Tarsha Rich
Cambridge,Leamington
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Home Claim Customer Manager
AA Insurance
09.2016 - Current
- Managing a Home and Contents claims portfolio workload and assisting other Customer Managers when required
- Professional correspondence via email, letters, and phone
- Liaising with other departments within AA Insurance (Recoveries and Settlements, Claims Assist, Repco, Supco and Suppliers (home and contents), Tradesman (plumbers, electricians etc)
- Advising correct information to customers and interpret/explain the policy correctly
- Can efficiently validate, scope, and settle claims
- Multi-tasking across claims and suppliers
- In-depth knowledge and understanding of the lifecycle and claims activity for all types of claims
- Facilitated department learning and development by leading training inductions, maintaining training materials and updating e-learning modules to reinforce teachings and build confidence.
- Managed customer relations on ongoing basis to maximize customer retention.
- Championed change initiatives that positively impacted workplace culture and employee morale across various departments within the company.
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
Claims Assist Representative
AA Insurance
11.2013 - 09.2016
- Managing small claims portfolio
- Responded to customer questions via phone and written correspondence regarding insurance benefits, supplier information, and claims process.
- Taking credit card payments for excesses
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Liaising with other departments within AA Insurance, tow companies, repairers and Third Party’s
- Lodging claims in a timely manor
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
Sales & Service Customer Representative
AA Insurance
01.2012 - 01.2015
- Identified opportunities for upselling or cross-selling products during interactions, increasing overall revenue generation.
- Taking credit card payments
- Liaising with other departments within AA Insurance
- Provided expert product knowledge to customers, enabling them to make informed purchasing decisions.
- Complying with the 1993 Privacy Act
- Complying with 2008 Financial Advisors Act and collected customer information and analyzed customer needs to recommend potential products or services.
- General house cleaning
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
Assistant Store Manager
Liquorland Te Awamutu
01.2009 - 01.2012
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Rotated merchandise and displays to feature new products and promotions.
- Complying with the 1989 Sale of Liquor Act
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- General office duties - Answering phones/email, filing, faxing, invoicing, banking, processing inter-branch transfers and pricing of products
- Created and maintained safe and secure work environments for employees.
- Liaising with other store managers, merchandisers, and sales representative.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
Office Assistant
Countdown Hamilton (Central)
01.2008 - 01.2009
- Maintained and updated office records, both digital and physical.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Assisted in financial tasks such as invoicing, Lotto and till reconciliations.
- Input data into spreadsheets and databases.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Interacted with customers by phone, or email to provide information.
Duty Manager
Countdown Hamilton (Central)
01.2007 - 01.2009
- Sole charge night shifts
- Achieved results by working with staff to meet established targets.
- General house cleaning
- Complying with the 1989 Sale of Liquor Act.
- Trained employees in essential job functions.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Coordinated with suppliers and vendors to determine availability of required materials.
- Monitored workflow to improve employee time management and increase productivity.
Education
Foundation of Money Management -
Te WānangaAotearoa
Te Awamutu, WKO01.2015
Introduction to Excel -
AA Insurance
Hamilton, WKO01.2014
Effective Business Writing -
AA Insurance
Hamilton, WKO01.2013
Beauty Therapy (waxing/bleaching, tinting, manicure, pedicure, acrylic & gel nails, make-up application & electrical facials) -
The Collage of Beauty Therapy
Hamilton, WKOBody Therapy (massage, hot stone massage, aromatherapy, reflexology & spa treatments incl. body electrical. Reiki 1st & 2nd Degree.) -
The Collage of Beauty Therapy
Hamilton, WKOPsychology, management and sociology papers -
University of Waikato
Hamilton, WKOSkills
- Training and mentoring
- Inter-department collaboration
- Teamwork and Collaboration
Customer Relations
- Work Planning and Prioritization
- Idea Development and Brainstorming
- Brand Awareness
Additional Information
2023 Identify Opportunities & Embrace Change AAI Genuine finalist
Experience Personal Objective
I enjoy learning & taking on new responsibilities. I have an easy-going nature & am able to work well within a team & also by myself. I am a self-starter, motivated, organized & can multitask and prioritize effectively. I am now looking for a new role with learning opportunities for me to build on the foundational knowledge I already have. For the last 12 years at AA Insurance, I have been a part of Service, Claims Assist and Home Claims. I have also spent time assisting Recovery & Settlements.
References
- Shelley Bruce, Home Claims Events Team Leader - Toka Tu Ake EQC, ph: +6427 629 8152
- Tracy Weaver, Home Claims Customer Experience Lead, ph: +6427 304 8144
Timeline
Home Claim Customer Manager
AA Insurance
09.2016 - Current
Claims Assist Representative
AA Insurance
11.2013 - 09.2016
Sales & Service Customer Representative
AA Insurance
01.2012 - 01.2015
Assistant Store Manager
Liquorland Te Awamutu
01.2009 - 01.2012
Office Assistant
Countdown Hamilton (Central)
01.2008 - 01.2009
Duty Manager
Countdown Hamilton (Central)
01.2007 - 01.2009
Foundation of Money Management -
Te WānangaAotearoa
Introduction to Excel -
AA Insurance
Effective Business Writing -
AA Insurance
Beauty Therapy (waxing/bleaching, tinting, manicure, pedicure, acrylic & gel nails, make-up application & electrical facials) -
The Collage of Beauty Therapy
Body Therapy (massage, hot stone massage, aromatherapy, reflexology & spa treatments incl. body electrical. Reiki 1st & 2nd Degree.) -
The Collage of Beauty Therapy
Psychology, management and sociology papers -
University of Waikato
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