Joan-Marie Stone
Auckland,NZ
Summary
Knowledgeable with solid history of managing complex caseloads and providing comprehensive support to diverse client populations. Proven ability to assess client needs and develop tailored action plans that drive positive outcomes. Demonstrated strong communication and problem-solving skills in high-pressure environments. Professional with strong background in case management, prepared to make significant impact. Proven ability to collaborate with teams and adapt to changing needs. Skilled in client assessment, resource coordination, and crisis intervention. Reliable and results-focused, with commitment to achieving positive outcomes.
Overview
7
7
years of professional experience
Work History
CAFE WORKER
Gustos
05.2018 - 06.2018
- Auckland, Hibiscus Coast
- Wiped, sanitized and maintained floors, facility and equipment to adhere with company standards and procedures
- Fulfilled customer orders timely and efficiently while complying with pricing, packaging, and weighing procedures
- Displayed calm and friendly demeanor when addressing and resolving customer issues and complaints
- Maintained clean and attractive product displays to entice customer purchases.
ASSISTANT STORE MANAGER
The Just Group Nz
07.2018 - 05.2021
- Rotated merchandise and displays to feature new products and promotions
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals
- Processed payments for credit and debit cards and returned proper change for cash transactions
- Provided weekly work schedules to employees to accommodate business demands and vacation requests
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
CUSTOMER SERVICE
Noel Leeming
05.2021 - 12.2021
- RESPRESENTATIVE 02/05/2021 then moved into sales 1/12/21, Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered constant flow of customer calls with minimal wait times
- Maintained clean, safe work area in accordance with regulatory and organizational guidelines
- Restocked and organized merchandise
- Reconciled cash drawer at start and end of each shift
- Maintained cash drawer of $200
- Located customers with overdue accounts
- Listened to customers and negotiated solutions
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
SALES CONSULTANT
Noel Leeming
12.2021 - 05.2022
- Promoted and up-sold products and services to meet needs of customers
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales
- Upheld high standards of customer service by promoting and upselling new products and services
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Organized store merchandise racks and displays to promote and maintain visually appealing environments
- Drove client retention, managing engaging merchandise presentation to motivate impulse purchases
- Greeted, serviced and thanked all customers
- Maximized customer retention by resolving issues quickly
- Maintained organized, presentable merchandise to drive continuous sales.
Assistant Manager
Bed Bath & Beyond
05.2022 - 02.2023
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed organizational structure to outline and direct rules, roles and responsibilities.
- Monitored security to protect employees, customers and property.
- Created employee schedules to align coverage with forecasted demands.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Compiled financial data to comply with budget.
- Mentored team members to enhance professional development and accountability in workplace.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Developed strategy to increase sales and drive profits.
Case Manager
The Alternative Dispute Centre
03.2023 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Enhanced communication between clients and lawyers through consistent follow-ups and progress updates.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
- Conducted thorough assessments to identify client needs, laying groundwork for effective case management.
- Increased client satisfaction through diligent follow-up and personalized support.
- Trained new case managers, raising team's overall competency and service delivery standards.
- Advocated for clients in legal settings, ensuring their rights were protected and voices heard.
Education
Whangaparaoa College
Skills
- Product and Service Sales
- Business Development and Planning
- Sales
- Budgeting
- Store Management
- Staff Management
- Cross-Selling
- Cash Handling
- Store Merchandising
- Cleaning
- Cash Register Operation
- Store Operations
- Product Knowledge
- Visual Merchandising
- Key Performance Indicators (KPIs)
- Problem-solving
- Case management
- Time management
- Case documentation
- Organization and multitasking
- Documentation and reporting
- Relationship building
- Positive attitude
- Critical thinking
- Records management
- Data entry and analysis
- Crisis intervention
- Emotional awareness
- Case management tracking
- Staff education and training
- Clear communication
- Verbal and written communication
- Attention to detail
- Excellent communication
- Multitasking
- Organizational skills
Timeline
Case Manager
The Alternative Dispute Centre
03.2023 - Current
Assistant Manager
Bed Bath & Beyond
05.2022 - 02.2023
SALES CONSULTANT
Noel Leeming
12.2021 - 05.2022
CUSTOMER SERVICE
Noel Leeming
05.2021 - 12.2021
ASSISTANT STORE MANAGER
The Just Group Nz
07.2018 - 05.2021
CAFE WORKER
Gustos
05.2018 - 06.2018
Whangaparaoa College
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