Cecilia Tavita
11 Catalpa Crescent, South Lake,WA
Summary
A dedicated and safety-conscious professional committed to fostering a safe working environment. I demonstrate proficiency in managing all tasks at hand with efficiency and effectiveness. I am known for building strong relationships through clear communication and collaboration with leaders, team members, and site personnel. I am continuously seeking system and operational improvements to drive progress and innovation. Seeking a long-term career where I can grow and contribute to.
I am a strategic and forward-thinker, I excel in fast-paced, dynamic environments, effectively handling multiple tasks with a high level of computer literacy. As a team player and strong communicator, I am confident in collaborating with stakeholders across various departments and sites. My background in customer service, Human Resources/Mobilisation, logistics and technology, equips me with a unique perspective and valuable experience in this field.
Overview
4
4
years of professional experience
Work History
Temporary Performance APS 6 PSO Team Leader
National Disability Insurance Agency
Success, WA
07.2024 - Current
- Provide supervision and leadership as a team leader to achieve outcomes for scheme participants in line with operational requirements.
- Provoke a supportive and positive working environment
- Promote workplace practices consistent with agency policy and in accordance with Australian Public Service values and leadership behaviours.
- Conduct planning conversations and risk assessments and make reasonable and necessary decisions in accordance with the NDIS act 2013.
- Liaise and work cooperatively with stakeholders including providers to ensure successful implementation of plan.
- Represent the agency and contribute to building inclusive communities through partnership and collaboration with individuals and families/carers local organisations and community
- Undertake quality reviews in relation to internal quality assurance and continuous improvement processes
- Ensure high-quality recording including competency with IT systems.
APS 3 Participant Support Officer
National Disability Insurance Agency
Success, WA
08.2023 - Current
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Developed effective improvement plans in alignment with goals and specifications.
- Addressed public questions, complaints and requests and provided necessary assistance.
- Collected, preserved and analyzed evidence found at crime scenes.
- Managing and resolving participant matters by actioning planning tasks as per the relevant Act.
- Providing counter / reception support for the local office including participant enquiries in the self-help kiosks and online support.
- Resolving customer enquiries, providing information and / or referring customers to appropriate government or community services.
- Managing the team shared email inbox, appointments and telephone enquiries.
- Coordinating appointments with the use of Agency office facilities and ensuring facilities are accessible for participants.
- Undertaking research and investigation activities and preparing associated reports and correspondence.
- Undertaking a range of data entry activities and ensuring follow up is completed.
- Receiving and recording complaints and other feedback in the Business systems.
HR Coordinator
Scope Access
Perth, WA
09.2022 - 08.2023
- Reduced time-to-hire by optimizing interview scheduling processes, leading to faster decision making.
- Coordinated and administered employee health insurance and retirement plans.
- Streamlined HR processes for increased efficiency, reducing time spent on administrative tasks.
- Evaluated timecards for accuracy on regular and overtime hours.
- Improved employee retention by developing and implementing comprehensive onboarding programs.
- Maintained accurate employee records in HRIS systems, enabling efficient data retrieval for reporting purposes.
- Collaborated with department heads to identify staffing needs and develop job descriptions tailored to specific roles.
AO3 Service Officer
Queensland Revenue Office
Ipswich, QLD
03.2022 - 09.2022
- Following up on outstanding debt & overdue payments with customers efficiently and politely
- Account reconciliations
- Providing high level of customer support to provide a clear understanding of billings and adjustments
- Clearing back logs and resolving issues that may arise around workflow
- Creating detailed and accurate file action notes for all customer interactions
- Establishing payment plans and arrangements with customers
- Liaise with relevant law enforcement agencies, government, private organisations and other information sources
- Apply, advise on, and interpret legislation and policy standards to deliver continued high quality customer service
- Process, utilize, collate and analyze information utilizing contact Centre technology, and multiple applications and system databases
- Achieve team goals through being flexible, adopting continuous improvement attitude and change engagement along with participation in various contact center initiatives and functions as a member of a team
- Use effective communication and interpersonal skills in the workplace to achieve high customer service delivery
Banking Customer Service Representative
Commonwealth Bank
Brisbane, QLD
03.2020 - 02.2022
- Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Supported branch sales goals with effective cross-selling of banking products, increasing overall revenue.
- Delivered prompt service to prioritize customer needs.
- Cross-trained and provided backup support for organizational leadership.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Trained staff on operating procedures and company services.
Education
Bachelor Of Business Admin. -
Edith Cowan University
Perth, WABachelor Of Nursing -
Central Queensland University
Brisbane, QLDSkills
- Decision-Making
- Goal Setting
- Process Analysis
- Written Communication
- Professionalism
- Multitasking
- Problem-solving aptitude
- Time Management
- Problem-solving abilities
- Effective Communication
- Adaptability
- Reliability
- Data Analysis
- Team building
- Organizational Skills
References
Beth Dunn – National Disability Insurance Agency – Success WA – Team Leader
Mobile: 0423 728 398
Email: Beth.dunn@ndis.gov.au
Christine McCallum – National Disability Insurance Agency – Success WA – Team Leader
Mobile: 0437 460 964
Email: Christine.McCallum@ndis.gov.au
Alisi Rameka – Scope Access – Perth WA – Operations Manager
Mobile: 0402 171 519
Danny Warner – QRO State Penalties Enforcement Registry – Ipswich QLD - Team Leader
Mobile: 0403 438 223
Denise Payne- Commonwealth Bank – Brisbane City QLD – Branch Manager
Mobile: 0422 432 353
Timeline
Temporary Performance APS 6 PSO Team Leader
National Disability Insurance Agency
07.2024 - Current
APS 3 Participant Support Officer
National Disability Insurance Agency
08.2023 - Current
HR Coordinator
Scope Access
09.2022 - 08.2023
AO3 Service Officer
Queensland Revenue Office
03.2022 - 09.2022
Banking Customer Service Representative
Commonwealth Bank
03.2020 - 02.2022
Bachelor Of Business Admin. -
Edith Cowan University
Bachelor Of Nursing -
Central Queensland University