- Enjoy hobbies that combine physical activity with outdoor exploration
- Hiking
- Volunteering
- Documenting and sharing travel experiences
- Adventure Travel
- Food Tourism
- Volunteer Work
Shiau Vui Lo
Auckland,New Zealand
Summary
With my previous insurance experience in Medical and health, I gained relevant knowledge and skills. Starting from the claims adviser in Rothbury had established a strong foundation for my fire and general insurance. Moving along to current commercial support role, this has provided me with familiarise of the management and profession to deal with policy and clients. I am currently seeking a challenging role where I can leverage my expertise to contribute to a company's growth
Overview
26
26
years of professional experience
Work History
Commercial Broker Support
Rothbury Insurance Brokers
07.2023 - Current
- Assisting the broker with policy pre renewal, upcoming renewal, endorsement, and cancellation processing work.
- Assisting the broker with the accounts receivable management and contacting clients through email and phone reminders.
- keep a good relationship with the clients during our communication, provide them with personal service and quality advice.
- Taking up a secondary role as branch controller - Managing the branch refund list twice a month.
- Taking up a sub role as primary super user - assisting team members to log jobs with their IT problem, assisting them with their IT queries, liaising with Swift Support and IT helpdesk with updated IT information, and keeping the branch on track with the latest issues.
Claim Adviser
Rothbury Insurance Brokers
03.2022 - 07.2024
- Reviewed and maintained accurate claim files, ensuring all necessary documentation was in place for future reference.
- Collaborated closely with adjusters to ensure accurate, fair, and timely claims settlements for all involved parties.
- Participated in ongoing professional development courses to stay updated on best practices within the industry.
- Reduced claim processing time by implementing efficient workflow procedures and organization systems.
- Identified fraudulent activity through meticulous analysis of claim data, protecting company resources from potential losses.
- Achieved high levels of client retention through meticulous attention to detail and proactive problem-solving during claim process.
- Enhanced customer satisfaction with timely and empathetic communication throughout claim process.
- Fostered team-oriented environment that emphasized continuous improvement in claim handling procedures.
- Provided exceptional customer service during difficult situations, displaying empathy while explaining complex claim issues clearly to clients.
CUSTOMER SERVICE OFFICER
Asia Insurance Adviser Ltd
05.2015 - 03.2023
- My role involved customer services & administration work. Mainly phone call and email conversation with client and insurance company, provide relevant insurance advice & assistant to clients.
- - Knowledge of the health & life Insurance industry
- - Claims experiences
- - Strong customer service bilingual
- - Organizational and communication skills
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
INTERPRETER/ CROSS CULTURAL WORKER
New Zealand Red Cross/ Refugee As Survivor
05.2013 - 05.2015
- My role involved interpret/translation work for my clients who are mainly refugees from immigration. Other than interpreting services, I also deal with contact and arrangement of appointments for my clients.
- Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
- Enhanced communication between clients and non-English speakers by providing accurate translations in real-time conversations.
- Communicated with clients to understand interpreting needs and provide best service possible.
- Used knowledge of accepted ethical guidelines to interpret confidential and sensitive information.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
KITCHEN HAND/ WAITRESS
Ritz Motor Inn
05.2006 - 05.2008
- Working part time as kitchen hand and waitress during my study in university. Learn to serve customers in a manner way and able to communicate efficiently and build up good relationship with them at the same time.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
TELLER/ CUSTOMER SERVICE
Arab Malaysian Bank Berhad
01.2004 - 03.2004
- Working as a teller/ customer services job in a bank in Malaysia. Main duties include cash handling, admin and account work (day end balancing). Learnt to communicate and dealt with different customers efficiently.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
PERSONAL ASSISTANT
Maju Jaya Enterprise
01.2003 - 01.2004
- Working as a personal assistant in a timber company. Main duties include cash handling, admin and account work (day end balancing). Learnt to communicate and dealt with different customers efficiently.
- Maintained appropriate filing of personal and professional documentation.
- Kept detailed track of household and maintenance inventory and schedules.
- Streamlined invoice processing to ensure timely payments, closely collaborated with finance department.
- Handled incoming mail, bills and invoices and completed appropriate actions.
TELLER/ CUSTOMER SERVICE
The Pacific Bank Berhad
01.2000 - 06.2000
- Working as a teller / customer service job in a bank in Malaysia. Main duties include cash handling, admin and account work (day end balancing). Learnt to communicate and dealt with different customers efficiently.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
ADMIN/CLERK
Futak Motor Sdn Bhd
01.1999 - 01.2000
- Working as a admin clerk in a motor shop. Main duties include cash handling, admin and account work (day end balancing). Learnt to communicate and dealt with different customers efficiently.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
Education
Bachelor of Commerce - Economics
University Of Auckland
01.2008
Undergraduate - Banking and Finance
Metropolitan College Sdn Bhd
01.2002
High School Education - undefined
Tshung Tsin Secondary School
01.1998
Skills
- Excellent command in English, Mandarin and Malay
- Able to speak other Chinese dialects (Hakka, Cantonese, Hokkien etc)
- Able to communicate effectively with customers from all levels of social backgrounds
- Able to work independently and also work in a team environment
- Well versed in MS office, MS Explorer, MS word, Excel, Office, PowerPoint etc
- Possessed customer service skills and experiences from my previous jobs
- Attention to Details and good time and self-management
- Playing an important role as team player to ensure the need of team who work together are taken care of
Interests
Timeline
Commercial Broker Support
Rothbury Insurance Brokers
07.2023 - Current
Claim Adviser
Rothbury Insurance Brokers
03.2022 - 07.2024
CUSTOMER SERVICE OFFICER
Asia Insurance Adviser Ltd
05.2015 - 03.2023
INTERPRETER/ CROSS CULTURAL WORKER
New Zealand Red Cross/ Refugee As Survivor
05.2013 - 05.2015
KITCHEN HAND/ WAITRESS
Ritz Motor Inn
05.2006 - 05.2008
TELLER/ CUSTOMER SERVICE
Arab Malaysian Bank Berhad
01.2004 - 03.2004
PERSONAL ASSISTANT
Maju Jaya Enterprise
01.2003 - 01.2004
TELLER/ CUSTOMER SERVICE
The Pacific Bank Berhad
01.2000 - 06.2000
ADMIN/CLERK
Futak Motor Sdn Bhd
01.1999 - 01.2000
Undergraduate - Banking and Finance
Metropolitan College Sdn Bhd
High School Education - undefined
Tshung Tsin Secondary School
Bachelor of Commerce - Economics
University Of Auckland
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