Gloria Sharma
Auckland,AUK
Summary
Driven and determined
Compassionate and Empathetic
Spirited team leader consistently receives positive feedback from front line officers
Diligent and focused on outcomes
Adaptable - proven track record in providing extremely quick, and positive results
Overview
19
19
years of professional experience
1
1
Certification
Work History
District Services Coordinator - Upper North Island
New Zealand Police
12.2006 - Current
- Resolve escalated inquiries and complaints to maintain satisfaction.
- Handle day-to-day enquiries via phones or emails.
- Built positive rapport and relationships
- Create reports using in house software
- Addressed customer concerns, demonstrated empathy, and resolved problems swiftly.
- Provides excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Investigated and resolved inquiries and complaints quickly.
- Onboarded and trained new and temporary staff to meet SOP, performance and service goals.
- Maintained knowledge database for use within group
- Sought ways to improve processes and services .
- Cross-trained and backed up other customer service managers.
- Enhanced productivity levels by anticipating needs and delivering options
- Exhibited high energy and professionalism when dealing with staff
- Implemented and developed service training processes.
- Responds proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Followed-through on all critical inter-departmental escalations in order to meet deadlines
- Promoted available products and services to customers during service.
- Managed timely and effective replacement of damaged or missing products.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collected and returned items to correct shelf locations and organized hardware
- Investigated and resolved accounting, service and delivery concerns.
- Educated service providers about billing, payment processing and support policies and procedures.
- Built relationships with front line Officers to encourage our Values.
- Worked flexible schedule and extra shifts to meet business needs in times of demanding situations.
- Helped Officers and other administration staff navigate applications to deliver best-in-class experiences.
- Created, prepared, and delivered reports to various Heads of Department
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Prepared agendas and took notes at meetings.
- Analysed data related to administrative costs and spending trends to prepare budgets for social fund activities.
- Consulted with management to assess requirements and develop operational enhancements to streamline processes and increase team performance.
- Scheduled office meetings
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
- Processed customer orders accurately and within agreed time frames to meet service standards.
- Handled day-to-day accounting processes to drive financial accuracy.
- Matched purchase orders with invoices and recorded necessary information.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Supports Financials by processing invoices and documents with consistent on-time delivery.
- Maintained account accuracy by reviewing and reconciling staff credit card checks monthly.
- Adhered to Departments policies and procedures
Social Work Resource Assistant
Te Pae Oranga (formerly Child Youth And Family)
06.2004 - 10.2005
- Maintained impeccable case notes and documented activities fully utilising in house systems
- Evaluated individuals' financial resources and current needs related to health and wellbeing concerns.
- Helped develop effective care plans advocated for needs of each client with outside agencies and care professionals.
- Coordinated referrals to community services to help clients obtain needed support.
- Protected clients' health information with strict protocols focused on controlling access to confidential information.
- Detailed young person's medical and social needs for other personnel and arranged for appropriate services.
- Transitioned young person to facility explaining in details protocols and answering questions and resolving problems during onboarding processes.
- Conducted home visits to check on young person's well-being.
- Assessed young person based on factors such as truancy in school and potential to escalate given current family situations thus help social workers make informed case decisions.
- Assisted in conducting needs assessments to identify key areas of service needs.
- Facilitated outreach activities to build self awareness.
- Facilitated communication between young person and wider family members for a positive outcome.
- Developed and maintained accurate records of programs attended
- Provided support to young people in care by navigating available resources.
- Determined needs and relevant interventions based on each young person's abilities.
- Cultivated and maintained relationships with young people and family members to facilitate outreach activities.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
- Improved clients' coping with routine life activities such as socialising with extended family
- Coordinated with local government to provide resources to clients.
- Developed programs to address youth's focus
- Administered and tracked client service payments.
- Spoke with senior Team Leaders to expand community engagement and program outreach.
Education
Bachelor of Arts - Social Services (Distance Education)
Warangal University
Warangal, Skills
- Time Management
- Active Listening
- Records Management
- Critical Thinking
- Clerical Support
- Team building
Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with teams in the development of the new CONCUR application for credit card holders
- Office Champion
Certification
- Certificate in Small Business Management (Level 4) - Te Wananga o Aotearoa)
- National Certificate in Real Estate (Salesperson) (Level 4) - Unitec Institute of Technology
- Certificate in Money Management - Te Wananga o Aotearoa
- National Certificate in Business Administration and Computing (Level 3) - Open Polytechnic of New Zealand
- National Certificate in Computing (Level 3) - UCOL
- National Certificate in Business Administration and Computing (Level 2) - Open Polytechnic of New Zealand
- National Certificate of Educational Achievement (Level 2) - New Zealand Qualifications Authority
- National Certificate of Educational Achievement (Level 2) New Zealand Qualifications Authority
- Kiwi Host
- First Aid Qualified and Current
- Full Drivers Licence and Clean
Languages
Hindi
Professional Working
Marathi
Professional Working
Konkani
Elementary
Timeline
District Services Coordinator - Upper North Island
New Zealand Police
12.2006 - Current
Social Work Resource Assistant
Te Pae Oranga (formerly Child Youth And Family)
06.2004 - 10.2005
Bachelor of Arts - Social Services (Distance Education)
Warangal University
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