- I enjoy helping others and giving back to the community
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Avid Reader
- Community Cleanup
- Volunteering for community initiatives to give back to local communities and make a positive impact
Victoria Tangaroa
Summary
Dynamic professional with a proven track record at the Ministry of Social Development, excelling in customer service and problem-solving. Recognized for enhancing client satisfaction and maintaining meticulous data accuracy. Strong team player with excellent communication skills, adept at managing high-pressure situations while delivering timely solutions.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Housing Processing Officer
Ministry of Social Development
2018 - Current
- Point of Contact when manager is absent.
- Processing refunds to clients where the Income Related Rent has decreased and/or arrears payment to social housing providers.
- Panel Member for Benefit Review Committee hearings relating to social housing tenants and people in receipt of a main benefit from Work and Income.
- Assessing Income Related Rent for tenants in social housing.
- Processing Business Initiated Transfer and Provider Initiated Transfers.
- Processing Annual Reviews.
- Maintaining business relationships with social housing providers.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Self-motivated, with a strong sense of personal responsibility.
- Achieved high levels of customer satisfaction due to timely resolutions of any issues encountered during the processing phase.
Customer Service Officer
Ministry of Social Development
2009 - 2017
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Analyzed income, residency, and identification to assess Community Services Card eligibility.
- Processed compensation for healthcare visits and prescription charges.
- Manage all correspondence and other administrative processes.
- Delivered timely solutions to client queries through direct communication and phone outreach.
Benefit Review Coordinator
Ministry of Social Development
01.2015 - 12.2016
- Implemented best practices in document management systems to ensure accuracy, consistency, and accessibility of all critical files.
- Provided timely and accurate status updates to report writer team, maintaining transparency and strong lines of communication throughout the review process.
- Organise hearings for clients, community representative and panel members.
- Organized and maintained a comprehensive database of all hearings, ensuring timely updates and accurate reporting for management.
- Ensure the benefit review process occurs in a professional timely manner.
Customer Service Representative
Ministry of Social Development
01.2009 - 12.2009
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
War Pensions Processing Officer
Ministry of Social Development
01.2008 - 12.2008
- Prioritized and organized workload based on risk and severity to meet deadlines.
- Achieved high levels of customer satisfaction due to timely resolutions of any issues encountered during the processing phase.
- Supported fellow Processing Officers during periods of high workload or absences by stepping in to assist with their responsibilities.
- Collaborated with team members to achieve shared objectives and meet tight deadlines.
- Processing reimbursements for clients and their doctors' visits.
Data Entry Clerk
Ministry of Social Development
09.2007 - 12.2007
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Verified accuracy of data entered into system to produce error-free reports.
- Maintained confidentiality and security of all information, ensuring compliance with data protection regulations.
Case Manager
Ministry of Social Development
2011 - 2012
- 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 care needs.
- Reception duties.
- Assessing entitlement and processing client payments for Special Needs Grants, Advance Payment on Benefit and Recoverable Assistance Payments.
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Active listening
- Excellent data entry
- Computer literate
- Analytical
Interests
Certification
National Certificate in Customer Services Operations (Level 3)
National Certificate in Public Sector Services (Level 3)
New Zealand Certificate in Personal Financial Capability and Financial Services (Level 3)
Te Tohu Whakahaere Pūtea Certificate in Money Management (Level 3)
Timeline
Benefit Review Coordinator
Ministry of Social Development
01.2015 - 12.2016
Customer Service Representative
Ministry of Social Development
01.2009 - 12.2009
War Pensions Processing Officer
Ministry of Social Development
01.2008 - 12.2008
Data Entry Clerk
Ministry of Social Development
09.2007 - 12.2007
Housing Processing Officer
Ministry of Social Development
2018 - Current
Customer Service Officer
Ministry of Social Development
2009 - 2017
Case Manager
Ministry of Social Development
2011 - 2012
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