CHENELLE MITCHELL
Orange
Summary
Professional with strong background in support services, ensuring efficient operations and excellent client satisfaction. Skilled in problem-solving, communication, and resource management, consistently driving team collaboration and achieving objectives. Adaptable and reliable in dynamic environments, well-versed in administrative tasks, technical troubleshooting, and customer service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Housing Support Manager
Kainga Ora (Housing New Zealand)
07.2023 - 04.2024
- Educated clients face-to-face on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Achieved positive client outcomes by developing and implementing achievable steps tailored to each customers unique situations and goals.
- Managed a high volume of incoming and outgoing phone enquiries and email correspondence, ensuring accurate solution-focused responses within tight deadlines.
- Maintained complete, accurate records and databases, ensuring customer privacy and compliance with legislation and regulations were consistently upheld.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Established strong relationships with key stakeholders, fostering open communication channels for enhanced cooperation.
Integrated Services Case Manager Housing
Ministry of Social Development (Work & Income)
10.2020 - 07.2023
- Self-managed a caseload of 120 clients with multiple complex needs ensuring all sensitive client situations were handled with discretion and empathy, and any immediate needs were addressed with urgency.
- Conducted thorough assessments of clients'' situations by building rapport, identifying issues, goals, and necessary interventions.
- Monitored progress and ongoing cases closely, adjusting case management strategies based on evolving circumstances or new information.
- Contributed to team discussions and case studies actively, sharing insights and advice with colleagues to optimise client support strategies.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management and up-to-date on local trends.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
General Case Manager
Ministry of Social Development (Work & Income)
04.2017 - 10.2020
- Achieved positive client outcomes by developing customised employment plans for clients to confidently enter the workforce so they can become financially independent.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs and personal goals.
- Connected clients with appropriate community resources to address barriers such as transportation, childcare, and housing issues.
- Managed accurate data entry of 10,000+ clients using client management record systems and implemented changes to increase processing time of claims.
- Embraced change to call center technology and working from home without notice (due to Covid lockdown) using a service management system to record all work completed while still consistently meeting daily KPIs.
Assistant Manager
Albert Street Gardens
03.2011 - 04.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Managed scheduling, staff rosters, and resident appointments.
- Assisted with financial administration, including budgeting, invoicing, rental receipts, and banking.
- Mentored 3 junior staff members in their professional development by offering guidance/support in their assigned roles.
- Facilitated communication between residents, families, staff, and care teams.
- Ensured residents received a consistently excellent level of person-centered care and customer service.
Education
Bachelor - Communications
Massey University
Auckland, NEW ZEALAND2000
Skills
- Customer service expertise
- Client relationship building
- Analytical problem-solving
- Time management
- Teamwork and collaboration
- Work planning and prioritisation
- Verbal and written communication
- Skilled in digital tools
- Office administration and reporting
- Flexible and adaptable
- Community networking
Accomplishments
Connected Kainga Ora with Ministry of Social Development (MSD) so both agencies could collaborate services to make easier processes for customers. I acheived this by working in different MSD sites once a week, educating and mentoring staff from both organisations about each other’s products, services and legislation.
Certification
- Current unrestricted Australian Drivers License
- First Aid & CPR Certificate
Timeline
Senior Housing Support Manager
Kainga Ora (Housing New Zealand)
07.2023 - 04.2024
Integrated Services Case Manager Housing
Ministry of Social Development (Work & Income)
10.2020 - 07.2023
General Case Manager
Ministry of Social Development (Work & Income)
04.2017 - 10.2020
Assistant Manager
Albert Street Gardens
03.2011 - 04.2017
Bachelor - Communications
Massey University
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