Summary
Overview
Work History
Education
Skills
Volunteer Experience
References
Timeline
Generic

Dawn Aumua Seala

Ashtonfield,Australia

Summary

Highly organized professional with 10 years of experience in the government sector, private companies, and local community groups. Skilled in communication and goal-oriented, with a people-centered focus to achieve outstanding results.

Overview

19
19
years of professional experience

Work History

Customer Service Concierge

Service NSW
Newcastle, Australia
10.2021 - Current
  • Company Overview: Inbound Contact Centre based in Newcastle, under the New South Wales Department of Customer Service.
  • Role: Answering customer inquiries on various sections of the NSW state government, including Revenue NSW, Transport for NSW - E-toll, Department of Planning, Housing, and Infrastructure - Crown Lands, Department of Premier and Cabinet Office Switchboard, Treasury NSW Switchboard, Graffiti Hotline, COVID-19 inquiries, and providing digital service through MyService NSW accounts.
  • Awards: Awarded an All-Star DNA Winner in June 2023 and Superstar team member in May 2024.
  • Undertook a paid temporary assignment in a secondment role as a subject matter expert to coach and support team members in 2023.
  • Achieved 100% of customer service satisfaction and met high standards of performance.

Customer Service Team Member

The Reject Shop
Townsville, Australia
09.2021 - 10.2021
  • Company Overview: A locally owned public retailer that sells a range of products, from homeware to food items.
  • Role: Greeted customers and provided prompt, courteous service. Serve customers at the main checkouts. Perform retail shelving, label item prices, and aid the store manager when support is necessary.
  • Awards: Offered additional role of opening the store and training new team members.
  • Achieved top rank on the leader board by completing all required staff e-learning training modules.
  • Awarded a prize voucher by adhering to the company policies, as the first team member to accept the booster COVID-19 vaccination.

Customer Service Team Member

Coles
Townsville, Australia
12.2020 - 06.2021
  • Company Overview: One of Australia's leading supermarkets, locally owned, with a footprint of selling multiple food and household products.
  • Role: Greeted and served customers at the main checkouts and performed retail shelving.
  • Awards: Benefitted with a great first work experience in Australia and interacting with different people from different walks of life.
  • Offered more additional shift hours and developed skills from online training modules.

Immigration Officer

Immigration New Zealand
Auckland, New Zealand
01.2012 - 10.2016
  • Company Overview: Inbound Contact Centre of Immigration New Zealand, as a Ministry of the Federal Department of Business, Innovation, and Employment.
  • Role: Answered customer inquiries by advising visa application status, clarifying immigration policies, visa application forms, and liaising with case officers on behalf of customers. Supported external stakeholders, such as the Police and Health Departments, by authenticating immigration status.
  • Awards: Prevailing consistently in the top ranks of the leaderboard for outstanding performance.
  • Offered new role to perform eligibility visa checks for external departments, such as District Health Boards and Police.

Customer Service Team Member

PaknSave
Auckland, New Zealand
01.2009 - 12.2011
  • Company Overview: New Zealand's largest discounted food retailer, locally owned and operated.
  • Role: Delivered direct customer service at the Delicatessen, Bakery, and Seafood Departments.
  • Awards: Assigned as a team leader to close the Deli, Bakery, and Seafood Departments.
  • Trained and supervised new team members.

Resource Coordinator

Pacific Homecare
Auckland, New Zealand
01.2011 - 09.2011
  • Company Overview: A Charitable Trust Organization providing home-based healthcare services.
  • Roles: Managed roster and attendance of support workers.
  • Updated records of new client intakes, collaborated with field workers to allocate support workers to new clients, and reported attendance data to payroll.
  • Awards: Implemented team leadership whenever it is necessary. Acquired reception role as an additional task for our team.

Select Committee Secretary and Journal Officer

Legislative Assembly of Samoa
Apia, Samoa
04.2006 - 10.2008
  • Company Overview: The national Legislature of Samoa, also known as the Parliament of Samoa.
  • Roles: Provided clerical services to the select committees of the Parliament of Samoa, including preparing Select Committee reports for submission to the Parliamentary Sitting, organizing Select Committee meetings and visitations, and coordinating witnesses for Bill consultations from the public.
  • Awards: Promoted to the role of Parliamentary Journal Officer and assigned to provide aid in the Hansard Department and Bills Section.

Policy, Planning and Research Officer

Ministry of Justice and Courts
Apia, Samoa
01.2006 - 03.2006
  • Company Overview: The national judicial department of Samoa.
  • Roles: Compiled and analyzed data to support project goals and liaised with Section Heads to collaborate data for Annual Report submission to the Parliament.
  • Awards: Beneficial first work experience in a government sector to perform research, policy analysis, and reporting.

Education

Master of Arts (Distinction) - Political Studies and International Relations

Massey University
01.2021

Bachelor of Arts - Political Science and Social Policy

Victoria University of Wellington
01.2005

Certificate of Attainment - Social Sciences Education

National University of Samoa
01.2002

Skills

  • Scheduling appointments
  • Complaint Handling
  • Performance Tracking
  • Call centre experience
  • Customer Service
  • Office Support
  • Interpersonal Communication
  • Analytical Thinking
  • Written Communication
  • Multitasking
  • Professionalism
  • Active Listening
  • Attention to Detail
  • Adaptability
  • Problem-solving aptitude
  • Time management abilities
  • Team building

Volunteer Experience

  • IConnect Church Leader, 12/01/22 - current
  • Break Through Ministry Administrator, 01/01/17 - 03/01/18
  • Community Homelessness Coordinator, 01/01/15 - 10/01/16
  • Youth Group Leader, 01/01/06 - 09/01/08

References

Available upon request

Timeline

Customer Service Concierge

Service NSW
10.2021 - Current

Customer Service Team Member

The Reject Shop
09.2021 - 10.2021

Customer Service Team Member

Coles
12.2020 - 06.2021

Immigration Officer

Immigration New Zealand
01.2012 - 10.2016

Resource Coordinator

Pacific Homecare
01.2011 - 09.2011

Customer Service Team Member

PaknSave
01.2009 - 12.2011

Select Committee Secretary and Journal Officer

Legislative Assembly of Samoa
04.2006 - 10.2008

Policy, Planning and Research Officer

Ministry of Justice and Courts
01.2006 - 03.2006

Master of Arts (Distinction) - Political Studies and International Relations

Massey University

Bachelor of Arts - Political Science and Social Policy

Victoria University of Wellington

Certificate of Attainment - Social Sciences Education

National University of Samoa

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Dawn Aumua Seala