Leilani Whitnall
Ripley,QLD
Summary
Hello, My name is Leilani Whitnall and I am 25 years of age and come from a Tokelauan, Samoan & European descent. I come from a large extended family full of wonderfully diverse people. Currently living in Ripley, Ipswich Brisbane QLD.
Ive recently moved from New Zealand to Australia for more opportunities and to grow my career. Throughout my teenage years, I started working as a waitress at Wallaceville House and as a Deli Assistant at Pak N Save Upper Hutt. I decided on a career change and worked as a Customer Support Administrator for Madison Recruitment via contract to a Government agency. I became a peer supporter supporting youth with their mental wellbeing. I then moved from this role to into a similar field with Pact group, supporting people with mental-wellbeing and disability issues. More recently I have been working for Vodafone/ One NZ supporting and gaining relationships with business and consumer customer all over New Zealand.
My bubbly personality and laughter is what I am best known for. I embrace people, ideas, perspectives from all angles and places in the world.
Overview
11
11
years of professional experience
Work History
Business Case Manager
Vodafone NZ
05.2022 - Current
- High satisfaction rating through proactive one-call resolutions
- Developed and maintain great understanding of product information with ability to provide excellent responses to diverse questions
- Skilled in providing customer advice on company systems, form completion and access to services
- Skilled in customer complaint resolutions, difficult conversations that services to aid retention
- Highly skilled in customer queries and requests, offering excellent support, often tailored to address specific needs.
- Skilled multi-tasked managing inbound calls and Case managing high workload, with outbound calls when necessary
- Driven and engaged in learning and development opportunities to promote promote continued performance improvement
- Used critical thinking to break down problems, evaluate solutions
Community Support Worker
Pact Group
11.2021 - 04.2022
- Provided great emotional/physical support to affected residents and victims and assisted in developing long-term recovery plans, goals, Vocational activities within the community
- Assisted in implementation of community support services in alignment with needs.
- Supporting people between ages of 18-50
- Experienced with analyzing Risk Management Plans/ Needs assessments and new daily note taking on progress.
- Experienced with working with all types of people from different cultural backgrounds
- Trainings - Basic self defensive training, Challenging Behavior training and Management of Actual and Potential Aggression training
- Experienced and work well under pressure and stressful situations
Peer Supporter
Peerzone Piki Project
07.2020 - 09.2021
- highly experienced Giving 1:1 peer support to young people between ages of 18-25 with their mental wellbeing by sharing lived experiences
- Experienced in facilitating group workshops with young people supporting and giving resources and support on their journeys as a collective
- Trainings - Inside out rainbow, Le Va Pasifika, He Puna Whakaata
- Excellent Feedback/Report note taking for each client and group session
- Helping young people monitor their progress and articulating their goals for recovery while support them through their treatment.
- Maintained courteous and effective working relationships.
- Excellent at Identifying issues, analyzing information and provided solutions to problems.
Customer Support Administrator
Kelly Services And Madison Recruitment
03.2018 - 09.2019
- Assess incoming customer requests to manage their details by administering their information correctly within government systems
- Comfortably contact customers by letter, email, web message and phone to seek further information and provide confidence of service
- Often provide input on team discussions to improve business processes, that shape better outcomes for our customers
- Built and maintained relationships with key stakeholders across the business to exert my passion for diversity, inclusion and a positive working culture
- Provided support and training to new staff on new tasks, with focus on the new systems delivered by the wider Business Transformation
Waitress Supervisor
Wallaceville House
08.2013 - 03.2017
- Managed table turnover rate effectively allowing for more guests served per shift.
- Ensured timely delivery of food orders by closely monitoring kitchen processes and collaborating with chefs to resolve any issues efficiently.
- Fostered a positive working environment by addressing employee conflicts promptly and fairly, promoting open communication between team members.
- Increased overall dining experience by maintaining high standards of cleanliness and organization throughout the restaurant.
Education
High School Diploma -
Upper Hutt College
Upper Hutt09.2016
Skills
- Excellent communication
- Thrive working under pressure
- Work well independently and team
- Initiative
- Cultural Awareness
- Critical Thinking
- Organization and Time Management
- Attention to Detail
- Multitasking Abilities
- MS Office and Excel suite
Timeline
Business Case Manager
Vodafone NZ
05.2022 - Current
Community Support Worker
Pact Group
11.2021 - 04.2022
Peer Supporter
Peerzone Piki Project
07.2020 - 09.2021
Customer Support Administrator
Kelly Services And Madison Recruitment
03.2018 - 09.2019
Waitress Supervisor
Wallaceville House
08.2013 - 03.2017
High School Diploma -
Upper Hutt College
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