TAGIILIMA (LIMA) TAULAFO
Yennora,NSW
Summary
Motivated with high-level integrity and strong desire to help resolve challenges. Compassionate and team-oriented individual offering extensive knowledge of services, treatment options and issue resolution methods for migration assessment applications.
Overview
19
19
years of professional experience
Work History
Senior Case Officer
Australia Computer Society (Assessing Authority for DoHA)
07.2022 - Current
- Managing a full cycle of Global Talent Independent Program applications (Home Affairs)
- Flagging applications to the Department of Home Affairs
- Managing Reviews and Appeal applications
- Approving of all outcome letters for applicants prior to finalising applications
- Maintains applicants records by reviewing application notes and progress
- Manages general assessment email inbox on allocated day in an effective and timely manner to resolve email enquiries and allocate emails to case
- Manages escalations from applicants and migration agents, resolving where possible
- Allocations of applications to external contractor assessors and internal assessors
- Manages personal email inbox in an effective and timely manner to resolve email enquiries
- Manages of errors on assessment of applications and send back to assessors for corrections
- Approval for reopening of applications
- Manual starting of new applications or reviews on behalf of applicants and migration agents due to system errors
- Manage App Assist calls to applicants and migration agents via Teams/Zoom
- Assisting /Conducting webinars for applicants and migration agents via Teams/Zoom
- Managing payment disputes from applicants
- Managing cancellations of applications and refunds
- Involvement in user acceptance testing to validate changes made to the company website and CRM system
- Training of new staff members and existing colleagues
- Determining fraud and plagiarised documentations (passports etc)
- Managing of escalation/triage mailbox and applications
- Confirming of outcome letters when requested by DoHA.
- Conducted thorough investigations to gather relevant information, leading to more accurate case assessments.
- Maintained meticulous records, ensuring accurate documentation and easy retrieval of essential information.
- Streamlined processes for increased efficiency through regular review of policies and procedures.
- Evaluated data and trends to identify areas for future improvement, leading to more effective case management strategies and enhanced applicants' outcomes.
- Developed strong relationships with applicants, fostering trust and rapport for better outcomes in case management.
- Participated in ongoing professional development opportunities, staying current on industry trends and advancements in the field of case management.
- Assisted with the development of training materials for new hires, sharing knowledge and expertise within the team environment.
- Collaborated with colleagues to share best practices and develop innovative solutions for challenging cases.
- Monitored case progress for timely completion and compliance with applicable regulations.
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
Case Officer
Australia Computer Society (Assessing Authority for DoHA)
05.2017 - 06.2022
- Managing an individual case load of approx 700-800 open cases (includes reviews & appeals)
- Interpreting and explaining assessment results to applicants
- Ensuring documentation compliance as per the assessment guidelines
- Using Salesforce software to manage daily case loads
- User acceptance testing / validate changes made to the company website and CRM system
- Managing the communication and information between applicants and assessors
- Performing quality checks for assessments and results
- Maintaining communication with stakeholders such as university representatives and DoHA
- Providing phone and email customer service/communication
- Managing of the team Inbox on a specific given date every week
- Manual starting of new applications or reviews on behalf of applicants and migration agents due to system errors
- Identifying fraud documents and advise DoHA and Process audits.
- Managed sensitive information discreetly, maintaining confidentiality as required by law or company policy.
- Streamlined processes for increased efficiency through regular review of policies and procedures.
- Conducted thorough investigations to gather relevant information, leading to more accurate case assessments.
- Evaluated data and trends to identify areas for future improvement, leading to more effective case management strategies and enhanced applicant outcomes.
- Improved client satisfaction by providing timely updates and maintaining open lines of communication.
- Contributed to interdepartmental collaboration efforts that led to improved service delivery across various sectors.
- Developed strong relationships with clients, fostering trust and rapport for better outcomes in case management.
- Supported team members during high-stress periods or when additional assistance was needed, contributing to overall team success.
- Assessed needs of each applicant and recommended appropriate application type and what's required.
Client Manager
National Wealth Education Group
04.2014 - 11.2016
- Resolving customer complaints and issues
- Building rapport with existing and potential clients/Retaining of customers
- Providing information on government incentives, benefits, and rebates available
- Payment plans negotiation with clients
- Answering any queries over the phone
- Booking and confirming meetings for the financial advisors
- Updating information on database daily
- Seeking feedback from clients on our service
- Training, Coaching and Motivating of new staff members
- Running reports at the end of the shift every day.
- Delivered exceptional customer service by proactively anticipating client needs and providing tailored solutions.
- Established trust with clients through consistent follow-up and a commitment to understanding their unique business needs.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Maintained detailed records of all client interactions, ensuring accuracy in reporting and facilitating clear communication across teams involved in each project or campaign execution.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Implemented new processes to streamline workflow and improve overall efficiency within the team.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Collaborated with cross-functional teams to identify opportunities for growth and expansion of services offered.
- Trained new employees on company policies, procedures, and best practices, ensuring seamless integration into the team dynamic.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Developed strong relationships with clients through regular communication and personalized service for increased loyalty.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Managed a diverse portfolio of clients, ensuring optimal results by tailoring strategies to individual needs.
- Enhanced client satisfaction by effectively addressing concerns and resolving issues in a timely manner.
Telephone Account Manager
Dawson Media Pty Ltd
09.2012 - 08.2014
- Taylor advertising solutions to existing online customers across Pink Pages online
- Processing telephone, fax and email advertising requests
- Locate and contact potential clients in order to offer advertising services
- Provide clients with estimates of the costs of advertising products or services
- Maintain assigned account bases while developing new accounts
- Complaints Resolution
- Advertising renewal for customers
- Taking payments for advertising over the phone
- Email, fax and post proposals to potential clients
- Building rapport, maintaining relationships with existing customers
- Making outbound calls to new clients selling online advertising
- Help client with wording and layout for their advertising.
- Conducted regular account reviews, ensuring client satisfaction levels remained high while uncovering areas for growth.
- Developed tailored sales strategies to meet the unique needs of each target market, contributing to increased market share.
- Built long-lasting relationships with clients through consistent communication and proactive account management.
- Prepared comprehensive reports detailing account activity, providing valuable insights into areas requiring improvement or adjustments.
- Managed a portfolio of key accounts, maintaining strong relationships with decision-makers to secure repeat business.
- Established rapport with potential clients during initial contact calls, creating a solid foundation for future collaborations.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Recorded accurate and efficient records in customer database.
- Developed, maintained and utilized diverse client base.
Field Service Coordinator
Fujitsu (Contract)
04.2012 - 09.2012
- Delegating and distributing of work to Field Technicians and ASP’s
- Procurement of required hardware for the technicians
- Processing telephone, fax and email hardware orders
- Answer phone queries from technicians and 3rd parties
- Processing of paperwork for completed jobs
- Enter updated information into Clarify from the technicians
- Building relationships with technicians and third parties
- Update customer on progress on problem and advise of scheduled down time
- Logging jobs with IBM 3rd level support
- Contacting technicians and 3rd parties for updated information on open jobs.
- Monitored work performance and quality to maintain standards.
- Facilitated communication between office personnel, subcontractors, and customers.
- Managed scheduling and dispatch of field service technicians, ensuring timely onsite support for clients.
- Mentored junior team members by sharing technical expertise, providing guidance in troubleshooting complex issues, and fostering a positive work environment to support professional growth.
- Collaborated with internal departments to streamline communication processes for faster issue resolution.
- Reviewed incoming service requests to prioritize workloads based on urgency and resource availability effectively.
- Conducted regular field visits to assess technician performance, identifying areas for improvement and providing constructive feedback.
- Improved customer satisfaction by addressing and resolving field service issues promptly and effectively.
- Handled escalated customer complaints professionally and efficiently while maintaining a focus on achieving long-term customer satisfaction and retention.
- Assessed customer needs and developed solutions to meet needs.
- Coordinated and monitored service activities to confirm work met all requirements.
- Communicated with clients and service providers to provide updates on work progress.
Senior Customer Support Advisor (ICT)
Department of Labour/NZ Immigration
07.2011 - 03.2012
- Provides support to users to maximise their satisfaction with the ICT services they use
- Provides effective coordination
- Consistently deliver expected results, and help to implement high-quality management systems
- Assists with the delivery of quality ICT services
- Contributes to the release of ICT communications
- Facilitates effective relationships between the ICT Division and the users of ICT services
- Update users on progress on problem resolution and advise of scheduled down time
- Assist resolver groups in the resolution of problems in a professional manner
- Assist computer users by finding answers to questions about hardware and software
- Monitor Service Desk and identify anomalies / issues relating to user groups
- Facilitate on-going communication with user groups and monitor customer satisfaction
- Assist the Team Leader of ICT Customer Support with the management of the Service Catalogue Management ITSM process
- Update issues register / Update the ICT Service Catalogue
- Maintain records of activity in Help Desk system
- Maintain records of fault calls passed to service providers and their times to resolution
- Demonstrate good decision-making by prioritising and facilitating problem solving
- Create and maintain productive working relationships with managers and colleagues within ICT across the Department
- Provide information in a timely and appropriately targeted manner in response to requests from and / or to support work colleagues
- Provide information in a timely and appropriately targeted manner in response to requests from and / or to support work colleagues
- Gauge effectiveness of stakeholder relationships using a range of relationships using a range of appropriate measures and processes (including stakeholder feedback)
- Build and maintain relationships with outside peers, suppliers and contractors that result in improved quality of delivery
- Escalate issues to other teams for resolution if required
- Site audits for all ICT equipment.
- Streamlined support processes for increased efficiency and reduced response times.
- Enhanced team performance with regular coaching and feedback sessions.
- Contributed to the development of a new training program for incoming Customer Support Advisors, improving onboarding experience.
- Delivered accurate information through various communication channels including phone calls, emails, live chat, and social media platforms.
- Maintained detailed records of customer interactions, allowing for better tracking of trends and improvements in service delivery.
- Developed comprehensive product knowledge, leading to improved support quality and faster resolution times.
- Improved customer satisfaction by resolving complex issues and providing exceptional service.
- Reduced escalations by proactively addressing customers'' needs and providing thorough solutions.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Connected with customers to address questions and resolve issues through phone and email.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Purchasing Coordinator/Procurement
Department of Internal Affairs
09.2007 - 06.2011
- Design, own and maintain clear documentation processes of all ICT Procurement for changes/improvements
- Procuring goods and services (hardware/software), performing supplier evaluations and selection
- Managing suppliers and interfacing with the suppliers on issues that affect supplier operations
- Identifying, developing and leading implementation of Procurement initiatives as required supporting business strategies
- Resourcefully and actively resolve issues before escalating and delivering suitable outcomes
- Seek feedback and identify ways to improve procurement processes
- Ensure appropriate levels of communication to requesting personnel with respect to order status
- Identify and escalate service delivery issues as required
- Implement agreed changes to procurement processes as required and ensure that all documentation is updated and users of the processes are informed of the changes
- Ensure all documentation and processes for ICT Procurement is regularly revised and up to date
- Foster and maintain good working relationships with various ICT equipment and software suppliers
- Ensure appropriate levels of communication to requesting personnel with respect to order status
- Maintain an appropriate level of knowledge of ICT technologies including software
- Maintain liaison with DIA team staff to ensure smooth operations and information flows
- Co-ordinate ICT pooled and evaluation hardware
- Verify and confirm invoices via EIW and approval of Credit Card invoices and purchases
- Managing of all ICT Procurement documents in DMS
- Liaise and managed telephony and mobility account changes for customers.
- Maintained complete documentation and records of all purchasing activities.
- Reviewed purchase orders for accuracy and compliance with company policies before approval, minimizing errors and potential disputes.
- Contacted each vendor and recorded information regarding price, availability and quality of products.
- Created purchase orders and had each signed by production managers.
- Enhanced procurement efficiency by streamlining purchasing processes and implementing cost-saving strategies.
- Monitored all purchase requisitions and handled adjustments with vendors.
- Negotiated favorable pricing with suppliers, resulting in significant annual savings for the company.
- Implemented policies to reduce cost and eliminate waste.
- Collaborated with internal and external customers and managed all pricing and availability of all products.
- Collaborated with cross-functional teams to ensure timely delivery of products and services, contributing to overall operational effectiveness.
- Created purchase orders to monitor stock levels, verify purchase requisitions, and expedite customer orders.
- Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
- Tracked inventory shipments and prepared spreadsheets detailing item information.
- Communicated with vendors regarding inventory needs and negotiated prices to maintain profit margins.
- Established and maintained accurate records of purchases, pricing and payment terms.
- Reviewed and approved purchase orders and invoices for accuracy and completeness.
- Collaborated with internal stakeholders to create timely and accurate purchase orders.
Senior Managed Services Coordinator
Telstraclear Ltd
06.2005 - 08.2007
- Maintaining and develop an effective relationship with customer primes, TCL Sales, Support and Technical Teams to ensure the customer receives excellent and continuous service through resolution of any customer impacting issues and identification of opportunities for service improvement
- Responsible for highlighting training needs, ensuring customer documentation is appropriate and assists in coaching of service colleagues where applicable
- Managing and coordinating implementation or change activities arising as a result of a customer or support provider request
- Responsible for owning and coordinating Customer requests through to completion
- Follow the standard Change Management Process to identify and assess the impact of changes resulting from customer requests in order to minimise unplanned impact when completing these changes
- Monitoring and reporting on request progress
- Maintaining the integrity of customer billing, network and configuration records in key Customer database systems by updating these records with changes resulting from customer requests
- Performing service desk functions, responding to customer queries and providing second level response and diagnosis and handover to 3rd level support teams as required
- Receive and record all calls from customers which include faults and deal directly with requests
- Provide initial assessment of all user requests, make first attempt at resolution or refer to 3rd line support, including third party suppliers
- Manage requests according to agreed service levels
- Keep users informed on status and progress
- Produce management reports
- Procurement / Processing of all mobile phones & blackberry orders via telephone, fax and email
- Price Negotiations
- Recruitment, induction, and training of new staff member.
Education
Business And Administration Course
Whitireia Polytech
Wellington NZSkills
- Can-do attitude
- Positive
- Communication Skills
- Customer Focus
- Enthusiastic
- Fast learner
- Honesty and reliable
- Customer service
- Leadership
- Perseverance
- Presentation Skills
- Punctuality
- Self-Motivated
- Time Management
- Trustworthy
Accomplishments
- Executive team member for Australian Christian Churches Norwest Region Women’s Group
- Public Officer / Administration for local church
- Promoted from Case Officer to Senior Case Officer for recent job
Systemsused
Salesforce
References
Referees can be provided on request.
Timeline
Senior Case Officer
Australia Computer Society (Assessing Authority for DoHA)
07.2022 - Current
Case Officer
Australia Computer Society (Assessing Authority for DoHA)
05.2017 - 06.2022
Client Manager
National Wealth Education Group
04.2014 - 11.2016
Telephone Account Manager
Dawson Media Pty Ltd
09.2012 - 08.2014
Field Service Coordinator
Fujitsu (Contract)
04.2012 - 09.2012
Senior Customer Support Advisor (ICT)
Department of Labour/NZ Immigration
07.2011 - 03.2012
Purchasing Coordinator/Procurement
Department of Internal Affairs
09.2007 - 06.2011
Senior Managed Services Coordinator
Telstraclear Ltd
06.2005 - 08.2007
Business And Administration Course
Whitireia Polytech
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