Sunny Rapana
Henderson,Auckland
Summary
Quality-driven Compliance Analyst familiar with tracking, documentation and reporting requirements. Assesses work, materials and procedures and recommends adjustments to maintain compliance and company policies. Over 8+ years of customer experience in a variety of roles including phone service, front desk, saleswoman, supervising, barista, and waitressing. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Claims Compliance Analyst
GEICO
San Diego, California
02.2023 - 11.2023
- Communication and collaboration to internal and external parties effected by changes
- Maintains legal and regulatory compliance by researching and communicating requirements and obtaining approvals
- Prepare formal written reports for management, once approved, issued to all parties involved in complaint
- Provide updates to team members and management when regulations change
- Develop solutions for practices that are out of compliance
- Monitor departments to ensure compliance with company policy and industry regulations
- Maintains rapport with regulatory personnel by arranging continuing contacts and resolving concerns.
- Collaborated with cross-functional teams for the successful implementation of new compliance initiatives.
- Developed improvement and corrective action plans to bring operations in line with requirements.
Insurance Claims Specialist Coach
GEICO
San Diego, California
09.2021 - 02.2023
- Educated new hires about proper protocol, legislations per state, and handling of auto claims
- Effectively trained new hires in the claims department and produced top-rated adjusters in California
- Experience providing outstanding customer service by showcasing expertise, fostering trust and growing customer satisfaction
- Create reports, spreadsheets, new training, and development coaching programs for future hires
- Enhanced customer satisfaction by efficiently managing insurance claims processes and providing timely resolutions.
- Boosted company reputation by delivering exceptional customer service during claim investigations and settlements.
Insurance Claims Adjuster
GEICO
San Diego, California
09.2021 - 06.2022
- Ranked as a top 10 claims adjuster within the US Western Region (out of 500 claims adjuster)
- Move claims forwards utilizing computer multitasking skills and excellent time management skills
- Determine coverage based off company policies/contracts
- Determine liability (who’s at fault for the damages) through recorded phone calls with customers, claimants, and witnesses
- Collaborated with legal teams, ensuring proper documentation and representation for complex claims cases.
- Investigates origin and cause of claims by contacting the appropriate parties including insureds, claimants, agents, attorneys, contractors, experts, special investigation unit, other adjusters, public personnel, etc.
- Identifies complex issues and seeks assistance as needed
- Handles claims on a good faith basis.
- Negotiated fair settlements for clients by effectively communicating with all parties involved in the claim process.
Front Desk Supervisor
Ocean Park Inn
Pacific Beach, California
03.2021 - 12.2021
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Courteously answers inquiries and accepts in-person reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue
- Scheduled and assigned daily work and activities for team members.
- Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
Sales & Operations
BeRuna
San Diego, Califonia
11.2018 - 03.2020
- Amazing sales representative of selling organically sprouted seed seasonings at local San Diego Farmers Markets
- Knowledgeable with cash-handling, sales, inventory, and meeting sales targets
- Responsible for all equipment and supplies to and from market location(s)
- Work with diverse individuals, multitask effectively in a dynamic workspace
- Assistant to BeRUNA founder, Tamara Runa
- Manages forms for business, budgets, and yearly targets
- Creates spreadsheets, forms, pdf documents, and assists with website development for business
- Produce wonderful, organic products within the commercial kitchen to sell at the farmers’ markets
Barista Shift Lead
The Coffee Club
Gold Coast, Queensland
03.2016 - 12.2017
- Knowledgeable with cash handling, serving customers using a Point of Sales (POS) Terminal, using the correct procedures regarding the acceptance of foreign credit cards, transferring appropriate funds from the bank and safe to the cash register
- Open and closed cafe unsupervised
- Training new front house employees in using POS Terminals, providing guest services, dining expectations and basic knowledge of a commercial espresso machine
- Maintained a 95% customer satisfaction rating over time of employment, covering categories such as friendliness, efficiency, helpfulness, and knowledge
- Greeted and assisted over 80+ customers per day, memorising names and faces to ensure a personalised service throughout their dining experience.
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
Education
Bachelor of Arts - Social Work
San Diego State University
California11.2025
Skills
- New Zealand and USA Vehicle Full License
- Microsoft Office (Excel, Word, Outlook, PowerPoint)
- Excellent Interpersonal communication
- Team-oriented with the ability to work independently
- Exceptional customer service
- Able to coordinate multiple priorities at the same time in a fast-paced environment
- The ability to adapt to any situation and socio-cultural setting
- Bilingual (English and Māori)
- Compliance Monitoring
References
- Erica Talkofsky, Claims Supervisor, GEICO, 14111 Danielson Street, Poway, CA, 92064, +1 (516) 301-6678, etalkofsky@geico.com
- Vania Rojas-Earp, General Manager, Ocean Park Inn Hotel, 710 Grand Avenue, Pacific Beach, CA, 92109, +1 (858) 483-5858, vaniar@oceanparkinn.com
- Michelle Sealee, General Manager, Catamaran Resort and Hotel, 3999 Mission Blvd, San Diego, CA, 91910, +1 (858) 488 1081, Mdelaesperiella@evanshotels.com
Languages
English
Native or Bilingual
Maori
Professional Working
Timeline
Claims Compliance Analyst
GEICO
02.2023 - 11.2023
Insurance Claims Specialist Coach
GEICO
09.2021 - 02.2023
Insurance Claims Adjuster
GEICO
09.2021 - 06.2022
Front Desk Supervisor
Ocean Park Inn
03.2021 - 12.2021
Sales & Operations
BeRuna
11.2018 - 03.2020
Barista Shift Lead
The Coffee Club
03.2016 - 12.2017
Bachelor of Arts - Social Work
San Diego State University