Summary
Overview
Work History
Education
Skills
Timeline
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Lana Tonga

Auckland,Manukau

Summary

Dynamic Service Delivery Manager with a proven track record at Mahitahi Trust, excelling in performance improvement and workload management. Skilled in data analytics and training, I fostered a culture of continuous improvement, enhancing service quality and client satisfaction while mentoring teams to achieve operational excellence.

Overview

8
8
years of professional experience

Work History

Service Delivery Manager

Mahitahi Trust
02.2020 - Current
  • Supported service delivery processes by coordinating communication between teams and clients.
  • Assisted in monitoring service quality to ensure compliance with standards and expectations.
  • Contributed to developing documentation for service procedures and policies.
  • Engaged in troubleshooting client issues and providing timely resolutions.
  • Collaborated with cross-functional teams to streamline service operations and improve efficiency.
  • Participated in training sessions to gain knowledge of tools and systems used in service delivery.
  • Helped maintain accurate records of service requests and resolutions for reporting purposes.
  • Improved service quality, addressing Whaiora concerns promptly and professionally.
  • Improved service quality, addressing Whaiora concerns promptly and professionally.
  • Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
  • Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
  • Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
  • Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.

Team Leader

Mahitahi Trust
08.2019 - 02.2020
  • Led team in achieving operational efficiency through streamlined processes and effective resource allocation.
  • Mentored junior staff, fostering professional development and enhancing team performance.
  • Implemented training programs that improved employee onboarding and retention rates.
  • Analyzed workflow metrics to identify areas for improvement, resulting in increased productivity.
  • Monitored project progress, providing timely updates to stakeholders and addressing potential challenges proactively.
  • Coordinated cross-functional projects, ensuring alignment with organizational goals and timelines.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Assisted in recruitment to build team of top performers.

Community Support Worker

Mahitahi Trust
02.2017 - 08.2019
  • Developed individualized care plans to address specific needs of Whaiora.
  • Coordinated community resources to enhance Whaiora support and access services.
  • Advocated for Whaiora rights and needs within community support frameworks.
  • Monitored compliance with regulatory standards in service provision and documentation processes.
  • Assisted clients in achieving greater independence, fostering a sense of empowerment through guidance and encouragement.
  • Established trust-based relationships with Whaiora through empathetic communication and active listening skills.
  • Established trust-based relationships with Whaiora through empathetic communication and active listening skills.
  • Mentored junior staff on best practices in client engagement and care delivery.
  • Implemented process improvements to streamline service delivery and increase efficiency.

Education

Social Work Degree - Social Work

Te Wananga O Aotearoa
New Zealand
06-2016

Skills

  • Data analytics
  • Incident investigation
  • Case documentation
  • Training and coaching
  • Workload management
  • Performance improvement
  • Schedule coordination
  • Project planning

Timeline

Service Delivery Manager

Mahitahi Trust
02.2020 - Current

Team Leader

Mahitahi Trust
08.2019 - 02.2020

Community Support Worker

Mahitahi Trust
02.2017 - 08.2019

Social Work Degree - Social Work

Te Wananga O Aotearoa

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Lana Tonga