Olivera Vasic
Provident Insurance
Auckland,AUK
14
years of professional experience
Insurance Consultant with strong expertise in building client relationships and driving sales growth. Known for effective team collaboration and adaptability to changing market needs, ensuring consistent achievement of results. Equipped with excellent communication skills, problem-solving abilities, and customer-focused approach.. Persuasive communicator with personable style.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Work History
Insurance Consultant
4 Years 3 Months- Main responsibilities of this role are supporting Provident Insurance's growing range of insurance product
- The role involves managing processes around sales, retention, renewals and cancellations and responding to policy holder and distribution partner enquiries
- Ensure prompt and professional service to all clients at all times and provide expert advice as required on a timely basis
- Ensure a positive overall perception of the company through intermediary clients, policy-holders and service providers
- Improved operational efficiency within the company by streamlining workflows, automating tasks, and leveraging technology where appropriate.
- Collaborated with underwriters to negotiate favourable terms for clients, ensuring optimal insurance plan offerings.
- Oversaw account management activities including billing inquiries, policy adjustments, and renewals to maintain high levels of client satisfaction.
- Calculated premiums and established payment methods for sales.
- Finalized sales and collected necessary deposits.
- Conducted annual reviews of existing policies to update information.
- Collected premiums on or before effective date of coverage.
Emergency Assistance Coordinator
4 Months- Main responsibilities of this role are to receive and process all inbound calls within the service and quality standards
- Assess incoming calls and provide specific corrective action as appropriate and in accordance with procedures manual, client guidelines and policy or as directed by the team manager
- Accurately record all information into database programs, create and maintain the file to client and First Rescue quality standards.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Developed comprehensive training materials for new staff, leading to quicker onboarding and higher initial productivity levels.
Recruitment / Client Coordinator
3 Months- Working within a HAYS Recruitment onsite team to deliver objectives set out by client - IAG Insurance
- Duties involved candidate sourcing and phone screening, running group interviews in the assessment centre format, conducting 1-1 role play assessment and 1-1 interview with candidates; candidate database administration in One Touch, Snap Hire and Success Factor and compliance follow up.
- Maintained detailed documentation of all client interactions, allowing for seamless handoffs between team members when necessary.
- Provided comprehensive administrative support to the team, enabling efficient functioning and timely deliverables.
Design Programme Coordinator - Pre Construction
3 Months- Company Overview: At Piritahi we deliver groundwork in neighbourhoods across Auckland
- The Design Programme Coordinator provides support to the Design Manager, Discipline Manager- Land remediation, Operations Manager and Discipline Manager Planning & Environment across number of projects to ensure the Alliance and its teams collaborate to deliver the programme outcomes in an effective way
- In practical terms this means monitoring, assisting in managing and reporting on scope, cost, quality and programme across a number of projects from inception to closeout
- At Piritahi we deliver groundwork in neighbourhoods across Auckland
- Entered data, generated reports, and produced tracking documents.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
Customer Experience and Outbound Sales Team Leader
6 Months- Company Overview: Safety 'n Action is New Zealand's leading provider of Health and Safety training and advisory services
- The role oversees and directs the Customer Service team and Outbound Sales team in their day to day activities, ensuring accurate information is being distributed to customers in a timely and professional manner and building key relationships, growing company sales revenue by bringing in customers and developing repeat business
- Responsible for a team of 3 Customer Service Administrators, 2 outbound sales and 1 Online Learning Administrator
- Built strong team by recruiting and developing top sales talent.
- Expanded company customer base and cemented market presence by implementing strategic sales plans.
- Boosted sales performance by implementing effective team training and coaching strategies.
- Forecasted sales to management and collaborated to build effective sales team.
- Conducted quarterly reviews of each team member''s progress towards achieving established goals, providing constructive feedback as needed.
- Coordinated regular trainings on product updates or new offerings so that the entire sales force stayed informed about current industry developments.
- Analyzed market trends and competitor activity to identify new business opportunities for the team.
Head of Service Delivery
1 Year 4 Months- Promoted to a Head of service Delivery based on measurable NPS initiative outcomes, management skills and effective resolution of challenges across service delivery department
- Key Achievements: Implemented SOPs and staff training to increase NPS score from -6 to +60; Implemented Case management System in Salesforce to improve case resolution efficiency and workflow; Implemented staff mentoring and development to increase staff engagement from 4.2 to 7.4; Created and delivered staff Induction and training content and procedures
- Guided team members through challenging situations using empathetic leadership skills, fostering resilience amongst staff during periods of change or uncertainty.
- Fostered a collaborative work environment, encouraging open communication and teamwork among staff members.
- Successfully resolved complex customer issues, ensuring client satisfaction and maintaining company reputation.
- Championed best practices and knowledge-sharing within the department, promoting a culture of continuous improvement and professional growth.
- Evaluated existing technology infrastructure and implemented upgrades as needed to support efficient service delivery and data-driven decision making.
- Managed cross-functional teams to ensure seamless delivery of services across multiple departments.
- Reduced employee turnover rate by developing comprehensive training programs for new hires and ongoing professional development opportunities.
- Analyzed service reports to identify areas of improvement.
Service Delivery Team Lead
3 Months- Day to day duties include People Management and Leadership, Operations, Relationships management with business stakeholders, effective workforce planning and change management considering all people, process and system impacts
- Tasks: Entrusted to optimize go to market processes, including customer on-boarding, customer success management and customer retention
- Implementation, tracking and reporting on key customer success metrics
- Ensure collaboration between Sales and Service Delivery departments to achieve shared goals
- Worked proactively with sales representatives to understand customer needs.
- Optimized resource allocation by analyzing operational data and adjusting staffing levels according to demand fluctuations.
Customer Services Team Leader
9 Months- Company Overview: A privately owned radiology company
- A key member of the operations team in a privately owned radiology company, responsible for achievement of high service standards, managing a team of 14 customer service staff, in line with company's core values
- The key focus of the role is to manage service delivery on daily basis in leadership, quality and health and safety
- Key Achievements: Successfully built a sustainable relationship with customers, going the extra mile in all conversations; Implemented scripts to increase first call resolution and decrease patient wait time in the queue; Introduced Service Level objective as part of agent Performance review
- A privately owned radiology company
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Reviewed associate performance to identify training needs.
- Streamlined call center operations for increased efficiency through effective team leadership and training initiatives.
Customer Service Team Leader
5 Years- Responsible for managing reception staff and systematizing reception processes, programme development, information and advertising, sale of memberships, products and services, while maintaining the centers database
- Tasks: Scoping, testing, designing and implementation of projects
- Developing revenue generating Recreation programmes for AUT students and staff across three university campuses
- Implementation of quality assurance to monitor key result areas and performance
- Relationship building that extends to external stakeholder and internal parties
- Proven sales track record; regularly converting inquiries into membership sales
Education
ANZIIF New Zealand Compliance For Advisers
Foundation Certificate in Insurance
Web Design Certificate
Event Management
Brig Myers Personality Testing
Team Leader Toolbox - Facilitating Your Team
Team Leader Toolbox - Getting the Work Done
Bachelor of English Language, Literature and Culture
Skills
Microsoft Office Suite
Agile Project Management
Financial Reporting
Data Management
Technical Aptitude
Client Relationship Management
Internal & External Stakeholder Management
Ability to Multitask
Digital Marketing
Emotional Intelligence
Goal oriented
Timeline
Insurance Consultant
Provident Insurance
07.2022 - CurrentRead More
Emergency Assistance Coordinator
First Rescue
03.2022 - 07.2022Read More
Recruitment / Client Coordinator
HAYS Recruitment
10.2021 - 01.2022Read More
Design Programme Coordinator - Pre Construction
Piritahi Alliance
07.2021 - 10.2021Read More
Customer Experience and Outbound Sales Team Leader
Safety 'n Action
11.2020 - 05.2021Read More
Head of Service Delivery
Crimson Education - MedView Division
04.2019 - 08.2020Read More
Service Delivery Team Lead
Crimson Education - MedView Division
01.2019 - 04.2019Read More
Customer Services Team Leader
TRG Imaging
04.2018 - 01.2019Read More
Customer Service Team Leader
AUT
01.2011 - 01.2016Read More
Krojac, IT School
Web Design Certificate
Read More
AUT
Event Management
Read More
Rapport
Brig Myers Personality Testing
Read More
EMA
Team Leader Toolbox - Facilitating Your Team
Read More
EMA
Team Leader Toolbox - Getting the Work Done
Read More
University of Belgrade
Bachelor of English Language, Literature and Culture
Read More
Australian And New Zealand Institute of Insurance
ANZIIF New Zealand Compliance For Advisers
Read More
Australian And New Zealand Institute of Insurance
Foundation Certificate in Insurance
Read More