Ingrid Horotini
Matamata
Overview
28
28
years of professional experience
Work History
Teaching Support
Matamata College
Matamata
01.2022 - Current
- Support for students and teachers to assist with their learning
- Providing a reader/writer support to students with difficulties
- Using excel to timetable where different students are so we can plan our support
- Provided individual support so students can work towards NZQA qualifications.
Learning support teacher
Warkworth Primary School
Warkworth
01.2021
- Support for teachers and students to assist with their learning
- Working with children with behavioral and learning needs to help them make the transition to school successful
- I am adaptable and ready for students at all different levels both socially and academically.
Senior Customer Service Officer
Immigration New Zealand
Auckland
01.2012 - 01.2016
- Focused on quality analysis of the calls coming into the call center was responsible for looking for trends and areas of development for all staff within the call center
- Developed a reporting tool to collate all the data from the call observations feed this information back to the management team
- Worked from home self-managed my time and made sure that the work was available to the managers in a timely fashion.
Immigration manager
Immigration New Zealand
Auckland
01.2006 - 01.2012
- Managed a team within the call center
- Worked with the management team to provide the strategic direction for the call center
- Help the team meet their individual goals and also the worked to meet the business KPIs and objectives
- Was involved in the recruitment of staff and recruitment drives
- Managed the personal development of my team and work with them to achieve their performance objectives
- Worked on the BCP plan and also health and safety for the call center.
Customer services Supervisor
Fonterra New Zealand
Auckland
01.2004 - 01.2005
- Worked in the Call Centre for Fonterra New Zealand processing the orders for their New Zealand customers making sure there was enough product available when our customers required it
- Worked on SAP systems and also their in-house system
- Worked with the following customers Chelsea Sugar, Cadbury etc.
Team Leader
Direct Line Insurance
Bristol England
01.1997 - 01.2003
- I was responsible for a team of 10 personal claims advisors and process clerks
- I managed their personal development and making sure they are hitting the KPIs for the department
- I collated statistical information for both the team and department on a daily, weekly, and monthly basis
- I was part of the recruitment team, which involved interviewing and recruiting staff
- I dealt with both internal and external customers on a management level
- Dealing with their escalated concerns and complaints.
Timeline
Teaching Support
Matamata College
01.2022 - Current
Learning support teacher
Warkworth Primary School
01.2021
Senior Customer Service Officer
Immigration New Zealand
01.2012 - 01.2016
Immigration manager
Immigration New Zealand
01.2006 - 01.2012
Customer services Supervisor
Fonterra New Zealand
01.2004 - 01.2005
Team Leader
Direct Line Insurance
01.1997 - 01.2003
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