Vicki Salamasina

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.

• Entered data, generated reports, and produced tracking documents.
• Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
• Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
• Gathered and organized materials to support operations.
• Collaborated with IT to develop user-friendly project management tool, streamlining project tracking and reporting.
• Enhanced project tracking by developing comprehensive database, which allowed for real-time updates and adjustments.
• Coordinated logistics for large-scale events, significantly reducing setup times and eliminating scheduling conflicts.
• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
• Monitored real-time analysis and ensuring call centre staff were in the right place at the right time.
• Worked with the Customer Service Centre Leadership Team to ensure we had enough staff to assist on the phones ensuring incoming calls were being answered within the agreed time.

Team Leader for the Overnight Team. Led a team of 10 staff working from 7:45pm-6:15am (next day) ensuring calls from our customers were answered in a timely manner. Also ensuring various admin work was completed during the shift.

• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.

• Assisted the most vulnerable customers around NZ with queries ranging from their Accounts to Maintenance requests
• Developing strong relationships with Housing Managers to ensure requests have been passed on to them in a timely manner about their tenants
• Developing close relationships with our external Maintenance Partners regarding maintenance requests updates and additional information in a timely manner
• To be able to educate our customers on information they may not be aware so they know for future reference
• Ensuring I am maintaining a high scores to achieve my KPIs (Key Performance Indicators) monthly
• Developed strong relationships with clients through regular communication and excellent customer service
• Upskilling my colleagues on work they may have missed or unsure of. Ability to share knowledge to ensure the team are all on the same page.