Jenny Fanyan Liu
Forrest Hill,Auckland
Summary
Dedicated and customer-focused professional with experience in the customer service industry, currently serving as a Customer Service Representative at AIA NZ. Proficient in managing complex customer inquiries across multiple platforms and delivering exceptional service in a fast-paced, digital-first environment. Passionate about leveraging strong communication skills and digital fluency to enhance the customer experience, with a focus on proactive problem-solving and continuous improvement.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
AIA New Zealand
, Auckland
08.2023 - Current
- Provide first-point contact for customers and advisers, delivering top-tier support on life and medical insurance inquiries.
- Handle inquiries via phone, email, and digital channels, maintaining a strong customer-first attitude.
- Collaborate with internal departments to resolve complex queries, ensuring a seamless customer experience.
- Contribute to process improvement initiatives, streamlining workflows to enhance efficiency.
- Guide customers through the claim lodging process, ensuring clarity and a smooth experience.
- Actively manage customer expectations and ensure compliance with company policies and regulations.
Payroll Specialist
Everbright and Sun Life Insurance
, China
09.2019 - 03.2023
- Responded to employee inquiries regarding payroll discrepancies and adjustments.
- Maintained confidential employee records and payroll documentation securely.
- Coordinated with HR to update employee status changes in the payroll system.
- Assisted in preparing payroll reports for management review each pay period.
- Reviewed time sheets for accuracy and compliance with company policies.
Education
Bachelor of Arts - Statistics And TESOL
University of Auckland
Auckland, NZ12-2015
Skills
- Advanced Written Communication: Skilled at delivering clear, concise, and empathetic responses to customers across digital channels (phone, email, social media)
- Digital Fluency: Proficient in navigating various digital platforms and tools, with experience in managing customer inquiries via online forms, social media, and digital support channels
- Customer Service Excellence: Expertise in building rapport and resolving issues promptly, consistently maintaining high customer satisfaction scores (CSAT)
- Problem Solving & Strategic Thinking: Ability to handle complex inquiries and identify emerging trends to enhance the overall customer experience
- Emotional Intelligence: High level of empathy and customer-first mindset, with the ability to manage sensitive situations professionally and effectively
- Stakeholder Management: Strong collaboration skills with internal teams to resolve issues and improve service delivery
- Attention to Detail: Ensures accuracy in all communications and compliance with service standards
Timeline
Customer Service Representative
AIA New Zealand
08.2023 - Current
Payroll Specialist
Everbright and Sun Life Insurance
09.2019 - 03.2023
Bachelor of Arts - Statistics And TESOL
University of Auckland
Similar Profiles
Karin FoordKarin Foord
Senior Operational Risk Manager at AIA New ZealandSenior Operational Risk Manager at AIA New Zealand
Summer IkitoelagiSummer Ikitoelagi
Corporate Solutions Technical Specialist at AIA New ZealandCorporate Solutions Technical Specialist at AIA New Zealand
Arun MagoArun Mago
Sales Consultant at AIA New ZealandSales Consultant at AIA New Zealand
Champa Damayanthi Indiketiya HewageChampa Damayanthi Indiketiya Hewage
Reliever Teacher at Massey childcare centreReliever Teacher at Massey childcare centre
Bailey CroftBailey Croft
Picker and Processer at GilmoursPicker and Processer at Gilmours