Summary
Overview
Work History
Education
Skills
Accomplishments
References
Reading, Knitting and Cooking
Timeline
Generic

Prema D'Souza

Henderson,Auckland

Summary

I am looking to relocate to Australia and actively pursuing opportunities as a Client Services Representative. With my experience as an Insurance Advisor at Partners Life, I have witnessed firsthand the substantial impact effective life insurance can have on a family. I am a confident and driven professional who excels in my current role as an Insurance Advisor. I am exceptionally organized and reliable, adept at managing multiple priorities positively. I eagerly take on added responsibilities to exceed team goals. My results-driven approach enables me to provide customized solutions that meet customers' needs. I excel at building strong relationships with customers and delivering top-quality service. With excellent communication and customer service skills, I am an adaptable individual. I am seeking a full-time position that offers professional challenges where I can utilize my interpersonal skills, outstanding time management, and problem-solving abilities.

Overview

14
14
years of professional experience

Work History

Insurance Advisor

Partners Life
08.2021 - Current
  • Meeting and guiding clients through their Personal Insurance Needs over MS Teams.
  • Keeping accurate records of client interactions and ensuring seamless service delivery.
  • Converting opportunities to business and following up with customers for outstanding requirements.
  • Offering terms for acceptance and personalized insurance advice to increase client satisfaction.
  • Establishing long-lasting relationships through proactive communication and exceptional service.
  • Analyzing financial situations, identifying coverage gaps, and providing tailored insurance solutions.
  • Contacting existing clients to review their cover and booking following up appointments to discuss potential gaps.

Personal Insurance Specialist

BNZ
  • Working with leads booked into the calendar to have a discussion around their Personal Insurance Needs (Life / Income and Disability)
  • Working with existing customers to understand their current insurance needs
  • Calling customers to book and confirm appointments
  • Following up on outstanding requirements.

Credit Consultant

Heartland Bank
  • Receiving and working with high number of incoming calls from customers who have an overdue account
  • Managing and taking ownership of a high-volume ledger by developing and maintaining customer relationships and customer expectations
  • Working with a large number of account, reviewing for collections activities
  • Preparing accounts for repossession, refinancing and defaults
  • Arranging suitable payment arrangements to repay the arrears as per the company guidelines
  • Loading and managing arrangements into the banks collections systems as per the banks guidelines
  • Adhering to CCCFA requirements whenever applicable
  • Leasing with internal and external customers, business units and vendors to resolve customer needs
  • Updating and managing banking details
  • Administration tasks relating to the calls received
  • Proactively working with peer to improve process and work ethics to archive the set KPI’s.

Arrears Specialist

Sovereign / AIA NZ
  • Reviewing open accounts for collection efforts
  • Listening and providing all the financial and other support needed by the client
  • Making outbound collection calls to discuss customised payment plans in a professional manner while keeping and improving customer relations
  • Listening empathetically and gathering information from clients using open ended questions and actively listening skills to understand their unique needs and assess the needs and requirements for each individual customer
  • Monitor accounts on a daily basis, investigating historical data regarding arrears & informing of the critical stages of their policy
  • Take actions in order to encourage timely payments, process payments and refunds, resolving any billing issues
  • Establish and maintain relationships with clients and advisers
  • Currently working as an Arrears specialist for advisers like Apex, Time Vision and Brave Day
  • Review and monitor assigned accounts and also process weekly and monthly collection reports
  • Collaborating with teams within the contact centre environment to ensure high level of customer satisfaction is achieved within the service level agreement
  • Processing a high number of call on a day in and day out basis.

Sales and Service Coordinator

SITEL
08.2014
  • Provided advice and processed policy changes
  • Inbound contact centre experience providing informative information on all benefits we offer to makes sales on behalf of Sitel
  • Induction training for all new comers to Sitel
  • Processing & issuing new policies once complete.

Admiration and Sales Coordinator

Arabital Shipping
01.2011 - 09.2011
  • Coordinated with sales staff and customers & suppliers, preparing quotations, order Intakes, Invoices
  • Data Entry into the customs system for clearance for all air and sea shipments
  • Preparing various inter-office memos and faxes and handling all incoming and outgoing telephone calls, faxes, mails, couriers, e-mails and other correspondence.

Education

NZ Certificate in Financial Services Level 5 -

Strategi Institute
01.2022

Diploma in professional cookery -

NSIA
01.2011

B. Commerce – Accounting -

Tolani College Of Commerce
01.2005

Skills

  • Resilient: I am flexible and can adapt to change
  • Self-motivated: I use my initiative daily and am motivated to learn new skills and perfect my existing skill set
  • Analytical: I have the ability to analyze information and make rational decisions to contribute to overall productivity and success
  • Personable: I enjoy helping others and being the point of contact for internal and external stakeholders
  • Punctual: I manage my time effectively to ensure my tasks are achieved to a high standard and efficiently every day
  • Communication skills: I am able to communicate using all methods of communication I can converse with all types of people and enjoy sharing my experiences as well as learning from other experiences shared with me

Accomplishments

  • Nominated as Employee of the Year for year-end 2022.
  • CEO award winner for 2018 within the Retention Hub at AIA NZ.
  • Awarded for best customer service representative for SITEL NZ.
  • NZ Citizenship was received on the 02nd September 2019.

References

Can be provided on request

Reading, Knitting and Cooking

Reading: I am an avid reader. I love reading self-motivation and financial assistance books to improve my knowledge.  


Cooking: I love cooking for friends and family. I can whip up an Indian feast for festivities and parties to be enjoyed by loved ones. I also bake cakes for my husband and kids for their birthdays and Christmas.

Timeline

Insurance Advisor

Partners Life
08.2021 - Current

Sales and Service Coordinator

SITEL
08.2014

Admiration and Sales Coordinator

Arabital Shipping
01.2011 - 09.2011

Personal Insurance Specialist

BNZ

Credit Consultant

Heartland Bank

Arrears Specialist

Sovereign / AIA NZ

NZ Certificate in Financial Services Level 5 -

Strategi Institute

Diploma in professional cookery -

NSIA

B. Commerce – Accounting -

Tolani College Of Commerce

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Prema D'Souza