Josephine Marearai
2/7 Greta Street, Glenview
Summary
With a robust background at the Accident Compensation Corporation, ACC, I excel in delivering exceptional customer service and crafting tailored recovery plans. My journey from Customer Host to Recovery Coordinator showcases my adaptability and strong organizational skills. I've led initiatives improving customer satisfaction and recovery outcomes, embodying teamwork and problem-solving prowess. Equipped with these strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive outcome. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
7
7
years of professional experience
Work History
Recovery Assistant/Recovery Coordinator
Accident Compensation Corporation, ACC
03.2021 - Current
- Proactive engagement with client's, understanding their individual recovery needs and tailoring an appropriate rehabilitation plan to meet those recovery needs.
- Coordinating recovery plans by engaging with different stakeholders involved in recovery, ensuring the appropriate interventions or supports are implemented at the right time for the best recovery outcome.
- Managing a caseload effectively, ensuring timely actions and follow ups are provided to clients. This involves strong organisational skills, prioritising and great time management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Holding a level 2 position within this role, I have been able to provide peer support for both old and new tenure, delivering and facilitating learning materials for knowledge capabilities. Multiple periods of Acting Team Lead, providing support and guidance to my peers with actively listening to concerns and finding appropriate middle ground.
- Taking personal accountability for achieving team performance target for recovery outcomes by addressing areas of concerns and suggestion for improvements.
Recovery Administrator
Accident Compensation Corporation, ACC
06.2020 - 03.2021
- Provided administration support across the Client Service Delivery sectors. This involved proactive engagement, cooperation and collaboration with colleagues to ensure client support were provided in a timely, accurate, appropriate and seamless manner.
- Assisting with administration task for either cover or support assessments to deliver the right support, at the right time and in the right way
- Progressing into a Level 2 role, I was able to assist with more complex or specialised administration tasks, supporting clients with more complex or vulnerable needs.
- Was able to lead projects aligned with continuous improvement for customer experience which allowed me to present, influence and mentor roll out of improved processes within Administration Function.
Customer Host
Accident Compensation Corporation, ACC
11.2019 - 06.2020
- Provided exceptional customer service to client's who visited branch for in person claim support
- Delivered office and general administration services to support operational effectiveness across Client Service Delivery.
- Coordinated and organised internal and external stakeholder meetings within the facility.
Senior Customer Experience Representative
Accident Compensation Corporation, ACC
02.2018 - 11.2019
- Assisting with client inquiries ensuring a first contact resolution which also included working alongside internal staff and all stakeholders to ensure client needs were met
- Building rapport with clients to develop a trusting relationship at first contact.
- As a Senior Customer Experience Representative, this had additional responsibilities like that of helping train/mentor new staff, and on floor support to enhance their capabilities.
- Provided Team Leader support by facilitating and leading team meetings, assisting with leading new initiatives and business feedback to provide a positive influence amongst my peers.
Education
NCEA Level 1-3 With Merit Endorsements -
Mount Roskill Grammar School
Auckland, NZ03-2013
Skills
- Exceptional customer service
- Strong verbal, written and clear communication
- Excellent time management
- Strong organisational and work prioritization
- Problem solving and robust decision making
- Teamwork and collaboration
- Positive attitude and resilience
- Adaptability and flexibility
- Sound judgement
- Active listening
- Relationship building
Timeline
Recovery Assistant/Recovery Coordinator
Accident Compensation Corporation, ACC
03.2021 - Current
Recovery Administrator
Accident Compensation Corporation, ACC
06.2020 - 03.2021
Customer Host
Accident Compensation Corporation, ACC
11.2019 - 06.2020
Senior Customer Experience Representative
Accident Compensation Corporation, ACC
02.2018 - 11.2019
NCEA Level 1-3 With Merit Endorsements -
Mount Roskill Grammar School
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