Courtenay O'Donnell

Analysis and Advice - establishing general needs ranging from ongoing financial assistance, housing advice, hardship assistance and guidance towards long term employment.

- Identified potential employment barriers to establish a pathway for whanau to progress towards a safe, strong & independent future.

­­­­­Duties/Tasks – Processed new applications ranging from Jobseeker Support, Sole Parent Support, Emergency Benefits, and various other forms of ongoing financial assistance.

- Referred whanau to additional support such as Contracted Services to walk alongside the people we serve towards achieving their goals, whether they be employment, housing or health related goals.

• Customer Service - Navigated and directed foot traffic in a busy Front of House setting, as well as assisting with quick fire hardship assistance. I took pride in greeting whānau with a warm welcoming to ensure that they feel welcomed, while also ensuring that behaviours were managed to an appropriate standard to ensure all visitors and staff felt safe.
• General Client Engagement - Assisted whānau with immediate ongoing financial assistance such as granting benefits, as well as transferring my experience from the Thames office to assist with managing housing issues such as Emergency/Transitional housing queries/applications in a very stressful environment.

• Analysis and Advice - establishing client housing needs within the Waikato region while providing sound advice to those encountering barriers within the private rental market. Providing professional advice to client's at risk of/or concerned with landlord issues.
• Client Management - managed complex relationships by building trust with multi-priority clients who are experiencing financial hardship, employment and housing barriers, while working with contracted services to build relationships and to provide whānau with opportunities, tools, empowerment and guidance towards a brighter future.
• Risk and Issues Management - investigated and resolved client requests regarding Emergency Housing by offering advice from a Residential Tenancies Act aspect, while forward planning with client's to establish a plan moving forward with options regarding housing alternatives within the Hauraki area.

• Analysis and Advice - established rental rates based on market rent statistics and in association with market supply and demand, making recommendations to senior management.
• Stakeholder and Client Management - managed complex relationships with various tenants, owners, suppliers/contractors, community organisations and government agencies.
• Property Management - processed payments to owners and suppliers/contractors; project managed property maintenance and repairs across a network of over 120 properties, ensuring quality delivery to time, cost, scope and expectations of landlords and tenants.
• Risk and Issues Management - investigated and resolved tenant/landlord disputes with ease and professionalism.

• Analysis and Advice - established rental rates based on market rent statistics and in association with market supply and demand, making recommendations to senior management.
• Business Objectives - successfully grew the rental portfolio by 25% through professional representation and quality customer service experiences.
• Stakeholder and Client Management - managed complex relationships with various tenants, owners, suppliers/contractors, community organisations and government agencies; provided professional representation on behalf of landlords at Tenancy Tribunal hearings.
• Property Management - processed payments to owners and suppliers/contractors; project managed property maintenance and repairs across a network of over 80 properties, ensuring quality delivery to time, cost, scope and expectations of landlords and tenants.
• Risk and Issues Management - investigated and resolved tenant/landlord disputes with ease and professionalism.

• Analysis and Advice - prepared timely and accurate Sale & Purchase Agreements for Sales Agents in regards to the sale of residential and commercial properties; prepared sale listings to actively market residential and commercial properties for sale or lease.
• Office Management and Administration - responsible for opening and closing of offices; extensive scheduling, diary management and preparing agendas and taking accurate minutes; tracked office supplies and restocked low items to keep team members on-task and productive; applied advanced administrative and analytical skills in overseeing day-to-day operational activities; reconciled account files and produced monthly reports; edited documents to improve accuracy, flow and readability; prepared digital and print advertising;
• Customer Enquiries - managed varying volumes of customer and public-member enquiries, providing a quality customer experience focused on empathy and follow-through.

• Sales and Advertising - prepared, designed and coordinated classified and seasonal features and advertisements on behalf of clients; prepared and designed print-ready artwork for print media advertising.
• Office Management and Administration - applied advanced administrative and analytical skills in overseeing day-to-day operational activities; reconciled account files and produced monthly reports; edited documents to improve accuracy, flow and readability.
• Customer Enquiries - managed varying volumes of customer and public-member enquiries, providing a quality customer experience focused on empathy and follow-through; responded to requests for information.