Ilisapeci Vulimainiusiladi Tuivakano
Bexley,Australia
Summary
A results-driven customer service professional with over 15 years of experience in delivering exceptional customer experiences and driving departmental success. Recognized for leadership, multitasking capabilities, and a passion for customer satisfaction. Adept at team management, executive reporting, and process efficiency, with extensive experience in insurance operations, policy conservation, and client engagement.
Professional consultant with proven ability to drive impactful business outcomes through strategic planning and analysis. Demonstrated success in managing cross-functional teams and delivering comprehensive solutions that align with client needs. Valued for adaptability, collaboration, and results-driven mindset, with expertise in project management and stakeholder engagement.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Consultant – Customer Engagement Team
Bank of South Pacific Life Insurance
11.2023 - Current
- Authorized loans, policy bonuses, and surrenders up to $5,000 daily
- Approved survival benefits and maturity payouts up to $500,000 daily
- Prepared and presented executive and conservation reports
- Represented the team in sales and service meetings
- Delivered strategic recommendations to enhance business performance, leveraging industry expertise.
- Improved client satisfaction by developing tailored solutions and addressing unique needs.
- Facilitated workshops and training sessions, empowering client teams with best practices.
- Collaborated with cross-functional teams to drive project success and achieve client goals.
- Enhanced operational efficiency by implementing effective change management strategies.
- Developed client relationships to foster long-term partnerships and repeat business.
- Led initiatives to streamline processes for increased productivity and cost savings.
- Collaborated with senior leadership to align consulting services with organizational objectives.
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
- Presented findings and recommendations to executive-level stakeholders, effectively communicating key insights and action plans.
- Exceeded customer requirements with accurate and deliverable solutions.
Supervisor – Conservation & Customer Engagement Team
Bank of South Pacific Life Insurance
01.2023 - 11.2023
- Supervised the team and ensured seamless customer service delivery
- Assisted in process optimization and policy conservation efforts
- Improved team efficiency by overseeing daily operations and ensuring smooth workflow.
- Trained new employees to enhance team performance and maintain high standards.
- Managed scheduling for optimal coverage and efficiency.
- Boosted team morale with effective communication and conflict resolution.
- Conducted performance evaluations to support staff development.
- Resolved team conflicts to maintain a positive and collaborative work environment.
- Provided feedback to team members for improving skills and achieving personal growth.
- Led team meetings to align on objectives and strategies.
- Supervised daily tasks to ensure compliance with operational standards.
- Improved reporting accuracy by establishing clear and concise documentation processes.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
Supervisor – Customer Experience Management
Bank of South Pacific Life Insurance
01.2021 - 01.2023
- Led the Customer Experience team and supported team development
- Relieved as Assistant Manager for Customer Experience Management (July–Aug 2022)
- Monitored team activities to ensure adherence to company policies and procedures.
- Coordinated schedules for team members to optimize productivity and coverage.
- Enhanced team performance with regular feedback and coaching sessions.
- Developed strategies for increasing team output and meeting project deadlines.
- Trained new employees to integrate them into the team and ensure understanding of job responsibilities.
- Facilitated communication between departments to improve workflow and collaboration.
- Implemented new processes to streamline operations and reduce workload.
- Improved employee satisfaction by addressing concerns and fostering a positive work environment.
- Conducted performance evaluations to identify strengths and areas for improvement.
Customer Service Consultant
Bank of South Pacific Life
01.2010 - 01.2021
- Processed payments, loans, and benefits efficiently
- Ensured compliance with payment procedures and policies
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Provided feedback on potential areas for improvement within the department based on personal experiences and observations.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Government Referrals Centre
01.2009 - 01.2010
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Call Center Consultant
Oceania Call Center
01.2006 - 01.2007
- Identified trends in common customer issues, enabling proactive improvements in product offerings and support materials.
- Maintained detailed records of customer interactions, allowing for informed decision-making regarding future support needs.
- Collaborated with team members to create a positive work environment, boosting employee morale and productivity.
- Contributed to the development of departmental policies and procedures, ensuring consistent service delivery across all consultants.
Customer Services Consultant
Fiji National University Student Services
01.2003 - 01.2005
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Conducted thorough research on complex issues when required, ensuring accurate information was provided to customers at all times.
Education
Diploma - Accounting
Fiji National University
01.2003
Degree - Business Management & Accounting
University of the South Pacific
03.2025
Skills
- Customer service
- Microsoft Word
- Excel
- PowerPoint
- Supervising staff
- Multitasking
- Processing loans
- Policy surrenders
- Refunds
- Payouts
- Preparing reports
- Presenting reports
- Working independently
- Policy conservation
- Achieving sales targets
- Problem solving
- Data analysis
- Team leadership
- Performance optimization
- Cross-functional collaboration
- Budget management
- Resource allocation
- Negotiation skills
- Communication skills
- Decision making
- Time management
Accomplishments
- 12/01/23, Relieved as Assistant Manager for Customer Engagement Team.
- Nominated
- Staff of the Month
- Twice since 2017.
- Recognized for achieving departmental sales and conservation targets.
- Represented Bank of South Pacific (Life Insurance) at national conferences, including the Fiji Human Resources Institute Conference and Fiji Women’s Conference.
- Graduated from the “Speak with Purpose” Program (2023).
- Participated in various leadership and professional development programs.
Other Certificates Awards Attained
- Exceptional Customer Service Course – Fiji National University
- Contact Centre & Team Leader Workshop – Mi Quality Pasifika
- Customer Service Training – University of the South Pacific
- Leadership Training (Franklyn Harvey – International)
- Speak with Purpose Program Graduate - 2023
Community Involvement Personal Achievements
- Treasurer, Church Cell Group, 2017 – 2023
- Treasurer for the Fundraising Committee for Church Development Projects.
- Represented Bank of South Pacific Life in sports competitions (volleyball, netball, marathon, paddling).
- Active participant in business house tournaments and marathons since 2016.
Aka
Besetimoala
Personal Information
Date of Birth: 05/13/82
Qualifications Academic Achievements
- Current, Pursuing a Degree in Business Management & Accounting at the University of the South Pacific
- 05/01/03, Fiji National University (Suva, Fiji Islands) - Graduated with Diploma in Business, Major – Accounting
Hobbies and Interests
- Traveling and exploring new cultures.
- Building professional and personal connections.
- Researching information about global cultures through documentaries and the internet.
Certification
- Team Leader Certificate
Languages
English
Native or Bilingual
Interests
- Advocacy Campaigns
- Playing Sports
- Fashion and Style
- I enjoy cooking for friends and family gatherings
- Volunteering
- Watching Movies and TV Shows
- Music
- I enjoy helping others and giving back to the community
- Participating in local clean-up initiatives
- Offering time and support to shelters for the homeless, women, and animals
- Volunteer Travel
Timeline
Senior Consultant – Customer Engagement Team
Bank of South Pacific Life Insurance
11.2023 - Current
Supervisor – Conservation & Customer Engagement Team
Bank of South Pacific Life Insurance
01.2023 - 11.2023
Supervisor – Customer Experience Management
Bank of South Pacific Life Insurance
01.2021 - 01.2023
Customer Service Consultant
Bank of South Pacific Life
01.2010 - 01.2021
Customer Service Representative
Government Referrals Centre
01.2009 - 01.2010
Call Center Consultant
Oceania Call Center
01.2006 - 01.2007
Customer Services Consultant
Fiji National University Student Services
01.2003 - 01.2005
Degree - Business Management & Accounting
University of the South Pacific
- Team Leader Certificate
Diploma - Accounting
Fiji National University
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