Daniel R Mawson
Auckland,North Island
Summary
My passion is people and language. I love diversity, and favor a multicultural work environment as I am a people person with great respect for others. I envision a customer service/sales environment is a perfect environment to enhance my creative skills and training abilities together. I ultimately wish to aspire to have a dynamic and "project oriented" career working with a variety of specialists. I see myself as an "enthusiastic worker and team player with strong business acumen, who works well under pressure and can adapt to any situation.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Sales Consultant
Salmat
Penrose, Auckland
10.2013 - Current
- Responsible for providing training and support for a team of 21 Business Agents Provided daily data analysis to the team and management Prioritised workloads in order to meet the service levels.
- Excellent Retention rate for retaining of existing customers Effectively dealt with all escalations in a professional and friendly manner.
- Followed through on calling the clients back within a prompt and timely manner.
- Prioritized work according to business importance.
- Ensured business rules and procedures are adhered to.
- Filled in for the Team Leader when they were away.
- Responsible for Call Quality/TQM's including feedback to Agents Responsible for Adherence and Exception reporting Assisting in providing escalating assistance to other teams and feedback provided to their managers Bronze Oscar Award Winner - for Managing the Business Team.
- Attended monthly sales meetings and quarterly sales trainings.
- Consulted with businesses to supply accurate product and service information.
- Kept detailed records of daily activities through online customer database.
Business/Consumer Sales and Service Consultant
Salmat
Penrose, Auckland
03.2012 - 10.2013
- Responsible for providing clear and concise information while tailoring solutions for the business and consumer sector.
- Prioritised workloads in order to meet the service levels.
- Intermediate level of understanding of the in-house business operation's system.
- Preformed data entry and general office duties.
- Excellent customer service skills, showing empathy to the customer and being warm and approachable.
- Effectively dealt with all escalations in a professional and friendly manner.
- Acknowledged with 15 Sales Agent of the week Followed through on calling the clients back within a prompt and timely manner.
- Recognised Multiple times as an "Agent of the Week in both Consumer and Business Campaigns.
- Personally responsible for carrying out other reasonable tasks as required by the Team Leader.
- Prioritized work according to business importance.
- Advanced Knowledge of the Vodafone products and services.
- Ensured business rules and procedures are adhered to.
- Performed additional duties at a senior agent level, when requested by the Team Leader Broker Support - Marsh Insurance Brokers.
- Built relationships with customers and the community to promote long term business growth.
Broker Support
Marsh Insurance Brokers
Takapuna, Audckland
12.2010 - 02.2012
- Communicated directly with clients and Insurance companies.
- Handled queries from both external customers and internal calls.
- Dealt with internal calls, post and email enquires promptly.
- Personally responsible for all aspect of processing commercial Insurance policy documentation within a timely manner.
- Worked closely with underwriters and other insurance departments to provide quotes and terms while working within the agreed guidelines.
- Personally responsible for maintaining client files with clear and concise information.
- Advanced experience in using internal software as well as Microsoft office.
- Proactive in taking on additional responsibilities during the Christchurch earthquakes.
- Completed a 2 month secondment as a personal insurance broker and advisor, while undertaking my current role.
- Intermediate knowledge of commercial insurance policies.
- Maintained a high level work ethic, while making sure everything was correct the first time.
Sole Charge Chef
Dolce Vita
Pt Chevalier
06.2009 - 12.2010
- Assisted the manager to create new menu ideas to create a seasonal menu.
- Cleaned kitchen and washed and cleaned kitchen utensils and equipment in accordance to the Sliver A rating given by the Auckland City Council.
- Executed dishes using various cooking methods such as Grill, Cook, Bake, Microwave, Fry, and Toasting Machines.
- Take orders from customers and cook foods requiring short preparation times, according to customer requirements.
- Responsible for complying with the Health and safety/Hygiene policies and procedures, while ensuring personal responsibility for my own health and hygiene.
- Excellent customer service skills, showing empathy to the customer and being warm and approachable.
- Effectively dealt with all complaints in a professional manner.
- Responsible for the purchase of mise en plus material.
- Created food products for international export.
- Assisted with front of house when required.
- Responsible for upgrading hygiene standards from a B to a Sliver (A rating given by the Auckland City Council).
- Answered telephone calls and responded to inquiries.
- Checked temperatures of freezers, refrigerators, and heating equipment to ensure proper functioning
- Cleaned and sterilized equipment and facilities
- Trained kitchen staff on proper use of equipment, food handling, and portion sizing.
- Drove food costs down by 33% by effectively improving inventory procedures and reducing spoilage levels.
Prior Approval Consultant
Southern Cross Healthcare
Auckland
09.2007 - 05.2009
- Advanced understanding of Southern Cross Policies and understanding of the prior approval process Provided accurate information pertaining to plan coverage, ACC coverage Clearly relayed the information clearly and accurately to the member relating to the claiming process.
- Provided a high standard of professionalism with the Members, shareholders and team members.
- Followed through on calling the members back within a prompt and timely manner.
- Responsible for complying with the Health and safety policies and procedures, while ensuring personal responsibility for my own health and safety as well as others.
- Prioritised workloads in order to meet the service levels.
- Organized and directed a social event which comprised of over 400 staff.
Claims Consultant
Lumley Insurance
Auckland
03.2005 - 09.2007
- Responsible for initiating claims settlement either by arranging for a specialist (loss adjuster, etc) to visit the claimant, arranging for some other action to be taken, and approving expenditure by the client to mitigate the cost of the claim.
- Including liaising with internal and external specialist resources.
- Personally responsible for decreasing the fast track reviews turn around from approximately 20 days to up to date.
- Prioritized work according to business importance.
- Excellent customer service skills, showing empathy to the customer and being warm and approachable.
- Intermediate level of under standing of the in-house business operation's system.
- Preformed data entry and general office duties.
- Streamlined work processes to reduce time for the processing of clients claims in a fast and friendly manner.
- Carried out the implementation and control of all routine and complex claims as required.
- Ensured the appropriate claim handoff to the recoveries function occurs.
- Ensured the handling of routine and complex claims is in accordance with the claims process.
- Actioned continuous improvement initiatives.
- Ensured business rules and procedures are adhered to.
- Embraced and encouraged change initiatives.
Claims Officer
IAG Insurance
Christchurch
06.2003 - 03.2005
- Excellent customer service skills, showing empathy to the customer and being warm and approachable.
- Ensured the continuity of the claims process for claims allocated to Claims Negotiator and Technician team.
- Responsible for initiating claims settlement either by arranging for a specialist (loss adjuster, etc) to visit the claimant, arranging for some other action to be taken, and approving expenditure by the client to mitigate the cost of the claim.
- Including liaising with internal and external specialist resources.
- Experimented with work procedures and challenges them with new ideas and approaches.
- Proactively contributed to achieving required customer satisfaction levels by responding to customer queries or referring the call to a staff member who can answer the query promptly and efficiently.
- Personally responsible for carrying out other reasonable tasks as required by the Claims Team Leader.
- Well organized - meets deadlines & commitments even when interrupted.
- Followed and complied with all standard procedures for work tasks.
- Prioritized work according to business importance.
- Used a logical process or framework when completing tasks.
Sales and Service Consultant
IAG Insurance
Auckland
11.2001 - 03.2003
- Carried out sales and marketing of personal insurance products.
- Ability to provide excellent customer service.
- Full understanding of the team's goals and business units and successfully achieving them.
- Intermediate competency in understanding the Insurance Sector/Insurance Acts.
- Accurately answered questions and actions requests requiring a intermediate understanding of Policy Wordings/Coverage/Underwriting/Claims and Insurance Acts.
- Built and maintained client - company relationships within the Sales and Service division.
- Devised strategies to maintain and excess sales targets, which saw my achieved targets increase by 300%.
- Experimented with new ideas and approaches, by working as a team and being apart of the innovation team.
- Worked pro-actively to improve the image and outcomes of the company within the marketplace.
- Ascertained 6 customer Service compliments from customers, for excelling in customer service.
- Assisted with the training and mentoring new Sales Consultants.
- Seconded for 6 months to Contact Centre Night Supervisor, which saw me responsible for the daily function of the contact centre including but not limited to attendance, policy compliance and scheduling of adequate coverage to ensure customer's Insurance Policies are addressed in a timely manner and ensure that all department key performance indicators including telephone metrics are met.
Education
High School Diploma -
Elizabeth City High School
1996
Skills
- Motivated team player
- Excellent communication skills
- Reliable
- Flexible
- People-oriented
- Energetic and driven
- Positive outlook
- Resolution-oriented
- Strong interpersonal skills
- Sales proposal creation
- Skilled in call center operations
- Customer interface expertise
- Multi-line phone operation proficiency
- Exceptional workflow management
- Adheres to customer service procedures
- Management collaboration
- Goal-oriented
- Positive and upbeat
- Analytical problem solver
- Advanced Salesforcecom user
- B to B sales
- Extensive personal network
- Decisive
- Accomplished manager
Interests
Camping, fishing, sleeping, cooking, meeting new people, reading, movies, camping, spending time with family and friends, computing, hiking, karaoke
Certification
Sales and Service of the week - Multiple times
Oscar Winner - For going over and above, while managing a team
Additional Information
- HOBBIES Camping, fishing, sleeping, cooking, meeting new people, reading, movies, camping, spending time with family and friends, computing, hiking, karaoke.
Timeline
Senior Sales Consultant
Salmat
10.2013 - Current
Business/Consumer Sales and Service Consultant
Salmat
03.2012 - 10.2013
Broker Support
Marsh Insurance Brokers
12.2010 - 02.2012
Sole Charge Chef
Dolce Vita
06.2009 - 12.2010
Prior Approval Consultant
Southern Cross Healthcare
09.2007 - 05.2009
Claims Consultant
Lumley Insurance
03.2005 - 09.2007
Claims Officer
IAG Insurance
06.2003 - 03.2005
Sales and Service Consultant
IAG Insurance
11.2001 - 03.2003
High School Diploma -
Elizabeth City High School