Rebecca Mafileo
Auckland,AUK
Summary
For the past two years, I've been a Learning and Development Specialist at AA Insurance. I've focused on improving our team's skills and knowledge, contributing to the company's growth. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Learning and Development Specialist
AA Insurance
Auckland CBD, Auckland
05.2022 - 03.2024
- Created training programs for claims assist (Lodgement).
- Conducted orientations and inductions for new employees.
- Stayed updated on industry changes and Created/updated training material
- Performance Improvement/Management for new employees whilst in induction
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Conducted assessments, surveys and interviews to identify training needs and develop appropriate courses.
- Created lesson plans, course materials, job aids, presentations, videos and other resources for learning activities.
Motor Customer Manager
AA Insurance
Penrose
09.2019 - 05.2022
- Manage a portfolio of customers, manage face-to-face customer interaction, communicate with key stakeholders, manage additional claim costs, identify claims for referral to underwriting, ensure reserve costs are updated, process total loss claims, ensure excellent customer service, ensure accurate data gathering, contribute to a collaborative atmosphere
Customer Sales Consultant
AA Manukau
08.2017 - 09.2019
- Process driver licensing and vehicle transactions, sell AA Membership and retail products, handle cash and banking duties, assess customer needs, navigate through multiple systems, adhere to policy and procedures
Sales and Services Consultant
RAC WA
07.2016 - 07.2017
- Promote and cross-sell RAC products, provide customer service, maintain rapport with members, handle stock and cash, work in a team, meet sales and KPI targets, perform administration duties
Sales and Services Consultant
Sgio/Nrma/Sgic IAG
05.2013 - 07.2016
- Answer inbound calls, promote benefits of insuring with SGIO, meet sales and KPIs, align behavior with company values
Assistant Store Manager
BP LTD PTY
, Australia
08.2011 - 05.2013
- Develop and train staff, manage stock, make coffee, manage sales budgets, provide customer service
Customer Service Representative
BP LTD PTY
04.2010
- Provide customer service, handle cash, clean store, manage stock and orders, make coffee
Skills
- Expertise in Claims Process
- Adult Learning
- Instructional Design
- Training Delivery
- Performance Improvement
- Quality Assurance
- Communication
- Collaboration
- Data Analysis
- Continuous Learning
- Empathy
- Computer Skills
Education Training
- Certificate in Financial Service II
- TIER II for General Advise for Insurance and Finance
- 2008 Certificate in Film Production at New Zealand Film Academy
- 2007 Certificate in Hospitality Management
- 2006 Certificate in Foundation Studies
- 2000-2006 Marcellin College
Hobbies
Travel, Film Making, Music/Dancing and Fitness
References
- Christine Chiu, Customer Manager Team Leader - Valet Penrose (AA Insurance), 0212067923
- Taryn Johnson, PUMA RETAIL AREA MANAGER, +61434075611
Timeline
Learning and Development Specialist
AA Insurance
05.2022 - 03.2024
Motor Customer Manager
AA Insurance
09.2019 - 05.2022
Customer Sales Consultant
AA Manukau
08.2017 - 09.2019
Sales and Services Consultant
RAC WA
07.2016 - 07.2017
Sales and Services Consultant
Sgio/Nrma/Sgic IAG
05.2013 - 07.2016
Assistant Store Manager
BP LTD PTY
08.2011 - 05.2013
Customer Service Representative
BP LTD PTY
04.2010