Ericha Ulberg
Favona,AUK
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and maintaining rapport.
Overview
5
5
years of professional experience
Work History
Housing Support Manager
Kainga Ora
Mangere
01.2022 - Current
- Managed a portfolio of customers and their families, ensuring housing and wellbeing needs were met.
- Conducted regular home visits and maintained strong, enduring relationships with customers.
- Collaborated with key stakeholders to provide tailored support and services.
- Addressed rent arrears and handled debt recovery, de-escalating emotional situations.
Senior Housing Support Manager (Secondment)
Kainga Ora
Mangere
01.2023 - 01.2024
- Managed a portfolio of customers with higher support requirements and complex needs, ensuring their housing and wellbeing needs were met.
- Built meaningful, lasting relationships with customers, using a culturally aware approach.
- Developed an in-depth, holistic understanding of customers' needs and leveraged knowledge of support services to maximize their independence.
- Played a key role in coaching and mentoring Housing Support Managers, enhancing team capability.
- Skilled at connecting with hard-to-engage customers and de-escalating highly emotional situations.
Case Manager
Ministry of Social Development
Manurewa
06.2019 - 12.2021
- Engage directly with clients to support and assist them in achieving their goals towards financial independence.
- Possess in-depth knowledge of local community resources and support services.
- Establish and maintain connections with a diverse range of stakeholders.
- Recognize and advocate for the positive impact of employment on individuals' lives.
- Demonstrate high levels of trust, sensitivity, empathy, and care in client interactions.
- Maintain composure under pressure and thrive in a busy work environment.
- Provide a variety of services including income support, assistance in securing tenancies, and exploring employment, vocational, and training opportunities.
Education
Bachelor of Science - Geography
Victoria University of Wellington
Wellington12-2015
Skills
- Relationship Building
- Social Perceptiveness
- Interpersonal Communication
- Attention to Detail
- Complaint resolution
- Critical Thinking
- Problem Resolution
- Conflict Mediation
Timeline
Senior Housing Support Manager (Secondment)
Kainga Ora
01.2023 - 01.2024
Housing Support Manager
Kainga Ora
01.2022 - Current
Case Manager
Ministry of Social Development
06.2019 - 12.2021
Bachelor of Science - Geography
Victoria University of Wellington
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