Mutaaga Gautusa
Manukau
Summary
Motivated and dedicated professional seeking a role to leverage skills and knowledge for a positive impact as a valuable team member and contributor to the community. With over 8 years of experience in customer-focused and administrative roles, now seeking a fast-paced position that challenges and enables to utilize skills and experience while expanding business acumen.
Overview
9
9
years of professional experience
Work History
Processor – Applications and Loan Administration
Kāinga Ora
09.2024 - 12.2024
- Undertake the eligibility and qualification related processes to ensure timely processing of applications by ensuring accuracy of data and compliance with eligibility criteria, policy, and relevant legislations obligations
- Contributing to the proactive development, implementation, embedding and continuous improvement of the eligibility and lending processes and associated systems to ensure consistency of standards and to improve service
- Follow up needs and experience of customers including triaging, responding to feedback and complains in an effective and sensitive manner, maintaining effective customer/stakeholder relationships, escalating issues when required and consulting with the appropriate internal and external stakeholders
- Ensured targets were met by prioritising the workload in the most effective manner
- Provide regular reports to the team leader to assist with any customer concerns with our policy and procedures
- Built and maintained constructive working relationships with colleagues, internal and external stakeholders to enhance understanding to achieve desired team and organisation results
- Remain current with policy and process requirements
- Share any knowledge with other staff to grow capability
- Being a SME as necessary for new and improved business implementation
Co-ordinator – Home Ownership Products
Kāinga Ora
06.2022 - 09.2024
- First point of contact for the home ownership products department for any general queries on home ownership products
- Assisting new and existing customers with their applications and providing an understanding of Home Ownership policy and procedures
- Managed inbox for First Home Grant and ensure emails are sent in a timely manner for processing to maintain SLA standards
- Lodged call back requests for customers to be contacted by product advisors or relationship managers regarding their application, scheduled home visits or payments for the wider team
- Determining the needs of customers and accurately and professionally offering the right counsel or solution
- Provide regular reports to the team leader to assist with any customer concerns with our policy and procedures
- Build positive relationships with customers and team that will benefit both parties
- Kept application records up to date to assist product advisor with processing client’s applications
- Data Entry
Advisor – Products
Kāinga Ora
07.2023 - 02.2024
- Responsible for providing services to satisfy applicants' needs regarding First Home Grant and KiwiSaver First Home withdrawal applications
- Undertake the eligibility and qualification related processes to ensure timely processing of applications
- A key to this is ensuring accuracy of data, a positive experience for applicants, whilst also ensuring compliance with eligibility criteria, policy and relevant legislations obligations (e.g
- Privacy Act, CCCFA KiwiSaver Act)
- Handled any queries relating to First Home Grant and KiwiSaver withdrawal directly from customer or other parties i.e
- Solicitor, mortgage broker, banking specialists
- Executed appropriate actions within agreed-upon deadlines
- Maintain a thorough knowledge of the delivery needs on a regular basis by keeping up with policy and procedures
- Responsible for providing consistent customer service, advising and administrative assistance
- Engaging with consumers and relevant parties to ensure regulatory and policy eligibility requirements are met
- Effectively manage customers with high or complex needs
- Supported the co-ordination and preparation of regular reporting to key stakeholders as required
Sales Support Representative
AvisBudget Group
01.2019 - 01.2022
- Producing monthly reports internal and external clients
- Handling general account queries and assisting with updates to credit card details and entity name against accounts
- Assisted in creating accounts for companies and partners
- Assisting with processing applications for new and existing customers
- Assist account manager, national account managers and Business development managers with queries regarding their accounts to help them make decisions
- First point of contact for the sales department
- Work in a team to communicate ideas and achieving goals to better assist the sales department
- Collected and analysed business data from existing clients accounts to prepare reports and presentations to assist account managers
Customer Service Representative
AvisBudget Group
01.2018 - 01.2019
- Answered post rental related queries for corporate and wholesale clients
- Dealing with customer complaints and dispute of charges
- Investigated miscellaneous charges for customers that disputed or when incorrect corporate rate was charged
- Point of contact for complaints and post rental queries for customers who booked vehicles via travel agencies
- Handled all emails regarding post rental queries for leisure and corporate customers
Reservations Agent
AvisBudget Group
01.2016 - 01.2018
- Created car reservations for both corporate and leisure customers and wholesalers
- Answering general enquiries regarding customer’s rental needs
- Ensure all customer needs were met before and during their rental period
- Researched information required for the customer to ensure their rental needs are met and to avoid any disruptions during their rental
Education
Certificate - Business
Manukau Institute of Technology
Auckland01.2019
Certificate - Contact Centre Level 3
NZMA
Auckland01.2016
Skills
- Self-management
- Time management
- Teamwork
- Motivation
- Customer service
- Resilience
- Process improvement
- Decision making
- Verbal communication
- Written communication
- Problem solving
- Task management
- Organizational skills
- Data analysis
Community And Volunteer Experience
- Recreate NZ, Auckland, 01/01/17, 12/31/19, Volunteer
- St. Vincent De Paul Society, Auckland, 01/01/17, 12/31/18, Volunteer, Volunteer in recreational and social programmes for young adults with disabilities., Participating in group activities to help with their social skills., Attended to their needs when needed and encouraged them to socialise and participate in activities., Servicing projects to the community., Engaging with social justice issues and taking part in projects., Elderly visitations., Food drives for food banks., Running camps for children with special needs., Hosting fun days for children and fairs., Interacting and helping people in the community.
Timeline
Processor – Applications and Loan Administration
Kāinga Ora
09.2024 - 12.2024
Advisor – Products
Kāinga Ora
07.2023 - 02.2024
Co-ordinator – Home Ownership Products
Kāinga Ora
06.2022 - 09.2024
Sales Support Representative
AvisBudget Group
01.2019 - 01.2022
Customer Service Representative
AvisBudget Group
01.2018 - 01.2019
Reservations Agent
AvisBudget Group
01.2016 - 01.2018
Certificate - Business
Manukau Institute of Technology
Certificate - Contact Centre Level 3
NZMA
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