Fiotelisa Faletau
Wollert,VIC
Summary
Adept at problem-solving and customer relations, I enhanced service delivery and client satisfaction at Idea Services, NZ, by spearheading cross-departmental collaborations and resolving escalated complaints. My analytical thinking and teamwork skills contributed to a more cohesive, efficient work environment, significantly improving inter-agency communication and client well-being. Experienced Team Member bringing outstanding performance working with others to meet common goals. Familiar with project management and workflow optimization. Eager to bring knowledge to support the organisation and customer needs.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Social Disability Workers
One Doorway Ltd
08.2022 - Current
- Followed instructions and procedures to complete assigned tasks.
- Mentored new support workers by providing guidance, sharing best practices, and modeling effective client-centered care techniques.
- Adapted quickly to changing work environments while maintaining high levels of productivity and professionalism under pressure.
- Collaborated with family members of clients, enhancing support network and ensuring holistic approach to care.
- Documented client progress and communicated updates to care team, contributing to continuous improvement in service delivery.
- Supported clients in accessing community resources, enhancing their integration and participation in community activities.
- Enhanced the quality of care for clients by providing personalized support and assistance with daily living activities.
- Transported clients to appointments, shopping venues and entertainment events according to determined schedule.
- Established trusting relationships with clients and their families through empathetic communication and active listening.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Maintained detailed records of client progress, interventions, and outcomes to ensure continuity of care across service providers.
- Coordinated appointments for clients with healthcare providers to promote consistent access to essential medical services.
- Safeguarded client well-being by monitoring health conditions, administering medications, and reporting any changes to appropriate medical professionals.
- Kept clients engaged in social networks and communities for personal health and growth.
- Developed strong rapport with clients by consistently demonstrating respect, understanding, and genuine concern for their wellbeing.
Service Manager
Idea Services, NZ
05.2017 - 04.2022
- Resolved clients complaints in professional and timely manner.
- Met with clients and their families to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed monthly service reports from staff to identify areas of improvement.
- Coordinate meetings with client's networks of professions and appointments.
- Coordinated cross-departmental efforts to address complex cclients issues, facilitating better communication and collaboration between teams.
Immigration Officer
Immigration New Zealand
02.2013 - 04.2016
- Improved inter-agency communication by participating in meetings, conferences, and training sessions related to immigration enforcement issues.
- Handled sensitive information securely by adhering strictly to data protection protocols when accessing databases containing personal data of applicants or detainees.
- Collaborated with other law enforcement agencies to identify and apprehend individuals involved in criminal activities or posing a threat to national security.
- Demonstrated cultural sensitivity during interactions with diverse populations from around the world seeking entry into NZ.
- Exemplified teamwork by collaborating effectively with colleagues, sharing knowledge and expertise to improve overall performance within the organ
- Advised visitors on immigration laws governing country, consequences of breaking laws and reasons for deportation.
Education
Post Graduate Diploma of Strategic Studies - Humanities And Community Development
Victoria University of Wellington
Wellington, New Zealand.11.2012
Bachelor of Arts - Majoring Human Geography And Sociology.
University of Auckland
Auckland New Zealand.11.2009
Skills
- Customer Relations
- Problem-Solving
- Teamwork and Collaboration
- Attention to Detail
- Collaboration and Teamwork
- Multitasking Abilities
- Time Management
- Organizational Skills
- Analytical Thinking
Certification
- Screened NDIS clearance certificate expired 2027.
- First Aid and CPR valid until 2025 and 2027.
- Working with Children Clearance certificate until 2027.
- Full Victorian Driver's license.
Languages
English
Full Professional
Tonga
Native or Bilingual
Timeline
Social Disability Workers
One Doorway Ltd
08.2022 - Current
Service Manager
Idea Services, NZ
05.2017 - 04.2022
Immigration Officer
Immigration New Zealand
02.2013 - 04.2016
Post Graduate Diploma of Strategic Studies - Humanities And Community Development
Victoria University of Wellington
Bachelor of Arts - Majoring Human Geography And Sociology.
University of Auckland
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