Che Houpapa
Taumarunui,MWT
Summary
An experienced professional with over eight years experience working in the Electricity and Retail Industry across Aotearoa New Zealand. Now firmly planted in the Public Sector I am a driven individual interested in the social, economic wellbeing and welfare of people and communities. I bring value add and a range of skills and expertise to any role I have the opportunity to pursue. It behoves a great individual to understand the concept of a job well done and I believe I am an asset to any team
Overview
9
9
years of professional experience
Work History
2IC, Manager Client Service Operations (Acting)
Ministry Of Social Development - Work And Income NZ
09.2023 - Current
- Improved team productivity by streamlining daily operations and implementing efficient processes
- Developed and maintained strong client relationships for increased customer satisfaction and long-term loyalty
- Provide the team with operational direction approvals for hardship assistance, support for interviews, support for security events
- Support the delivery of daily operational plans by making sure that the team is engaged in expected activities and has the support needed to deliver service to whānau and clients
- Model the Ministry's values by example and support a people-centric culture
- Support the team to deliver our services in line with our policy and legislation, through sharing knowledge and providing advice
- Support to ensure health, safety, security and wellbeing policies and procedures are understood and followed
- Acting as an escalation point for the team to the Manager Client Service Delivery or Manager Client Service Operations
- Managed and motivated employees to be productive and engaged in work
- Accomplished multiple tasks within established timeframes
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
General Services Case Manager
Ministry Of Social Development - Work And Income NZ
10.2021 - Current
- Achieve positive client outcomes by developing and implementing comprehensive case management plans
- Enhance communication between clients and providers through consistent follow-ups and progress updates
- Coordinate essential services for clients, resulting in improved overall well-being and independence
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements
- Maintain and proactively build client relationships to develop deeper understanding of their situation and provide ongoing support
- Be culturally aware using an open courteous and empathetic manner in all interactions to build trust and rapport ensuring they are listened to and understood
- Financially provide accurate advice and assistance to resolve the clients emergent and immediate needs, make considered decisions and consider each clients situation and the impacts these decisions can have on clients and their families
- Maintain client record and privacy maintain accurate and concise client records to inform effective decision making that support good case-management and exceptional client experience. Ensure client information is stored securely and only disclosed to those with appropriate authority protecting client privacy
- Provided leadership, guidance and support to staff members.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Monitored program performance and outcomes for successful delivery of services
- Coordinated with community stakeholders for successful implementation of social and community service initiatives
- Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information
Energy Provisioning Specialist
Trustpower, Mercury Ltd
08.2018 - 09.2021
- Enhanced customer satisfaction by efficiently provisioning products and services
- Streamlined the onboarding process for new clients, ensuring timely delivery of energy, gas and telco services
- Collaborated with cross-functional teams to optimize inventory management and reduce lead times
- Conducted thorough quality checks on provisioned items, maintaining a high level of accuracy and minimizing errors
- Analysing and fixing exceptions and reporting where ICP's are switching to and from Trustpower Ltd
- Amending files and exporting this information via the electricity authorities national registry
- Communicating with industry participants; network distribution companies, metering equipment providers, retailers to ensure strict time frames of the switching process
- Communicating with customers regarding the transfer of their energy, gas and telco services to alternate providers
- Working to a rotational roster within the team allowing for development and growth
Customer Service Specialist - Switching
King Country Energy
09.2014 - 08.2018
- Enhanced customer satisfaction by resolving issues promptly and professionally
- Reduced response time for customer inquiries by streamlining communication processes
- Managed high call volume while maintaining a courteous and professional manner.
- Customer billing, commercial and residential
- Switching of ICP's to King Country Energy's acquisition portfolio
- Adhering to strict rules and regulations in accordance with the Electricity Authorities rules and regulations
- Marketing the value that King Country Energy contributed to the communities that it served and delivering incentives
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers
Education
Bachelors of Business Studies - Postgraduate Business Studies
Victoria University of Wellington
Wellington, NZ11.2028
High School Diploma -
Taumarunui High School
Taumarunui, NZ01.2014
Skills
- Decision Making
- Financial Analysis
- Emotional Intelligence
- Risk Management
- Cross-functional Collaboration
- Staff Development
- Project Management
- Multitasking
- Data Analysis
- Strategic Planning
- Customer Service
- Adaptability
- Effective Communication
- Quality Assurance
- Change Management
- Business Acumen
- Relationship Building
- Team Leadership
- Problem Solving
- Process Improvement
- Time Management
- Operations Management
- Customer Relationship Management (CRM)
- Verbal and Written Communication
- Complex Problem-Solving
- Project Planning
- Task Delegation
Referees
Candice Reid - Ministry of Social Development
Manager Client Service Delivery
Candice.Reid014@msd.govt.nz
0299841277
Jess Donald - Ministry of Social Development
Manager Client Service Operations
Jess.Donald015@msd.govt.nz
029 953 3197
Jo Andrews - Mercury Energy
Manager Billing & Collections
Jo.andrews@trustpower.co.nz
027 201 3917
Timeline
2IC, Manager Client Service Operations (Acting)
Ministry Of Social Development - Work And Income NZ
09.2023 - Current
General Services Case Manager
Ministry Of Social Development - Work And Income NZ
10.2021 - Current
Energy Provisioning Specialist
Trustpower, Mercury Ltd
08.2018 - 09.2021
Customer Service Specialist - Switching
King Country Energy
09.2014 - 08.2018
Bachelors of Business Studies - Postgraduate Business Studies
Victoria University of Wellington
High School Diploma -
Taumarunui High School
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