Mani Tuicakau
One Tree Hill,Auckland
Summary
Customer-focused professional with 5+ years of experience in technical support and insurance consulting. Proven track record of resolving complex customer issues, improving satisfaction scores, and collaborating with cross-functional teams. Highly adaptable with a passion for creative problem-solving and leveraging technology to drive results.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
2 Degrees/Vocus Group
09.2021 - 10.2022
- Assisted 100+ customers weekly in troubleshooting technical issues, achieving a 90%+ first-call resolution rate.
- Provided technical assistance to customers through phone, email and chat support.
- Collaborated with the escalation team to resolve unresolved inquiries, improving team efficiency.
- Managing multiple companies under the 2degrees network (Slingshot, Orcon, Flip).
Personal Insurance Consultant
State Insurance
04.2020 - 06.2021
- Quoted and calculated premium rates for policies, assisted customers in setting up new policies, and amending existing policies.
- Achieved high KPI's through clear communication and exceptional service.
- Cross-sold insurance products by effectively explaining features and benefits.
- Streamlined workflow processes, reducing policy setup time and improving overall team productivity
Customer Experience Ambassador
Brightside Insurance
02.2019 - 03.2020
- Managed 60-80 calls daily, assisting Australian Harvey Norman customers with raising and processing insurance claims
- Delivered clear troubleshooting steps, improving claim turnaround times and enhancing customer satisfaction.
- Liaised with repairers across Australia to ensure timely and accurate repair services for customers, coordinating between customers and service providers to resolve issues efficiently.
- Identified recurring customer issues and worked with management to streamline the claims process
Music Producer
Self Employed
12.2017 - Current
- Built a YouTube channel to 42,000+ subscribers through consistent music production and content marketing.
- Collaborated with artists worldwide, showcasing cross-cultural teamwork and project management skills.
- Prepared invoices, reports, memos, letters, financial statements, and other documents to maintain an organized filing system.
- Developed and implemented email marketing campaigns to increase customer engagement.
- Liaised with lawyers and managers across the globe to negotiate contracts, licensing terms, and ensure smooth, professional business operations.
Education
Diploma in Level 6 Systems Administrations -
Techtorium Institute of Information Technology
12-2017
Diploma in Level 5 IT Technical Support -
Techtorium Institute of Information Technology
12-2016
NCEA Level 3 -
One Tree Hill College
11-2015
Skills
- Customer Support: Handling inquiries via phone, email, and chat, achieving 95% resolution rates
- Tech Proficiency: CRM tools (Zendesk), Microsoft Office Suite, and IT troubleshooting
- Adaptability: Managed transitions between customer support, technical roles, and self-employment effectively
Timeline
Technical Support Representative
2 Degrees/Vocus Group
09.2021 - 10.2022
Personal Insurance Consultant
State Insurance
04.2020 - 06.2021
Customer Experience Ambassador
Brightside Insurance
02.2019 - 03.2020
Music Producer
Self Employed
12.2017 - Current
Diploma in Level 5 IT Technical Support -
Techtorium Institute of Information Technology
NCEA Level 3 -
One Tree Hill College
Diploma in Level 6 Systems Administrations -
Techtorium Institute of Information Technology
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