Acacia Stephens
Wellington,Karori
Summary
Passionate, Honest, reliable and hardworking all-rounder. Excellent organizational skills with a proven track record for building positive relationships with stake holders, clients and colleagues. With over ten years’ experience including health care, office administration, customer relations and high paced real time operations. I am now seeking an exciting and varied position that will enable me to capitalize on my experience to date.
Overview
10
10
years of professional experience
Work History
Member Support Advisor
Medical Assurance Society
06.2019 - 03.2024
- Navigating various underwriting scenarios for general insurance products.
- Maintaining a high level of accuracy when gathering and processing information.
- Identifying opportunities to cross-sell other insurance products ensuring our members have the best cover available to them.
- Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
- Maintained detailed records of all member interactions, ensuring accurate documentation for future reference or follow-up actions needed.
- Developed strong relationships with members through empathetic communication and effective problem-solving skills.
- Trained new team members in best practices for efficient and consistent member support delivery.
Real Time Traffic Operations
NZ Transport Agency Waka Kotahi
01.2017 - 06.2019
- Working under pressure in a high paced control room, dedicated to delivering accurate information in real time to customers are stake holders
- Effectively cope with change, make decisions and act without having the total picture
- Monitoring, detecting and activating appropriate responses to planned and unplanned events on the highway network
- Excellent written and verbal communication skills with the ability to provide information clearly and concisely
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
- Established strong relationships with business partners, facilitating open communication channels for proactive problemsolving.
- Ensured timely resolution of escalated customer concerns by collaborating with cross-functional teams.
Customer Service Representative
Ruapehu Alpine Lifts
06.2016 - 09.2016
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in training programs to enhance product knowledge and customer service skills.
Private Nanny
Campbell Family
09.2015 - 05.2016
- Developed strong relationships with parents, maintaining open communication about each child''s progress and needs.
- Oversaw household duties such as light housekeeping tasks or running errands when required.
- Built positive and nurturing environments to support child social and emotional growth.
- Established clear expectations for behavior, setting boundaries to create a respectful atmosphere within the home.
- Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.
- Communicated with children at age-appropriate levels to encourage understanding and foster relationships.
Psyco-Geriatric Health Care Assistant
Colwyn House
12.2014 - 09.2015
- Assisted with patient hygiene, physical comfort, eating, and drinking, and mobility while observing and reporting specific changes.
- Lifted patients using appropriate equipment in accordance with moving and handling policy.
- Reduced risk of infections by adhering to strict hygiene protocols during all aspects of care delivery.
- Observed patient skin conditions and reported findings to registered nurse.
- Cultivated strong relationships with patients and families, fostering an environment of trust and open communication that facilitated better healthcare experiences.
Aged Care Assistant
Radius Care LTD
03.2014 - 12.2014
- Maintained clean and organized living spaces for patients, ensuring a comfortable and sanitary environment conducive to healing.
- Enhanced patient recovery by assisting with daily activities such as bathing, dressing, and grooming.
- Assisted patients with mobility, transferring them safely between beds, chairs, and wheelchairs as needed.
- Improved patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Managed time effectively while balancing multiple tasks simultaneously, ensuring all aspects of patient care were addressed promptly.
Education
NCEA level one, two, three -
Level 4 Certificate - Health Science
in Health Science
NZ certificate - business (accounting support services level 4)
in Business (accounting Support Services Level 4)
01.2025
Skills
- Cross-functional coordination
- Exceptional communication
- Patience and composure
- Customer service
- Call center experience
- Document processing
- Product sales
- Database management
- Service upselling
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
Timeline
Member Support Advisor
Medical Assurance Society
06.2019 - 03.2024
Real Time Traffic Operations
NZ Transport Agency Waka Kotahi
01.2017 - 06.2019
Customer Service Representative
Ruapehu Alpine Lifts
06.2016 - 09.2016
Private Nanny
Campbell Family
09.2015 - 05.2016
Psyco-Geriatric Health Care Assistant
Colwyn House
12.2014 - 09.2015
Aged Care Assistant
Radius Care LTD
03.2014 - 12.2014
NCEA level one, two, three -
Level 4 Certificate - Health Science
in Health Science
NZ certificate - business (accounting support services level 4)
in Business (accounting Support Services Level 4)
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