Camilla Vaea
Waterview,AUK
Summary
I am passionate and motivated professional with a drive for helping people and thrive working within a team environment. I am driven by creating a meaningful difference in the lives of those I serve and strive to be better each day. Through 15yrs of work experience with Kainga Ora as a Senior Housing Support Manager and from working in other roles, I have worked directly with our most complex customers face to face. This role has allowed me to understand our customers from a holistic perspective all while incorporating the values of Kainga Ora. I have also had the opportunity to engaging with stakeholders & service providers as well as leading community initiatives events.
Overview
17
17
years of professional experience
Work History
Senior Housing Support Manager
Kaingaora
10.2021 - Current
- Managed Portfolio 120 tenancy supporting customer and their whanau to settle into their home and community and to ensure the home is fit for purpose
- Work collaboratively with Maintenance to proactively manage maintenance request that impacts of whanau well-being
- Use strengths-based communication and empathy skills to encourage and empower customers to advance their wellbeing with the support of care plans
- Use strong networking skills to leverage and build trusting relationships with the community, local agencies, and service support providers to collaboratively respond to the needs of each whānau
- Provide peer support to other Senior Housing Support Managers and take collective responsibility for the delivery of a consistent, quality regional practice
- Mentor, support and assist Housing Support Managers in all aspects of the delivery of a quality practice
- Take collective responsibility for achieving the team's objectives
- Ensure that Kāinga Ora meets our tenancy management obligations under the Residential Tenancies Act
- Effectively identify and escalate risks (and any ideas to reduce the risk) to the Team Leader and provide suggestions on how risks may be reduce or mitigated
- Identify opportunities for improvement and innovation and make recommendations or offer suggestions to the Team Leader and Advisor Wellbeing Support for improving current practice, services, systems, and procedures
- Actively participate in continuous learning through skill development and training, peer reviews, customer, and leader feedback, to improve the effectiveness of the Senior Housing Support Manager role.
Acting Team Leader
Kaingaora
09.2023 - 11.2023
- Demonstrated experience respectfully and effectively interacting and leading diverse teams
- Extensive experience working in a customer services & customer focused environment.
- Self-motivated, with a strong sense of personal responsibility.
- Interviewed for new employees
- Inspiring and motivating direct reports and broader teams to achieve successful outcomes.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Tenancy Manager
Housing New Zealand
02.2014 - 03.2021
- Work directly with portfolio of 250 tenancy ensuring customers and their whānaus' housing and wellbeing needs are being met and continue to be met as changed over time.
- Accomplished multiple tasks within established timeframes
Needs Assessor
Housing New Zealand Cooperation
01.2011 - 01.2014
- Ability to quickly and comprehensively assess and understand customers' housing and support needs.
- Specialist knowledge working with customers who may have complex wellbeing needs.
- Natural relationship-builder, relating to customers from all backgrounds and walks of life.
- Advanced networking skills to develop and maintain collaborative relationships with external agencies and support providers.
- Cultural awareness and competency to interact with customers in inclusive and respectful way that is aligned to their aspirations and preferences.
Housing Access Manager
Housing New Zealand Cooperation
12.2008 - 01.2011
- Working directly with portfolio of 250 tenancy ensuring customers and their families housing and wellbeing needs are being met and continue to be met as change over time.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Building enriching and enduring relationships
- Visiting our customers at their homes from time to time, attend meetings with key stakeholders to ensure tailored support and services stay in place for our customers and their families.
- Work as part of local team who take holistic approach to support our tenants to have good access to jobs, amenities and services, and to thrive within their communities.
- De-escalating highly emotional situations and conversations, with the ability to problem solve and understand the reasons behind customer issues
- Work on rent arrears and debt recovery.
Reservations Agent
Avis Rentals
04.2007 - 10.2008
- Call Centre taking reservations for rental vehicles.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
Education
Some College (No Degree) - Family And Community Services
BYU Pathway Worldwide
Auckland, AUKBusiness Management
Te Wanaga O Aotearoa
Wellington, NZ2014
Business Administration And Management
Best Training
Auckland, NZ07.2000
High School Diploma -
Waitakere College
Auckland, NZ11.1994
Skills
Mentoring and Coaching
Networking & Relationship Builder
Thrive in stressful and fast-paced environments
Customer Facing/Customer Service
Communications and problem solving
- Mentoring and Coaching
- Planning and leading community events
- Empathetic and patient
- Project Management and leadership skills
- Skills using suite of Microsoft products and technology
IAP2 Australasia completed – Engaging with Influence / Conflict in Engagement / Engagement
Essentials / Engagement Methods / Engagement Facilitation & Engagement Evaluation
Mother and Youth leader
Verbal Referees
Are available on request
Summary Of Key Skills
- Work collaboratively, as a team player, to see transformative change in the lives of whānau
- Advocate and empower whanau to overcome challenges relating to material hardship
- Listen to the needs of whānau and offer links and referrals to appropriate service supports
- Experience in building and enriching customer relationships and dealing with those who have experienced trauma and abuse
- Skills in de-escalating highly emotional situations and conversations
- Strong and effective communicator, an active listener
- Ability to problem solve and understand the reasons behind customer issues
- Competent in interacting with people of diverse backgrounds and cultures, being able to identify their needs and work towards positive outcomes using Te Whare Tapa Wa model
- React to and address challenging situations with integrity and professionalism
- Experience in working in a community housing and making a difference in the community
Timeline
Acting Team Leader
Kaingaora
09.2023 - 11.2023
Senior Housing Support Manager
Kaingaora
10.2021 - Current
Tenancy Manager
Housing New Zealand
02.2014 - 03.2021
Needs Assessor
Housing New Zealand Cooperation
01.2011 - 01.2014
Housing Access Manager
Housing New Zealand Cooperation
12.2008 - 01.2011
Reservations Agent
Avis Rentals
04.2007 - 10.2008
Some College (No Degree) - Family And Community Services
BYU Pathway Worldwide
Business Management
Te Wanaga O Aotearoa
Business Administration And Management
Best Training
High School Diploma -
Waitakere College
Similar Profiles
Hafsa WaseemHafsa Waseem
Family Babysitter at Brother With High-Needs On The Autism SpectrumFamily Babysitter at Brother With High-Needs On The Autism Spectrum
SOPHIA LEOTASOPHIA LEOTA
Senior Advisor for Winter Energy Study at Kainga OraSenior Advisor for Winter Energy Study at Kainga Ora
Jonathan Paul NapierJonathan Paul Napier
Residential Project Manager at Signature Homes Rodney North ShoreResidential Project Manager at Signature Homes Rodney North Shore