Jade Te Moana
Auckland,,New Zealand
Summary
Empathetic, friendly, and customer-focused professional with a strong ability to adapt and learn quickly. Known for excellent communication, problem-solving skills, and the ability to manage multiple tasks efficiently in fast-paced environments. Dedicated to providing outstanding service and creating positive experiences for others.
Overview
9
9
years of professional experience
Work History
Client Care Support
Partners Life
11.2024 - Current
- Handle inbound calls from advisers and clients, providing top-tier service across departments.
- Build rapport with customers to drive satisfaction and retention.
- Make outbound calls to retain business and resolve client concerns.
- Process administrative tasks, including policy updates and claims, accurately.
- Remediate policies and collaborate to resolve issues and improve processes.
- Provide expert knowledge of products and services to support clients and advisers.
- Efficiently manage competing priorities in a fast-paced environment.
Client Engagement Team Leader
Partners Life
09.2022 - 03.2024
- Managing day to day workflow and workflow reporting
- Supervising a team of seven including ongoing training and performance
- Overseeing all process and identifying areas for improvement
- Effective project management within selected timeframes
- Manage and drive the Team to achieve expected culture
- Taking responsibility to keep up to date with product knowledge, processes & changes
Senior Client Engagement Specialist
Partners Life
10.2020 - 09.2022
- 2IC to the manager in a retention team
- Mentored junior team members and managed employee relationships.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Implementation and maintenance of the Intranet knowledge base.
- Recruiting, training, and mentoring new and existing staff.
- Develop and maintain relationships with customers.
- Internal escalation point for complaints management.
- Proactive review of processes to identify improvements.
Client Engagement Specialist
Partners Life
11.2019 - 10.2020
- Offer customer centric solutions for clients struggling with arrears
- Provide limited advice to tailor policies and payments to meet client needs
- Contact customers from the client base to conduct surveys to provide feedback for the business
- Identify and problem solve any potential issues and proactively address them
- Keep up to date with internal products to ensure policies and processes adhere to guidelines
Policy Servicing Specialist
Partners Life
04.2018 - 11.2019
- Process complex alterations including coordinating & compiling weekly reports
- Generate GST tax invoices/statements
- Training and mentoring new staff
- Ensure customer feedback is handled and reported in line with process
- Provide operational support to client-facing brokers
Policy Servicing Administrator
Partners Life
10.2017 - 04.2018
- Process administration and inbound client queries quickly and accurately
- Record keeping within life administration systems
- Outbound calling & policy maintenance
- Develop and maintain relationships with internal and external customers
- General office support and administration tasks
Health Management Co-Ordinator
NZProvide
04.2017 - 10.2017
- Establish and improve procedures to maintain a high level of quality
- Maintenance of NZProvide database & effective monitoring systems
- Implement a range of consultancy services available for clients
- Liaise with providers and clients on processes as per their contract requirements
- Co-ordinate the approval of non-compliant invoices and errors to be resolved
- Training and mentoring new staff/training clients on in-house systems
Referrals Administrator
NZProvide
02.2016 - 04.2017
- Support and assist Referrals Managers
- Compile reports via Microsoft Office Excel
- Book appointments with clients & providers and manage their queries
- Raise and progress purchase orders
- Coordinate and manage projects to support new initiatives
- General office support (taking minutes, reception cover, answering calls)
- Various administration tasks (photocopying, faxing, filing, scanning, incoming post)
Education
Some College (No Degree) -
Workshops And Courses
Certificate of Proficiency - Medical Terminology
AUT University
01.2020
Some College (No Degree) - Merit Endorsement NCEA Level 1, 2 & 3
Whangaparaoa College
12-2015
Skills
- Customer service
- Microsoft Office skills
- Technology proficiency
- Software applications proficiency
- Complaint resolution
- Decision-making
- Multitasking and organization
- Calm under pressure
- Relationship management
- Interpersonal communications
Accomplishments
- Finalist for Employee of the Year 2022 & 2023
- Employee of the month February 2018, February 2019 & October 2021
- Nominated Employee of the Year 2020 & 2021
- 6 employee of the month nominations 2018 - 2020
- Finalist for Customer Service Excellence in 2016
References
- Akta Patel, Policy Servicing Manager, Partners Life, +6421 163 3550
- Jessica Seitz, Client Engagement Team Leader, Partners Life, +6422 596 7726
- Sheridan Sissnet, Client Care Manager, Partners Life, +6427 530 5171
Timeline
Client Care Support
Partners Life
11.2024 - Current
Client Engagement Team Leader
Partners Life
09.2022 - 03.2024
Senior Client Engagement Specialist
Partners Life
10.2020 - 09.2022
Client Engagement Specialist
Partners Life
11.2019 - 10.2020
Policy Servicing Specialist
Partners Life
04.2018 - 11.2019
Policy Servicing Administrator
Partners Life
10.2017 - 04.2018
Health Management Co-Ordinator
NZProvide
04.2017 - 10.2017
Referrals Administrator
NZProvide
02.2016 - 04.2017
Some College (No Degree) -
Workshops And Courses
Certificate of Proficiency - Medical Terminology
AUT University
Some College (No Degree) - Merit Endorsement NCEA Level 1, 2 & 3
Whangaparaoa College
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