Atonaunaaletuitoga Purcell
Saint Marys,NSW
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Recruitment, Corrections and Housing industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
Work History
Client Service Officer
HOMES NSW GOVERNMENT
12.2023 - Current
- Work directly with clients and their advocates to provide advice and assistance on housing options based on assessment of eligibility and client need and in keeping with relevant legislation, policies and procedures
- Work collaboratively with internal specialists and external service providers and make referrals where additional support requirements are identified to better meet client needs
- Manage tenancies and support clients to maintain successful tenancies
- Support tenancy and community participation initiatives to contribute to harmonious neighborhood and stronger communities
- Monitor property condition and facilitate maintenance and minor modifications where necessary to meet client needs
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and support.
- Maintained detailed records of all client interactions, ensuring accurate information was available for reference during future engagements.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Demonstrated excellent analytical skills by identifying patterns in client behavior and proactively addressing potential issues before they escalated.
- Demonstrated excellent analytical skills by identifying patterns in client behaviour and proactively addressing potential issues before they escalated.
- Provided knowledgeable service and support for all customer needs.
- Delivered high-quality customer support by efficiently managing multiple priorities while maintaining positive attitude under pressure situations.
- Communicated with clients regarding account services, statements, and balances.
- Facilitated timely resolutions of client concerns, minimizing potential negative impacts on business relationship.
- Collaborated closely with internal teams, such as operations and finance, to ensure timely processing of clients'' transactions and compliance with regulatory requirements.
- Contributed significantly to annual revenue growth by successfully closing deals involving complex financial products tailor-made to meet clients'' unique needs.
- Accepted and processed payments, updated accounts and issued receipts.
- Collaborated with cross-functional teams to ensure seamless service delivery for clients.
- Streamlined internal processes for improved efficiency in handling client requests.
Business Support Assistant
DCJ HOUSING DEPARTMENT NSW GOVERNMENT
08.2023 - 12.2023
- Maintain, book and reschedule Client Service Visits (CSV) for Customer Service Officer's (CSO's) in team weekly
- Advise and assist CSO's of Section 55 required for tenants who are unsuccessful with 2 visits
- Improved document organization by implementing a comprehensive filing system for easy access to information.
- Contributed to a positive work environment by maintaining open lines of communication and actively participating in team-building activities.
- Accelerated response time to client requests by maintaining an updated database of contacts and resources.
- Facilitated smooth communication between departments by acting as a liaison, resolving issues, and fostering collaboration.
- Developed strong professional relationships with clients through attentive assistance during their interactions with the company.
- Increased efficiency within the team by training new hires on company procedures, policies, and software tools used daily.
- Boosted customer satisfaction with prompt and courteous assistance on inquiries and service requests.
- Performed financial tasks such as invoice processing, expense reporting, and budget tracking to maintain fiscal accuracy.
- Assisted in recruiting efforts by screening resumes, scheduling interviews, and preparing candidate evaluations resulting in hiring top talent.
- Managed travel arrangements for executives including booking flights, accommodations, transportation, resulting in stress-free trips without any hiccups.
- Supported management in decision-making by providing accurate and timely data analysis and reports.
- Enhanced team productivity by streamlining administrative processes and implementing efficient workflow systems.
- Streamlined office operations by leveraging advanced software skills in Microsoft Office Suite applications.
- Reduced operational costs through effective monitoring of office supplies inventory and negotiating better deals with vendors.
- Contributed to successful project completion by coordinating necessary resources, deadlines, and meeting follow-up actions.
- Maintained confidentiality of sensitive company information while handling various administrative tasks.
- Managed schedules for multiple executives, ensuring punctual attendance at meetings and appointments.
- Liaised with human resource department to resolve employee conflicts and concerns in need of escalation.
- Delivered exceptional customer experiences and promoted strong relationships.
- Provided expert support and troubleshooting via telephone and web chat services.
- Held meetings to communicate new policies and procedures to appropriate personnel.
- Accepted payments, issued credits and resolved billing issues.
- Collected, arranged, and input information into database system.
Senior Recruitment Officer/ACTING TEAM LEADER RECRUITMENT OFFICER
Q.I.T.E Workforce australia
01.2023 - 05.2023
- Liaise with Workforce Australia and assist with marketing tools and strategies to best help and assist participants in Townsville area
- Managed 5 sites (Townsville, Innisfail, Charters Towers, Mareeba and Atherton) and team of 6 in developing and keep up to date policies relating to employment and other human resources issues
- Conducted thorough pre-employment screenings, including reference checks, background verifications, and skills assessments, ensuring compliance with all legal regulations and company policies.
- Continuously refined recruitment strategies based on industry trends, emerging technologies, and shifting organizational needs, ensuring ongoing alignment with overall business objectives.
- Enhanced candidate experience by implementing streamlined recruitment processes and personalized communication strategies.
- Facilitated timely feedback exchanges between candidates and hiring managers throughout selection process, fostering positive candidate experiences regardless of outcome.
- Maintained up-to-date knowledge of employment laws and best practices in talent acquisition, enabling informed strategic decisions related to recruitment activities within organization.
- Tracked key dates and deadlines and maintained specific personnel lists.
- Provided coaching on interviewing techniques to hiring managers, enhancing their ability to assess candidate suitability accurately during interviews.
- Hired employees and initiated new hire paperwork process.
- Supported programs by preparing worksheets, gathering communication materials, and coordinating meetings.
- Collaborated effectively with human resources team members to ensure seamless coordination of all recruitment-related activities.
- Streamlined interview process, resulting in more efficient candidate evaluation and faster decision-making by hiring teams.
- Managed offer negotiation process between candidates and hiring managers, securing mutually beneficial agreements that contributed to long-term employee satisfaction levels.
- Optimized recruitment budget allocation, utilizing cost-effective strategies such as social media campaigns and targeted job postings.
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
- Established strong relationships with external recruitment vendors and agencies, streamlining hiring process for hard-to-fill positions.
- Increased employee retention rates with implementation of comprehensive on boarding programs and ongoing professional development opportunities.
- Incorporated ideas, input, and content for key recruitment and outreach guides for social media and online usage.
Employment Broker/post Placement Support
Q.I.T.E
04.2021 - 12.2022
- Complete outcome claims calculations using calculator
- Work closely with wage subsidy team to gather documentary evidence to support outcomes and wage subsidy payments where required
- Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Answered inquiries and provided information to sales representatives, distributed appropriate paperwork, and fulfilled quote requests to deliver excellent customer support.
- Responded via telephone and email to questions regarding licensing, commissions, website logins and website navigation.
- Adapted quickly to changing market conditions, adjusting client strategies accordingly while maintaining open lines of communication throughout periods of uncertainty.
- Developed a reputation for integrity and ethical conduct within the brokerage community, leading to increased trust from clients and colleagues alike.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Recorded supporting documentation for phone calls and written correspondence.
- Cultivated a wide network of professional contacts, increasing referral business and expanding client base over time.
- Exceeded sales targets consistently by utilizing effective marketing techniques and focusing on relationship-building with prospective clients.
- Analyzed potential investment opportunities using comprehensive research methods to provide valuable insights to clients.
- Participated in ongoing professional development opportunities, staying current on industry advancements and enhancing skills to better serve clients.
- Completed training programs to remain updated and further develop proficiency of important industry information.
Disability Support Worker
Health Care Request
09.2020 - 05.2021
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Drove clients safely to social activities and appointments.
- Developed strong interpersonal relationships with clients, earning their trust and respect through consistent empathy and understanding.
- Supported clients in maintaining a clean living space by assisting with household tasks such as laundry, meal preparation, and general tidying.
- Enhanced quality of life for clients with physical and intellectual disabilities through compassionate care and assistance.
- Maintained safety with tidy, clean, and hazard-free home environments.
- Kept detailed daily logs with care actions, patient behaviors, and incidents.
- Delivered exceptional personal care services, including bathing, dressing, grooming, and feeding assistance.
- Prepared nutritious meals to meet individual dietary needs for clients.
- Provided high level of physical support by lifting, adjusting, and moving clients.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Provided emotional support to clients during challenging times, fostering resilience and coping skills.
- Communicated regularly with family members about client progress, addressing any concerns or questions promptly.
- Assisted clients in reaching personal goals through targeted skill-building activities and therapeutic interventions.
- Promoted safe and inclusive environment for all clients by enforcing policies and procedures consistently.
ALLROUND ADMINISTRATION SERVICE OFFICER
PARKLEA CORRECTIONAL CENTRE
08.2014 - 09.2016
- Classification Team: Produced 70-100 Initial Remand Reports daily exceeding KPI targets
- Conducted regular training sessions for staff development and skills enhancement.
- Facilitated Intake Screening for inmates daily with KPI targets met
- Exceeded Gaol Clearance - Section 24 & 25 to the General Manager 9am daily
- Visits & Bookings Team: Drove Processing/Biometrics for Visitors, Professionals and Legals
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Liaising with Intel for suspicious mail giving detailed information.
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
ALLROUND ADMINISTRATION OFFICER
Melbourne Assessment Prison
06.2011 - 01.2013
- Developed strong working relationships with colleagues, contributing to positive work environment.
- Provided exceptional customer service, addressing inquiries professionally and in timely manner.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Supported department heads through conducting research, preparing reports, and managing various administrative tasks efficiently.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Contributed to office safety by enforcing workplace policies and following emergency procedures as needed.
- Created, prepared, and delivered reports to various departments.
- Managed complex scheduling tasks, ensuring that deadlines were met consistently.
Correctional Officer
Parklea Correctional Centre - GEO PTY LTD
04.2009 - 06.2011
- Managed high-risk situations with professionalism and composure, ensuring safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behaviour and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Conducted routine and emergency head counts.
- Assisted in the training of new correctional officers, providing guidance on best practices and procedures.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
- Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
- Maintained accurate records of inmate incidents or infractions using electronic databases or written logs as required.
- Tracked inmates through head counts, visitor logs, and scheduled activities.
- Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.
- Implemented effective emergency response plans during crises situations, minimizing harm to staff and inmates.
- Ensured compliance with all applicable federal, state, and local laws, regulations, and policies governing correctional facilities.
- Contributed to a positive work culture among colleagues by utilizing effective communication skills both verbally and in writing.
- Conducted efficient inmate transfers, adhering to strict security protocols while maintaining order and control throughout the process.
Education
BA Business Management -
Brigham Young University Idaho (Online)
Brigham Young University Idaho04.2024
GED -
PathwayConnect Certificate (Online)
Pathway Worldwide07.2020
Associate of Arts - Business Administration And Management
Diploma Business Legal Services (Parramatta, NSW)
Australian Careers Business College11.2006
High School Diploma -
Higher School Certificate (Mount Druitt, NSW)
Chifley College Senior Campus11.2005
Skills
- Computer Skills – WPM 50
- Advanced Microsoft Office User
- Multitask and manage my time
- Active listening
- Build rapport with team and clients
- Productive Work Ethic
- Professionalism and Etiquette
- Client Needs Assessment
- Strong empathy
- Telephone skills
Courses And Systems
- DCJ HOMES SYSTEM, 08/17/23
- DCJ TRIM DIGITAL FILE SYSTEM, 08/17/23
- DCJ CODE OF ETHICAL CONDUCT, 08/16/23
- RECORDS MANAGEMENT – THE BASICS, 08/16/23
- BOOKING INTELLIGENCE, 08/16/23
- MESSAGENET, 08/16/23
- SOLIMAR, 08/16/23
References
- Keely Van Wensveen, Q.I.T.E Workforce Australia, Recruitment Manager, 0400 691 769
- Garry Wilson, DCJ Housing (Penrith Office), Team Leader, 0491 218 420
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Client Service Officer
HOMES NSW GOVERNMENT
12.2023 - Current
Business Support Assistant
DCJ HOUSING DEPARTMENT NSW GOVERNMENT
08.2023 - 12.2023
Senior Recruitment Officer/ACTING TEAM LEADER RECRUITMENT OFFICER
Q.I.T.E Workforce australia
01.2023 - 05.2023
Employment Broker/post Placement Support
Q.I.T.E
04.2021 - 12.2022
Disability Support Worker
Health Care Request
09.2020 - 05.2021
ALLROUND ADMINISTRATION SERVICE OFFICER
PARKLEA CORRECTIONAL CENTRE
08.2014 - 09.2016
ALLROUND ADMINISTRATION OFFICER
Melbourne Assessment Prison
06.2011 - 01.2013
Correctional Officer
Parklea Correctional Centre - GEO PTY LTD
04.2009 - 06.2011
BA Business Management -
Brigham Young University Idaho (Online)
GED -
PathwayConnect Certificate (Online)
Associate of Arts - Business Administration And Management
Diploma Business Legal Services (Parramatta, NSW)
High School Diploma -
Higher School Certificate (Mount Druitt, NSW)
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