Rakshana Muskaan Koolwant
Karori,WGN
Summary
Team manager with top skills in communication, critical thinking and active-learning. Detail-oriented professional who offers progressive record of accomplishment in leadership roles. Establishes clear guidelines and enforces consistent policies to keep team members satisfied and on-target to achieve important objectives. Excellent relationship-building, case management and decision-making skills. Manages highly confidential information with professionalism and integrity. Adept in working under pressure and adapting to new situations and challenges to best enhance the organisational brand.
Overview
5
5
years of professional experience
Work History
Team Manager - Legal Aid Debt
Ministry of Justice
Wellington, Wellington
04.2024 - Current
- Identified training needs and created a comprehensive training program.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to team members.
- Developed and implemented team-building strategies to promote collaboration and cohesion.
- Established effective communication channels between departments to ensure information is shared accurately and efficiently.
- Conducted regular meetings with staff to discuss progress, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Created a positive work environment by setting clear expectations, creating opportunity and providing resources necessary for success.
- Set objectives for teams based on organizational goals and monitored performance against targets.
- Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
- Delegated work assignments and prioritized tasks.
- Led regular team meetings to communicate current business trends and relevant updates.
- Worked with upper management and HR to identify effective resolutions for employee issues.
- Resolved customer inquiries and complaints requiring management-level escalation.
Team Manager - Fines
Ministry of Justice
Wellington, Wellington
08.2023 - 03.2024
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Developed initiatives designed to improve employee engagement levels.
- Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
- Prepared reports detailing staff performance metrics such as productivity levels and statistics.
- Motivated team members to consistently achieve or exceed performance expectations.
- Oversaw daily workloads and workflow for smooth operations.
- Led regular team meetings to communicate current business trends and relevant updates.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
- Partnered with upper management and HR to identify effective resolutions for employee relations issues.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Offered training and support to keep team members motivated and working toward objectives.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Legal Aid Officer
Ministry of Justice
Wellington, Wellington
03.2023 - 08.2023
- Developing Legal Aid case management skills.
- Implementing guidelines taught by peers and management to effectively resolve participants' debts.
- Learning to undertake detailed means assessments with participants to evaluate their financials and assess repayment ability.
- Increasing familiarity with the Legal Services Act 2011 to effectively manoeuvre conversations with participants.
- Taking feedback from peers constructively to improve service delivery.
- Exhibiting patience and empathy and applying critical thinking on a case-by-case basis.
- Effectively eliminating perceived bias and reaffirming the organisation's values to participants.
- Demonstrating the Ministry's RISE (Respect, Integrity, Service, Excellence) values internally and externally.
- Maintaining calmness and professionalism in stressful circumstances and effectively defused tense situations.
Crown Debt Management Officer
Ministry of Justice
Wellington, Wellington
03.2023 - 08.2023
- Using excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Understanding the machinery of the government and the family court to productively advise participants on processes.
- Building familiarity with the Care of Children Act 2004 to increase service knowledge and provide accurate assistance.
- Managing professional and positive relations with court staff and other departments of the Ministry.
- Remaining calm, staying professional and providing exceptional service on calls, even when interacting with difficult individuals.
- Arranging for debt repayment or established repayment schedules based on participants' financial situations.
- Securing payments by following up with participants who disregarded promise to pay.
- Reviewing overdue accounts to schedule contact dates for follow-up phone calls.
- Advising participants of necessary actions and strategies for debt repayment or appeals.
- Keeping up with appeal decisions to ensure participants remain engaged.
- Contacting participants to determine reasons for breached agreements, source of income and next pay date to build solutions for financial issues.
- Actively seeking in-depth knowledge of related processes to stay up-to-date.
Assistant Manager
Chemist Warehouse
Newmarket , Auckland
07.2021 - 09.2022
- Worked closely with staff to achieve daily targets as well as improving personal skills.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Organised schedules, workflows and shift coverage to meet expected business demands.
- Planned and prepared workflow schedules, delegating tasks for 15-member team on a daily basis.
- Conducted job interviews, led employee performance evaluations and rewarded top performers to attract and retain quality personnel.
- Enhanced sales by implementing merchandising and promotional improvements.
- Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations.
Supervisor
Chemist Warehouse
Newmarket, Auckland
12.2020 - 06.2021
- Resolved customer complaints and adjusted policies to meet changing needs.
- Complied with company policies, objectives and communication goals.
- Developed position rotation to support continuous improvement and operator development.
- Managed communication within the organization and customers and thoroughly documented and reported overnight activities to management.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively defusing situations.
- Demonstrated excellent communication skills in resolving product and customer complaints.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Addressed internal and customer-related issues each day and affected strategic resolutions.
Pharmacy Assistant
Chemist Warehouse
St Lukes And Newmarket, Auckland
07.2019 - 12.2020
- Maintained pharmacy counter and related areas in clean, neat and organized fashion.
- Opened incoming supplies and stocked in correct locations.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Arranged retail products in pharmacy area according to merchandising planograms and end cap placement needs.
- Maintained clean and organized pharmacy shelving and work areas.
- Adhered to regulatory guidelines for workplace safety and customer confidentiality.
Education
Master of Arts - Communication
Victoria University of Wellington
Wellington, NZ02-2024
Bachelor of Arts - Politics And International Relations/Communication
University of Auckland
Auckland07.2021
High School Diploma -
Queen Elizabeth College
Mauritius 11.2018
Skills
- Team Leadership
- Giving Constructive Feedback
- Leading Team Meetings
- Documentation and Reporting
- Reliability
- Attention to Detail
- Goal Setting
- Adaptability and Flexibility
- Team Building
- Task Prioritization
- Interpersonal Relations
- Performance Coaching
- Task Delegation
- Active Listening
- Hiring and Training
- Staff Development
- Customer rapport
- MS Office proficient
- Family, criminal and civil law familiarity
- Conflict resolution
- Verbal and written communication
- Complex problem solving
- Case management
- Product and service knowledge
- Time Management
- Retail operations management
- Customer relations
- Merchandising
- Staff training and development
- Willingness to learn
- Positive attitude
- Teamwork and collaboration
- Contact center operations
Languages
French
Native/ Bilingual
Hindi
Native/ Bilingual
Spanish
Limited
Accomplishments
- Duke of Edinburgh's International Award Bronze and Silver medalist
- Alliance Française- DELF diploma holder
- Currently taking an Image Consultant Certificate online course from IAP college
Affiliations
- Assisting in external communication for Event Horizons NZ- a music events group. Involved in creating content on social media platforms such as Facebook, Instagram and Soundcloud.
- Learning beginners' photography with a DSLR to potentially dive into astrophotography in the future.
- Member of the University of Auckland alumni association.
References
Queenie Buchanan
Position: Contact Centre Manager
Email address: queenie.buchanan@justice.govt.nz
Phone: 0275842511
Hayley McNeill
Position: Area Manager
Email address: hayley.mcneill@chemistwarehouse.co.nz
Phone: 0210315324
Timeline
Team Manager - Legal Aid Debt
Ministry of Justice
04.2024 - Current
Team Manager - Fines
Ministry of Justice
08.2023 - 03.2024
Legal Aid Officer
Ministry of Justice
03.2023 - 08.2023
Crown Debt Management Officer
Ministry of Justice
03.2023 - 08.2023
Assistant Manager
Chemist Warehouse
07.2021 - 09.2022
Supervisor
Chemist Warehouse
12.2020 - 06.2021
Pharmacy Assistant
Chemist Warehouse
07.2019 - 12.2020
Master of Arts - Communication
Victoria University of Wellington
Bachelor of Arts - Politics And International Relations/Communication
University of Auckland
High School Diploma -
Queen Elizabeth College
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