Annamode PALMA GIL
Summary
With a solid tenure since 2011, I possess extensive familiarity and proficiency with Immigration detention services operations. I have a deep understanding of the company's close ties to politics and its substantial impact on the incoming immigration service provider . I embrace the ever-changing nature of the business and remain adaptable to navigate upcoming organisational changes.
Overview
31
31
years of professional experience
Work History
Detention Service Officer
SERCO IMMIGRATION SERVICES AUSTRALIA
05.2011 - Current
- Perform Variety of Roles per Operational requirement for the shift such as: Welfare Officer, Transport and Escort Officer both local and interstate , Property Officer, a short stint as Acting Detention Service Manager (A/DSM) Roles when short staffed.
- Perform induction and discharge process, that is, intake and release of detainees. Contributed to the efficient processing of new detainees by induction to the centre and inventory of personal belongongs and discharge processes where all personal belongings are released back to the detainee upon transfer to another facility or removal to country of origin.
- Received and inspected mail, property, and funds from visitors on behalf of designated detainees.
- Assisted in daily operations, including meal distribution,supervising during recreational activities. Report , monitor and manage any out of character demeanor.
- Provided support to detainees by addressing their concerns promptly and professionally while maintaining facility rules and regulations.
- Assisted in reducing incidents of violence by carrying out out behavioural management plans implemented by the senior management team, conflict resolution strategies and de-escalation techniques.
- Conducted physical searches of detainees and premises in search of weapons and contraband.
- Enhanced security measures by conducting thorough searches and inspections such as internal perimeter check (IPC) and external perimeter check (EPC)
- Collaborated with fellow officers to maintain order and resolve conflicts among detainees efficiently.
- Promoted a culture of respect within the detention centre by modelling professionalism at all times and treating detainees with dignity and respect.
- Transported detainees throughout facility and off-site to medical appointments and court appearances.
- Collaborated with stake holders like ABF, Health Care Australia (HCA) , AFMA and Indonesian Consulate to address detainees relevant concerns, coordinating and monitoring progress as needed to meet timeframes.
- Managed visitation schedules effectively to maintain an organized flow of visitors while adhering to security requirements.
- Maintained a safe environment for detainees and staff through effective communication and adherence to established protocols by conducting effective security searches and checks in accordance with operational procedures e.g. : Search People, vehicles, internal and external perimeter fence / boundaries, accommodation areas (room searches), discrete areas, common areas, property and mails.
- Restrained detainees when disturbances required physical intervention.
- Search Visitors, Staff, Person in Detention - Using Xray Machines, Wand, and Pat Search Upon entry in the Centre and before External escort
- Interviewed detainees to obtain information and evidence.
- Maintained accurate records on Detainees dossier and full compliance with Australian Border Force (ABF) regulations and guidelines.
- Developed and maintained strong relationships with major stake holders - ABF, Health Care Australia (HCA) , AFMA, and Indonesian Consulate to facilitate and meet timeframes.
- Took custody of detainees from arresting officers to begin processing into detention facility such as pick up from from Darwin Corrections Centre (DCC), pick up from AFP Watch house or pick up from Darwin International Airport (DIA) for those who has been refused entry by ABF immigration officers.
Customer Service Advisor
Bet365
07.2016 - 11.2018
- Handling inbound calls and processing bets on a variety of sporting events and Horse Racing
- Identifying clients with Gambling Problems
- Handling Customer Complaints and Settlement queries
- Account queries on unsettled winnings.
- Assisted on technical support
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
Cabin Attendant
AIRNORTH
03.2015 - 02.2016
- Conducted pre-flight briefings to ensure seamless coordination among crew members, maximizing efficiency during the flight.
- Kept close eye on passenger behaviour and watched for injuries, illnesses, and disputes.
- Handled passenger concerns or complaints by finding effective solutions to maintain overall satisfaction.
- Ensured safety of all passengers by conducting thorough cabin checks and adhering to strict protocols.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Adhered strictly to CASA regulations regarding security measures throughout all stages of the flight journey.
- Checking the condition and provision of emergency equipment and information for passengers
- Inform passengers about emergency equipment usage and safety procedures during pre-flight announcements, promoting a safe travel environment.
- Resolved passenger conflicts and medical emergencies during flights.
- Answered questions regarding flight schedules, travel routes and arrival times.
- Producing written flight reports after completing a journey
Security Guard
MSS Security
08.2010 - 05.2011
- Maintain SERCO Site Standing Order (as per contract with MSS Security)
- Perform Security Guard duties for SERCO: Front Gate/Entrance or front desk/ door duties, Kitchen/Dining Area, Internet Room, Medical Room, Pool Area, Soccer Field, External Patrol Duties. Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Escort SERCO staff and Detainees to their daily activities outside the Detention Centre e.g
- Completed full building and grounds patrols to spot and investigate concerns.
- Assisted SERCO staff in escorting detainees to Hospital, medical appointments , dentist appointment, court hearing, and church services.
- Patrolled and monitored premises in company vehicle and by foot.
- Prevented unauthorized access to sensitive areas by verifying credentials and enforcing strict entrance policies.
- Led security briefings for new employees, ensuring high level of preparedness across team.
- Examined doors, windows and gates to verify security.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Wrote detailed reports of all security breaches and investigations.
Casino Cashier
SKYCITY CASINO DARWIN
08.2010 - 05.2011
- Quickly and accurately counted drawers, chips inventory, soft count at start and end of each shift.
- Assisted in maintaining accurate daily inventory of casino chips and cash, ensuring optimal security levels.
- Conducted currency exchanges for both domestic and international guests, adhering to established policies and regulations.
- Adhered strictly to anti-money laundering protocols by following proper identification verification procedures for large transactions.
- Handled money, ticket and chips exchanges for customers.
- Protected cage from unauthorized access and monetary losses by following security protocols.
- Replenished cash in change machines and coin hoppers
Owner
Car Rental Business
06.2007 - 03.2010
- Responsible for the day to day operations of the branch, including supervision of 6 to 9 staff and provide training to ensure customers are served in an efficient and courteous manner.
- Oversee activities by directing and controlling the maintenance, repair and/or recondition fleet vehicles and ensure all quality assurance standards are maintained at the branch
- Build and maintain professional relationships with local business organisations.
- Hire, supervise, train, develop and motivate the performance of managers and staff.
- resolve dispute and customer complaints
- Maintain brand identity throughout the operation
- Managed quick rent process to minimise line waits and promote fast, friendly service
Casino Cash Desk Cashier
REEF HOTEL CASINO CAIRNS
09.2005 - 08.2008
- Quickly and accurately counted drawers, chips inventory, soft count at start and end of each shift.
- Assisted in maintaining accurate daily inventory of casino chips and cash, ensuring optimal security levels.
- Conducted currency exchanges for both domestic and international guests, adhering to established policies and regulations.
- Adhered strictly to anti-money laundering protocols by following proper identification verification procedures for large transactions.
- Handled money, ticket and chips exchanges for customers.
- Protected cage from unauthorized access and monetary losses by following security protocols.
- Replenished cash in change machines and coin hoppers
Bank Teller/ Customer Service Representative
ASIAN BANK OF THE PHILIPPINES
01.1997 - 12.1999
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Counted and packaged currency and coins.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Placed orders for customer checks and verified starting numbers.
- Assisted customers in opening new accounts, facilitating a smooth onboarding process for new clients.
- Participated in ongoing professional development programs offered by the bank, staying up-to-date with industry trends and enhancing job performance.
- Sold and cross-sold bank products to new and existing customers such as credit cards, loans and other bank products.
- Cross-trained and backed up other customer service officers.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting and service concerns.
Accounts Officer
RJ Homes Appliance Centre
01.1994 - 12.1996
- Input vendor payments and updated accounts to reflect new balances.
- Reduced discrepancies in financial statements through meticulous data entry and record-keeping practices.
- Enhanced financial reporting efficiency with thorough account reconciliations and analysis.
Education
Bachelor of Science - Nursing Undergraduate
Charles Darwin University
Darwin, NT02-2021
HEALTH SERVICES ASSISTANT CERT III -
Fox Education and Consultancy
07.2019
Work Safety in Confined Spaces -
Airnorth
01.2015
CERTIFICATE II - HOSPITALITY
TAFE
01.2006
CERTIFICATE III - FINANCIAL SERVICES - Accounts Clerical
TAFE
01.2006
Bachelor of Science - Nursing (undergraduate)
Brokenshire College of Davao
Philippines 01.2002
Bachelor of Science - Commerce Major in ACCOUNTING
Holy Cross of Davao University
01.1993
Skills
- Detainee supervision
- Behavioural observation
- Stress tolerance
Hobbies and Interests
- Travelling
- Reading
- Watching Documentary Movies
Personalemail
annamode@hotmail.com
Timeline
Customer Service Advisor
Bet365
07.2016 - 11.2018
Cabin Attendant
AIRNORTH
03.2015 - 02.2016
Detention Service Officer
SERCO IMMIGRATION SERVICES AUSTRALIA
05.2011 - Current
Security Guard
MSS Security
08.2010 - 05.2011
Casino Cashier
SKYCITY CASINO DARWIN
08.2010 - 05.2011
Owner
Car Rental Business
06.2007 - 03.2010
Casino Cash Desk Cashier
REEF HOTEL CASINO CAIRNS
09.2005 - 08.2008
Bank Teller/ Customer Service Representative
ASIAN BANK OF THE PHILIPPINES
01.1997 - 12.1999
Accounts Officer
RJ Homes Appliance Centre
01.1994 - 12.1996
HEALTH SERVICES ASSISTANT CERT III -
Fox Education and Consultancy
Work Safety in Confined Spaces -
Airnorth
CERTIFICATE II - HOSPITALITY
TAFE
CERTIFICATE III - FINANCIAL SERVICES - Accounts Clerical
TAFE
Bachelor of Science - Commerce Major in ACCOUNTING
Holy Cross of Davao University
Bachelor of Science - Nursing Undergraduate
Charles Darwin University
Bachelor of Science - Nursing (undergraduate)
Brokenshire College of Davao
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