Jiujua Rasalato
Woodland
Summary
Dynamic professional with extensive experience in insurance consultation and management at TOWER INSURANCE. Proven ability to foster business partnerships and deliver exceptional customer care. Skilled in problem-solving and maintaining meticulous attention to detail, resulting in successful project outcomes and enhanced client satisfaction.
Overview
22
22
years of professional experience
Work History
Parametric Champion
TOWER INSURANCE
01.2024 - Current
- Serve as the primary expert for parametric insurance solutions within the Fiji Branch, ensuring excellence in implementation and support.
- Provide assistance to banking partners and their customers, facilitating smooth interactions, and resolving inquiries related to parametric insurance products.
- Collaborate with the Partnership team to achieve monthly targets by supporting new business initiatives and strategies.
Customer Care Consultant NZ
TOWER INSURANCE
07.2023 - 01.2024
- Provide high-quality, responsive customer care by addressing inquiries, resolving issues, and ensuring a positive experience for clients.
- Oversee and manage customer accounts, including policy details, updates and changes, ensuring accuracy and compliance with company standards.
- Lead and conduct workshops and presentations to effectively communicate product features and benefits to stakeholders, and clients.
- Offer support to agents in managing their client portfolios, addressing policy-related questions, and providing expert guidance.
- Review and assess customer policies to ensure accuracy, compliance, and alignment with their needs.
- Handle and process refund requests efficiently, ensuring timely resolution and customer satisfaction.
- Oversee the processing of both domestic and commercial insurance policies, ensuring accuracy and adherence to company standards.
- Assist customers with claims processing and policy-related questions, providing clear, accurate information, and support throughout the process.
- Effectively manage and resolve customer complaints or concerns, implementing solutions that meet customer needs while adhering to company policies.
- Collaborate with other departments and teams to ensure comprehensive support and resolution of customer issues.
- Stay updated on insurance products, services, and industry trends to provide informed advice and support to customers.
- Execute various administrative duties, including data entry, documentation, and maintaining accurate records.
- Adhere to regulatory requirements and company policies in all customer interactions and service delivery.
- Build and maintain strong relationships with customers through proactive communication and personalized service.
Migration Team
TOWER INSURANCE
07.2022 - 01.2024
- Ensure the precise and timely migration of all customer and policy details, adhering to established guidelines and schedules.
- Perform comprehensive data cleansing and updating tasks to maintain data integrity before migration.
- Conduct retention calls to customers to confirm and ensure timely payment of policy renewals, thereby supporting the company's customer retention goals.
- Uphold company integrity and minimize risk by strictly following company procedures and protocols during the migration process.
Customer Sales & Service Representative - Harmoney
MINDPEARL FIJI LTD
04.2015 - 07.2022
- Utilizing available contact centre systems and programs to handle inbound and outbound customer inquiries.
- Demonstrate excellence in customer service in all dealings with customers, in accordance with Mindpearl and client policies, procedures, and values.
- Identify the customer's needs, up sell additional products/services and offer personalized service in line with quality and training directives.
- Complete administrative tasks relating to servicing and resolving customer requests in a focused and efficient manner.
- Maintain efficient control of queues.
- Deal with customer complaints in a professional manner within Mindpearl and client guidelines.
Customer Interaction Agent
PACKLEADER PACIFIC
08.2014 - 03.2015
- Deliver introductory information to new customers, ensuring a smooth and informative onboarding experience.
Administration Assistant
DELEGATION OF THE EUROPEAN UNION FOR THE PACIFIC
04.2014 - 07.2014
- Ensure the efficient day-to-day management of office systems, premises, and equipment to support smooth operational flow.
- Monitor and assess customer satisfaction with products or services, addressing any issues or concerns to maintain high satisfaction levels.
- Maintain a consistently positive, empathetic, and professional demeanor in all customer interactions, fostering a supportive and respectful environment.
- Respond promptly to customer inquiries, ensuring that their needs and questions are addressed in a timely manner.
- Engage with customers through various communication channels, providing seamless and effective support across all platforms.
- Ensure exceptional customer satisfaction by delivering professional and effective customer support, enhancing the overall customer experience.
- Create, maintain, and update both paper and digital records with accuracy and attention to detail.
- Facilitate the internal and external distribution of documents and information, ensuring timely and effective communication.
- Oversee the inventory and procurement of office supplies, adhering to the Delegation's policy and guidelines.
- Accurately process documents related to goods and services, including receipts and payments, ensuring timely and precise handling.
Administrative Assistant
DEPARTMENT OF NATIONAL ARCHIVES
08.2012 - 02.2014
- Facilitate the acquisition, preservation, arrangement, and description of born-digital materials to ensure their accessibility and long-term preservation.
- Develop and maintain heritage research files that align with the department's business objectives and archival standards.
- Provide assistance to staff, researchers, and interns seeking access to archival resources, ensuring they receive the support needed to conduct their research.
- Evaluate archival materials to identify preservation and conservation needs.
- Implement best practices to address any issues and ensure the integrity of the materials.
- Regularly update and maintain the archival database to ensure accurate and current information is available for reference and retrieval.
Projects Officer
HOUSING AUTHORITY OF FIJI
04.2010 - 06.2012
- Oversee and update monthly financial reports and track project progress, ensuring accurate and timely communication to the Line Manager.
- Monitor project expenditures and manage contracts/agreements with project partners and counterparts to ensure proper implementation and adherence to project guidelines.
- Assist the Line Manager in preparing comprehensive project reports, documenting progress, challenges, and outcomes.
Assistant Supervisor
PACIFIC PINE CHEMICALS (FIJI) LTD
10.2007 - 11.2009
- Assist and collaborate with other supervisors and managers to ensure smooth operational workflows and effective team coordination.
- Review, approve, and update Standard Operating Procedures (SOPs) to ensure alignment with operational standards and company policies.
Archives Clerk
FIJI NATIONAL PROVIDENT FUND
06.2004 - 06.2006
- Maintain high levels of accuracy in all aspects of archival work, ensuring meticulous attention to detail in document handling and data entry.
- Ensure adherence to Good Manufacturing Practices (GMP) by complying with government regulations, industry standards, and company policies.
- Review and approve operational protocols to maintain consistency and effectiveness in production processes.
- Collaborate with Production Supervisors to address and resolve production-related issues promptly and efficiently.
- Respond to all requests and queries in a timely and accurate manner, adhering to established Service Level Agreements (SLAs) and ensuring customer satisfaction.
- Maintain precise records of correspondence and work processed, ensuring comprehensive documentation and tracking of archival activities.
- Actively participate in training sessions and team meetings, contributing to team development and staying updated on best practices and procedural changes.
- Adhere strictly to company policies and procedures, ensuring compliance in all aspects of archival work.
- Self-manage workload effectively, recognizing when additional assistance is required and seeking help promptly to ensure smooth operational flow.
Education
Leaving Certificate -
Laucala Bay Secondary School
01.2001
Junior Certificate -
Laucala Bay Secondary School
01.1999
Skills
- Business Partnerships
- Expertise in Communications
- Attention to Detail
- Problem Solving
- Professional Attitude
- Team Working
- Insurance Consultation & Management
- Administrative Support & Coordination
- Project Management & Coordination
- Supervision & Leadership
- Records & Information Management
- Organizational & Time Management
References
- Josephine Ravai, Manager Partnership, Tower Insurance, +679 9922769, josephine.ravai@towerinsurance.co.fj
- Sakiusa Boletawa, Manager Customer Services, Merchant Finance, +679 924121, sakiusa.boletawa@mfl.com.fj
Languages
- Fijian
- English
Timeline
Parametric Champion
TOWER INSURANCE
01.2024 - Current
Customer Care Consultant NZ
TOWER INSURANCE
07.2023 - 01.2024
Migration Team
TOWER INSURANCE
07.2022 - 01.2024
Customer Sales & Service Representative - Harmoney
MINDPEARL FIJI LTD
04.2015 - 07.2022
Customer Interaction Agent
PACKLEADER PACIFIC
08.2014 - 03.2015
Administration Assistant
DELEGATION OF THE EUROPEAN UNION FOR THE PACIFIC
04.2014 - 07.2014
Administrative Assistant
DEPARTMENT OF NATIONAL ARCHIVES
08.2012 - 02.2014
Projects Officer
HOUSING AUTHORITY OF FIJI
04.2010 - 06.2012
Assistant Supervisor
PACIFIC PINE CHEMICALS (FIJI) LTD
10.2007 - 11.2009
Archives Clerk
FIJI NATIONAL PROVIDENT FUND
06.2004 - 06.2006
Leaving Certificate -
Laucala Bay Secondary School
Junior Certificate -
Laucala Bay Secondary School