KASANITA TU’IANO
Christchurch,Woolston
Summary
Personal Statement A passionate and innovative young professional with over eight years of invaluable experience working in busy and demanding customer service environments. A passion for continuous learning and professional development. A highly organised and efficient individual, whose thorough and precise approach has yielded excellent results. I have the motivation and willingness to make a positive difference as a proactive team member and so, I am seeking to expand my skills in a challenging and varied position that will enable me to capitalize on my experience, with opportunities for personal growth as well as helping others grow around me.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
MSD
04.2022 - Current
- Listening empathetically and gathering information from clients using open ended questions and active listening skills to understand their unique needs and assess which products and/or services would be the most appropriate
- Recognizing fraudulent activity and following the appropriate MSD guidelines accordingly
- Maintaining up to date information on MSD products and services as well as wider social service providers to ensure clients are aware of all the services available to them in their own communities
- Detailed knowledge and experience in identifying, processing and maintaining benefits to ensure clients get all the available assistance to meet their needs
- Processing, updating and managing client information
- Culturally aware, and uses an open, courteous and empathetic manner in all interactions to build trust and rapport with clients and ensure they are listened to and understood.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Claims Consultant/Case Management
IAG Insurance
07.2020 - 03.2022
- Managing claims in accordance with IAG Policies and ICNZ guidelines
- Making claim decisions in an informed and confident manner
- This includes making liability assessments, claim acceptance and settlements to customers
- Consultant with clients on complex losses, providing guidance and assistance with emphasis on claims preparation, submission, and resolution
- Recognizing fraudulent claims and preventing leakage
- Working knowledge of road law and the Land Transport Act 2004
- Identifying issues with claims and thinking critically to develop solutions
- Making payments to clients, repairer’s and finance companies
- Mediating between clients, other insurance companies and loan-financing companies in a timely and effective matter
- Taking inbound and making outbound calls
- Competent in the use of CC8, Exigen, Amigo and Huon systems.
Advanced Retail Professional
Adidas
03.2018 - 01.2020
- Greeting customers and providing solutions to their queries
- Manager in charge, managing staff and store
- Operating POS systems to complete sales
- Assisting customers with advice on products and procedures
- Managing incoming and outgoing calls
- Banking duties that included cashing up tills in the store for opening and closing
- Answering phones and answering queries about stocked products
- Planned and implemented advertising campaigns and branding strategies
- Training new team members on POS systems, stock processes and more
- Performing returns and exchanges
- Administration
- Managed stock ordering, basic accounting for the store
- Dispatching deliveries and liaising with delivery drivers
- Attending to phone calls
- Responding to supplier enquiries through email
- Filing
- Business correspondence
- Banking
- Using Microsoft Office programmes
- Maintaining office records
Sales representative
Champions of the World
05.2016 - 01.2018
- Operated a cash register for cash, check and credit card transactions
- Priced merchandise, stocked shelves and took inventory of supplies
- Alerted customers to upcoming sales events and promotions
- Welcomed customers into the store and helped them locate items
- Manager in charge
- Merchandising product displays in store
Picker/Packer
Kathmandu Distribution Centre
11.2013 - 04.2016
- Picking and packing orders for the retail stores as well as online orders for customer’s
- Dispatching deliveries and liaising with delivery drivers
- Making daily targets
Education
Diploma - Business
ARA Institute of Canterbury
Level 1 & 2 NCEA - undefined
Mt Roskill Grammar School
Skills
- Customer service
- Active Learner
- Written and verbal communication
- Empathetic
- Resilient
- Organised
- Multitasking
- Client empowerment
- Decision making
- Complex problem solving
- Time management
- Clifton Strengths
- Achiever
- Responsibility
- Futuristic
- Discipline
- Restorative
- Multi-Line Telephone Operation
- Active Listening
- Calm and Professional Under Pressure
- Call Controlling
- Issue and Complaint Resolution
Additional Information
Top 5 Clifton Strengths
· Achiever
· Responsibility
· Futuristic
· Discipline
· Restorative
Timeline
Customer Service Representative
MSD
04.2022 - Current
Claims Consultant/Case Management
IAG Insurance
07.2020 - 03.2022
Advanced Retail Professional
Adidas
03.2018 - 01.2020
Sales representative
Champions of the World
05.2016 - 01.2018
Picker/Packer
Kathmandu Distribution Centre
11.2013 - 04.2016
Diploma - Business
ARA Institute of Canterbury
Level 1 & 2 NCEA - undefined
Mt Roskill Grammar School
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