Jessica Brew

People leadership

• I lead a multi-skilled team of 16 Customer Service Representatives providing leadership ensuring the delivery of outstanding service for our whānau we serve
• Effective leadership and motivation fostering a high performing team
• Coaching based management approach, focusing on strengths creating a culture of continuous improvement
• Creating opportunities for development through fostering collaboration and the celebration of the teams diverse range of strengths, skills and backgrounds
• Leading change through a positive and engaging approach, championing continuous improvement of our services.
• Managing team performance, both informally and through Formal Performance Improvement Plans. Ensuring to acknowledge and celebrate success and achievements along the way
• Management of human resource matters, ranging from performance management, Code of Conduct breaches, fraud and absenteeism

Communication and Relationship management

• Excellent relationship building and understanding of cultural diversity demonstrating manaaki - both internally and externally
• Collaboration within the all areas of the Contact Centre, Regional Office, Service Centres and WAIKATO Welfare Coordination Group (Civil Defence
  Emergency Management)

Delivering MSD's strategic direction

• Modelling and leading by example, embodying the MSD values and our people centric culture, inspiring and guiding others to do the
  same
• Clear leadership and direction for kaimahi, working as one to deliver our purpose as an organisation.
• Extensive experience interpreting and applying process, policy and legislation

Self Management

• Time management and prioritization of mahi, meeting deadlines without losing focus of priorities
• Futuristic in planning to be proactive, creatively problem solving and looking for opportunities for self-development and organisational development
• Demonstrating integrity through accountability of my decisions and actions, always striving to learn and improve

Achievements

• Leading the Health and Safety portfolio for the building across multiple agencies
• Continual development of Health and Safety induction with end to end overhaul
• Lead for Systems Thinking Test and Learn pilot
• Site Lead for COVID-19 Wage Subsidy implementation
• Hardship portfolio
• Building Committee member

• Answering inbound calls to help clients
• Multi-skilled in Work and Income products, Social Housing and New Zealand Super
• Making financially informed decisions
• Being culturally aware, non-judgemental, and open-minded.
• Exceptional verbal and written communications skills were demonstrated through in-depth discussions assessing needs
• Problem solving demonstrated by addressing issues while implementing policy and legislation
• Efficiently delivering timely, relevant and accurate information

Achievements

• Acting management opportunities, supporting teams
• Training new staff
• Supporting the site as a Technical Coach in processes and procedures
• Support Officer - supporting in administrative tasks

• Managed a store with 17 staff
• Ensured all policies and procedures were clearly outlined and expectations set
• Managed all stock take and ordering
• Weekly reports and breakdowns of budgeting and financial targets.
• Recruitment and people management
• Oversaw staff development and any retraining needs
• Handled all customer complaints appropriately, dealing with any behavioural issues