Sapphirerose Margaret Solouota
Tawa,Wellington
Summary
I am passionate in being able to impart my skills, specifically in workforce management to utilize my local and national operational knowledge, to enhance processes to better support and achieve organizational initiatives. Having gained an immense amount of knowledge in the technical space working closely with ICT as National Workforce Management is one of the only specialist workgroups to work across all three systems in the MyPolice Solution: Success Factors, Kronos, and SAP. I am eager to contribute in a strategic/leadership advisory role and this opportunity will enable me to impart my skills, knowledge, and experience to build capability within the work group.
Overview
18
18
years of professional experience
Work History
Workforce Manager - Service Centres
New Zealand Police
Wellington, WGN
08.2022 - Current
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
- Facilitated strong relationships between management and employees through open communication channels, promoting a positive work environment.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Spearheaded process improvement efforts leading to greater efficiencies in daily operations and reduced overhead costs.
Strategic Analyst – Workforce Manager Firearms
NZ Police
05.2022 - 08.2022
- Business Unit Change management lead Develop, implement workforce processes, service level agreement and business continuity plan
- Lead and manage small team Managing team resourcing Deliver system and collective agreement training to leadership levels Develop HR Dashboards Forecasting and mitigation strategy focused reports
- Evaluated current processes to develop improvement plans.
- Produced detailed and relevant reports for use in making business decisions.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Gathered, documented and modeled data to assess business trends.
- Collected, organized and modeled data using Kronos, SAP and SuccessFactors.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
- Restructured procedures through coordination with Arms Directors to create and execute projects.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
National Workforce Analyst
NZ Police
Thorndon, WGN
11.2016 - 05.2022
- System and National workforce communications lead
- National Operations Workforce Advisor/lead
- Managing and Training National Workforce Analysts and administrators including district specialists
- Design and develop artefact's for district use and national use.
- Create and maintain Kronos Org Structure process and test scripts.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained strong and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service through developing SOPs and training packages for WF specialists and managers.
District Workforce Analyst
NZ Police
Wellington City
09.2011 - 07.2013
- Diversity Liaison Officer Portfolio holder
- Lead and coordinated District Operations
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Provided training on dashboard and package development to team members and management.
- Optimized schedules, forecasts and other tools to present to management.
- Prepared and maintained reports, dashboards and monthly packages.
- Delivered targeted advise on issues such as applicable employment regulations, compensation strategies and internal systems to help companies update antiquated or ineffective approaches.
- Advised managers and employees on legislation , employment regulations, collective agreements.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
District Workforce Co-ordinator
NZ Police
Wellington City
07.2013 - 07.2014
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
- Assisted WF Analyst in operations
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Used coordination and planning skills to achieve results according to schedule.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Verification Officer
NZ Police Infringement Bureau
Thorndon, Wellington
09.2011 - 07.2013
- Verified client information by analyzing existing evidence on file.
- Authorised Officer trained and certified Verifying of CVIU Reports Data Entry Issuing notices/ Smart Device
- Uses in house databases /PIPS/Data Base/Peoplesoft Problem Solving
- Uses customer service work experience Microsoft Word Microsoft Outlook NIA
- Maintained strong knowledge of basic legislation and terminology to better understand services and procedures.
- Posted payments to accounts and maintained records.
- Communicated verification and authorization status updates with Adjudication department to facilitate decision-making for compliance.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
Customer Service Officer
NZ Police Infringement Bureau
Wellington
09.2009 - 09.2011
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Provided primary customer support to internal and external customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Developed working relationships with internal and external customers while assisting with account management duties.
File Maintenance Clerk
NZ Police Infringement Bureau
Wellington
10.2007 - 09.2009
- Examined, categorized and sorted incoming documents.
- Maintained physical and computer-based filing systems.
- Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
- Implemented improvements to file systems and procedures.
- Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.
- Upheld confidentiality of information to avoid potential data breaches.
- Responded to internal and external requests for information.
- Trained junior clerical staff on department procedures.
- Wrote documents outlining file management protocols.
Retail Volunteer
Strathmore Community Centre
Wellington
01.2012 - 09.2014
- Greeted customers, helped locate merchandise and suggested suitable options.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Exhibited excellent people skills during interaction with employees and customers.
- Trained,developed and managed new employees for ease of transition into team.
Parking Warden
Wellington City Council
Wellington
01.2007 - 08.2007
- Wrote and issues citations or warnings to owners of vehicles.
- Maintained accurate and detailed logs of all events during each shift.
- Responded to calls in both routine and emergency situations.
- Filled out daily log of citations and warnings issued and submitted list to supervisor at end of shift.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
Education
No Degree - Business Administration
McGirr Training
NCEA LEVEL 1 -
Wellington East Girls' College
Wellington, WGN11.2006
Skills
- Diversity advocate
- Operational Response Lead
- Standard Operating Procedures Understanding and Design
- Training Program Design
- Critical Thinking
- Management Consultation
- Continuous Improvement
- Workforce Planning
- Policy Interpretation
- Troubleshooting Techniques
- Professional Relationships
- Collaboration
Visual and Performing Arts
Visual Artist
Artwork displayed at Pataka Museum Art Gallery - Porirua,
Artwork shown on TVNZ - Tangata Pasifika
Designed posters for Police and Community projects
Designed logos and uniforms for community groups
and schools.
Performing Arts
Member of the Niuean Sialetafa Cultural Group
Member of Wing It PNHQ choir
Timeline
Workforce Manager - Service Centres
New Zealand Police
08.2022 - Current
Strategic Analyst – Workforce Manager Firearms
NZ Police
05.2022 - 08.2022
National Workforce Analyst
NZ Police
11.2016 - 05.2022
District Workforce Co-ordinator
NZ Police
07.2013 - 07.2014
Retail Volunteer
Strathmore Community Centre
01.2012 - 09.2014
District Workforce Analyst
NZ Police
09.2011 - 07.2013
Verification Officer
NZ Police Infringement Bureau
09.2011 - 07.2013
Customer Service Officer
NZ Police Infringement Bureau
09.2009 - 09.2011
File Maintenance Clerk
NZ Police Infringement Bureau
10.2007 - 09.2009
Parking Warden
Wellington City Council
01.2007 - 08.2007
No Degree - Business Administration
McGirr Training
NCEA LEVEL 1 -
Wellington East Girls' College