NZ Bus is New Zealand's largest urban transport operator and provider. I secured a 12-week internship assisting the NZ Bus recruitment team with the high-volume end-to-end recruitment process for bus operators across multiple regions. I was able to work remotely from home to complete my duties during this internship.My primary duties consist of phone-screening and reference checking candidates, submitting pre-employment checks, administration of employee files and documentation, scheduling and conducting assessment centres and interviews, updating internal HR recruitment trackers and databases as required.

Responsibilities:• Primary driver for securing new customers to Fergus software through telephone, online and video based interaction• Understand and assess the individual workflow needs for every client to pitch a catered solution through Fergus software for a win-win outcome• Demonstrate and train clients in how to use the software specifically for their workflow needs through meetings online and in-person• Managing new leads to demonstrate all elements of the product with the goal of leading them from first contact through to paying customers• Front line responder for handling all customer phone call queries and online chat functionality• Alerting Product team to any problems that arise with the software • Providing customised end user training to customers• Work and co-ordinate with key internal stakeholders in all areas• Assist in program and sales issues as they arise• Evaluating and increasing program’s effectiveness through feedback to the Product team• Up-skill as the software develops new features to aid clients and colleagues in their understanding of the productAchievements and supporting duties:• Additional account management tasks taken on top of software demonstration duties• Testing new features released by the product team, troubleshooting and providing technical support to clients• Gained competency in web-based applications like Trello, Slack, Intercom, Skype, Teamviewer, Github• Conducted competitor product analysis and documented findings through research to support the sales and product teams• Write and edit documentation both internal and external, pertaining to the product use by customers• Background in accounting assisted with teaching clients how Fergus Software works and integrates with accounting platforms like MYOB AR and Xero• Gained knowledge of Workflow systems, SAAS, Cloud-based software and their precepts, particularly in relation to trade businesses

Responsibilities (in addition to my previous role as a Personal Insurance Consultant):• Assisting clients with troubleshooting inquiries from the State website• Answering service, sales, underwriting and marketing related inquiries via email and over the phone as required• First port of contact for written complaint resolutions through the company website and also resolving complaints positively in a professional and prompt manner• Updating personal client and policy information in relation to billing accounts and policy maintenance• Generating quotes from client information in accordance with individual insurance needs through to new business• Preparation of training documents for new staff for system and processes and consequently training new staff in system and processes• Workload management and multi-tasking to ensure that all web inquiries are responded to within the agreed service level period• Assessment and research on competitor’s products to retain customers through robust conversation and factual advice• Participation and preparation of sales data and targets for team meetings. Assistance with the preparation of Team Agendas and sales incentivesAchievements:• Second in Charge to the team leader of the eBusiness Agents• Fire Warden duties acquired as part of the Health and Wellness requirements in the office• Participation and feedback input for the first LiveChat test and learn period• Written and edited a new set of standard texts which has been rolled out to AMI as well as State to improve efficiency in handling web inquiries• Consistent outstanding performance rating achieved for every quarter, measures are based on productivity, quality and company attitudes (Closer, Braver and Faster)• Repeat nominee for the Direct Insurance Customer Service Heroes award• Completion of paper GI403 General Insurance Products with ANZIIF

Responsibilities:• Underwriting risks for a variety of personal product lines not limited to but including, motor vehicle, home, contents, boat, caravan, and trailer for both the State brand and the AMI brand of IAG New Zealand• Direct customer liaison, customer retention, and support with administration of policies• Prompt handling of customer inquiries/complaints to provide the best solutions for both the company and the client regarding billing, administration and customer service • Risk assessment through up-selling and cross-selling insurance products/policies by leading pro-active conversations to generate revenue growth• Complying with IAG legislative requirements and adhering to underwriting delegations and guidelines• Assisting with the training process for new staff by setting an example and buddying in with them for the initial stages• Providing exceptional customer service by always going above and beyond what is required to make insurance a pleasurable experience for each customer• Workload management under time constraints especially for underwriting risks in the Canterbury areaAchievements:• Acquired higher underwriting delegations• Consistent 'High' rating achievement for sales targets and all other KPIs• Selectively chosen to participate in the first State and AMI blended agent trial and the first State Personal and State Business blended agent trial• Member of the 'Fun in the office' committee for organisation and management of events for colleagues outside of working hours• Obtained proficiency in multiple operating systems to assist both the State and AMI brand of IAG

Responsibilities:Due to my personal experience excelling in English standardised testing for NCEA and IGCSE I help students of all ages grasp the techniques of the English language from introductory grammar for young children to essay writing for both NCEA and Cambridge. Classes range from one-on-one up to 10 students per lesson.Achievements:• Noted improvement in standardised testing scores for all long term students for ICAS, Cambridge and NCEA