Christina Naidu
Auckland,AUK
Summary
Development Specialist with over 10 years of sales experience. Extensive knowledge in employee training and effectively developing strategies to meet staff development needs.
Overview
11
11
years of professional experience
Work History
Advice and Quality Development Specialist
Partners Life
12.2022 - Current
- Enhanced team performance by developing and implementing effective coaching strategies such as role-playing, team exercises, videos and presentations.
- Identify training needs and develop content while evaluating existing programmes.
- On-going development of training procedure guides and course materials.
- Conduct scheduled coaching derived from live call listening and monitoring of pre and post meeting tasks. Focus on self-awareness of coached to drive change.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future training.
- Work closely with the QA and Leadership team to support quality assurance activity. Includes providing corrective coaching to advisers when needed.
- Promoted culture of continuous improvement by initiating regular training feedback loops.
- Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
Personal Insurance Capability Manager
BNZ
01.2022 - 12.2022
- Design, plan, organise and facilitate induction programme for new hires.
- Provided one-on-one mentoring to help individuals reach their full potential within BNZ as an insurance adviser.
- Conduct scheduled coaching derived from live call listening and monitoring of pre and post meeting tasks. Focus on self-awareness of coached to drive change.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided coaching and mentoring to employees.
- Work closely with the QA and Leadership team to support quality assurance activity, including providing corrective coaching to advisers when needed.
- Conduct scheduled coaching derived from live call listening and monitoring of pre and post meeting tasks. Focus on self-awareness of coached to drive change.
Personal Insurance Specialist
BNZ
01.2020 - 12.2021
- Delivering a high standard of customer service, ensuring our customers understand BNZ's life insurance products and outlining the benefits it provides.
- In-depth knowledge of BNZ systems and processes to help provide the appropriate recommendations based on our customers personal needs.
- Participated in ongoing professional development with my leader and coach to continuously enhance product knowledge and advisory skills.
- Conducted thorough policy reviews, identifying gaps in coverage and recommending suitable adjustments.
- Increased customer loyalty through regular communication touchpoints, addressing concerns proactively before policy renewal periods.
- Mentored junior advisors, sharing best practices to improve overall team performance.
- Consistently meeting BNZ's KPI targets.
Banking Adviser
BNZ
12.2015 - 01.2020
- Helping customers through Financial Health Checks
- Through a broad but in-depth conversation with our customers, I was able to propose the right BNZ products to best meet their needs: this includes everyday banking, home lending, personal lending, protection and kiwisaver.
- Increased client satisfaction by providing personalized banking solutions and financial advice.
- Educated customers on digital banking platforms, encouraging adoption of online services for convenience and efficiency benefits.
- Strengthened customer relationships through timely follow-ups and proactive communication.
- Developed strong rapport with clientele through active listening skills and empathetic understanding of their financial concerns.
- Conducted comprehensive financial reviews to identify clients'' needs and recommend appropriate solutions.
Team Leader
2evolve
06.2015 - 09.2015
- Understand Key Performance Indicators in the reporting and communicate these clearly to the team
- Conduct regular monitoring, coaching and feedback of team results and performance
- Drive the team to achieve individual and team targets
- Maintain good communication with the team so they know they are supported.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Supervisor/Team Leader Manager
One Contact
03.2013 - 06.2015
- Managing multiple teams (inbound and outbound) and their performance
- Coaching, training, motivating, and encouraging agents to help them meet their KPI’s
- Taking on escalated calls that agents can’t handle
- Review weekly stats and analyze/think of ways to increase sales
- Present weekly breakdowns to the Operations Manager.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
Education
New Zealand Certificate in Financial Services - Level 5 Life, Disability, And Health Insurance
Strategi Institute
Auckland11.2023
Bachelor of Arts - Typography And Design
Whitireia Polytechnic
Wellington, NZ03.2012
Skills
- Strong belief in constant self-improvement
- Training facilitation
- Adaptive Learning
- Monitoring and Evaluation
- Sales expertise
- Clear Communication
- Effective Communication
- Lead by example (Consistent Performance)
- BNZ – Whakatauki Awards: Excellence for Customers
- One Contact – People’s Choice Award: Supervisor of the Year
References
Available on request
Timeline
Advice and Quality Development Specialist
Partners Life
12.2022 - Current
Personal Insurance Capability Manager
BNZ
01.2022 - 12.2022
Personal Insurance Specialist
BNZ
01.2020 - 12.2021
Banking Adviser
BNZ
12.2015 - 01.2020
Team Leader
2evolve
06.2015 - 09.2015
Supervisor/Team Leader Manager
One Contact
03.2013 - 06.2015
New Zealand Certificate in Financial Services - Level 5 Life, Disability, And Health Insurance
Strategi Institute
Bachelor of Arts - Typography And Design
Whitireia Polytechnic
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