Karen Horo
Porirua,WGN
Summary
I am a highly dependable, engaging, and competent collaborator who possesses in-depth knowledge and expertise to deliver outstanding Customer Service Care with excellence.
A proven track record and strong believer of maintaining strong relations, unity and promoting inclusivity among team members.
I can be relied upon to start work on time, organise, and prioritise work efficiently, and take the initiative to upskill and complete learnings independently.
With a long desire and passion to move into a Service Management role, I love being part of a team, supporting colleagues and collectively finding solutions to best serve clients to be safe, strong, and independent.
With two years' experience as Customer Service Representative in the Contact Centre and skilled across W&I and NZ Superannuation line, I understand the challenges co-workers face each day and a prime focus for me would be to find the right balance to support the wellbeing of staff and expectation with performance.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Ministry Of Social Development
04.2021 - Current
- Receiving inbound calls and listening to client inquiries.
- Providing outstanding customer support courteously and professionally.
- Assessing clients' needs and eligibility to receive financial support.
- Providing relevant information and accessing further support for clients when needed.
- Schedule appointments and follow ups with our extended MSD support services.
- Processing and updating client information. Being mindful of client privacy.
- Treat each caller with dignity, and a genuine dedication to client care and Manaakitanga.
- Encourage clients to use online services
- Skilled to handle and de-escalate difficult calls and concerns quickly, and knowing when to escalate major issues to Service Manager.
- Supporting management by facilitating team building events and team 'go to' CSR when our Service Manager is away.
- Provide mentor and observation support to new intakes
Healthcare Assistant
Access Community Healthcare
03.2014 - 01.2021
- Assisted with patient personal hygiene, physical comfort, eating, and drinking, and mobility while observing and reporting specific changes.
- Delivered high standard of care to patients to build trust, promote equality and dignity.
- Available to speak with clients families to provide information about care and treatment.
- Follow instructions set out in client care plan.
- Maintained clean environment with due consideration to health and safety issues and infection control policy.
- Managed confidential documents and records.
- Implemented recommendations for reassessments for clients when required.
Skills
- Skilled on Work & Income, NZ Superannuation, Cards, Civil Defence, and Covid Welfare lines
- Strong collaboration skills and understanding the importance of working closely with co-workers and management to achieve goals
- Known as a supportive team member and always willing to be of assistance to others
- Ability to communicate and interact well with clients, co workers, and management
- Outstanding customer service performance and ability to take ownership of problems and challenges when they occur
- Supervised team during Service Managers absence
- Organised and lead HIYA time and Team Meetings
- Adaptable to change, and placing effort in to self improvement and growth
Accomplishments
- Completed Community Service Card and Super Gold Card training recently, adding me to the small team of current CSR's trained across all lines.
- Participated in the planning and mahi for our site celebrations for Matariki.
- Supervised team of 9 staff members during Service Managers absence.
- CSR representative for HPHE working group for our Contact Centre regarding Saturday working. The working group came together in a series of workshops to consider how to implement the change to rostered Saturday working. The group was made up of managers, PSA delegates, staff and a National office SME.
References
Mel Ifi
Service Manager Client Service Support
021 088 11593
Sarah Fox
Delivery Lead
029 921 3845
Timeline
Customer Service Representative
Ministry Of Social Development
04.2021 - Current
Healthcare Assistant
Access Community Healthcare
03.2014 - 01.2021
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