Anita Wales
Papanui,Christchurch
Summary
Compassionate Case Manager/Customer Service experienced with people who are on benefits and homeless. Hardworking and dedicated to achieving desired outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.
Overview
18
18
years of professional experience
Work History
Integrated Services Case Manager Emergency Housing
Ministry Of Social Development
10.2020 - 03.2024
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Streamlined service coordination efforts through diligent maintenance of client files and efficient use of case management software tools.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
- Provided leadership, guidance and support to staff members.
Case Manager
Ministry Of Social Development
06.2012 - 10.2020
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Coordinated essential services for clients, resulting in improved overall well-being and self-sufficiency.
- Assisted clients in developing and setting realistic goals to promote positive change.
- Developed and maintained strong relationships with community resources for successful referrals.
- Streamlined documentation processes, increasing efficiency in caseload management.
- Facilitated client support groups to provide resources and assistance.
- Assisted clients in identifying community resources and connecting with appropriate services.
Customer Service Representative
Ministry Of Social Development
02.2006 - 06.2012
- Promptly responded to inquiries and requests from prospective customers.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled customer inquiries and suggestions courteously and professionally.
- Cross-trained and backed up other customer service managers.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Answered constant flow of customer calls with minimal wait times.
Education
National Certificate in Public Sector Service - Client/Customer Service
Ministry of Social Development
Christchurch, NZ01.2009
Skills
- Relationship Building
- Problem-Solving
- Reliability and punctuality
- Patience and composure
Timeline
Integrated Services Case Manager Emergency Housing
Ministry Of Social Development
10.2020 - 03.2024
Case Manager
Ministry Of Social Development
06.2012 - 10.2020
Customer Service Representative
Ministry Of Social Development
02.2006 - 06.2012
National Certificate in Public Sector Service - Client/Customer Service
Ministry of Social Development
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