Ana Robertson
Clover Park,Manukau
Summary
I am an experienced Case Manager who offers outstanding communication and cross-cultural management skills. A high-energy visible leader with strong personal values who is seeking a new strategically focused challenging role.
Overview
14
14
years of professional experience
Work History
Employment Case Manager
Ministry of Social Development
12.2019 - Current
- Collaborate with key stakeholders such as Work brokers in regards to sourcing Employments for our clients
- Proactive engagement's on monthly basis with Clients to talk about their work obligations
- Supporting client's by making referrals to Contracted providers to upskill in their preferred field of work industry
- Work closely with my colleagues and other team members within the workplace to support clients with Employment related query
- Making register of referrals to our Work Brokers for job vacancies
- Helping out with the wider team in regards to any financial related support or other clients query that come through to site
- Taking Leadership in the Employment Day space to help Work Brokers fill their Job Vacancies
- Maintained detailed case notes and records of client interactions, ensuring accurate documentation of services provided.
- Connected clients with appropriate community resources to address barriers such as transportation, childcare, and housing issues.
- Collaborated with multidisciplinary teams to provide holistic support for clients, resulting in successful job placements.
- Assisted clients in preparing resumes, cover letters, and other application materials tailored to specific job opportunities.
- Enhanced client employability by conducting comprehensive assessments and identifying individual strengths and weaknesses.
Customer Service Specialist
Auckland Transport
08.2016 - 10.2018
- Managed approximately 40+ incoming calls and emails enquiries regarding their AT hop cards and public transport related per day from customer
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Replying to customers professionally making sure their enquiries is handled efficiently and effectively within a timeframe given via Phone and Emails
- Working together with a wide range of internal departments to assign AT Hop related cases received.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
Gaming Machines Attendant
Sky City Casino
02.2011 - 03.2014
- Working together with internal Staff Securities, Surveillance and Medic department for any Customers Escalation or Dispute
- Executed daily tasks such as restocking supplies, processing payments, and assisting customers with questions or concerns.
- Collaborated with team members to improve overall service quality and guest experience.
- Maintained a clean and safe environment for guests through regular inspection and cleaning tasks.
- Responded to customer requests efficiently and with knowledgeable assistance.
- Contributed to a positive work atmosphere by maintaining open communication with colleagues and supervisors.
- Handled cash transactions accurately, ensuring proper documentation for financial records.
- Resolved customer complaints in a timely manner, demonstrating professionalism and empathy.
- Assisted in training new attendants, sharing best practices and tips for efficient service.
Skills
- Relationship building
- Professional ethics
- Strategic thinker
- Task prioritization
- Customer focused
- Time management abilities
- Effective Communicator
- Adaptability and Flexibility
Languages
Samoan
Native or Bilingual
Interests
- I enjoy cooking for friends and family gatherings
- Youth mentor, providing guidance and support to empower the next generation of leaders
- Go to Church
- Spending quality time with my family
- Sewing materials together
- Stay at home and relax
Timeline
Employment Case Manager
Ministry of Social Development
12.2019 - Current
Customer Service Specialist
Auckland Transport
08.2016 - 10.2018
Gaming Machines Attendant
Sky City Casino
02.2011 - 03.2014
Similar Profiles
Amoya SimpsonAmoya Simpson
Intern at Ministry Of Social Development Social Welfare DepartmentIntern at Ministry Of Social Development Social Welfare Department
PARDEEP HEER-BRACHPARDEEP HEER-BRACH
PROGRAM SPECIALIST at MINISTRY OF SOCIAL DEVELOPMENT AND SOCIAL INNOVATIONPROGRAM SPECIALIST at MINISTRY OF SOCIAL DEVELOPMENT AND SOCIAL INNOVATION
Munira KhanMunira Khan
Assistant at New Zealand Ministry Of Social DevelopmentAssistant at New Zealand Ministry Of Social Development