Charlene Huyser
Auckland,New Zealand
Summary
Seasoned Senior Case Manager with extensive experience managing high-volume caseloads, designing tailored care plans, and advocating for complex client needs. Demonstrated leadership in fostering client relationships, coordinating multidisciplinary services, and ensuring full regulatory compliance. Highly adaptable professional skilled at mastering new tools independently, managing competing priorities under pressure, and delivering exceptional service quality in fast-paced environments.
Overview
2
2
Languages
19
19
years of professional experience
Work History
Senior Case Manager & 2IC
AMI HOMEHUB
Auckland, NZ
04.2025 - Current
- Coordinate and oversee large-scale, complex residential insurance claim repairs from inception to completion.
- Consistently maintain high KPI benchmarks across turnaround time, customer satisfaction, and claim resolution.
- Employed proprietary claims management software and scheduling tools to expedite property reinstatement processes.
- Assisted team lead with daily operational oversight, facilitating team meetings and tracking performance metrics.
- Provide structured onboarding, mentoring, and continuous support for new and existing staff.
- Serve as designated Fire Warden, overseeing site emergency procedures and hazard protocols.
- Led social committee, enhancing workplace culture through initiatives and planning internal events.
Case Manager
AMI HOMEHUB
Auckland, NZ
10.2023 - 04.2025
- Liaised with builders, assessors, and policyholders to enhance communication and expedite repair processes.
- Managed small to medium insurance repair claims from initiation to completion, ensuring timely and high-quality service delivery.
- Resolved high volumes of email and phone inquiries, maintaining compliance with service level agreements.
Adviser Support
APEX ADVICE GROUP
Auckland, NZ
12.2022 - 10.2023
- Onboarded new clients and scheduled appointments while providing administrative support across time zones.
- Performed daily compliance audits on initial adviser appointments, ensuring adherence to regulatory standards.
- Entered policy and asset data in CRM systems, confirming coverage details with industry partners for accuracy.
Relationship Manager
APEX ADVICE GROUP
Auckland, NZ
08.2021 - 12.2022
- Expanded the adviser referral pipeline by 25% through consistent engagement and relationship building.
- Executed targeted outbound campaigns, generating 50+ client interactions daily to enhance client engagement.
- Managed complex client handovers, maintaining data integrity and compliance standards throughout the process.
Adviser & Business Support
LINK FINANCIAL GROUP
Auckland, NZ
04.2021 - 07.2021
- Facilitated adviser onboarding and conducted initial compliance checks.
- Coordinated telecommunications, website updates, and addressed client inquiries to enhance service delivery.
- Managed telecommunications, website updates, and general client inquiries.
- Oversaw daily office operations, managed inventory procurement, maintained facilities, and nurtured vendor relationships to ensure smooth functioning.
- Implemented Health and Safety practices in line with the Health and Safety at Work Act to effectively mitigate workplace hazards.
Personal Assistant to Managing Director / Administration Officer
LINK FINANCIAL GROUP
Auckland, NZ
04.2019 - 04.2021
- Coordinated executive calendar, arranged travel, triaged emails, and supported board meetings to enhance operational efficiency.
- Managed the documentation process for Board Meetings and Annual General Meetings, handling agendas, minutes, and proxy votes.
- Oversaw front-of-house operations, facilitated teleconferences, and coordinated corporate event logistics to streamline event execution.
Administration Support
LINK FINANCIAL GROUP
Auckland, NZ
05.2018 - 04.2019
- Managed reception coverage, organized document archiving, coordinated stock procurement, and updated web content.
- Provided technical support to staff involved in the administration of international assistance projects.
- Provided technical guidance and support to other departments on quality assurance related matters.
- Upheld patient safety standards by preventing unauthorized access or incorrect dosage administration.
Office Support Manager
NEWCO TECHNOLOGIES
, South Africa
10.2015 - 02.2018
- Managed client and supplier relationships, acting as central contact for operational inquiries to ensure smooth communication and issue resolution.
- Scheduled field technicians and allocated installation materials, ensuring timely service delivery while monitoring vehicle compliance and tracking.
- Logged and tracked service requests through Workpool CRM, maintained organized filing systems, and reconciled petty cash registers to streamline financial processes.
Asset Protection Manager
BUILDERS WAREHOUSE – WALMART
, South Africa
07.2014 - 10.2015
- Led Loss Prevention Team, analyzed SAP/BW reports to investigate variances, and chaired committees focused on reducing shrinkage.
- Managed loss prevention strategies that safeguarded corporate assets and minimized shrinkage.
- Delivered risk, ethics, and process training across departments while serving as Secretary of Ethics Committee.
Health & Safety Coordinator
SVA HOLDINGS
, South Africa
09.2007 - 07.2014
- Conducted site inspections, managed hazard identification, and coordinated H&S committees, fire wardens, and first aid teams to ensure compliance with safety regulations.
- Developed and implemented health and safety policies for workplace compliance.
- Conducted regular safety audits to identify potential hazards and risks.
- Coordinated training sessions for employees on safety protocols and procedures.
- Developed health & safety programs, business continuity plans, and emergency response frameworks to enhance organizational preparedness.
Education
Grade 12 / Year 13 -
Skills
- Governance frameworks
- KPI tracking
- Performance tracking
- Risk management
- Risk assessment
- Client management
- Client engagement
- Stakeholder engagement
- Vendor coordination
- Workflow management
- Process optimization
- Team coordination
- Team mentoring
- Delegation
- Health and safety compliance
- Loss prevention strategies
- Claims management
- CRM administration
- Effective communication
- Relationship building
- Problem solving
- Resilience Under Pressure
- Team coordination
- Effective communication
- Problem solving
Languages
English
Proficient (C2)
C2
Afrikaans
First Language
Accomplishments
- Safety Coordinator of the Year 2011
Technical Proficiency
Salesforce, Workpool CRM, SAP, SAP BW, Primeeco, Silverstripe, Umbraco, Web Content Management, Microsoft Office 365 (Word, Excel, PowerPoint, Outlook), Workplace
Additional Information
Full pre-employment medical and drug screening clearance available, Available on request
Work Eligibility
Permanent New Zealand Resident
Education Certifications
Grade 12 / Year 13, 2003, First Aid, Firefighting, Safety Representative, Ethics Member, Full, Clean New Zealand Driver's License
Key Competencies
Claims Reinstatement, SLA & KPI Benchmark Tracking, Workflow Optimization, Vendor & Trade Coordination, Team Coaching & Mentoring, Delegation, Stakeholder Management, Performance Tracking, Health & Safety (HS Compliance), Loss Prevention, Governance, Risk Assessment, CRM Maintenance, Client Relationship Management, Advanced Communication, Resilience Under Pressure
References
References available upon request.
Timeline
Senior Case Manager & 2IC
AMI HOMEHUB
04.2025 - Current
Case Manager
AMI HOMEHUB
10.2023 - 04.2025
Adviser Support
APEX ADVICE GROUP
12.2022 - 10.2023
Relationship Manager
APEX ADVICE GROUP
08.2021 - 12.2022
Adviser & Business Support
LINK FINANCIAL GROUP
04.2021 - 07.2021
Personal Assistant to Managing Director / Administration Officer
LINK FINANCIAL GROUP
04.2019 - 04.2021
Administration Support
LINK FINANCIAL GROUP
05.2018 - 04.2019
Office Support Manager
NEWCO TECHNOLOGIES
10.2015 - 02.2018
Asset Protection Manager
BUILDERS WAREHOUSE – WALMART
07.2014 - 10.2015
Health & Safety Coordinator
SVA HOLDINGS
09.2007 - 07.2014