Anushka Kiran-Singh
Auckland,Flat Bush
Summary
A young and energetic, keen target-oriented individual with extensive customer service experience. Possess interpersonal skills with intermediate knowledge of MS Office and great public relation. Dedicated, self-motivated, honest and great negotiation along with problem solving skills. Detail-oriented Collections Officer with solid knowledge of credit and other collections. Skilled in settling debt without confrontation using empathetic yet firm approach. Maintains composure while working in stressful environments. A knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
14
14
years of professional experience
Work History
Claims Collections Officer - Disputes
IAG NZ Limited
07.2024 - Current
- Analyzed customer financial situations to negotiate payment plans and settlement agreements.
- Documented collection activities in customer accounts utilizing computerized system.
- Reviewed credit reports to identify potential risks and develop strategies for successful collections.
- Investigated customer complaints regarding billing disputes and errors.
- Assisted with legal documents pertaining to collections such as affidavits, summonses, subpoenas.
- Participated in conference calls between clients and other internal departments as needed.
- Negotiated settlements with customers while adhering to state regulations governing collections.
- Advised customers on available options when they were unable to make full payments.
- Communicated effectively both verbally and in writing with external parties involved in the collection process.
- Attended training sessions on relevant topics related to collections practices and procedures.
- Evaluated customer accounts to determine adherence to repayment schedules.
- Handled inbound phone calls and answered customer inquiries.
- Negotiated payment plans and arrangements.
- Educated customers regarding actions and strategies for debt repayment.
- Attended hearings in the Disputes Tribunal
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Contacted debtors through email, telephone and mail contact to begin collections process.
- Met demands of busy collections group by performing high volume of daily calls.
Claims Consultant
IAG NZ
09.2022 - 07.2023
- Process motor vehicle claims – new and existing
- Developed strategies for resolving disputes between insureds and third parties in a timely manner.
- Reviewed documents such as police reports, bills, invoices, photographs. related to claim processing.
- Provided guidance to customers regarding their coverage options and procedures for filing a claim.
- Maintained accurate records of all claim activities in a centralized database system.
- Identified potential fraudulent activity in order to protect the interests of the insurer.
- Evaluated financial risks associated with each claim case before making payment decisions.
- Advised clients on how they can reduce costs associated with future claims incidents.
Personal Insurance Consultant
IAG NZ
04.2021 - 09.2022
- Developed client-specific insurance plans tailored to individual needs and preferences.
- Conducted comprehensive reviews of existing policies, making recommendations for improvement or changes.
- Analyzed clients' financial positions, liabilities and assets to determine appropriate coverage levels.
- Provided ongoing customer service support, responding to inquiries in a timely manner.
- Educated clients on industry standards, regulations and best practices related to insurance coverage.
- Monitored renewal dates to ensure that policies are updated as required.
Customer Service Rep
Auckland City Council
06.2017 - 04.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Director
EVA Logistics
Auckland
02.2015 - 10.2020
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Recruited, trained, supervised, evaluated and mentored staff members.
- Managed budgeting and financial planning processes for the organization.
- Identified opportunities for improvement in operational performance metrics.
- Developed policies and procedures to ensure compliance with corporate standards.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Provided guidance on legal matters related to contracts or intellectual property rights.
- Partnered with staff to create professional development plans to support personal and business growth.
- Managed annual budgeting process, including forecasting and financial planning.
- Developed and managed logistics strategies to improve the efficiency of operations.
- Drafted policies regarding storage, distribution, and transportation of products.
- Implemented cost-saving measures such as route optimization for shipments.
- Worked collaboratively with customers and staff at various levels.
Customer Service Rep
Fisher & Paykel (Temp)
03.2017 - 05.2017
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Service Rep
Concentrix (Air New Zealand- Full-time)
09.2015 - 06.2016
- Inbound customer queries
- Domestic and short-haul reservations
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Customer Service Rep
Concentrix (Apple- Full-time)
03.2015 - 09.2015
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Merchandiser
Cadbury (Part-time)
07.2013 - 07.2015
- Regularly monitored store shelves to ensure product availability, restocking and rotating merchandise as needed.
- Created merchandising plans based on customer buying habits and trends in the industry.
- Organized displays according to company standards and specifications.
- Analyzed inventory levels and made adjustments accordingly for maximum profitability.
- Maintained a clean and organized work environment at all times.
- Set up attractive window displays that encouraged customers to enter the store.
- Performed regular price checks on select items throughout the store location.
- Stocked and rotated shelves and built displays to deliver results for stores and suppliers.
- Monitored stock to maintain sufficient quantity of featured product.
- Built product displays and placed appropriate signage for merchandise.
- Arranged items in favorable positions and areas of store to attract customers and optimize sales.
Work Experience
Air New Zealand Aviation
11.2014 - 02.2015
- Dealing with customers at self-check-in (kisoks)
- Talking through with them the baggage allowance
- Dealing with customer queries
- Air New Zealand Koru Lounge
- Checking boarding passes
- Assisting with customer enquires
- Flight Attendant
- Check boarding passes and boarding passengers onto the aircraft
Merchandiser
Vitaco Health (Part-time)
10.2013 - 06.2014
- Regularly monitored store shelves to ensure product availability, restocking and rotating merchandise as needed.
- Organized displays according to company standards and specifications.
- Analyzed inventory levels and made adjustments accordingly for maximum profitability.
- Assisted customers with locating desired items within store locations.
- Set up attractive window displays that encouraged customers to enter the store.
- Worked closely with store managers to ensure compliance with corporate policies and procedures related to merchandising activities.
- Built product displays and placed appropriate signage for merchandise.
- Scanned shelves and product cases for expired stock to discard outdated items.
- Organized engaging front-facing displays to capture customer interest and drive revenue growth.
- Printed labels and tags for for-sale merchandise.
- Restocked shelves with current merchandise in attractive displays to promote sales.
- Cleaned and organized display cases, shelves and aisles.
Retail Assistant
Pumpkin Patch - Supa Centre
10.2012 - 02.2013
- Assisted customers with product selection, answered queries and provided advice.
- Greeted customers upon entry to the store and provided a positive shopping experience.
- Processed payments using cash register, credit card machine and POS system.
- Maintained stock levels by replenishing shelves, tidying displays and organizing merchandise.
- Provided excellent customer service by attending to customer needs in a timely manner.
- Assisted in setting up promotional displays, signage and window displays.
- Monitored sales floor traffic and assisted customers with their inquiries.
- Ensured cleanliness of the retail area including dusting surfaces, vacuuming floors and cleaning windows.
- Followed company policies regarding returns, exchanges, refunds and other transactions.
- Operated cash registers efficiently during peak hours of business.
- Engaged positively with each customer, providing professional, and polite support for sales and service needs.
Customer Service
McDonalds Manurewa
10.2010 - 07.2011
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Recognized by management for providing exceptional customer service.
Education
Real Estate
Open Polytechnic
Auckland10-2021
Air NZ Aviation Institute
Manukau Institute of Technology
Manukau Institute of Technology
Manurewa High School
Skills
- Call center background
- Payment Plan Options
- Customer research
- Investigating historical data
- Familiar with locating individuals
- Proficiency in SAP
- Persuasion strategies
- Case Management
- Strong sense of ethics
- Firm
- Recording payments
- Knowledge of billing procedures
- Goal-Oriented
- Payment Acceptance
- Call Control
- Litigation Support
- Staff Management
- Business Administration
- Contract Management
- Budget Control
- Business Planning
- Staff Development
- Logistics Management
- Operations Management
- Team Management
- Financial Management
- Transportation management systems
- Purchasing management
- Route Optimization
- Warehouse Safety
Phone - Mobile
022 044 5019
References
Available on request
Timeline
Claims Collections Officer - Disputes
IAG NZ Limited
07.2024 - Current
Claims Consultant
IAG NZ
09.2022 - 07.2023
Personal Insurance Consultant
IAG NZ
04.2021 - 09.2022
Customer Service Rep
Auckland City Council
06.2017 - 04.2021
Customer Service Rep
Fisher & Paykel (Temp)
03.2017 - 05.2017
Customer Service Rep
Concentrix (Air New Zealand- Full-time)
09.2015 - 06.2016
Customer Service Rep
Concentrix (Apple- Full-time)
03.2015 - 09.2015
Director
EVA Logistics
02.2015 - 10.2020
Work Experience
Air New Zealand Aviation
11.2014 - 02.2015
Merchandiser
Vitaco Health (Part-time)
10.2013 - 06.2014
Merchandiser
Cadbury (Part-time)
07.2013 - 07.2015
Retail Assistant
Pumpkin Patch - Supa Centre
10.2012 - 02.2013
Customer Service
McDonalds Manurewa
10.2010 - 07.2011
Real Estate
Open Polytechnic
Air NZ Aviation Institute
Manukau Institute of Technology
Manukau Institute of Technology
Manurewa High School
Similar Profiles
Oliverio Burton RamosOliverio Burton Ramos
Insurance Consultant at IAG NZInsurance Consultant at IAG NZ
NING QINING QI
Personal Insurance Consultant (Bank Partner) at IAG NZPersonal Insurance Consultant (Bank Partner) at IAG NZ
Jaswinder KaurJaswinder Kaur
Analyst 1, Service Desk at IAG NZAnalyst 1, Service Desk at IAG NZ