Dynamic professional with a proven track record of reliability and dedication, adept at contributing positively to organizational success. Experienced in various skill sets, demonstrating the ability to thrive in challenging environments while exceeding expectations. Strong team player with the capability to work independently, committed to continuous learning and skill development.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Case Manager
Wellnz
01.2024 - Current
Working under ACC Accredited Employers' Program (AEP) overseeing workplace injury claims.
Facilitated stakeholder communication for efficient case handling and prompt outcomes and return to work.
Organized necessary referrals for vocational and social rehabilitation.
Managed portfolio of client accounts, ensuring high levels of cusomter service and engagment.
Established strong relationships with clients through regular, personalized communication
Generated reports regarding customer interactions, performance metrics, and claim costings.
Ensured compliance with regulatory standards and company policies in all client interactions.
Conducted regular review meetings with clients to assess their needs and adjust services accordingly.
Provided training sessions for colleagues on best practices.
Case Co-Ordinator, Case Manager and Senior Case Manager
Howden Care (formerly Gallaher Bassett)
01.2019 - 01.2024
Working under ACC Accredited Employers' Program (AEP) overseeing workplace injury claims.
Facilitated stakeholder communication for efficient case handling and prompt outcomes and return to work.
Organized necessary referrals for vocational and social rehabilitation.
Managed portfolio of client accounts, ensuring high levels of cusomter service and engagment.
Established strong relationships with clients through regular, personalized communication
Generated reports regarding customer interactions, performance metrics, and claim costings.
Ensured compliance with regulatory standards and company policies in all client interactions.
Conducted regular review meetings with clients to assess their needs and adjust services accordingly.
Provided training sessions for colleagues on best practices.
Facilitated group training on legislation, case management principles, and updates on processes and policies.
Directly support Branch Manager with day to day operations and included Acting Branch Manager in their absence.
Monitoring operator
Triton Security
01.2017 - 01.2020
Company Overview: Residential and commercial alarm monitoring
I worked as a senior monitoring operator and supervisor part time
This involved watching rolling data and respond to any alarm activations
I am required to follow the response plan that had been outlined by the customer for any activation so was required to have a good eye for detail and be able to make sound judgements in relation to actions being taken
I would also answer any incoming calls from customers making inquiries regarding their alarm and new involved in sales to new customer – residential and commercial
I would work on my own as a sole operator, so I needed to ensure that I was able to prioritize my work and react quickly as required
Residential and commercial alarm monitoring
Operations Manager
Cross Country Rentals
01.2018 - 01.2019
Company Overview: Special Education School Transport Assistance (SESTA)
A contract with Ministry of Education to transport students with special needs to and from school
As Operations Manager I oversaw the transport of over 480 students to and from school each day within the Canterbury region
This role requires me to be able to think on my feet, make confident decisions quickly to problem solve issues
As this is a large logistical operation, I managed over 130 drivers, planned and managed transport routes, recruitment of new drivers and their training, complete payroll and complete monthly budgets while liaising with internal and externals stakeholders
Special Education School Transport Assistance (SESTA)
A contract with Ministry of Education to transport students with special needs to and from school
Candidate Engagement Facilitator
Defence Careers
01.2017 - 01.2018
Company Overview: Recruitment for the 3 wings of the New Zealand Defence Force
I managed applications for candidates wishing to join the New Zealand Defence Force from start to finish
This role required me to work to deadlines, meet recruiting targets and KPI's while ensuring I was providing high quality customer service, keeping accurate records of documentation, and building rapport with candidates
Due to the role it required excellent communication skills – both written and verbal so that accurate records were being kept on a candidate’s application
I was involved in promotion of the New Zealand Defence Force at career expo’s and school presentations, involved in selection boards of candidates and was required to maintain a professionalism at all times
Recruitment for the 3 wings of the New Zealand Defence Force
Case Co-Ordinator and Case Manager
ACC
01.2013 - 01.2017
Providing rehabilitation services and financial assistance following an injury sustained in an accident.
Be able to build rapport with the clients and their families to ensure that we are able to aid and maintain normality as much as possible while they are incapacitated.
Managing a portfolio of claimants to ensure KPIs are being met while ensuring appropriate supports are being put into place to support recovery.
While at ACC, I was selected to represent the staff as their Health and Safety Representative and completed Health and Safety Representative Stage 1 and 2.
Facilitated group meetings to discuss issues related to the cases being managed.
Collaborated with clients, providers and staff to discuss case progress and options.
Developed and implemented case plans to meet the needs of clients.
Navy medic, Army Combat medical technician, Army medic
New Zealand Defence Force
01.2008 - 01.2013
Provide medical treatment to enlisted personnel on a day to day basis while also being able to respond to medical emergencies as needed while remainining compenet as an enlisted service person.
As a Medic I needed to be able to prioritize, think of my feet, and show empathy while maintaining professionalism.
A medic requires excellent communication skills—written and verbal—and the ability to build rapport in highly stressful situations.
Administered medications and treatments as prescribed by medical professionals, following strict guidelines. Monitoring patient vital signs and responded to changes in condition with appropriate interventions.
Performed assessments of patient conditions and developed treatment plans accordingly.
Conducted triage in multiple casualty incidents to prioritize and manage patient care effectively.
Customer servicer representative, Case Manager and Program Co-Ordinator
Work and Income
01.2009 - 01.2012
Providing financial assistance to New Zealanders that were experiencing financial hardship
I worked in several roles, including Customer Service Representative (Contact Centre), Case Manager, and Limited Service Volunteer (LSV) Program Coordinator.
All of these roles I worked clients from all over New Zealand from different generations, backgrounds, beliefs and religions which meant that I have good communications skills and am able to build rapport with all people
I was required to complete documentation, processing of entitlements, applications for courses and complete all logistics as required
Providing financial assistance to New Zealanders that were experiencing financial hardship
Resolved customer complaints quickly and efficiently.
Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
Education
Bachelor of Business - Majoring in Human Resource Management
01.2022
National Certificate in Business (First Line Management) - Level 4
01.2017
National Certificate in Public Sector Services - Client/Customer Services, Level 4
01.2012
National Certificate in Computing - Level 2
01.2007
Master of Science - Industrial Psychology
University of Canterbury
Christchurch, New Zealand, NZ
Certification
Bachelor of Business – Majoring in Human Resource Management, 05/01/22
National Certificate in Business (First Line Management) (Level 4), 01/01/17
National Certificate in Public Sector Services (Client/Customer Services) (Level 4), 01/01/12
National Certificate in Computing (Level 2), 01/01/07
References
Available upon request
Keyexperiencedetails
Wellnz, A third-party administrator, managing group insurance claims on behalf of government bodies and self-insured organisations., Providing claims management in the personal injury team under the ACC Accredited Employer Program., Sound understanding of the Accident Compensation Corporation Act 2001, ACC Audit standards, excellent record keeping and proactive relationship management., Involved in providing and developing training to staff including onboarding of new staff, ongoing training and mentoring.
Howden Care (formerly Gallaher Bassett), A third-party administrator, managing group insurance claims on behalf of government bodies and self-insured organisations., Providing claims management in the personal injury team under the ACC Accredited Employer Program., Sound understanding of the Accident Compensation Corporation Act 2001, ACC Audit standards, excellent record keeping and proactive relationship management., Involved in providing and developing training to staff including onboarding of new staff, ongoing training and mentoring.
Cross Country Rentals, Special Education School Transport Assistance (SESTA). A contract with Ministry of Education to transport students with special needs to and from school., Oversaw the transport of over 480 students to and from school each day within the Canterbury region., Managed over 130 drivers, planned and managed transport routes, recruitment of new drivers and their training, complete payroll and complete monthly budgets.
Triton Security, Residential and commercial alarm monitoring., Worked as a senior monitoring operator and supervisor part time., Watched rolling data and responded to any alarm activations., Answered incoming calls from customers making inquiries regarding their alarm.
Defence Careers, Recruitment for the 3 wings of the New Zealand Defence Force., Managed applications for candidates wishing to join the New Zealand Defence Force from start to finish., Worked to deadlines, met recruiting targets and KPI's while ensuring high quality customer service.
ACC, Providing rehabilitation services and financial assistance following an injury sustained by an accident., Worked as a Case Coordinator and progressed to a Case Manager., Built rapport with clients and their family to aid and maintain normality during recovery.
New Zealand Defence Force, Provide medical services to enlisted personnel and civilians in times of emergency., Enlisted as a Medic within the New Zealand Army., Prioritized, thought on my feet, and showed empathy while maintaining professionalism.
Work and Income, Providing financial assistance to New Zealanders experiencing financial hardship., Worked in several roles from Customer Service Representative, Case Manager and Limited Service Volunteer Program Coordinator., Completed documentation, processing of entitlements, applications for courses and logistics.
Timeline
Case Manager
Wellnz
01.2024 - Current
Case Co-Ordinator, Case Manager and Senior Case Manager
Howden Care (formerly Gallaher Bassett)
01.2019 - 01.2024
Operations Manager
Cross Country Rentals
01.2018 - 01.2019
Monitoring operator
Triton Security
01.2017 - 01.2020
Candidate Engagement Facilitator
Defence Careers
01.2017 - 01.2018
Case Co-Ordinator and Case Manager
ACC
01.2013 - 01.2017
Customer servicer representative, Case Manager and Program Co-Ordinator
Work and Income
01.2009 - 01.2012
Navy medic, Army Combat medical technician, Army medic
New Zealand Defence Force
01.2008 - 01.2013
Bachelor of Business - Majoring in Human Resource Management
National Certificate in Business (First Line Management) - Level 4
National Certificate in Public Sector Services - Client/Customer Services, Level 4