Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Mary Elisaia

Mary Elisaia

Auckland,AUK

Summary

Highly motivated ,enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.

My motto is provide product training and I will exceed both Company and Customer expectations!

Overview

22
22
years of professional experience

Work History

Sales Advisor

Youi Insurance NZ
04.2016 - Current
  • Selling insurance domestic lines insurance products to new and existing customers.
  • Provided expert product knowledge to customers, leading to informed purchasing decisions and increased satisfaction levels.
  • Increased sales by establishing rapport with customers and identifying their needs.
  • Cross selling to new and existing customers.
  • Listened to customer details and offered matching solutions to meet wide range of requirements.
  • Collaborated with team members to achieve monthly sales goals and improve overall performance.
  • Exceeded sales targets consistently through effective product demonstrations and persuasive communication skills.
  • Assisted customers with after-sales support, resolving issues quickly and maintaining high satisfaction levels.
  • Developed long-lasting client relationships by providing exceptional customer service.
  • Conducted regular follow-ups with clients, ensuring continued satisfaction and generating future business opportunities.
  • Contributed to a positive work environment by mentoring junior staff members on best practices in salesmanship, fostering a culture of continuous improvement.
  • Handled difficult situations professionally by addressing customer complaints and finding mutually beneficial solutions, preserving long-term relationships.
  • Managed approximately 15 calls per day always meeting minimum sales for the day.

Claims Consultant

Vero Insurance New Zealand
03.2014 - 03.2016
  • Frontline Claims lodgement for new claims
  • Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters.
  • Provided expert advice on coverage limits and exclusions, helping clients make well-informed decisions about their insurance needs.
  • Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
  • Negotiated favorable settlements for clients, maintaining a high success rate in claim resolutions.
  • Lodgement of New claims - Frontline claims consultant for partners through ANZ/National bank customers and support to our partners ie bankers
  • Followed up with customers on unresolved issues.
  • Analyzed information gathered by investigation and reported findings and recommendations.
  • Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.

Sales Support and Underwriting

Vero Insurance New Zealand/ Banking Partners
04.2011 - 03.2014
  • Facilitated smooth communication between sales executives and clients, ensuring timely responses to queries.
  • Developed strong client relationships through prompt communication and excellent service quality.
  • Boosted sales performance by providing efficient administrative support to the sales team.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
  • Ensured timely deliveries to clients'' satisfaction while maintaining clear communication channels between internal departments.
  • Sales and Underwriting support for ANZ Bank customers and Bankers for new business
  • Increased efficiency in sales operations, maintaining accurate records of contracts, proposals, and invoices.
  • Enhanced customer retention rates, implementing follow-up strategies after-sales transactions were completed.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Built relationships with customers and community to establish long-term business growth.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Underwriting insurance leads ( high risk ) for ANZ/National bank bankers/branch members
  • Exceeded KPI for minimum sales targets
  • Top Sales person of the year for 5 consecutive years
  • Highest Sales performance since start of employment

Telesales Representative

Vero Insurance New Zealand/CIS Partners
03.2005 - 04.2011
  • Telesales role selling domestic insurance products for our Consumer insurance specialist consumer groups/clubs members and associations such as Public Service Associations for Government workers/ RSA Returned service Association/VCC Vintage and Classic car club members.
  • Documented customer interactions and transactions, maintaining accurate records of all dealings.
  • Asked relevant questions to assist customers with selecting needed or requested products and services.
  • Educated customers on product and service benefits, explaining features and answering questions.
  • Always exceeding the required outbound and inbound calls per day.
  • Set up appointments with interested customers according to schedule availability.
  • Expanded client base through proactive prospecting and building strong relationships with potential customers.
  • Supported new team members in adapting to company processes quickly, serving as a mentor for best practices in telesales operations.
  • Promoted high-quality products confidently knowing they would meet customer''s expectations based on thorough research conducted beforehand.
  • Enhanced customer satisfaction by providing prompt and accurate responses to inquiries.
  • Minimized lost sales opportunities, following up on leads promptly and maintaining open lines of communication with prospects.
  • Supported team members in achieving shared goals, contributing to a collaborative work environment.
  • Built relationships with customers using strong persuasion and active listening skills.
  • Answered inbound telephone calls from interested customers to persuasively discuss offerings.
  • Increased sales by effectively identifying customer needs and presenting tailored solutions.
  • Overcame objections using friendly, persuasive strategies.
  • Strengthened brand reputation by delivering exceptional service during each interaction with clients.

Telemarketer

Telnet Services Limited
01.2002 - 03.2005
  • Outbound calling selling insurance payment protection plans for credit card holders
  • Completed daily cold calling and outreach to build sales pipeline.
  • Generated new leads through targeted cold calling efforts, expanding the company''s client base.
  • Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
  • Asked pertinent questions to understand customer requirements.
  • Built relationships with customers using strong persuasion and active listening skills.

  • Developed customized scripts for specific client needs, resulting in higher conversion rates.
  • Handled objections skillfully, guiding potential customers towards informed decisions about products or services offered.

Education

Certificate II - Business Administration And Computing Level 1 & 2

Best Training Limited
Auckland, NZ
06.2000

High School Diploma -

Samoana High School
Samoana High School
09.1996

Skills

  • Sales experience
  • Customer service experience
  • Building rapport
  • Objection handling
  • Upselling strategies
  • Cross-selling services
  • Cold-calling
  • Customer Service
  • Relationship Building
  • Product and Service Sales
  • Closing Techniques
  • People Skills

Accomplishments

  • Ranked #1 in Youi NZ for 4 consecutive years in a role!

Timeline

Sales Advisor

Youi Insurance NZ
04.2016 - Current

Claims Consultant

Vero Insurance New Zealand
03.2014 - 03.2016

Sales Support and Underwriting

Vero Insurance New Zealand/ Banking Partners
04.2011 - 03.2014

Telesales Representative

Vero Insurance New Zealand/CIS Partners
03.2005 - 04.2011

Telemarketer

Telnet Services Limited
01.2002 - 03.2005

Certificate II - Business Administration And Computing Level 1 & 2

Best Training Limited

High School Diploma -

Samoana High School

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Mary Elisaia