Hi, I’m
Tawanda Ricki Mururi
Policy Servicing Representative
Auckland,Auckland
Summary
Tenacious Representative possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
years of professional experience
Work History
Partners Life
Policy Servicing Representative
05.2002 - Current
Job overview
- Call Centre Standards are met managing up to 50 inbound calls regularly
- Ensure customer queries are answered timely and accurate.
- Ensure that all processes are followed in all cases with high level of accuracy achieved.
- Service Level Agreements and Business Rules are met in line with business processes.
- Have in-depth understanding of insurance and keep up to date with business products and processes.
- Ensure that 'Customer Feedback' is handled and reported in line with Partners Life process.
- Ensure that any 'information' released pertaining to clients and/or advisers is compliant with business rules.
- Also ensure that any events are escalated in line with Partners Life Business Rules.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
- Provided valuable input during team meetings, resulting in the identification of new opportunities for growth and development within the organization.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
Health Care NZ
Service Facilitator
01.2022 - 08.2022
Job overview
- Managing phone-based and email enquiries that come through from external stakeholders ( clients, their whanau, funders) and internal stakeholders (support workers and service delivery teams)
- Coordination of services between support workers and clients
- Rostering cover to ensure clients receive support required when support workers being unavailable to work
- Ensuring customers are placed at high priority of everything, striving to deliver best possible outcomes.
- Managed challenging situations with professionalism and diplomacy, safeguarding the reputation of the business while prioritizing clients'' interests.
- Developed strong relationships with clients, fostering trust and loyalty in the business.
- Enhanced client satisfaction by efficiently addressing and resolving service-related concerns.
- Conducted thorough assessments of clients'' needs, ensuring accurate matching with appropriate services.
- Managed caseloads of clients, ensuring timely service delivery and maintaining high-quality standards.
- Streamlined workflow processes for improved team productivity and customer support.
- Developed and maintained relationships with community organizations and agencies.
- Developed and maintained accurate records of programs and services.
IHMS Villawood
Telehealth Mental Health Nurse
02.2022 - 04.2022
Job overview
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Increased customer satisfaction by resolving issues
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Participated in ongoing professional development opportunities such as workshops, seminars, conferences related to mental health nursing best practices.
- Developed strong rapport with patients, fostering trust and open communication essential for effective treatment plans.
- Collaborated with multidisciplinary teams to create holistic and integrated mental health care for patients.
IHMS Villawood
Registered Mental Health Nurse
11.2017 - 09.2021
Job overview
- Participated in team-building activities to enhance working relationships
- Developed and maintained courteous and effective working relationships
- Used coordination and planning skills to achieve results according to schedule
- Worked with customers to understand needs and provide excellent service
- Maintained excellent attendance record, consistently arriving to work on time
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Proved successful working within tight deadlines and fast-paced atmosphere
- Onboarded new temps by entering employee information into systems
- Monitored company inventory to keep stock levels and databases updated
- Developed team communications and information for meetings
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Identified issues, analyzed information and provided solutions to problems
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Actively listened to clients' requests, confirming full understanding before addressing concerns
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Maintained energy and enthusiasm in fast-paced environment
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Proved successful working within tight deadlines and fast-paced atmosphere
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Managed team of employees, overseeing hiring, training and professional growth of employees
- Carried out day-to-day duties accurately and efficiently
- Demonstrated respect, friendliness and willingness to help wherever needed
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
Dunmore Lang College
Community Manager
09.2017 - 11.2017
Job overview
- Developed and maintained courteous and effective working relationships
- Improved operations through consistent hard work and dedication
- Used coordination and planning skills to achieve results according to schedule
- Demonstrated respect, friendliness and willingness to help wherever needed
- Worked flexible hours across night, weekend and holiday shifts
- Developed team communications and information for meetings
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Increased customer satisfaction by resolving issues
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
C&CDHB
Registered Adolescent Mental Health Nurse
03.2012 - 03.2017
Job overview
- Created plans and communicated deadlines to complete projects on time
- Developed team communications and information for meetings
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Collaborated with team members to achieve target results
- Resolved problems, improved operations and provided exceptional service
- Received and processed stock into inventory management system
- Developed and maintained courteous and effective working relationships
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
- Participated in team-building activities to enhance working relationships
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Carried out day-to-day duties accurately and efficiently
- Identified issues, analyzed information and provided solutions to problems
- Maintained excellent attendance record, consistently arriving to work on time.
Education
WHITIREIA POLYTECHNICWellington, Porirua
New Entrance to Specialist Program Mental Health
11.2022
WHITIREIA POLYTECHNICWellington, Porirua
Bachelor of Nursing
11.2011
WHITIREIA POLYTECHNICWellington, Porirua
High School Diploma
11.2007
University Overview
Continuing education in Biological Sciences
BISHOP VIARD COLLEGEWellington, Porirua
High School Diploma
11.2006
MAZOWE BOYS' HIGHZimbabwe, Zimbabwe
High School Diploma
11.2005
Skills
- Mental health awareness
- Telehealth experience
- Departmental collaboration
- Interdepartmental communications
- Customer Support
- Goal-oriented mindset
- Customer Relations
- Data entry proficiency
- Client Relationship Building
- Client Services
- Staff Training
- Records Management
- Paperwork Processing
- Client Service
References
- Maria Coughlan, Team Leader, IHMS VILLAWOOD DETENTION CENTRE, 61 417 962 105
- Miles Paludan, Pastor, ELEVATION CHURCH HILLS, 61 422 387 411
- Colin Li, Mental Health Manager, IHMS, 61 409861891
- Shyam Manikanarajan, Systems and Application Trainer, HEALTHCARE NZ, 0220258533
- Sheridan Sisnett, Policy Servicing Representative Team Manager, PARTNERS LIFE, 64275305171
Timeline
Telehealth Mental Health Nurse
IHMS Villawood
02.2022 - 04.2022
Service Facilitator
Health Care NZ
01.2022 - 08.2022
Registered Mental Health Nurse
IHMS Villawood
11.2017 - 09.2021
Community Manager
Dunmore Lang College
09.2017 - 11.2017
Registered Adolescent Mental Health Nurse
C&CDHB
03.2012 - 03.2017
Policy Servicing Representative
Partners Life
05.2002 - Current
WHITIREIA POLYTECHNIC
New Entrance to Specialist Program Mental Health
WHITIREIA POLYTECHNIC
Bachelor of Nursing
WHITIREIA POLYTECHNIC
High School Diploma
BISHOP VIARD COLLEGE
High School Diploma
MAZOWE BOYS' HIGH
High School Diploma
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