Chunte Su’a
Nirimba Fields,NSW
Summary
Seeking full time employment to expand my learnings, knowledge and skills. I grew up in a multicultural community and I enjoy helping people from a variety of nationalities. I have an efficient, friendly and positive attitude and I am confident I can be an effective member of a prospective employer’s team.
Overview
9
9
years of professional experience
Work History
Claims Case Manager
Resolution Life
01.2023 - Current
- Assess new claims & ongoing claims
- Setting up ongoing payments for customers
- Supporting customers through their recovery & assisting with returning to work
- Collaborating with your Legal team, Forensic Account team, Recover Specialist team
- Resolving complaints and remediating incidents in line with current processes
- Inbound and outbound calls
- 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.
- Implemented cost-saving measures in settlement negotiations, reducing payout amounts without compromising client satisfaction or policy terms.
Quality Owner/Customer Engagement Lead
AMP Life Limited/Resolution Life
09.2021 - 01.2023
- Managing, investigating and resolving complaints
- Raising incidents where there is a breach & presenting to the Incident Regulatory Group Committee
- Answering Helpdesk calls for consultants who require assistance
- Assisting with Click to Chat Routing profiles and rosters
- Coaching consultants and providing product related refreshers where needed
- Sending and analysing team stats to identify coaching gaps
- Assisted Contact Centre with projects that include Salesforce (ECRM) release and Company Wide Data Migration
- Facilitating team meetings
- Presenting and providing updates for the team in showcases
- Assisting hiring manager with interviews
- Raising requests and access for new starters
- Assisting Manager with recruitment.
Customer Engagement Specialists
AMP Life Limited/Resolution Life
08.2019 - 09.2021
- Answering high call volumes from customers and financial advisers regarding insurance policies
- Processing credit card payments and requests to update banking details for customers
- Raising complaints and cases.
Receptionists
IAG New Zealand
Auckland, New Zealand
01.2018 - 01.2019
- Dealing with customers over the phone as well as face to face
- Dealing with customer Complaints
- Distributing and sending out mail to different IAG sites around NZ
- Copy, Print, Scan and Fax documents
- Email and Diary Management
- Monitor Office supplies and stationary
- Liase and Coordinate with Procurement Team and Health & Safety to ensure issues are reported and resolved promptly
- Booking Car Parks/ Meeting Rooms for staff etc.
Team Assistant to NZI GM
IAG New Zealand
01.2018 - 01.2019
CMV Claims Administrator
IAG New Zealand
01.2017 - 12.2017
- Checking that all suppliers were meeting IAG Health and Safety code of conduct
- Following up suppliers that have outstanding Health and Safety documents.
Claims Assistant
IAG New Zealand
01.2016 - 12.2016
- Processing customer claims on CC6 & CC8
- Data entry
- Processing payments to suppliers and insurers
- Closing Claims
- Following up on suppliers with incorrect bank accounts or over payments.
Price Integrity Assistant
Pak’N’Save Mangere
03.2015 - 03.2019
- Making all tickets for the store
- Scanning the store on store system SAP to check that the tickets match the advertised price.
Produce 2IC
Pak’N’Save Mangere
Auckland, Nz
03.2015 - 03.2019
- Filling the shop floor
- Ensuring the department is running smoothly
- Making pricing tickets and changes to any errors
- Ordering stock and checking that all stock has been received
- Cycle count and stock take
- Reducing and marking down stock that needs to be.
Checkout Operator
Pak’N’Save Mangere
01.2015 - 03.2019
- Dealing with customers and money.
Seafood Assistant
Pak’N’Save Mangere
Auckland, New Zealand
03.2015 - 03.2019
- Serving Customers
- Cleaning and scaling fish
- Weighing and pricing any seafood stock.
Grocery Assistant
Pak’N’Save Mangere
03.2015 - 03.2019
- Filling and dropping out of stock products
- Attending to customer and checkouts request.
Education
Southern Cross Campus
01.2016
Skills
- Customer Relations
- Small business operations
- Relationship Building
- Verbal and written communication
- Client Service
- Strategic Planning
- Staff Management
- Team Oversight
- Staff hiring
- Employee Development
- Regulatory Compliance
- KPI Management
- Customer Service
- Driven and Determined
- Quality Assurance
- Team Collaboration and Leadership
- Work Planning and Prioritization
- Employee Training
- Professional Networking
- Coaching and Mentoring
- Task Delegation
- Performance Improvement
- Public Speaking
- Process Improvement
- Staffing oversight
- Incident Response
- Decision-Making
- Teamwork and Collaboration
- Customer Service Management
- Scheduling
Accomplishments
- First Foundation NZI (IAG) Scholarship Recipient (4year scholarship)
- Level Two NCEA (Achieved with Merit) 2016 - 2019
- Mangere Youth MP Runner Up 2015
- Top Student in Economic/Accounting & Media Studies 2015
- Excellence Award 2014 & 2015
- Level One NCEA (Achieved with Merit) 2014
Health
Excellent
Drivers License
Full
Personal Qualities
- Honest, friendly and trustworthy
- Reliable and punctual
- A friendly, direct and creative person with a great sense of humour
- Keen and willing to learn and implement new skills
- Confident and outgoing nature
- Co-operative when working in groups and also works well independently
- Well presented
- Fast Learner
Leadership Roles
- Head Prefect 2016
- NAPP – Principals Aspiring Conference Participant 2016
- Peer Support Leader 2014
- Health Council Member 2013
- U15 Rugby – Student Manager 2015
References
- Charlene Tuala, Produce Manager Mangere Pak’N’Save, +64 21 250 8557
- Laura Hassapladakis, Former EA to NZI (IAG) GM, +64 21 338 681
Hobbies and Interests
- Reading
- Meeting new people
- Volleyball
- Learning new things
- Travelling
- Spending time with my family
Timeline
Claims Case Manager
Resolution Life
01.2023 - Current
Quality Owner/Customer Engagement Lead
AMP Life Limited/Resolution Life
09.2021 - 01.2023
Customer Engagement Specialists
AMP Life Limited/Resolution Life
08.2019 - 09.2021
Receptionists
IAG New Zealand
01.2018 - 01.2019
Team Assistant to NZI GM
IAG New Zealand
01.2018 - 01.2019
CMV Claims Administrator
IAG New Zealand
01.2017 - 12.2017
Claims Assistant
IAG New Zealand
01.2016 - 12.2016
Price Integrity Assistant
Pak’N’Save Mangere
03.2015 - 03.2019
Produce 2IC
Pak’N’Save Mangere
03.2015 - 03.2019
Seafood Assistant
Pak’N’Save Mangere
03.2015 - 03.2019
Grocery Assistant
Pak’N’Save Mangere
03.2015 - 03.2019
Checkout Operator
Pak’N’Save Mangere
01.2015 - 03.2019
Southern Cross Campus