Mariam Cheema
Auckland,New Zealand
Summary
An adaptable, conscientious and enthusiastic individual who is also hardworking and motivated. Confident and keen to learn as well as have excellent interpersonal skills. Possessing a ‘can do’ attitude and willingness to take on routine but essential tasks and looking to develop career with a leading company. Keen to find a challenging position within a successful and dynamic organization where I will be able to continue to develop my skills. Report on buying trends, customer needs, profits etc. Propose innovative ideas to increase market share. Conduct personnel performance appraisals to assess training needs and build career paths. Deal with all issues that arise from staff or customers (complaints, grievances etc). Be a shining example of well behavior and high performance. Able to effectively manage my time through careful planning and organization of work activities. An aptitude for identifying and resolving problems efficiently. Excellent communication skills that result in positive interpersonal relationships. A track record of meeting deadlines and producing accurate work of a high standard. Proven ability to make sound decisions based on valid information. The capacity to learn and and apply new information quickly and accurately. Strong computer skills with proficiency. Results-driven case management professional with track record of effective client advocacy and support. Experienced with comprehensive client assessments, ensuring personalized care plans are in place. Utilizes strong communication and coordination skills to effectively manage client services. Track record of fostering positive client relationships and achieving measurable improvements in client well-being.
Overview
8
8
years of professional experience
Work History
Case Manager
Ministry of Social Development
Auckland, AUK
02.2024 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients’ situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Led mock interview sessions with clients to practice effective communication strategies for successful interviews.
- Developed customized employment plans for clients, addressing unique career goals and barriers to employment.
- Coordinated vocational training programs for clients to enhance their skillsets and improve marketability in the labor market.
- Enhanced client employability by conducting comprehensive assessments and identifying individual strengths and weaknesses.
- Advocated on behalf of clients facing discrimination or other challenges during the hiring process, supporting equal access to employment opportunities.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Fostered open lines of communication with clients’ families and support networks, involving them in the case management process as appropriate.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
- Analyzed case outcomes to identify trends and areas for improvement, driving continuous service enhancement.
- Managed crisis situations with empathy and professionalism, ensuring client safety and continuity of care.
- Collaborated with mental health professionals to address psychological needs of clients, supporting their holistic recovery.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Monitored clients' progress and tracked client services to provide crisis interventions.
Assistant Manager
Macpac
Ponsonby, Auckland
04.2022 - 12.2023
- Maintained up-to-date knowledge of company products and services.
- Managed customer service inquiries and complaints in a timely manner.
- Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Developed a system for tracking inventory and ordering supplies as needed.
- Assigned work and monitored performance of project personnel.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Recruited and trained new employees to meet job requirements.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Supervised daily operations including scheduling shifts, assigning duties.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Created reports on sales trends, inventory levels, and financial data.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Achieved cost-savings by developing functional solutions to problems.
Banking Customer Service Representative
Concentrix, Westpac
Albany, Auckland
01.2021 - 11.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Documented conversations with customers to track requests, problems and solutions.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
- Assisted 100+ callers per week in fast-paced environment.
- Explained key information regarding products and services to customers to encourage informed decision-making.
- Documented customer inquiries and feedback, including service delivery suggestions in company database.
- Applied banking knowledge and credit union programs to boost after-market product sales.
- Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
- Assisted approximately 50 customers each day with banking questions.
- Answered customer questions and addressed concerns.
- Achieved top satisfaction, retention and referral rankings on consistent basis.
- Set up and activated customer accounts to maintain QA satisfaction levels.
- Improved service quality and increased sales by developing strong knowledge of company’s products and services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Handled client inquiries with exceptional professionalism and enthusiasm.
Store Manager
LoveMy Makeup
Mount Albert, Auckland
09.2019 - 02.2020
- Develop business strategies to raise our customers’ pool, expand store traffic and optimize profitability.
- Meet sales goals by training, motivating, mentoring and providing feedback to sales staff.
- Ensure high levels of customer satisfaction through excellent service.
- Complete store administration and ensure compliance with policies and procedures.
- Maintain outstanding store condition and visual merchandising standards.
- Minimized losses with effective security presence and tight employee controls.
- Coordinated efficient incoming and outgoing product movements, as well as successful merchandising strategies.
- Addressed and resolved escalated customer complaints and worked to restore satisfaction.
- Maintained store standards in merchandising, security, and visual presentation.
- Built strong reputation in St Luke’s by quickly addressing all customer concerns.
- Managed customer experiences with a close eye on customer and team member interactions, touchdowns, and methods of engagement.
- Eliminated waste at all levels, regularly reviewing team activities and records to spot and resolve problems.
- Identified financial strengths and weaknesses by regularly reviewing KPIs and tracking sheets.
- Coordinated employee schedules for optimum performance and shift coverage.
- Provided consistent feedback and training to empower team members in confident and personable service delivery.
- Delivered products of consistent quality to customers by working directly with vendors on delivery and production issues.
Retail Assistant
LoveMy Makeup
Mount Albert, Auckland
08.2017 - 07.2019
- Receiving, processing, and organizing shipments and deliveries accordingly.
- Restocking depleted or low shop items and ensuring that the sales floor is organized according to established guidelines.
- Assisting customers in locating desired shop items.
- Informing customers of shop promotions to encourage purchases.
- Performing regular price audits to identify and correct price discrepancies.
- Performing end-of-day cleaning duties, which includes wiping down windows, mirrors, and fixtures as well as sweeping and mopping the shop floor.
- Addressing and resolving customer complaints in a professional manner.
- Helping customers in finding their needs by testing makeup on their skins, satisfying them by building up their trust in giving a hand in products.
- Up-selling skills, for example, Foundation with brushes.
- Always smiling and maintaining friendly expressions throughout the day.
- Greeting every customer to give them a welcoming sense.
- Punctuality in being on time to work and managers’ favorite in covering shifts whenever needed urgently.
- Developed and implemented KPI strategies and consistently achieved targets.
Education
National Certificate of Educational Achievement - Level 1
Avondale College
National Certificate of Educational Achievement - Level 2
Avondale College
National Certificate of Educational Achievement - Level 3
Avondale College
Auckland, NZSkills
- Effective customer up-selling
- Problem resolution
- Multitasking
- Time management
- Interpersonal skills
- Strategic planning
- Microsoft Office Specialist (MOS)
- POS system operation
- Reliable and trustworthy
- Team Bonding
- Urdu, Hindi and Punjabi interpretation
- Computer skills
- Active listening
- Basic math
- Microsoft Office
- Client relationship management
- Cost and budget analysis
- Investment guidance
- Risk analysis
- Relationship building
- Analytical
- Data management
- Microsoft Access and Dynamics
- Call control skills
- Call center experience
- Professional telephone voice
- Staff development
- Delegation customer focus
- Management Proficiency - Verbal and Written
- Team leadership
Timeline
Case Manager
Ministry of Social Development
02.2024 - Current
Assistant Manager
Macpac
04.2022 - 12.2023
Banking Customer Service Representative
Concentrix, Westpac
01.2021 - 11.2021
Store Manager
LoveMy Makeup
09.2019 - 02.2020
Retail Assistant
LoveMy Makeup
08.2017 - 07.2019
National Certificate of Educational Achievement - Level 2
Avondale College
National Certificate of Educational Achievement - Level 3
Avondale College
National Certificate of Educational Achievement - Level 1
Avondale College