KRITIKA GOSAIN

· Coordinate and manage the daily scheduling of community support workers, ensuring efficient and timely care delivery across diverse regions.

· Respond to urgent changes such as staff call-outs, client cancellations, and emergency replacements with speed and accuracy.

· Liaise with clients, families, and healthcare professionals to align care plans with client needs and preferences.

· Maintain accurate client and staff data using company software and Microsoft Excel.

· Monitor and ensure compliance with privacy and health regulations in all communications and recordkeeping.

· Deliver exceptional client service by handling queries, resolving concerns, and ensuring continuity of care.

· Collaborate closely with nurses, service managers, and multidisciplinary teams , Hospitals to manage high-risk or complex care situations.

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· Communicate effectively with field staff, ensuring they are fully informed of client updates and service expectations

Managed a high volume of daily inbound and outbound calls from clients, support workers, next of kin, and external service providers, maintaining a calm, professional tone in sensitive health-related situations.
• Handled up to 60 inbound calls per shift from clients, support workers, next of kin, and external service providers, providing timely and compassionate responses in a healthcare environment.
• Responded to a wide range of client and whānau queries, including service updates, appointment scheduling, staff availability, and health-related concerns.
• Accurately followed internal protocols for:
• Cancellations and service rescheduling
• Leave loading and shift adjustments
• Temporary or permanent service holds
• Actioned and documented all call outcomes using client management systems, ensuring diary notes were precise and aligned with service procedures.
• Coordinated Client Not Home processes, including safety call-backs and, where necessary, contacting hospitals, next of kin, or police to ensure client wellbeing.
• Maintained clear and professional written communication across emails, CRM notes, and reporting logs, adhering strictly to privacy and data protection standards.
• Contributed to after-hours service continuity and supported team coverage during peak periods or staff shortages.

· Actively engaged customers to provide general assistance and information on store merchandise.

· Developed strong rapport with customers and created positive impression of business.

· Offered informed suggestions for improving store operations based on personal experience and observation of best practices in the industry.

· Collaborated with team members to accomplish sales goals and improve overall store performance.

· Stocked merchandise, clearly labeling items, and arranging according to size or color.

· Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.

· Assisted customers with prompt and polite support in-person.

· Used in-store system to locate inventory and place special orders for customers.

· Provided exceptional services and pleasant shopping experiences to retail customers.

· Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.

• Managed inventory levels by accurately counting and logging stock during picking operations.
• Maintained cleanliness and organization of workstations to promote efficient workflow and reduce hazards.
• Sustained a clean and safe working environment by adhering to safety protocols and maintaining an organized workspace.
• Enhanced order accuracy by meticulously picking items according to packing lists and verifying product information.
• Ensured timely shipment of products by prioritizing urgent orders and coordinating with warehouse team members.