Hikitia Hohepa
Mangere,Auckland
Summary
Reliable and committed to getting each job done as quickly, efficiently and safe as possible. Excellent written and verbal communication skills with a resourceful and energetic mindset.
Overview
10
10
years of professional experience
Work History
Technical Support Representative
Suncorp Insurance
Melbourne
11.2024 - Current
- Resolved customer inquiries through effective communication and troubleshooting techniques.
- Documented technical issues and solutions in the ticketing system for future reference.
- Collaborated with cross-functional teams to improve service delivery processes.
- Assisted customers with policy-related queries, ensuring clarity and compliance.
- Trained new team members on support protocols and system navigation.
- Conducted follow-up communications to ensure customer satisfaction post-resolution.
- Utilized CRM software to track interactions and streamline support workflows.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Assisted in rollout of new software features, ensuring customers understood and utilized them fully.
- Played key role in project that significantly reduced system downtime for major clients.
- Led successful initiative to increase use of self-service options among customers, reducing reliance on live support.
- Collaborated with product teams to improve software based on customer feedback.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Developed and implemented preventive maintenance procedures.
- Helped streamline repair processes and update procedures for support action consistency.
Claim Team Manager
Suncorp Insurance
Melbourne, VIC
04.2022 - Current
- Processed claims in accordance with industry fair claim practices and regulations.
- Monitored personnel performance and prescribed training and counseling to staff members to improve work outcomes.
- Resolved sensitive customer issues and claims made by key clients to promote retention and satisfaction with services.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Documented and communicated timely claims information while supporting accurate outcomes.
- Determined proper course of action for claims processing.
- Gathered sensitive information to update customer profiles and help with appeals process.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Encouraged creative thinking, problem solving and empowerment as part of a facility group to improve morale and teamwork.
- Coordinated cross-functional collaboration between claims, underwriting, and customer service departments.
- Trained, mentored and guided staff on investigation procedures, company policies and industry regulations.
- Processed claims in accordance with industry fair claim practices and Location regulations.
- Optimized team performance by establishing clear goals and regularly monitoring progress towards objectives.
- Navigated complex insurance regulations, ensuring all claims adhered to industry standards and requirements.
- Oversaw all payments, evaluations and team projects.
- Handled escalated issues from policyholders or agents ensuring prompt resolutions that maintained client satisfaction levels.
- Made coverage recommendations to legal team members.
- Developed strong relationships with key stakeholders, fostering trust and cooperation during claim negotiations.
Grade 2 Picker
StarTrack
08.2021 - 04.2022
- Monitored work areas for cleanliness and functionality and removed obstacles for safety.
- Used pallet jacks to move items to and from warehouse locations.
- Recognized defective material and reported issues to management.
- Staged and sorted multiple types of products for loading.
- Generated warehouse shipping documents, packing lists and invoices.
- Moved large and bulky items manually or with pallet jacks or forklifts.
- Mentored new employees on warehouse procedures and tasks resulting in quick job acclimation.
Grade 2 Packer
Zoom
10.2020 - 08.2021
- Monitored work areas for cleanliness and functionality and removed obstacles for safety.
- Used pallet jacks to move items to and from warehouse locations.
- Recognized defective material and reported issues to management.
- Staged and sorted multiple types of products for loading.
- Generated shipping documents, including packing lists and invoices.
- Examined packages and goods for damage and notified vendors of replacement needs.
- Moved large and bulky items manually or with equipment such as pallet jacks or forklifts.
- Satisfied reporting requirements with timely and accurate logging of daily activities.
- Restocked packaging items, including boxes, tape and fill materials from inventory.
- Drove overall performance by completing work orders on time.
- Accomplished production goals by working with speed and accuracy.
Despatch Clerk
REPACK, Toll Rubbermaid
01.2018 - 10.2020
- High understanding of Health & Safety.
- Stacked & Stored pallets at the end of shift to keep warehouse clean & organised.
- Reported all equipment failures & Malfunctions to Manager.
- Basic compute skills.
- Working with KPI's.
- RF scanning.
- Read and followed standard operating procedures.
- Repack co-ordinator.
- Fostered positive employee relationships through communication, training and development coaching.
- Solved problems, handled escalated issues and mitigated risks.
- Delegated work assignments and prioritized tasks.
- Initiated training sessions and coached employees to develop effective staff.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Planned and optimized warehouse work processes to improve fulfillment system efficiency.
- Coached staff on strategies to enhance performance and improve customer relations.
- Addressed internal and customer-related issues each day and affected strategic resolutions.
- Coordinated work of 15 employees by offering clear direction and motivational leadership.
- Coordinated extensive planning, development of project milestones, and budget for complex contracts.
- Identified business issues, creating customized solutions for individual problems.
- Established ambitious goals for employees to promote achievement and surpass business targets.
- Improved productivity initiatives, coordinating itinerary and scheduling appointments.
MAIL SORTER
Australia Post
10.2017 - 01.2018
- Used automated mail processing equipment to sort and collate mail.
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Picked products for specific routes according to pick sheets.
- Tracked time spent on assignments each day for productivity reporting.
- Sorted mail according to size, shape, and destination.
- Loaded and unloaded shipping containers and vehicles.
Package Handler
PICKER PACKER
Melbourne, VIC
07.2016 - 09.2017
- Worked in a team-based environment to maintain line productivity.
- Kept work area clean, neat and organised.
- Completed basic jobs such as boxing, labelling and moving items.
- Utilised established assembly instructions to complete jobs in an efficient and accurate manner.
- Performed hand-finishing of final products.
- Put together component parts for pool pumps.
- Buffed out minor scratches and imperfections.
- Responsible for achieving production requirements.
- Prepared and maintained production reports and personnel records.
- Made sure that products were produced on time and are of good quality.
- Set up and verified the functionality of safety equipment.
PICKER PACKER
03.2015 - 08.2015
- Picked products for specific routes according to pick sheets.
- Maintained and repaired equipment and facilities.
- Inspected sheet metal structures and overhauled components.
- Measured work piece dimensions to determine machine operation accuracy.
- Maintained accurate stock records and schedules.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Handled delegated tasks.
Education
Level 3 - Bartending And Kitchen
NZMA Otahuhu Campus
01.2013
Skills
- Flexible
- Team building
- People skills
- Friendly, positive attitude
- Microsoft Outlook
- Microsoft Excel
- Heavy lifting
- RF scanning devices
- Boxing and labeling
- Adaptive team player
- Self-motivated
- Packaging and picking
- Maintaining equipment
- Sending shipments
- Receiving orders
- Shipping oversight
- Complaint Resolution
- Team Support
- Constructive Feedback
- Call Control
- Service Quality
- Staff Support
- Data Review
References
Leanne Vella - 0413906023
Leanne.Vella@suncorp.com.au
Timeline
Technical Support Representative
Suncorp Insurance
11.2024 - Current
Claim Team Manager
Suncorp Insurance
04.2022 - Current
Grade 2 Picker
StarTrack
08.2021 - 04.2022
Grade 2 Packer
Zoom
10.2020 - 08.2021
Despatch Clerk
REPACK, Toll Rubbermaid
01.2018 - 10.2020
MAIL SORTER
Australia Post
10.2017 - 01.2018
Package Handler
PICKER PACKER
07.2016 - 09.2017
PICKER PACKER
03.2015 - 08.2015
Level 3 - Bartending And Kitchen
NZMA Otahuhu Campus