- I enjoy drawing and painting, which helps improve my creativity and attention to detail
- Music
- Hiking
- Travel
- Life coaching/psychology
- Participating in voluntary work to promote positive change in the community
Caro Laufiso
Te Aroha,WKO
Summary
Goal driven and future focused Samoan, born and raised in Auckland - A positively impactful case manager with diverse experience predominately in the social and health sectors. Adept in relationship building and strong communication skills. Enjoys providing guidance, problem-solving, thinking strategically and fostering strong community and team connections.
Overview
26
26
years of professional experience
Work History
Case Manager
Ministry of Social Development
08.2021 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients' situations, identifying issues, goals, and necessary interventions.
- Applied leadership by facilitating employment seminars and maintaining caseloads
- Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
Debt Collector
First Credit Union
01.2019 - 07.2021
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
Call Centre Representative
First Credit Union
05.2017 - 12.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Administrator
Waikato District Health Board
03.2014 - 04.2017
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
Administrator (Secondment)
Waikato District Health Board
09.2013 - 02.2014
- Managed scheduling and coordination of meetings, ensuring efficient time management and prioritization.
- Oversaw administrative operations to support smooth daily workflows.
- Facilitated communication between departments, enhancing collaboration with streamlined processes.
Youth Worker (casual on Weekends)
Recovery Solutions
01.2013 - 12.2013
- Completed necessary reports and documentation to maintain thorough, accurate case records.
- Provided one-on-one mentoring to youth facing challenges, guiding them towards positive life choices and opportunities.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
Projects Officer (Secondment)
Waikato District Health Board
03.2013 - 08.2013
- Coordinated project schedules to ensure timely delivery of milestones.
- Improved project efficiency by streamlining communication between teams.
- Maintained open communication by presenting regular updates on project status to customers.
Secretary
Waikato District Health Board
10.2007 - 02.2013
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Scheduled appointments and conducted follow-up calls to clients.
Office Administrator
Advice Financial
08.2007 - 10.2007
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Contributed to a positive work environment by fostering strong working relationships among colleagues.
Business Support
WEL Networks
05.2005 - 08.2007
- Conducted business support and technical work using data organization and coordination skills.
- Strengthened client relationships, providing ongoing support to ensure continued success in achieving their business objectives.
- Participated in special projects as needed, applying analytical skills in liaison with business users and technical teams
Administrative Assistant
Transpower NZ Limited
01.1999 - 04.2005
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Maintained open communication by presenting regular updates on project status to team.
- Nominated company representative promoting careers in electricity industry with a focus on encouraging more Maori/pacific islanders into industry and main contact relied upon to monitor supplies and provide any updates to staff on emergency event coordination centre.
Education
Diploma in Life Coaching (with Merit) -
NZ Institute of Business Studies Ltd
05-2022
Certificate In Small Business And Entrepreneurship -
Fraser ACE (Adult Community Education)
04-2021
National Diploma in Business Administration -
ESITO/ESITO (Level 5)
01-2005
Skills
- Problem-solving
- Case management
- Time management
- Relationship building
- Critical thinking
- Honest communication
Interests
Timeline
Case Manager
Ministry of Social Development
08.2021 - Current
Debt Collector
First Credit Union
01.2019 - 07.2021
Call Centre Representative
First Credit Union
05.2017 - 12.2019
Administrator
Waikato District Health Board
03.2014 - 04.2017
Administrator (Secondment)
Waikato District Health Board
09.2013 - 02.2014
Projects Officer (Secondment)
Waikato District Health Board
03.2013 - 08.2013
Youth Worker (casual on Weekends)
Recovery Solutions
01.2013 - 12.2013
Secretary
Waikato District Health Board
10.2007 - 02.2013
Office Administrator
Advice Financial
08.2007 - 10.2007
Business Support
WEL Networks
05.2005 - 08.2007
Administrative Assistant
Transpower NZ Limited
01.1999 - 04.2005
Diploma in Life Coaching (with Merit) -
NZ Institute of Business Studies Ltd
Certificate In Small Business And Entrepreneurship -
Fraser ACE (Adult Community Education)
National Diploma in Business Administration -
ESITO/ESITO (Level 5)
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