Joy Apuka
Annerley,QLD
Summary
Insightful individual with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Has analytical approach to business planning and day-to-day problem-solving. Collaborative team player who partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
9
9
years of professional experience
Work History
Acting Admin Manager
Homa Security Services Limited
2021.09 - 2021.10
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed and maintained relationships with customers and suppliers through account development.
Personal Assistant to the General Manager & Admin Manager
Longfor PNG Ltd
2021.07 - 2021.09
- Facilitated successful project execution by coordinating resources, deadlines, and milestones for the General Manager''s approval.
- Leveraged advanced technical skills to develop custom tools that streamlined daily tasks for both the General Manager and other team members.
- Streamlined communication for the General Manager by handling phone calls, emails, and correspondence.
- Increased meeting productivity by preparing agendas and taking minutes during discussions.
- Developed strong relationships with clients, vendors, and team members to facilitate smooth operations.
- Maintained strict confidentiality of sensitive information while managing documents related to legal matters or personnel issues.
- Assisted in budgeting activities to ensure financial resources were allocated appropriately across various departments.
Compliance Analyst
Kina Bank Limited-Port Moresby
2021.04 - 2021.07
- Collaborated with cross-functional teams for the successful implementation of new compliance initiatives.
- Monitored adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
- Served as a subject matter expert on compliance matters, providing guidance and support to colleagues across various departments.
- Prepared documentation and records for upcoming audits and inspections.
- Responded promptly to inquiries from regulators or other stakeholders regarding company practices, demonstrating transparency and commitment to ethical conduct at all times.
Customer Service Officer
Kina Bank Limited-Port Moresby
2020.03 - 2021.04
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
Customer Service Officer
Kina Bank Limited-Port Moresby
2019.02 - 2021.03
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Boosted company reputation by providing exceptional customer service.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
Transcriber & Usher
APEC Leaders’ Summit
2018.11 - 2019.11
- Transcribed audio recordings of keynote speeches into text to be published as media statements.
- I also took on ushering duties ushering guests in and out of media conference rooms.
- Enhanced transcript accuracy by meticulously proofreading and editing transcriptions for grammar, punctuation, and formatting.
Part Time Cashier
Roan Hardware and Agricultural Supplies
2013.01 - 2016.01
- Worked during school holidays to earn extra money for uniforms and stationeries.
- Serve customers at the counter, place orders for supplies and also ensure customers’ orders were up to date and delivered as expected
- I was also entrusted clerical and banking duties
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
Education
Bachelor of Arts - Journalism &Public Relations
University of Papua New Guinea -Port Moresby
Port Moresby - Papua New GuineaHigh School Diploma -
Goroka Secondary School
Grade 7-Grade 8 -
North Goroka Demonstration Primary School-Goroka
Grade 4-Grade 6 -
Okiufa Primary School-Goroka
Play School-Grade 3 -
Goroka Christian Academy - Goroka
QLD White Card -
Pinnacle Safety & Training Brisbane, QLD
07.2024
Mining Induction- Surface Operations (Standard 11) -
Pinnacle Safety & Training Brisbane, QLD
07.2024
No Degree - Customer Service Training
Institute of Banking And Business Managment Inc.
Port Moresby02.2020
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Operations Management
- Staff Management
- Strategic Planning
Acknowledgements, Awards & Others
Acknowledgements& Awards
- I had 4 customer compliment for my customer service from 4 satisfied customers within my first 6 months of work. Was commended and awarded later by the Executive General Manager for Kina Bank Retail Banking, Mr. Adam Downey.
Others
- Active Volunteer at Annerley Baptist Church, Mondays: Community Lunch - I help prepare and serve lunch at the community centre here at Annerley Baptist Church., Fridays: Food Distribution - I help unload the groceries from the food truck and arrange them to be given to those who need food.
- Attended customer service training at the PNG Institute of Banking and Business Management on February 20th, 2020.
- Donated supplies to Port Moresby General Hospital during the pandemic to help front line workers as my support to the Friends of POMGEN Appeal. (Featured on “Friends of POMGen” Facebook Page on 31st April 2021),
Additional Competencies
- I am very Outspoken & Honest (People’s Person)
- I am a fast learner. I learn upon observation and carry out tasks under less supervision afterwards.
- Team player and eager to learn
- I prioritize punctuality and I am very punctual
- I am always committed and I strive to deliver up to and/exceed expectations.
- I have full unlimited work rights in Australia.
Personal Information
- Date of Birth: 10/03/1998
- Gender: Female
- Nationality: Papua New Guinean
- Marital Status: Single
- Religion: Christianity
References
- Mr. Roy Apa, Owner/Manager, Roan Hardware and Agricultural Supplies-Goroka, 72682758
- Danny Arthur Leslie Robinson, Chief Executive Officer, Credit Corporation PNG Limited, +675 7031 5890, drobinson@creditcorporation.com.pg
- Edna Ereman, Branch Manager, Kina Bank Waigani Cameron Road, 70904669, Edna.Ereman@kinabank.com.pg
- Bernadette Tonou, Branch Manager, Kina Bank Boroko Branch, Bernadette.Tonou@kinabank.com.pg
- Zhu Liangliu, General Manager, Longfor PNG Limited, lh4304324@gmail.com
- Bruce Riddel, Community Support Person, Annerley Baptist Church, 0407370756
Hobbies and Interests
Reading, Charity and Volunteering, Cooking, Playing Sports, Hiking, Hairstyling and Makeup
Timeline
Acting Admin Manager
Homa Security Services Limited
2021.09 - 2021.10
Personal Assistant to the General Manager & Admin Manager
Longfor PNG Ltd
2021.07 - 2021.09
Compliance Analyst
Kina Bank Limited-Port Moresby
2021.04 - 2021.07
Customer Service Officer
Kina Bank Limited-Port Moresby
2020.03 - 2021.04
Customer Service Officer
Kina Bank Limited-Port Moresby
2019.02 - 2021.03
Transcriber & Usher
APEC Leaders’ Summit
2018.11 - 2019.11
Part Time Cashier
Roan Hardware and Agricultural Supplies
2013.01 - 2016.01
Bachelor of Arts - Journalism &Public Relations
University of Papua New Guinea -Port Moresby
High School Diploma -
Goroka Secondary School
Grade 7-Grade 8 -
North Goroka Demonstration Primary School-Goroka
Grade 4-Grade 6 -
Okiufa Primary School-Goroka
Play School-Grade 3 -
Goroka Christian Academy - Goroka
QLD White Card -
Pinnacle Safety & Training Brisbane, QLD
Mining Induction- Surface Operations (Standard 11) -
Pinnacle Safety & Training Brisbane, QLD
No Degree - Customer Service Training
Institute of Banking And Business Managment Inc.
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