Kelly Orr
Wellington,WGN
Summary
Experienced professional advisor offering strategic guidance and actionable insights to drive results in a rapidly changing landscape. Collaborative and adaptable, with demonstrated expertise in client relationship management, problem-solving, and decision-making. Recognized for reliability, leadership, and fostering a results-oriented environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Lead Advisor
Ministry of Social Development
05.2024 - Current
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Created and managed project plans, phases and timelines.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep the project on track.
- Effectively managed scope creep by establishing clear boundaries on requested changes while keeping the project aligned with the original project commitments.
- Proactively addressed potential issues in the project by conducting periodic risk assessments and adjusting strategies accordingly.
- Developed and maintained strong relationships with strategic partners in the social sector commissioning space.
- Conducted thorough qualitative research to identify new opportunities that aligned with government priorities and partner needs.
- Organized and led co-design workshops with both internal and external stakeholders.
- Mentored junior advisors, sharing industry knowledge and best practices to enhance team performance.
- Streamlined internal processes by designing new processes and practices that increases efficiency and reduces errors in partner management and relational commissioning in a social sector commissioning setting.
- Collaborated with cross-functional teams and other social sector agencies to develop innovative solutions for complex relational commissioning for social services and partner relationship management.
- Collated, synthesized and evaluated partner, client and staff needs and feedback to drive service improvements and provide recommendations for leadership.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Strengthened relationships with existing stakeholders by regularly reviewing their work plans to ensure alignment and risk tolerance.
- Helped meet changing demands by recommending improvements to other business groups.
Senior Advisor
Ministry Of Social Development
01.2023 - 05.2024
- Provided advice on how the Kotahitanga service change will innovate, design and test while reflecting the priorities within MSD's strategic direction and focus on improving equity of outcomes.
- Provided input, structure and process improvement suggestions in relation to the Kotahitanga Test and Learn opportunities during the development and discovery phases.
- Co-ordinated and collaborated with other government social sector agency representatives to align and coordinate engagement where possible and align with the actions set out in the Social Sector Commissioning Action Plan.
- Managed constructive working relationships with work colleagues and external stakeholders to enhance the understanding and interdependency needed to achieve the epics and features set out for Horizon One and beyond.
- Represented MSD at interagency meetings.
- Developed MSD's Relational Commissioning Scale up Plan in response to Action 6 of the Social Sector Commissioning Action Plan that all social sector agencies must create a plan that outlines how their respective agencies will scale up and implement a relational approach to commissioning.
National Contracts Advisor
Ministry Of Social Development
09.2022 - 01.2023
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships with Providers and internal MSD stakeholders.
- Identified issues, analyzed information, and provided solutions to problems.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Supported the Support Funds Project Team on creating the business processes, providing feedback on guidance on the transition from Workbridge to MSD and lead other piece of work and engagement with other MSD stakeholders.
Client Experience Analyst
Ministry Of Social Development
08.2021 - 09.2022
- Collected and arranged data and client insights to create representative graphs and informative presentations for commissioned pieces of work.
- Worked with Future Service Model service design team to coordinate qualitative research.
- Conducted qualitative interviews with Work and Income staff and clients.
- Scheduled appointments with clients and staff over phone and through email.
- Performed statistical, qualitative and quantitative analysis.
- Identified issues, analyzed information and provided solutions to problems for the Future Service Model team.
- Identified areas for improvement in national office and supported the process of developing a service design training plan and material for new and current service design/client engagement staff.
Service Designer
Ministry of Social Development
08.2019 - 08.2021
- Devoted special emphasis to punctuality and worked to consistently output high quality work.
- Utilised skills and experience from previous roles to inform decision making, support peers and contribute to other pieces of work.
- Worked with others in the wider MSD to resolve issues and provide support.
- Learned how to complete design tasks and learn the Service Model with minimal supervision, contributing to successful progression as a Service Designer.
- Supported needs of the O Wawata and Client Service Prioritisation teams and wider Client Experience and Design with skill and efficiency.
- Participated in meetings to discuss new opportunities and to build and maintain relationships with other stakeholders.
- Worked with a range of MSD clients to understand their needs and provide a service that can meet those needs in a timely and empathic way.
- Contributed to team results in fast-paced manner and provided peer support to other members of the team.
- Followed all policies, regulations, dress codes and schedules.
- Planned project concepts by researching and studying information.
- Gathered and created materials needed to successfully complete projects, including the intercept testing, client co-design workshops and O Wawata first prototype iteration.
- Maintained and built on design knowledge by attending various workshops and meetings.
Quality Assurance Officer - In Work Support Team
Ministry of Social Development
08.2015 - 08.2019
- Provided extensive quality assurance training.
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Monitored activities and supporting systems, making sure that each were fit for use for the In Work Support Team.
- Developed quality assurance plans by conducting 1 on 1 coaching with Customer Service Representatives.
- Supported department of 12 employees by answering questions and providing outstanding mentoring.
- Gathered data on integration issues and vulnerabilities and reported all findings to the Management Team with improvements and recommendations.
- Planned and devised cohesive test plans for multiple projects such as 3k to Work, In Work Payments, In Work Support (trial stage) and Mana in Mahi.
- Identified and tracked defects with STP (In Work Support related queues) and supported developers in resolving problems by completing additional tests and providing feedback.
- Fixed performance issues effectively by creating trend reports and coming up with solutions, increasing productivity and boosting workflows.
- Proficient in administering In Work Payments, Mana in Mahi Payments and other additional financial support to the client base.
- Developed Quality Assurance guidelines and documentation for the In Work Support team.
- Use of Microsoft Office as well as other proprietary MSD systems.
- Works closely with the Management Team, Internal and External Stakeholders.
Customer Service Representative - in Work Support Team
Ministry of Social Development
02.2015 - 08.2015
- Liaised with clients and management to better understand customer needs and recommend appropriate solutions.
- Supported customer needs by fielding diverse questions about issues such as financial support, job seeking, childcare, housing and mental health issues.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Responded to customer requests for products, services and ministry information.
- Collaborated with Management team and Advisors to provide quality control for customer service, production, and output for BAU operations.
- Answered constant flow of customer calls.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Helped to build the In Work Support Team from infancy and create better ways of helping our clients.
Customer Service Representative - Work and Income
Ministry of Social Development
10.2010 - 02.2015
- Client interaction with a service delivery focus.
- Meeting daily and weekly KPI's.
- High level proficiency in using MSD applications such as CMS and SWIFTT.
- Managing delivery and facilitation of Work and Income products and services.
- Multi-skilling as demonstrated through client support regarding Work and Income, Job Line, Employer Line and Government Emergency Response Line.
- Member of the Workplace Events Committee.
- Member of the Māori and Pacific Island Cultural Network.
- Workplace Health and Safety Representative.
- Customer Service Representative (CSR) Buddy- Mentor to new CSR's to support their development and help with the formal training process.
- Public Service Association (PSA) Delegate.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Skills
- Project management
- Project planning and development
- Relationship building
- Strategic planning
- Schedule management
- Creative solutions
- Advanced problem solving
- Processes and procedures
- Coaching and mentoring
- Proposal writing
- Problem-solving
- Time management
Certification
- Mental Health 101
- Health and Safety Representatives Course Level 1
- PSA Delegate Training - Employment Legislation
- PSA Delegate Training - Bullying and Harassment
- PSA Delegate Training - Creating a Positive Workplace
- PSA Delegate Training - What Did You Say
- PSA Delegate Training - Building Your Union
Timeline
Lead Advisor
Ministry of Social Development
05.2024 - Current
Senior Advisor
Ministry Of Social Development
01.2023 - 05.2024
National Contracts Advisor
Ministry Of Social Development
09.2022 - 01.2023
Client Experience Analyst
Ministry Of Social Development
08.2021 - 09.2022
Service Designer
Ministry of Social Development
08.2019 - 08.2021
Quality Assurance Officer - In Work Support Team
Ministry of Social Development
08.2015 - 08.2019
Customer Service Representative - in Work Support Team
Ministry of Social Development
02.2015 - 08.2015
Customer Service Representative - Work and Income
Ministry of Social Development
10.2010 - 02.2015
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