physical documents whenever requested by superior
Customer Service Cashier
QSR Brands (M) Holdings Berhad
01.2009 - 10.2009
- Liaise with customers face-to-face to accept their foods & beverages orders
- Accept / return money i.e. cash, debit card & credit card after received their orders
- Handle customers' complaint & figure out the solutions on the spot e.g. when they request for latest batch of foods, when they cut queue etc
- Perform balancing of cash registers
- Tidy checkout / counter areas
- Assist other employees to do their chores e.g. housekeeping the seating areas, wash dishes etc when less customers
Property Trainee
Universiti Teknologi Malaysia
01.2006 - 03.2006
- Assist superior in handling tenders received from bidders / companies for university's projects
- Attend trainings related with property management
- Perform adhoc tasks e.g. using xerox machine to print / copy physical documents whenever requested by superior
Education
Post Degree Certificate - FSTEP (Batch 5)
Financial Sector Talent Enrichment Programme
Wilayah Persekutuan, Kuala Lumpur01.2011
Post Degree Certificate - FSTEP (Batch 5)
British Council EnglishScore
Wilayah Persekutuan, Kuala Lumpur01.2011
Post Degree Certificate - FSTEP (Batch 5)
Outward Bound Malaysia
Lumut, Perak01.2011
BBA - (Hons), Major in Human Resource Management
Universiti Teknologi MARA
Shah Alam, Selangor10.2009
Diploma of Secretarial Science - Office Management & Technology
Universiti Teknologi MARA
Seri Iskandar, Perak12.2006
Skills
- Insurance policy knowledge
- Expense Control
- Claims analysis
- Investigation techniques
- Customer Expectations Management / Customer Services
- Claims Processing
- MS Office Suite (Words, Excel, PowerPoint etc)
- Claims investigation and research
- Planning and Organization
- Telephone etiquette
Hobbies: Reading, playing with my cats, giving foods to stray dogs & joining charity works.
Reading enlightens me on various matters of life, playing with my cats make me / them happy, giving foods to stray dogs make them become less / not aggressive towards pedestrians & joining charity works make me feel thankful.
Timeline
Life Claims Executive (Administration)
MCIS Life Insurance Berhad
06.2016 - Current
Life Claims Executive (Claims Assessor)
MCIS Life Insurance Berhad
02.2011 - 06.2016
Human Resources Trainee
MCIS Insurance Berhad
11.2009 - 02.2010
Customer Service Cashier
QSR Brands (M) Holdings Berhad
01.2009 - 10.2009
Property Trainee
Universiti Teknologi Malaysia
01.2006 - 03.2006
Post Degree Certificate - FSTEP (Batch 5)
Financial Sector Talent Enrichment Programme
Post Degree Certificate - FSTEP (Batch 5)
British Council EnglishScore
Post Degree Certificate - FSTEP (Batch 5)
Outward Bound Malaysia
BBA - (Hons), Major in Human Resource Management
Universiti Teknologi MARA
Diploma of Secretarial Science - Office Management & Technology
Universiti Teknologi MARA
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