Tendai Matabva
Quakers Hill,NSW
Summary
Knowledgeable and dedicated customer service professional with insurance agency experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Consumer Banker
Westpac
01.2020 - 10.2021
- Created system of orderly follow-up by mail, telephone and email with new and existing clients to generate additional business
- Maintained thorough knowledge of bank products and services and focused on pricing, bank policies and government regulations
- Solicited new consumer loan opportunities and completed consumer loan process
- Demonstrated knowledge and sales skills in consumer lending and deposit products
- Maintained friendly and professional customer interactions
- Assisted customers with banking needs and inquiries
- Educated customers on online banking and mobile banking applications
- Established rapport with new clients to increase satisfaction and loyalty
- Performed account maintenance by closing out accounts and changing customer addresses
- Referred customers to other banking departments for specialized services
Commercial Property Claims Officer
Suncorp
07.2019 - 01.2020
- To ensure smooth and effective customer claims experience
- Assess property claim damage either on-site or desk based.
- Build effective working relationships and negotiate where appropriate with policyholders and repairers.
- Managing multi-client portfolio of claims to provide prompt resolution using appropriate external specialists to achieve settlement outcomes efficiently, effectively and ethically, in company's favor.
- Receiving all customer calls and enquiries
- Lodging and assessing claims.
- Fielding calls and information to assist as quickly as possible.
- Manage and resolve issues with other parties or customers and if necessary, follow dispute resolution process.
Property Service Coordinator
Jones Lang LaSalle Incorporated
04.2018 - 02.2019
- Manages Service Request delivery for Facility Manager
- Providing exceptional customer service
- Interfaces with Maintenance Team Leader, Technicians, CSC, PO coordinator and Project Coordinator in delivery of service requests to meet contract service levels
- Raises Purchase Order requisitions on behalf of Facility Manager for service contracts, manage payment of invoices with Accounting Coordinator Continually building customer relations and ensure client satisfaction
- Liaising with Property & Facilities Managers, the Property Service Centre team, Landlords, Tenants, Clients & Contractors
- Record keeping maintained within accordance to quality standards.
- Coordinated and monitored service activities to confirm work met all requirements.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
Medical Receptionist
Market Place Medical Centre
01.2017 - 03.2018
- Welcoming patients and visitors, answering telephone and email enquiries.
- Scheduling appointments and being organized enough to keep those appointments on time.
- Assisting patients with completing necessary forms and documentation, as well as ensuring that all information acquired is accurate and current.
- Scheduling external appointments for any clients that require hospital admission and tests.
- Comforting distressed patients - this may range from simply fixing any appointment issues that may arise, through to being a voice of comfort during times of extreme stress and emergency.
- Equipment sterilization and cleaning.
- Checked patient insurance, demographic, and health history to keep information current.
- Completed patient referrals to other medical specialists.
- Performed various administrative tasks by filing, copying and faxing documents
Waitress
The Kingston Hotel
08.2017 - 12.2017
- Providing excellent wait service to ensure satisfaction.
- Taking customer orders and delivering food and beverages
- Making menu recommendations, answering questions and sharing additional information with restaurant patrons
- Greet and escort customers to their tables.
- Present menu and provide detailed information when asked (e.g.
- About portions, ingredients or potential food allergies)
- Prepare tables by setting up linens, silverware and glasses.
- Inform customers about daily specials.
- Up-sell additional products when appropriate
- Take accurate food and drinks orders, using POS ordering software, order slips or by memorization.
- Check customers' IDs to ensure they meet minimum age requirements for consumption of alcoholic beverages.
- Communicate order details to Kitchen Staff.
- Serve food and drink orders.
- Used cash registers and credit card machines to cash out customers.
Retail Customer Service Member
Diva Jewellery
01.2016 - 01.2017
- Welcoming customers by greeting them; offering them assistance
- Advising customers by providing information on products
- Helping customer make selections by building customer confidence; offering suggestions and opinions
- Documenting sale by creating or updating customer profile records.
- Processing payments by totaling purchases; processing checks, cash, and store or other credit cards.
- Contributing to team effort by accomplishing related results as needed.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Informed customers of current store promotions to encourage additional sales purchases.
- Completed store opening and closing procedures as per company guidelines.
Customer Service Representative
Optus
01.2015 - 01.2016
- Answering inquiries by clarifying desired information; researching, locating, and providing information.
- Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Fulfil requests by clarifying desired information; completing transactions; forwarding requests.
- Selling additional services by recognizing opportunities to up-sell accounts; explaining new features.
- Maintaining call center database by entering information.
- Updating job knowledge by participating in educational opportunities.
- Enhancing organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Retail Assistant
R`Concepts
01.2014 - 01.2015
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that client's feel supported and valued
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Building lasting relationships with clients and other call centre team members based on trust and reliability
- Utilizing software, databases, scripts, and tools appropriately
- Understanding and striving to meet or exceed call centre metrics while providing excellent consistent customer service.
Education
AGED CARE & DISABILITY CERTIFICATE III -
INSTITUTE OF HEALTH AND NURSING AUSTRALIA
Melbourne, VIC07.2021
TIRE 2 PERSONAL ADVICE DEPOSIT PRODUCTS GENERAL INSURANCE -
KAPLAN PROFFESSIONAL
Melbourne, VIC05.2020
PROVIDING SERVICE OF ALCOHOL -
AUSTRALIA SECURITY EDUCATION & CONSULTING PTY LTD
Canberra, ACT08.2018
YEAR 10 CERTIFICATE -
QUAKERS HILL HIGH SCHOOL
Sydney, NSW11.2010
Skills
- Credit analysis
- Banking software proficiency
- Adaptability
- Financial planning
- Effective communication
- Attention to detail
- Time management
- Regulatory compliance
- Problem-solving abilities
- Financial product knowledge
- Risk assessment
- Claims Processing Software
- Professionalism and Ethics
- Teamwork and Collaboration
- Insurance Regulations Understanding
References
- Melissa Clark, Steam Manager - Customer Care Team - Westpac, 0410 599 460
- Matthew Munari, Team Leader - Customer Care Team - Westpac, 0418 635 231
- Will White, State Head Manager - Customer Care Team - Westpac, 0466 356 078
- Claudia Calaitzopoulos, Team Leader - Commercial Property Claims - Suncorp, 0407 665 840
- Elaine Valakhi, Role- Operations Manager - JLL, 0420 605 469
- Declan Hester, Role- Team Leader - JLL, 0468 554 654
- Harley, Duty Manager - The Kingston Hotel, 0418 157 797
- Dr Kireet Taneja, Role - Practice Manager - Marketplace Medical Centre, 0452 009 460
Timeline
Consumer Banker
Westpac
01.2020 - 10.2021
Commercial Property Claims Officer
Suncorp
07.2019 - 01.2020
Property Service Coordinator
Jones Lang LaSalle Incorporated
04.2018 - 02.2019
Waitress
The Kingston Hotel
08.2017 - 12.2017
Medical Receptionist
Market Place Medical Centre
01.2017 - 03.2018
Retail Customer Service Member
Diva Jewellery
01.2016 - 01.2017
Customer Service Representative
Optus
01.2015 - 01.2016
Retail Assistant
R`Concepts
01.2014 - 01.2015
AGED CARE & DISABILITY CERTIFICATE III -
INSTITUTE OF HEALTH AND NURSING AUSTRALIA
TIRE 2 PERSONAL ADVICE DEPOSIT PRODUCTS GENERAL INSURANCE -
KAPLAN PROFFESSIONAL
PROVIDING SERVICE OF ALCOHOL -
AUSTRALIA SECURITY EDUCATION & CONSULTING PTY LTD
YEAR 10 CERTIFICATE -
QUAKERS HILL HIGH SCHOOL
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