Renie Jane Mapesone
Summary
Empathetic and passionate about providing meaningful support and services to clients. Excellent communicator bringing over 10 years of comprehensive experience developing and implementing core programs to meet needs for team and self-development. Creative and understanding professional commended for modelling and teaching life skills and promoting diversity by exposing clients to multicultural experiences.
Overview
10
10
years of professional experience
Work History
Employment Navigator
Solomon Group
2021.10 - Current
- Managed caseloads of up to 20 monthly clients in search of gainful employment.
- Updated client records to reflect personal information, qualifications and career aspirations.
- Devised and implemented individualized employment plans to support client goals.
- Interviewed clients and administered skills assessments to determine employability.
- Enhanced candidates' potential to find employment by teaching job search skills and holding mock interviews.
- Advised clients on job searching, interviewing and resume writing techniques to increase employment chances.
- Reviewed, tracked and coordinated employment referrals.
- Met performance expectations in areas of productivity, quality, response rates and schedule.
- Improved office efficiency by effectively managing internal and external communications and correspondence.
- Forged and developed relationships with employers to gain insight into job openings and career opportunities.
- Conducted employer and community organization outreach to promote employment services.
- Facilitated job fairs and industry events to build employment and community networks.
- Worked alongside Pacific community groups, tertiary providers, schools to streamline employment pathways.
- Coordinated with local government (MSD/MPP) to provide resources to clients.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
- Developed and maintained relationships with community organizations and agencies.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Pacifica Employee of the Year 2022
- Emerging Leaders Candidate 2022-2023
Tutor - Digital Literacy (Samoan)
Solomon Group
2022.03 - 2022.12
- Motivated students with accurate feedback and positive reinforcement.
- Worked closely with students on specific class struggles, closely reviewing materials and assignments to offer targeted help.
- Monitored student progress and provided feedback and support.
- Assisted students in developing digital literacy skills and strategies.
- Developed methods to motivate and engage students in learning.
- Assessed reading comprehension and vocabulary of students.
- Assigned homework to increase digital literacy abilities.
- Held group and individual digital literacy discussions to assess student digital literacy levels.
Youth Coach (Secondment)
Solomon Group
2022.08 - 2022.11
- Evaluated individual knowledge, skills, and strengths, and assigned team positions to maximize talent areas.
- Organized and facilitated recreational activities to engage youth in positive, team-building experiences.
- Managed and led activities promoting growth in mental, emotional, and educational areas.
- Assisted in identifying and reducing barriers to youth engagement and development.
- Provided key emotional support to special needs youth.
- Provided guidance and advice to youth, supporting navigation of diverse personal and social issues.
- Supervised youth in residential and community-based programs to minimize risks and offer support.
- Supported and mentored students in developing skills to become successful in community.
- Collaborated with parents, teachers and professionals to drive youth program outcomes.
- Completed necessary reports and documentation to maintain thorough, accurate case records.
- Developed and maintained relationships with partner organizations to facilitate access to youth-related resources.
- Facilitated youth development and leadership programs for young people from diverse backgrounds.
- Developed and maintained relationships with community organizations and agencies.
- Monitored progress towards service plan goals.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
- Coordinated with local government to provide resources to clients.
Claims Case Manager
IAG New Zealand
2018.10 - 2020.10
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Documented and communicated timely claims information while supporting accurate outcomes.
- Determined proper course of action for claims processing.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
- Gathered sensitive information to update customer profiles and help with appeals process.
- Complied with established internal controls and policies.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations
Product Support Specialist
ACC
2016.08 - 2017.08
- Executed record filing system to improve document organization and management.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and client data.
- Processed customer files accurately and within agreed timeframes to meet service standards.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Insurance Customer Service Representative
CommInsure
2014.03 - 2016.08
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Assisted customers with completing insurance documents to avoid missed information.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Completed customer applications and updated records to reflect current information.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Checked documentation for accuracy and validity on updated systems.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders
- Responded to customer requests for products, services, and company information
- Documented customer interactions and transactions for accurate, up-to-date records
- Fielded customer complaints, escalating complex issues to management for resolution
- Seconded to Project Team; Have Your Say Campaign & "What is CommInsure" Campaign.
Education
Bachelor of Arts - Social Sciences
AUT
Auckland, NZSkills
- Critical Thinking
- Customer Service
- Interpersonal Communication
- Excellent Communication
- Relationship Building
- Case Management
- Employee Coaching
- Decision-Making
- Emotional Support
- Educational Activities
- Social Skill Development
- Conflict De-Escalation
Languages
Samoan
Native or Bilingual
Interests
Spending time with family & church.
Reading
Outdoor Activities
Music
Timeline
Youth Coach (Secondment)
Solomon Group
2022.08 - 2022.11
Tutor - Digital Literacy (Samoan)
Solomon Group
2022.03 - 2022.12
Employment Navigator
Solomon Group
2021.10 - Current
Claims Case Manager
IAG New Zealand
2018.10 - 2020.10
Product Support Specialist
ACC
2016.08 - 2017.08
Insurance Customer Service Representative
CommInsure
2014.03 - 2016.08
Bachelor of Arts - Social Sciences
AUT
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