Summary
Overview
Work History
Education
Skills
Timeline
Hobbies and Interests
Generic

JOYCE IULIANO Siaunuua

Masterton

Summary

I am a compassionate and effective person with valuable experience in administration, customer service as well as teaching. As an overseas graduate with an experience of working in a customer service administration and teaching background. I bring skills and knowledge that would help any company, organization, institute, or ministry thrive and develop. I am excellent in working with others to achieve a certain objective on time and with excellence. Developed leadership and coordination skills in fast-paced, customer-service-focused environment. Expertise in managing teams, resolving conflicts, and ensuring efficiency through effective task delegation and operational oversight. Seeking to transition into new field, leveraging strong organizational and communication abilities to contribute to new team.

Results-driven case management professional with track record of effective client advocacy and support. Experienced in conducting thorough assessments and creating individualized care plans to meet client needs. Collaborates seamlessly with multidisciplinary teams and adapts to dynamic situations to ensure optimal client outcomes.

Overview

5
5
years of professional experience

Work History

Case Manager

Work And Income
03.2025 - Current
  • Coordinated comprehensive case management plans to support client needs and facilitate access to resources.
  • Assessed client eligibility for various services, ensuring compliance with organizational policies and regulations.
  • Monitored progress of cases, adjusting plans based on changing circumstances and client feedback.
  • provide financial assistance to meet client's immediate needs.
  • Show Manaakitanga: welcomes and make clients feel at ease to facilitate open engagement and demonstrated Service Delivery's desired client culture
  • Culturally Aware and uses an open, courteous and empathetic manner in all interactions to build trust and rapport with clients and ensure they are listened to and understood
  • Conducted regular follow-ups with clients, providing ongoing assistance and addressing emerging issues promptly.
  • Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
  • Developed and implemented comprehensive case management plans to address client needs and goals.
  • proactively build and maintain client relationships to develop a deeper understanding of their situation and provide effective ongoing support.
  • Develop an understanding of the wider organisation to help build relationships and linkages between colleagues and external providers (where applicable) to ensure a seamless service provided.
  • Connect clients to internal and external and external providers of specialists services using MSD's formal referral process to help clients with specific needs to achieve their potential outcomes.
  • Maintain complete, concise and up to date client record information to inform effective decision making that supports the client and ensures a consistent client experience across MSD's delivery channels.
  • ensure client information is stored securely and only disclosed to those with appropriate authority, to protect client privacy at all times.

Shift Supervisor

KFC
03.2024 - 03.2025
  • Leading a Shift is my main responsibility and other responsibilities include:
  • Interacting and communication with customers by being culturally aware, using courteous and empathetic manner to build trust and rapport, ensuring they are listened to and understood
  • Keeping the team encouraged on the competency level with other stores
  • Ensuring the store equipment and goods are well stocked up
  • Ensuring the store maintain its sales in a high level
  • Answering phone queries and updating records of everyday sales
  • Maintain safety and security measures of the store
  • Ensure staff adhere and follow procedures for health and safety of staff and customers
  • Maintain daily, weekly and monthly stock take
  • Assist the RM in the recruitment process
  • Maintain cleanliness of the store on the day to day basis
  • Maintain internal and external relationship with staff and customers
  • Bank reconciliation and Counting Tills at End of Shift

English & History Teacher and Assistant Teacher

St Mary's College
02.2021 - 04.2023
  • I was an assistant teacher to my form class which I held a lot of responsibilities in assisting the class form teacher
  • Assessing students with their needs in terms of assignments and studies
  • Worked cooperatively with other teachers, administrators and parents to help student's teacher learning objectives
  • Develop an understanding of the wider school to help build relationships and linkages between students, teachers and parents to ensure a seamless service is provided for all
  • Modified lesson and curriculum to accommodate diverse learners via strategies such as peer-assisted learning & excellent reading comprehension
  • Keep student on tasks with proactive behavior modification and positive reinforcement strategies
  • Build and maintain relationships to develop a deeper understanding of student's needs and provide effective ongoing support
  • Taught English to 52 students in classroom setting

Receptionist/ Secretary Admin

Don Bosco Technical Centre
02.2020 - 02.2021
  • Maintaining up to date record and client privacy
  • Planning and implementing strategies to achieve desired outcomes
  • Assisted coworkers and staff members with special tasks on daily basis
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
  • Organized logistics and materials for each meeting and took detailed notes for later dissemination to staff members
  • Cash handling, maintain accuracy of receipt, keep records and data up to date
  • Ensure the accuracy and balance of cash on a daily basis without a shortage or over after calculation
  • Build and maintain internal and external relationship with customers and coworkers
  • Maintain excellent and respectful communication with customers and coworkers
  • Managed approximately 30 incoming calls and emails per day from clients and customers

Education

Pre-employment training certificate - Health And Wellbeing Level 2 Units

Ministry of Social Development - MySkills
Masterton, WGN
10.2023

Bachelor of Arts - English Language & Literature, Sociology

National University of Samoa
04.2021

Certificate in Arts - history, anthropology, Geography, English, computing

National University of Samoa
12.2014

Skills

  • Interaction and Communication
  • Management
  • Social media
  • Computer Literacy
  • Influencing
  • Decision making
  • Collaborative team member
  • Cash handling
  • Computer literate
  • Excellent computer skills
  • Leadership and management
  • Adaptability
  • Time management
  • Case management
  • Problem-solving
  • Case documentation
  • Active listening
  • Relationship building

Timeline

Case Manager

Work And Income
03.2025 - Current

Shift Supervisor

KFC
03.2024 - 03.2025

English & History Teacher and Assistant Teacher

St Mary's College
02.2021 - 04.2023

Receptionist/ Secretary Admin

Don Bosco Technical Centre
02.2020 - 02.2021

Bachelor of Arts - English Language & Literature, Sociology

National University of Samoa

Certificate in Arts - history, anthropology, Geography, English, computing

National University of Samoa

Pre-employment training certificate - Health And Wellbeing Level 2 Units

Ministry of Social Development - MySkills

Hobbies and Interests

Socializing, Learning new ideas, Reading, Volunteering, Cleaning and cooking, Creative writing and community involvement, Sports
JOYCE IULIANO Siaunuua