Harshitha Subramaniyan
Sydney,Australia
Summary
Experienced and results-driven Customer Support and Claims Specialist with over 5 years of diverse experience across the insurance, tech, logistics, and e-commerce sectors. Proven track record in managing high-volume claims, delivering exceptional customer service, and supporting complex B2B and B2C relationships across various industries like e-commerce, travel and home insurance claims, app and technical support, and client success management.
Proficient in CRM platforms like Zendesk, Freshdesk, and Intercom, as well as insurance and ERP tools such as Claim Center, Fineos, Estimage, and MYOB.
An excellent communicator and proactive team player with strong analytical, operational, and administrative skills.
Overview
11
11
years of professional experience
Work History
Travel Claims Consultant
1Cover Travel Insurance
04.2024 - Current
- Manage end-to-end processing of travel insurance claims across multiple brands in Australia and New Zealand(1Cover, Zoom, TINZ, SKI, Car Hire)
- Assess and make decisions on claims in alignment with HDI and Faraday underwriting guidelines, ensuring compliance with each brand's Product Disclosure Statements.
- Provide regular updates and support to clients via phone and online chat, delivering empathetic and timely communication during often stressful travel-related incidents.
- Estimate and monitor claim reserves, ensuring accurate financial forecasting and reporting.
- Liaise with First Assistance to manage emergency and medical claims with urgency and sensitivity.
- Identify and investigate potentially fraudulent claims, contributing to loss prevention efforts; recognized with the "Detective on Case" award in January 2025 for excellence in fraud detection.
- Maintain up-to-date knowledge of insurance regulations, brand-specific products, and internal protocols to support fair, accurate, and customer-focused claims outcomes.
- Negotiated favorable settlements for clients, maintaining a high success rate in claim resolutions.
Home Claims Case Manager
Hollard Insurance
05.2023 - 04.2024
- Assessed end-to-end home and contents insurance claims across brands like CBA,Woolworths, Real and Australian Seniors specializing in weather-related and catastrophic event cases across a diverse national client base.
- Handled escalated cases involving complex and high-stakes claims, maintaining a calm demeanor and leveraging negotiation skills to achieve fair resolutions for all parties involved.
- Oversaw a portfolio of approximately 2,000 claims, ensuring timely assessments, accurate evaluations, and resolution in line with policy guidelines.
- Liaised with suppliers and trades—such as Queensland-based contractors—to coordinate inspections, repairs, and progress of claims.
- Held delegated authority to make decisions and finalize claims, communicating outcomes directly to customers.
- Navigated multiple platforms including Claim Center, Fineos, Estimage, and End Data to manage claim workflows and maintain accurate case records.
- Processed customer payments following approvals, ensuring all financial handling was completed with precision and compliance.
- Met and exceeded quality, compliance, and service-level KPIs while adhering strictly to organizational policies and procedures.
Client Support Specialist
Vajro, India
01.2021 - 03.2023
- Developed and implemented short- and long-term customer service strategies using business development frameworks to drive client satisfaction and growth in a B2B environment.
- Managed key accounts and conducted regular client meetings to resolve issues, track progress, and align services with evolving business needs.
- Delivered exceptional technical support by assisting clients with app customization, troubleshooting, and dashboard navigation on the Vajro platform.
- Designed and tailored mobile apps based on client specifications, ensuring seamless functionality and brand consistency.
- Achieved 100% customer satisfaction (CSAT) and retention through proactive communication, issue resolution, and personalized support.
- Led monthly team feedback sessions and contributed to internal knowledge-building by creating and maintaining product documentation.
- Processed invoices, managed returns, and issued credits with accuracy and efficiency.
- Regularly participated in recruitment processes by conducting interviews and onboarding support staff.
- Delivered product update presentations monthly to keep clients and teams informed on platform enhancements and features.
Warehouse Associate
Pet circle, Sydney, NSW
10.2019 - 06.2021
- Collaborated with team members to achieve daily targets and complete tasks efficiently.
- Performed inventory control, such as counting, and stocking merchandise.
- Displayed adaptability by taking on various roles within the warehouse as needed, including receiving, shipping, or inventory control duties.
- Consistently met or exceeded productivity targets while maintaining high standards for quality and safety.
Customer Service Representative
Groupon India, Chennai
09.2015 - 08.2016
- Built and maintained strong customer relationships by effectively managing escalations and delivering prompt resolutions.
- Handled high volumes of customer interactions using the Zendesk platform, delivering support in a fast-paced, high-pressure environment.
- Maintained detailed records of sales and customer interactions to ensure accuracy and continuity in service delivery.
- Promoted customer loyalty through personalized service, contributing to increased retention and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Educated customers about ongoing promotions and offers, helping drive upselling opportunities and increased sales.
Process Associate
Quscient Technologies, India
10.2014 - 09.2015
- Managed inbound and outbound communications for international students enrolled at Middlesex University, London, addressing inquiries and providing timely support.
- Maintained and updated the student lifecycle database from enrollment through to graduation, ensuring accuracy and compliance with institutional standards.
- Delivered high-quality customer service by adhering to performance metrics and quality assurance guidelines.
- Handled large volumes of calls daily while maintaining a strong focus on providing accurate and helpful information.
Education
Master of Business Administration - International
Deakin University
Melbourne08.2018
Bachelor of Biotechnology -
SRM University
India06.2014
Skills
- Key accounts Management
- Communication & Team Collaboration
- Technical & App Support
- Accounts & Clients Portfolio Management
- Claims & Case Management
- Customer Service & Relationship Management
- Critical Thinking & Decision Making Skills
Languages
English
Hindi
Bilingual or Proficient (C2)
Japanese
Beginner (A1)
French
Beginner (A1)
Timeline
Travel Claims Consultant
1Cover Travel Insurance
04.2024 - Current
Home Claims Case Manager
Hollard Insurance
05.2023 - 04.2024
Client Support Specialist
Vajro, India
01.2021 - 03.2023
Warehouse Associate
Pet circle, Sydney, NSW
10.2019 - 06.2021
Customer Service Representative
Groupon India, Chennai
09.2015 - 08.2016
Process Associate
Quscient Technologies, India
10.2014 - 09.2015
Master of Business Administration - International
Deakin University
Bachelor of Biotechnology -
SRM University
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