Afe Nafatali

Managed two self-insurance workers' compensation portfolios (Gympie Regional Council & Central Highlands Council), making determinations on physical and psychological claims and issuing reasoned decisions. Reviewed medical and specialist reports, calculated wages, and facilitated claim reviews with clients.

Managed four self-insurance workers' compensation portfolios across multiple abattoirs, accepting, ceasing, and rejecting physical injury claims and producing 'Reasons for Decision' letters. Coordinated with providers, organised return-to-work plans, and approved treatments and surgery requests.

Managed a portfolio of 200–300 personal injury and COVID-19 claims for the Department of Education, assessing provisional liability and authorising medical and wage payments. Reviewed reports from doctors and rehab consultants and updated claim estimations.

Assessed liability claims by reviewing client reports and CCTV footage, declining or approving claims and liaising with stakeholders to resolve customer complaints. Conducted outbound calls to injured clients and collaborated with colleagues on coaching to improve customer outcomes.

Managed government portfolios, lodging and registering new claims and determining liability from medical evidence to support return-to-work outcomes. Processed time-loss wage payments and coordinated with health practitioners and employers for holistic case support.

Handled inbound customer enquiries, processed travel insurance sales and payments, and managed a team including training, side-by-side coaching and call monitoring. Led dispute resolution and liaised with AFCA on policy breaches and refund disputes.

Managed inbound and outbound customer calls to schedule services, update customer records and maintain booking databases to support service delivery. Resolved customer enquiries and maintained accurate records.

Handled inbound calls to process membership applications, update customer details and sell health insurance products over the phone while resolving customer enquiries. Maintained accurate membership records.

Managed placement records, conducted inductions and coordinated crew assemblies for mine sites by contacting employees for availability and processing placement IDs. Supported recruitment admin tasks to ensure site readiness.

Supervised front-end operations, handled customer enquiries and conflicts, and processed weekly sales reconciliation to maintain service standards. Provided frontline support and resolved issues both in-person and by phone.

Provided administrative support including phone handling, processing AVAC and leave forms, data entry, filing and scanning to maintain departmental records and workflows. Uploaded documents into internal systems for recordkeeping.

Managed reception duties including answering calls, data entry and mail handling to support office operations. Provided client-facing support and administrative assistance.

Greeted clients, managed incoming calls and mail, processed invoices and banking tasks, and transferred calls across departments to support business operations. Maintained front-desk efficiency.

Assisted customers with grocery enquiries, processed EFT payments, handled stock ordering and supported the deli department to maintain customer service standards. Resolved customer issues and supported store operations.

Completed Certificate IV in Mental Health in 2020.

Completed Certificate II in Business Administration in 2010.

Attended Glenala State High School in 2005.

Attended Corinda State High School and completed Years 8–11 from 2001 to 2004.