Corynne Manson
Stokes Valley,Lower Hutt
Summary
Hardworking and motivated professional with strong organisational and communication skills. Proven ability to enhance operational efficiency through process improvement initiatives. Experienced administrator with a focus on business efficiency and a strategic mindset. Adaptable leader with a commitment to health and well-being, thriving in both team and independent settings.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Administration Support Officer
Department of Corrections
03.2024 - Current
- Process incoming emails and mail by post following guidelines
- Manage prisoner funds - receipt of and send monies out
- Follow up queries from staff, prisoners, family and providers
- Payroll assistance as required
- Escalate any concerns re fraud, abuse, self harm or harm to others
- Performed data entry tasks into various databases.
- Offered reception coverage to relieve staff during absences or breaks.
- Answered telephone calls and emails from customers.
- Maintained positive working relationship with fellow staff and management.
- Maintained filing systems, both electronic and hard copy.
- Responded to inquiries from internal and external customers in a timely manner.
- Encouraged and improved cross-department internal communication.
- Coordinated with IT department to resolve technical issues and maintain computer systems.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Customer Support Centre Manager
PAE
09.2022 - 11.2023
- Monitor workload of the team to ensure an efficient and effective workflow
- Manage day to day duties for contact centre team of up to 10
- Staff rosters
- Coaching
- Address queries from staff daily and advise
- Risk management
- Problem solving
- Relationship building with internal and external stakeholders
- Weekly reports
- Keep up to date with relevant changes and update staff and key stakeholders
- Develop and implement business processes
- Recruitment
- Attend senior management meetings
- Collaborate with business development stakeholders to discuss best practice
Service Manager Allegation Line
Ministry of Social Development
12.2019 - 08.2022
- Assigned tasks to staff, establishing priorities and objectives.
- Enhanced team productivity and quality objectives by establishing and upholding clear service benchmarks.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Led the recruitment and hiring process for new service department staff.
- Coordinated staff schedules to ensure adequate coverage during peak hours.
- Established and enforced safety protocols to ensure a safe working environment for all employees.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Conducted regular training sessions for staff on new technologies and customer service best practices.
- Analyzed business performance data and forecasted business results for upper management.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Motivated and supported employees to maintain low turnover.
- Recruited and trained new employees to meet job requirements.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Facilitated communication between the service department and other company divisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Created detailed reports on service activities for senior management review.
- Monitored and analyzed service metrics to identify trends and areas for improvement.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Reviewed completed work to verify consistency, quality, and conformance.
- Pitched in to complete various duties during peak periods or employee absences.
Quality Officer
Ministry of Social Development
03.2015 - 12.2019
- Quality Assistant - initially worked alongside our Trainer/Quality Officer for approx. 12-18 months
- Sole Quality Officer for 3.5 years
- 100% checks on all work including Allegations and Early Intervention work until set standards are reached
- Staff training - co-ordinate and deliver training for new staff to the Allegation Line
- Update Training Manual as required
- Monthly checks to ensure ongoing quality of work is up to MSD Quality Standards
- Enter checks into Connect with appropriate feedback
- Provide ongoing support to new and existing staff
- Advise staff daily re complex queries
- Identify areas for improvement and write up new step by step processes as needed
- Keep the team up to date with new processes
- Responsible for keeping Allegation Line HIYA page updated
- Assist various working groups with projects relating to fraud processes and quality assurance
- Inform Service Manager of any trends or risks
- Facilitate team meetings as required
- Maintain good relationships with Fraud Intervention Services colleagues
Employment Broker
Ministry of Social Development
05.2012 - 03.2015
- List job vacancies for employers nationwide on Work and Income website
- Match and refer appropriate candidates
- Follow-up with employers and candidates
- Help to prepare clients for interviews
- Manage expectations of employer's requirements
- Discuss appropriate candidates for future employment opportunities
- Record information on several databases
- Work closely with other members of frontline staff nationwide
Community Ministries Co-Ordinator
The Salvation Army
Upper Hutt
05.2011 - 02.2012
- To assess the needs of the community and implement appropriate programs to meet those needs
- Responsible for 4 x staff members
- Meeting with people from the community either self-referred or referred by other community organizations such as CAB, WINZ, Women's Refuge etc.
- Assessing needs by way of an interview process according to The Salvation Army guidelines
- Entering personal details on database and keeping information confidential
- Referring clients to counselling, Alcohol & Drug treatment Centre's, Budget Advisors, Women's Refuge
- Identifying and implementing processes
- Advocate for clients within community such as; WINZ, Alcohol & Drug Centre's, Budget Advisors, Women's Refuge, Marae
- Sourcing discounted or donated stock from local suppliers
- Providing support to those in need in the community
- Building rapport to allow individuals to open up
Initial Response Worker
The Salvation Army
Lower Hutt
01.2010 - 05.2011
- Assessing needs of every visitor/client, by way of an interview process according to The Salvation Army guidelines.
- Responsible for volunteers and assisting with overseeing Reception staff on a day to day basis
- Meeting with people from the community either self-referred or referred by other community organisations such as CAB, WINZ, Women's Refuge etc.
- Entering personal details on database and keeping information confidential
- Referring clients to counselling, Alcohol & Drug treatment Centre's, Budget Advisors, Women's Refuge
- Assisting with CV and job search
- Listening and advising from a non-judgemental outlook
- Advocate for clients within community such as; WINZ, Alcohol & Drug Centre's, Budget Advisors, Women's Refuge, Marae
- Providing clients with food parcels, clothing or furniture as needed
- Sourcing discounted or donated stock from local suppliers
- Taking clients through a one on one 'personal improvement programme'
Skills
- Full driving license
- Analytical thinker
- Stakeholder engagement
- Detail-oriented
- Client relations
- Employee development
- Effective time organization
- Business professionalism
- Adaptable
- Management capabilities
- Business application proficiency
- Resilient
- Conflict resolution
- Self motivation
- Workflow optimization
- Cross-functional collaboration
- New hire onboarding
- Proofreading
- Operations oversight
- Administrative improvement
- Performance monitoring
- Staff management
- Performance improvement
- Leadership
- Risk assessment
- Data entry
- Mail management
Certification
- NZ Dental Assistant Certificate
- He Papa Tikanga Level 3
- Leader as Coach
- NZ Business Certificate in First Line Management Level 4
References
References available upon request.
Timeline
Administration Support Officer
Department of Corrections
03.2024 - Current
Customer Support Centre Manager
PAE
09.2022 - 11.2023
Service Manager Allegation Line
Ministry of Social Development
12.2019 - 08.2022
Quality Officer
Ministry of Social Development
03.2015 - 12.2019
Employment Broker
Ministry of Social Development
05.2012 - 03.2015
Community Ministries Co-Ordinator
The Salvation Army
05.2011 - 02.2012
Initial Response Worker
The Salvation Army
01.2010 - 05.2011
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