Maureen Pelenise Pua
Te Atatu Peninsula,NT
Summary
Proven leader in the insurance industry, adept at driving business growth and enhancing customer satisfaction at companies like ICIB Brokerweb.
Specialises in Branch Operations Management and excels in Relationship Building, achieving consistent revenue growth and exceeding performance targets.
Demonstrates a strong work ethic and exceptional time management skills, fostering team development and client loyalty. Results-driven management professional with extensive experience in leading branch operations and maximising efficiency. Known for fostering collaborative work environment and achieving high-performance results. Reliable and adaptable, with excellent skills in leadership and client relations.
Overview
29
29
years of professional experience
Work History
Branch Manager West Auckland
ICIB Brokerweb
Lincoln Road, Waitakere, Auckland 0610
07.2022 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
Client Director - Pacific Practice
Willis Towers Watson
Auckland, New Zealand
03.2018 - 06.2022
- Oversaw the successful launch of new products or services in line with market demand, driving company growth forward within the Pacific Territories.
- Ensured compliance with industry regulations within the Pacific Territories, while maintaining high standards of quality in all operations.
- Developed new business opportunities for consistent revenue growth through strategic partnerships and market analysis within the Pacific Territories.
- Managed budgets responsibly to optimise resource allocation while achieving financial targets set by the organization.
- Facilitated regular meetings with stakeholders for effective communication of project updates and progress reports.
- Expanded the Pacific client base with targeted marketing strategies and personalised outreach efforts.
- Conducted comprehensive market research to identify trends, inform decision-making, and strengthen competitive positioning.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Built relationships with customers and community to establish long-term business growth.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Enhanced profitability by developing new business pipelines utilising marketing and sales strategies.
- Communicated product quality and market comparisons by creating new business and renewal reports.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives. I.e developing a ground breaking Medical Product for locals in the Cook Islands and Samoa, with a third party organisation.
Commercial Lines Senior Account Manager
Aon Risk Solutions
Auckland, New Zealand
09.2011 - 03.2018
- Negotiated favorable terms with insurers on behalf of clients, securing optimal coverage at competitive rates.
- Contributed to the overall success of the company by continuously identifying opportunities for process improvement and implementing best practices in account management.
- Developed customised risk mitigation strategies for clients based on thorough analysis of their unique exposures and requirements.
- Increased retention rates by establishing trust and rapport with clients through consistent follow-up and attention to detail.
- Participated in industry events to stay current on market trends and emerging risks affecting commercial lines clientele.
- Strengthened relationships with clients through proactive communication and timely responses to inquiries.
- Coordinated with claims department to ensure prompt resolution of client concerns, facilitating timely settlements when needed.
- Supported sales team by generating accurate quotes for prospective clients, contributing to increased revenue growth opportunities.
- Assisted in new business development efforts by preparing proposals and presentations that showcased the company's capabilities.
- Implemented efficient workflows for monitoring policy expiration dates, resulting in improved renewal tracking accuracy.
- Mentored junior account managers, fostering a supportive team environment and promoting professional growth.
- Conducted comprehensive policy reviews to identify potential gaps in coverage and recommend appropriate enhancements.
- Managed a diverse portfolio of commercial lines accounts, delivering tailored risk management solutions for each client.
- Provided ongoing education to clients regarding changes in legislation or industry regulations impacting their insurance programs.
- Streamlined processes in managing renewals, reducing time spent on administrative tasks and improving efficiency.
- Enhanced client satisfaction by providing exceptional service and addressing complex insurance issues.
- Collaborated with underwriters for accurate policy endorsements, ensuring proper coverage for clients.
- Managed client risk exposure and coordinated services for development, retention and rounding of accounts.
- Analysed client needs to identify coverage solutions and produced policy and quotes.
- Calculated premiums and established payment methods for sales.
- Collected premiums on or before effective date of coverage.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Conducted annual reviews of existing policies to update information.
- Evaluated competitors' products and services to gain competitive advantage.
Commercial Business Development Manager
Allianz NZ
Auckland, New Zealand
11.2010 - 08.2011
- Collaborated closely with senior management on devising effective go-to-market strategies for new products or services.
- Conducted in-depth market research to identify trends, gaps, and potential business opportunities.
- Participated actively in industry associations, networking events and forums to enhance brand visibility in the sector.
- Provided exceptional customer service to brokers, resolving concerns promptly and ensuring repeat business from satisfied clients.
- Increased commercial revenue by identifying and securing new business opportunities.
- Identified upselling opportunities within existing client base, generating additional revenue streams for the company.
- Implemented innovative sales strategies to penetrate competitive markets and increase market share.
- Negotiated favourable terms with brokers, ensuring cost-effective procurement of products and services.
- Generated new business with marketing initiatives and strategic plans.
- Represented company and promoted products at conferences and industry events.
- Monitored market trends and competitor activities to identify areas of potential opportunity.
- Built relationships with brokers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customers through broker relationships.
- Managed accounts to retain existing relationships and grow share of business.
- Engaged in product training, demonstrations, consumer awareness, branding, to raise awareness and revenues.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on broker relationships.
Commercial & Domestic Insurance Broker
Property Finance Solutions Ltd
Auckland, New Zealand
12.2009 - 11.2010
- Provided exceptional customer service by responding quickly to inquiries, resolving issues, and anticipating client needs.
- Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
- Maintained thorough knowledge of insurance regulations, staying up-to-date on changes that could impact clients or business operations.
- Generated referral business from satisfied customers who shared positive experiences with friends and colleagues.
- Assisted clients with claims processing, ensuring a smooth experience during difficult times.
- Increased client satisfaction by providing personalised insurance solutions tailored to individual needs.
- Collaborated with underwriters to negotiate favorable terms for clients, ensuring competitive pricing and comprehensive coverage.
- Calculated quotes and educated potential clients on insurance options.
- Achieved high customer retention rates by maintaining open communication channels and addressing concerns promptly.
- Streamlined the insurance application process, resulting in faster approvals and increased efficiency.
- Participated in ongoing professional development, staying current with insurance best practices and emerging industry trends.
- Enhanced customer loyalty by delivering timely and accurate policy updates and renewal information.
- Organised regular check-ins with clients to review coverage limits and ensure adequate protection as their life circumstances changed.
AMP Commercial Account Manager
IAG New Zealand
Auckland, New Zealand
11.2006 - 11.2010
- Prepared customer presentations and demonstrations of products to solicit new business.
- Managed client risk exposure and coordinated services for development, retention and rounding of accounts.
- Processed daily mail, email and phone calls from customers and AMP Agents to generate new business.
- Reviewed audits of policies for accuracy to facilitate corrections between AMP Agents and the AMP agreed insurance products.
- Implemented effective sales strategies to consistently achieve and exceed sales targets.
- Evaluated client feedback and implemented appropriate changes to enhance overall customer satisfaction.
- Conducted regular account reviews with clients to assess their current needs, discuss potential concerns, and identify opportunities for additional business.
- Worked closely with credit control department to ensure timely collection of receivables while minimizing risk exposure.
- Provided exceptional customer service, addressing concerns promptly and maintaining open lines of communication with clients.
- Maintained current knowledge of evolving changes in marketplace.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanour.
- Set and achieved company defined sales goals.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Negotiated prices, terms of sales and service agreements.
- Stayed current on company offerings and industry trends.
- Consulted with businesses to supply accurate product and service information.
Commercial Academy Technical Training Consultant
IAG New Zealand
Auckland, New Zealand
11.2006 - 11.2010
- Improved staff performance by defining clear goals and communicating performance metrics.
- Delivered engaging presentations and facilitated group activities, ensuring participants gained practical knowledge and hands-on experience.
- Partnered with management teams to align training initiatives with business objectives, supporting strategic goals through workforce development efforts.
- Negotiated contracts with external vendors for specialised services or training courses to remain competitive and in tune with industry standards.
- Implemented a mentoring program that connected experienced professionals with newer employees for ongoing support and knowledge transfer.
- Monitored insurance industry trends and best practices, applying relevant insights to continually enhance program offerings.
- Provided constructive feedback on participant performance during workshops, enabling attendees to refine their skills effectively post course.
- Managed multiple projects simultaneously while maintaining strict deadlines and staying within budget constraints.
- Evaluated training needs for various business partners within IAG, designing tailored solutions to address skill gaps and improve overall productivity.
- Collaborated with subject matter experts to create accurate, high-quality learning materials for diverse audiences.
- Cultivated relationships with stakeholders, ensuring clear communication of expectations and progress updates throughout the training process.
- Enhanced employee performance by developing and implementing customised training programs.
- Developed comprehensive training manuals, job aids, and other resources to support ongoing employee development efforts.
- Conducted gap analyses to identify areas of improvement within existing training programs, leading to targeted updates that increased overall efficacy.
- Developed new and improved training programs.
- Coached individuals in one-on-one settings to reinforce learned concepts and provide personalised guidance on career growth opportunities.
- Consulted with IAG management to assess needs and plan improvements.
Senior Team Leader
Lumley General Insurance
Auckland, New Zealand
08.2001 - 11.2006
- Set clear team goals and delegated tasks and set deadlines.
- Produced weekly, daily and monthly activity reports and forecasts.
- Mentored junior team members, providing guidance and support to enhance their career progression.
- Promoted a collaborative work environment, encouraging open communication among team members for better problem-solving abilities.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Achieved customer satisfaction targets consistently by ensuring timely delivery of high-quality products or services according to specifications.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Enhanced team productivity by implementing efficient workflow processes and optimising resource allocation.
- Developed strategies to promote team member adherence to company regulations and performance goals.
- Discovered training needs and provided coaching.
- Championed a culture of continuous learning, fostering an environment conducive to professional growth and development.
- Influenced company policy formulation through active participation in management meetings and contributing valuable insights from a Senior Team Leader perspective.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
Commercial Property Team Leader
HIH (NZ) Insurance
Auckland, New Zealand
01.1999 - 08.2001
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Promoted culture of continuous improvement by encouraging feedback from all organisational levels and implementing actionable changes.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
- Enhanced communication strategies, ensuring clear and timely information exchange within team and with brokers.
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Developed and executed training programs that significantly improved team skills and morale.
- Built and maintained strong broker relationships, leading to repeat business and referrals.
Life and Disability Claims Officer
Fidelity Life Assurance Company
Auckland, New Zealand
12.1998 - 12.1999
- Managed high caseload efficiently, prioritising tasks based on urgency and importance to meet deadlines consistently.
- Minimized fraudulent claims by conducting thorough investigations.
- Maintained compliance with regulatory requirements by staying current on industry changes and updating policies accordingly.
- Negotiated fair settlements with policyholders while maintaining positive relationships between the company and clients involved in disputes.
- Expedited claim resolution with prompt negotiation, evaluation, and settlement of claim amounts.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Conducted audits of closed claims to ensure accuracy, consistency, and adherence to company standards.
- Utilised data analysis tools to identify trends in claims data, informing process improvements for greater efficiency.
- Reviewed contracts thoroughly to ensure proper coverage for various types of life insurance policies held by clients.
- Implemented innovative strategies for reducing claim cycle time without compromising quality or accuracy of decisions made.
- Evaluated and settled complex insurance claims in strict timeframes.
- Followed up with customers on unresolved issues.
- Processed and recorded new policies and claims.
- Checked documentation for accuracy and validity on updated systems.
- Calculated adjustments, premiums and refunds.
Judgements Courts Clerk
Auckland High Court of New Zealand
Auckland, New Zealand
01.1996 - 11.1998
- Maintained organised filing systems for easy retrieval of case files and supporting documentation.
- Provided assistance to lawyers and court personnel in courtroom.
- Maintained court documents and updated disposition of cases after court hearings and trials.
- Managed confidential information securely, upholding the integrity of the court system.
- Supported courtroom operations during trials, ensuring all parties had necessary materials and equipment for smooth proceedings.
- Prepared court documents for filing in alignment with established protocols to support compliance.
- Assisted court in scheduling hearings, meetings and other events to support seamless operations.
- Responded to in-person and telephone requests for information from general public, lawyers and other involved parties.
- Prepared court orders and judgments for signature.
- Reviewed court documents to process motions and pleadings.
- Processed financial transactions for fines, fees, and other court-related costs accurately and efficiently.
- Assisted judges in streamlining court proceedings through diligent research and preparation of case materials.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
- Examined legal documents submitted to courts for adherence to laws and court procedures.
- Maintained and updated electronic databases to accurately and securely store court documents.
- Coordinated courtroom proceedings and enforced adherence to proper procedures.
- Promoted transparency within the judicial system by accurately entering case details into electronic databases.
- Improved workflow efficiency through regular review and updating of internal policies related to court clerk duties.
- Expedited document authentication processes with thorough verification of signatures, seals, and stamps on legal papers.
- Ensured timely resolution of cases with accurate scheduling and coordination of hearings, trials, and conferences.
- Enhanced communication between legal professionals by promptly distributing correspondence and case updates.
- Streamlined intake procedures for new cases, allowing faster assignment to appropriate judicial personnel.
- Processed legal documents to uphold court operational standards.
- Facilitated smoother court proceedings by efficiently scheduling and managing court calendars.
Education
Fifth Form Certificate
Saint Dominics College
Henderson, Auckland, New ZealandSixth Form Certificate
Saint Dominics College
Henderson, Auckland, New ZealandUniversity Entrance - (obtained During Sixth Form)
Saint Dominics College
Henderson, Auckland, New ZealandOverseas School Scholarship To Argentina
Saint Dominics College
Henderson, Auckland, New ZealandDiploma of Financial Servicers
ANZIIF
Australian New Zealand Institute Insurance FinanceCertificate IV in Financial Services
ANZIIF
Australian New Zealand Institue Insurance FinanceLevel 5
ANZIIF
Australian New Zealand Institute Insurance FinanceSkills
- Branch Operations Management
- Customer Service
- Customer Relationships
- Excellent time management skills
- Excellent work ethic
- Relationship building and management
- Client Relationship Management
- Employee Development
- Staff Management
- Relationship Building
- Team Player
- Business Development
- Interviewing and Hiring
- Account Review
- Sales Development
- Goals and performance
- Project Management
Languages
Samoan
Professional Working
Spanish
Professional Working
Timeline
Branch Manager West Auckland
ICIB Brokerweb
07.2022 - Current
Client Director - Pacific Practice
Willis Towers Watson
03.2018 - 06.2022
Commercial Lines Senior Account Manager
Aon Risk Solutions
09.2011 - 03.2018
Commercial Business Development Manager
Allianz NZ
11.2010 - 08.2011
Commercial & Domestic Insurance Broker
Property Finance Solutions Ltd
12.2009 - 11.2010
AMP Commercial Account Manager
IAG New Zealand
11.2006 - 11.2010
Commercial Academy Technical Training Consultant
IAG New Zealand
11.2006 - 11.2010
Senior Team Leader
Lumley General Insurance
08.2001 - 11.2006
Commercial Property Team Leader
HIH (NZ) Insurance
01.1999 - 08.2001
Life and Disability Claims Officer
Fidelity Life Assurance Company
12.1998 - 12.1999
Judgements Courts Clerk
Auckland High Court of New Zealand
01.1996 - 11.1998
Fifth Form Certificate
Saint Dominics College
Sixth Form Certificate
Saint Dominics College
University Entrance - (obtained During Sixth Form)
Saint Dominics College
Overseas School Scholarship To Argentina
Saint Dominics College
Diploma of Financial Servicers
ANZIIF
Certificate IV in Financial Services
ANZIIF
Level 5
ANZIIF