Malu FA'ALOGO

As one of three trainers within the Customer Channels group at Kāinga Ora, I played a key role in delivering essential training and information to over 300 staff members. Our team was a vital resource, ensuring employees had the accurate knowledge required to perform their roles effectively and confidently.

• Delivered training and onboarding for over 300 staff across virtual and face to face environments, including a comprehensive 7-week induction programme and ongoing refresher training sessions.
• Designed and delivered over 80 training programmes on customer service, product knowledge, and call handling—many of which remain in active use across the organisation.
• Collaborated with subject matter experts to develop engaging, accurate training materials using a train-the-trainer approach, ensuring alignment with evolving business needs.
• Provided coaching and mentoring, including targeted support for underperforming agents, improving service quality, compliance, and confidence.
• Tracked training effectiveness through assessments, feedback, and performance metrics, using data to enhance programme delivery and outcomes.
• Maintained and updated the staff intranet, ensuring access to current training resources, procedural updates, and key communications.

One of three dedicated Quality Analysts for the Kāinga Ora Contact Centre, responsible for evaluating customer interactions across multiple service queues. Conducted quality assessments on three calls per Advisor Customer Specialist (ACS) per month, with a focus on key areas such as maintenance, accounts, and general enquiries, ensuring alignment with service standards and continuous improvement.

• Monitored and evaluated over 80 customer interactions monthly (calls, emails, digital channels) to ensure service quality, compliance, and alignment with KPIs and company standards.
• Developed and maintained QA frameworks including scoring rubrics, evaluation criteria, and reporting tools to support consistent performance measurement.
• Delivered constructive feedback and coaching to advisors, identifying training needs and supporting skill development through regular assessments and trend analysis.
• Collaborated with team leaders and trainers to escalate recurring service gaps, recommend targeted training, and drive service improvements.
• Generated quality reports and dashboards to support performance reviews and inform leadership decisions around service delivery.
• Facilitated calibration sessions and supported OIA privacy calls, ensuring consistent scoring practices and timely, accurate responses aligned with legal standards.

As the sole Coordinator for Porirua and Manukau locations, I managed operations at both sites—virtually overseeing Porirua and being physically present in Manukau. I served as the primary point of contact, ensuring seamless communication, coordinating schedules, and handling administrative tasks to support daily operations. This role required strong organizational skills, adaptability, and efficient multi-site resource management.

• Managed the shared contact centre inbox, efficiently responding to an average of 40 customer and stakeholder emails daily, ensuring timely and professional communication.
• Took detailed meeting minutes for high-level meetings, tracking action points and ensuring follow-up to maintain progress and accountability.
• Processed and tracked purchase orders and managed procurement to ensure timely and accurate financial documentation and budgetary control.
• Coordinated travel arrangements (flights, accommodations, itineraries) for executives, streamlining operations and saving time for staff members.
• Assisted with recruitment, screening over 1000 candidates quarterly, scheduling interviews, and conducting reference checks, contributing to efficient hiring processes.
• Maintained office inventory, managed calendars, and ensured smooth workflows, while also fostering strong professional relationships with external vendors.

During a 3-month secondment, I led a team of 15 direct reports, gaining valuable leadership experience. This role provided me with the opportunity to enhance my skills in team management, performance coaching, and operational efficiency, while fostering a positive and productive work environment.

• Monitored calls to ensure quality service delivery, providing constructive feedback and addressing areas for improvement.
• Managed conflict resolution within the team, fostering a positive and collaborative work environment.
• Developed team members' skills through targeted coaching, resulting in improved individual performance.
• Delegated responsibilities based on individual strengths, empowering team members and improving efficiency.
• Set performance expectations, tracked progress, and provided timely feedback to ensure team goals were met.
• Boosted team morale and productivity using motivational techniques and clear communication.

• Managed the shared inbox, responding to 40+ emails daily, ensuring timely and accurate support for customers and stakeholders.
• Monitored KPIs (e.g., first response time, resolution time, customer satisfaction) and provided data-driven feedback to improve team performance and service quality.
• Led continuous improvement initiatives, streamlining workflows and increasing customer satisfaction levels across the team.
• Coached and mentored Customer Support Advisors, offering real-time guidance to build team capability and enhance service delivery.
• Acted as a Subject Matter Expert (SME) on housing policies, internal processes, and system usage, providing expertise to the team.
• Supported Team Leaders with operational tasks, including monitoring service quality, managing escalations, and identifying improvement opportunities.

• Managed 60 inbound and outbound calls daily, providing timely and accurate support to tenants, applicants, and stakeholders.
• Effectively de-escalated conflicts and resolved high-stress situations, ensuring positive outcomes and customer satisfaction.
• Addressed complex housing concerns with empathy, building trust and enhancing client satisfaction in Kāinga Ora services.
• Documented customer interactions in CRM systems, maintaining data integrity and complying with privacy standards.
• Recognized and responded to signs of mental distress, following best practices for de-escalation and connecting individuals to appropriate support services.
• Promoted equity and inclusion by upholding Te Tiriti o Waitangi principles and providing feedback on service improvements.