Summer Ikitoelagi
Meremere,Waikato
Summary
Experienced professional with a comprehensive understanding of product, policy, administration, and distribution gained through work in Corporate Solutions. Provides valuable support to Product and Pricing teams. Expertise in managing group schemes for insights into pricing and group administration processes. Builds strong relationships with internal teams, advisers, and external stakeholders. Proficient in MS Excel for data analysis and reporting. Self-motivated and able to work independently to consistently meet timeframes and manage responsibilities effectively.
Overview
22
22
years of professional experience
Work History
Corporate Solutions Technical Specialist
AIA New Zealand
Auckland
07.2024 - Current
- Perform all functions of the Corporate Solutions Specialist role, including installations, renewals, claims, underwriting, and policy documentation
- Work across key accounts and portfolios to ensure a seamless customer experience, while proactively developing and maintaining relationships with stakeholders
- Assist the Corporate Solutions Specialist Manager in resolving complex queries
- Conduct monthly QA reviews, provide feedback, and update SharePoint
- Manage all Standard Operating Procedures (SOPs) within the team, ensuring AIAWiki articles remain up to date
- Handle administrative tasks and escalate unresolved operational issues as needed
- Act as the key contact for internal and external audits, including collating data and resolving queries
- Support risk management processes by investigating and closing risk items, and completing regular control testing
- Provide ongoing support to the Corporate Solutions Specialist Manager, and maintain strong relationships with advisers, Third-Party Administrators, and internal teams such as underwriting, claims, legal, distribution, product, and marketing
Corporate Solutions Specialist
AIA New Zealand
Auckland
09.2019 - 07.2024
- Manage and administer a set portfolio of key accounts to provide a seamless customer experience
- Proactive development and maintenance of relationships with all stakeholders
- Assist the Corporate Solutions Manager and Business Development Manager to drive and implement process, product and service improvement, including support for projects
- Maintain appropriate communication within and between the various functional areas
- Complete administrative tasks liaising directly with internal operational stakeholders
- Escalate unresolved operational issues to the Corporate Solutions Manager and follow through as appropriate
- Provide support to Corporate Solutions Manager
- Develop and maintain relationships with Advisers, and Third Party Administrators
- Develop and maintain relationships with internal stakeholders including; installations, underwriting, claims, legal, distribution, product, marketing
- Performs other responsibilities and duties periodically assigned by supervisor in order to meet reasonable operational and/or other requirements
- Monitor, review and apply suitable risk decisions for all key account portfolios including the management of arrears and unapplied credits
- Retention of teams existing client portfolio by supporting the BDM
- Adherence to key audit requirements, group risk policies and business rules are followed
Customer Contact Centre Manager (Secondment)
AIA New Zealand
Auckland
06.2018 - 09.2019
- Managed the Contact Centre’s resources and skill sets to achieve service standards
- Established a professional and consistent telephone communication culture
- Trained new staff, upskilled team members, and provided ongoing coaching
- Led the team in delivering First Contact Resolution and compiled operational reports
- Handled escalations and complaints; ensured quality assurance across processes
- Received Certificate of Completion for the Emerging Leader’s Course
Team Lead and Subject Matter Expert (SME) for NZ Operations Team
AIA Shared Services
Cyberjaya, Malaysia
10.2017 - 04.2018
- Recruited and led a team of 10 through the first phase of migrating processes from NZ to Shared Services
- Provided training and support on Existing Business, Claims, and New Business processes
- Enhanced team performance and engagement through coaching and quality assurance
- Liaison between Malaysia and NZ, preparing weekly and monthly operational reports
Senior Existing Business Consultant
AIA New Zealand
Auckland
07.2015 - 10.2017
- Managed service delivery by reviewing workflow, setting priorities, and allocating tasks
- Trained and upskilled team members, with progress tracked in a competency matrix
- Compiled and maintained reports, ensuring accuracy and data integrity
- Approved refunds and surrenders while maintaining quality assurance standards
- Acted as the Subject Matter Expert for process mapping and migration to Malaysia
Existing Business Consultant
AIA New Zealand
Auckland
04.2011 - 07.2015
- Managed changes to existing policies while maintaining product and process knowledge
- Ensured high-quality communication with clients and provided support to team members
Customer Service Specialist
Commonwealth Bank of Australia
Melbourne, Australia
04.2008 - 12.2010
Customer Service Officer
ASB Bank
Auckland
04.2003 - 10.2007
Education
1st Year of Health Science -
University of Otago
Dunedin12.2001
B Bursary -
Wanganui Girls Collage
Wanganui12.2000
Skills
- Effective Communication Skills
- Strong decision-making skills
- Proven ability to build strong internal and external relationships
- Proactive
- Team Collaboration
- Ability to work independently
- Customer-Centric Approach
- Empathetic
- Patient
- Active listener
- Excellent organization skills
- Time-management skills
- Effective Multi-Task Management
- Meticulous Attention to Detail
- Driven and Self-Sufficient
- Strong analytical & Problem solving skills
- Ability to prioritize & manage workloads effectively
- Proficient in Microsoft Office
- Data entry & analysis skills
- Flexible Adaptability
- Collaborative Teamwork
Languages
Niuean
Native/ Bilingual
References
References available upon request.
Timeline
Corporate Solutions Technical Specialist
AIA New Zealand
07.2024 - Current
Corporate Solutions Specialist
AIA New Zealand
09.2019 - 07.2024
Customer Contact Centre Manager (Secondment)
AIA New Zealand
06.2018 - 09.2019
Team Lead and Subject Matter Expert (SME) for NZ Operations Team
AIA Shared Services
10.2017 - 04.2018
Senior Existing Business Consultant
AIA New Zealand
07.2015 - 10.2017
Existing Business Consultant
AIA New Zealand
04.2011 - 07.2015
Customer Service Specialist
Commonwealth Bank of Australia
04.2008 - 12.2010
Customer Service Officer
ASB Bank
04.2003 - 10.2007
1st Year of Health Science -
University of Otago
B Bursary -
Wanganui Girls Collage
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