Charity Saga
Redbank Plains,QLD
Summary
Experienced Tenancy Manager and Healthy Home Specialist skilled in strengths-based communication with diverse whānau and customers. A decade of hands-on experience at Kāinga Ora across multiple roles, including Tenancy Manager and Project Warm, has honed the ability to deliver effective solutions for housing challenges. Committed to applying expertise to support customers with higher needs.
Overview
16
16
years of professional experience
Work History
Senior Housing Support Manager
Kainga Ora - Homes and Communities
Auckland
08.2022 - 12.2025
- Coached and mentored housing support managers, improving service delivery for residents.
- Managed portfolio of over 100 properties, addressing complex customer needs.
- Enhanced role frameworks, ensuring quality outcomes for each whānau.
- Collaborated with maintenance teams to resolve requests, improving whānau well-being.
- Engaged in continuous learning through skill development and peer review feedback.
- Adhered to relevant legislation, regulations, policies, and codes of ethics.
Housing Support Manager
Kainga Ora - Homes and Communities
Auckland
11.2019 - 08.2022
- Managed customer portfolio of 200+ properties and tenancies, ensuring tailored support and satisfaction.
- Coordinated new tenancy agreements from initiation to completion, streamlining processes for tenants and landlords.
- Provided comprehensive support to tenants utilizing kāinga ora services.
- Monitored and reconciled customer rent accounts to ensure accuracy.
- Resolved complaints by meeting regularly with public and private owners.
- Established trust-based relationships with customers, fostering engagement and open communication.
- Proactively engaged with customers to address concerns and improve satisfaction.
Project Warm
Kainga Ora - Homes and Communities
Auckland
07.2019 - 11.2019
- Coordinated end-to-end processes for new tenancy agreements, ensuring compliance and efficiency.
- Conducted face-to-face meetings with tenants to address concerns and improve satisfaction.
- Monitored and reconciled customer rent accounts to maintain accurate financial records.
Administration People and Property - Mangere Office
Housing New Zealand
04.2019 - 07.2019
- Coordinated front office activities and addressed inquiries to enhance visitor experience.
- Facilitated communication and collaboration with internal and external groups to streamline processes.
- Collaborated with staff and management to foster transparency and improve office operations.
Maintenance Administrator
Housing New Zealand
06.2018 - 04.2019
- Coordinated pending queue to facilitate prompt follow-up on inquiries.
- Managed maintenance inbox to ensure timely resolution of inquiries.
- Collaborated with lease team on leased properties to streamline communication.
- Communicated with internal and external parties eg contractors, tenancy managers, call centre.
Interagency Administrator
Housing New Zealand
11.2017 - 06.2018
- Acknowledged and completed RFPP and NHSS referrals promptly to ensure smooth interagency processes.
- Supported Manager Interagency Administration through administrative tasks and collaboration with administrators across People and Property Group and external stakeholders to achieve work programme outcomes.
- Presented referrals and queries for escalation to the Manager Interagency Administration.
- Managed expectations of other Groups while aligning shifting priorities to maintain workflow efficiency.
- Developed collaborative relationships with colleagues and stakeholders across HNZ to enhance teamwork.
Customer Service Advisor (Manukau)
Housing New Zealand
06.2015 - 02.2017
- Provided compassionate and empathetic customer service, enhancing customer satisfaction and loyalty.
- Utilized strong phone skills to de-escalate customer issues and resolve concerns effectively.
- Made outbound calls to recover debt and make arrangements.
- Documented maintenance issues and forwarded them to appropriate personnel for resolution.
Wholesale Travel Consultant (Short haul)
GO Holidays
03.2014 - 12.2014
Receptionist/Journalist
Le Samoan News
01.2011 - 12.2012
Project Assistant
The Dream Centre
02.2010 - 11.2010
Education
Travel IndustryCertificates - NZQA National Certificate in Tourism (Core Skills) Level 3, NZQA National Certificate in Travel Level 3, NZQA National Certificate in Travel Level 4, Airline Reservations Certificate - Amadeus, Singapore Airlines Certificate, Contiki Certificate
10-2013
Australian Hospitality Course - Australian Hospitality Level 3 Certificate
01-2009
Skills
- Property management and compliance
- Tenant support services
- Portfolio oversight
- Customer relationship management
- Stakeholder engagement
- Team mentoring
- Conflict resolution
- Problem solving
- Effective communication
Community Work
- Primary President - Currently serving as the Primary President, Peninsula Park Ward within the Church of Jesus Christ of Latter-day saints overseeing children aged 18 months old - 12 year olds. I manage a team of 11 Adults who assist me with teaching and caring spiritually for all primary children.
- Relief Society Presidency - Working as senior leader within the Church of Jesus Christ of Latter-day Saints overseeing women from ages 18yrs over. I assist with the overall temporal and spiritual well-being of each of the sisters with the Mangere region.
- Young Women President - Previously assigned as the President over Young Women between 11yrs-18yrs of age.
- Vaccination Runner - Volunteered at 3 vaccination popups as a runner around Auckland.
Languages
English
Native/ Bilingual
Samoan
Native/ Bilingual
Timeline
Senior Housing Support Manager
Kainga Ora - Homes and Communities
08.2022 - 12.2025
Housing Support Manager
Kainga Ora - Homes and Communities
11.2019 - 08.2022
Project Warm
Kainga Ora - Homes and Communities
07.2019 - 11.2019
Administration People and Property - Mangere Office
Housing New Zealand
04.2019 - 07.2019
Maintenance Administrator
Housing New Zealand
06.2018 - 04.2019
Interagency Administrator
Housing New Zealand
11.2017 - 06.2018
Customer Service Advisor (Manukau)
Housing New Zealand
06.2015 - 02.2017
Wholesale Travel Consultant (Short haul)
GO Holidays
03.2014 - 12.2014
Receptionist/Journalist
Le Samoan News
01.2011 - 12.2012
Project Assistant
The Dream Centre
02.2010 - 11.2010