Tuteru Leavasa
Auckland ,Henderson
Summary
Adept at transforming challenges into solutions, I leveraged professional ethics and case documentation skills to enhance client outcomes at Whaikaha Supported Learning. My approach, blending empathy development with effective case management, significantly improved client engagement and satisfaction. My leadership as a Call Centre Supervisor further honed my ability to deliver results through constructive feedback and team development. I am dedicated to being well-versed at liaising with clients to foster access to community resources, treatment and assistance programs. Strong background in supporting client treatment plans. Compassionate and driven with unfailing work ethic and passion for helping others.
Overview
21
21
years of professional experience
Work History
Social Work Practicum Student
Whaikaha Supported Learning
08.2023 - 11.2023
- Developed and implemented individualized treatment plans for clients.
- Utilized a strengths-based approach when working with clients, building on existing capabilities for sustained improvement.
- Developed strong rapport with clients, fostering trust and engagement in the therapeutic process.
- Performed client screenings and accurately recorded data in case files to facilitate clinical case coordination services and case management duties.
- Facilitated group therapy sessions to help clients develop coping skills and improve communication.
Social Work Practicum Student
The Fono - Family Start Team & Family Harm Team
03.2023 - 06.2023
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within the teams concepts directly into relevant work situations.
- Sorted and organized files, surveys
- Supported families through challenging situations by offering guidance and resources tailored to their unique circumstances.
Childcare Volunteer
St Andrews Presbyterian Mainly Music
04.2018 - 02.2020
- Provided a safe and nurturing environment for children to learn and grow through various educational activities.
- Collaborated with fellow volunteers to create a positive atmosphere for children, fostering strong relationships among peers.
- Boosted creativity through hands-on art projects that allowed children to express themselves freely while developing fine motor skills.
Shop Coordinator
St Andrews Prebyterian Opportunity Shop
04.2018 - 01.2020
- Created visually appealing merchandise displays that generated interest in featured products leading to increased sales.
- Maintained accurate records of transactions, inventory levels, employee hours worked, and reconciled cash drawers daily for financial accuracy.
Telephone Interviewer
Ipsos
04.2013 - 10.2015
- Gathered data and insights from participants during telephone interviews.
- Exceeded daily call quotas while maintaining high-quality interactions, ensuring timely project progress.
- Maintained a comprehensive understanding of company policies, procedures, and guidelines related to telephone interviewing processes.
- Assisted in the development of interviewer training materials, leading to improved interviewing techniques amongst colleagues.
- Administered phone interviews to survey participants.
- Followed call center protocols when notifying participants of call purpose and use of information.
- Documented records of call information.
- Provided quality customer service to earn satisfaction ratings of [Number]%.
Call Centre Supervisor
Answers Services NZ Limited
03.2003 - 11.2005
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
Education
Bachelor of Social Practice -
Unitec Waitakere
Henderson, Auckland Western Springs College
Western Springs, Auckland 12.1992
Skills
Professional boundaries
Supervision engagement
Professional ethics
Client Advocacy
Reflective Practice
Self-care strategies
References
Peter Matthewson
Unitec Senior Lecturere
pmatthewson@unitec.ac.nz
Ph: 09 815 4321 extn. 7539
Rev.Gary Mauga
St Andrews Presbyterian Church Henderson
gary@standrewshenderson.com
Ph: 022 353 0039
Timeline
Social Work Practicum Student
Whaikaha Supported Learning
08.2023 - 11.2023
Social Work Practicum Student
The Fono - Family Start Team & Family Harm Team
03.2023 - 06.2023
Childcare Volunteer
St Andrews Presbyterian Mainly Music
04.2018 - 02.2020
Shop Coordinator
St Andrews Prebyterian Opportunity Shop
04.2018 - 01.2020
Telephone Interviewer
Ipsos
04.2013 - 10.2015
Call Centre Supervisor
Answers Services NZ Limited
03.2003 - 11.2005
Bachelor of Social Practice -
Unitec Waitakere
Western Springs College
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