Nirvah Poutai-Wihongi
Napier,BOP
Summary
Compassionate and dedicated Case Manager who provides exceptional service through active listening and problem solving, adept at handling high caseloads without sacrificing quality of care. Outstanding computer aptitude and telephone etiquette. Skilled at troubleshooting challenges and addressing barriers with analytical skills, patience, and efficiency. Maintains an elevated level of professionalism and empathy to minimize conflict and achieve positive outcomes.
Overview
9
9
years of professional experience
Work History
Case Manager
Work and Income
09.2023 - 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 needs.
Whanau Ora Navigator
Ki A Ora Ngatiwai
11.2020 - 11.2022
- Help whanau identify and engage with services, education providers, employment, and business opportunities, working towards independence. Assisting to overcome crisis and barriers, building resilience.
Reservation and Service Specialist
Discovery by Wyndham Asia Pacific
04.2019 - 11.2020
- Actively liaise with internal and external resorts to improve customer satisfaction.
- Process payments through secure payment sites.
- Proactively look for opportunities to upsell packages by offering additional services, nights and/or promotional packages.
Sales Advisor
Youi Insurance
10.2018 - 04.2019
- Equipped to work efficiently in a fast-paced environment.
- Increased sales by establishing rapport with customers and identifying their needs.
- Maintain updated knowledge of insurance products and services by completing weekly knowledge-based assessments.
Reservation and Service Specialist
Discovery by Wyndham Asia Pacific
09.2017 - 10.2018
Customer Experience Advocate – Technical Support
Trustpower
11.2016 - 03.2017
- Telecommunications literacy
- Identify and troubleshoot technical issues with products, services and technology, via phone and face to face
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions
Customer Service Representative
First Advantage
07.2016 - 10.2016
- Effectively manage large amounts of incoming calls
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Build sustainable relationships of trust through open and interactive communication
Employment Verification Specialist
First Advantage
05.2016 - 07.2016
- Co-ordinate follow ups with clients and candidates in a timely manner to provide quality and accuracy, client satisfaction and ensure adherence to service level agreements.
- Verify and monitor various employment components of a background check.
Quality Assurance Specialist
First Advantage
07.2015 - 05.2016
- During my time here I created an excel document with a guide for my team to follow when auditing all client portfolios to ensure each case was actioned in a manner that ensured compliance with relevant laws, regulations, business codes of practice, contractual agreements, policies, and third-party obligations that regulate our operations
Education
Bachelor of Tourism Studies Major in Tourism Development -
Waikato University
NCEA Level 1-3 -
Kamo High School
Te Reo Maori Level 2 -
Te Pa Piringa
01.2021
Skills
- Case Management
- Strong communication and active listening skills
- Positive and bubbly personality
- Empathetic
- Sturdy leadership attributes
- Quick learner
- Resilient and outcome driven
- Organization and Multitasking
- Flexible and easily adaptable
- Cultural Awareness
- Problem-Solving
- Computer Literate
Timeline
Case Manager
Work and Income
09.2023 - Current
Whanau Ora Navigator
Ki A Ora Ngatiwai
11.2020 - 11.2022
Reservation and Service Specialist
Discovery by Wyndham Asia Pacific
04.2019 - 11.2020
Sales Advisor
Youi Insurance
10.2018 - 04.2019
Reservation and Service Specialist
Discovery by Wyndham Asia Pacific
09.2017 - 10.2018
Customer Experience Advocate – Technical Support
Trustpower
11.2016 - 03.2017
Customer Service Representative
First Advantage
07.2016 - 10.2016
Employment Verification Specialist
First Advantage
05.2016 - 07.2016
Quality Assurance Specialist
First Advantage
07.2015 - 05.2016
Bachelor of Tourism Studies Major in Tourism Development -
Waikato University
NCEA Level 1-3 -
Kamo High School
Te Reo Maori Level 2 -
Te Pa Piringa
References
- Denise Toetoe, Service Delivery Manager, Work and Income, +64210589697
- Sharon Russell, Clinical Manager, Ki A Ora Ngatiwai, +64274441488
- Kayla Green, Supervisor at Wyndham, +61420945855
- Sheree Davey, Manager at Wyndham, +61424854469
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