Joy Apuka
560 Ipswich Road Annerley ,QLD
Summary
I am an insightful individual with experience in directing and improving operations through effective employee motivational strategies and strong policy enforcement. I am proficient in best practices, market trends and regulatory requirements of industry operations. I also have analytical approach to business planning and day-to-day problem-solving while being a collaborative team player who partners with coworkers to promote engaged, empowering work culture. My documented strengths are mainly in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
12
12
years of professional experience
Work History
Volunteer
Feros Care
11.2024 - Current
- Routine visits to an assigned client to provide emotional support and companionship.
Volunteer
Annerley Baptist Church
06.2024 - Current
- Maintained clean, neat, and operational facilities to serve program needs.
- Assist with food preparation for community lunch on Mondays, cleaning and organising the kitchen.
- Arrange the kitchen for Sunday morning tea for the church parishioners after Sunday morning service.
- Assist with landscaping and gardening duties around the church premises.
Personal Carer (Trainee)
Blue Care
02.2025 - 03.2025
- Provided emotional support during difficult times, offering companionship and empathy to enhance mental wellbeing.
- Facilitated activities of daily living such as grooming, dressing, and personal hygiene for increased self-esteem and confidence among patients.
- Provided safe mobility support to help patients move around personal and public spaces.
- Maintained a clean, safe, and organized living environment for patients, promoting overall well-being and satisfaction.
Tractor Driver (Slasher)-Part Time
South East-Asia Agricultural and Landscaping Servi
02.2025 - 03.2025
- Used large tractors to cut grass at assigned job sites.
- Maintained turf with professional mowing, maintenance and upkeep services with tractors.
Acting Admin Manager
Homa Security Services Limited
09.2021 - 10.2021
- 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
- Resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
- Developed and maintained relationships with clients and suppliers
Personal Assistant to the General Manager & Admin Manager
Longfor PNG Ltd
07.2021 - 09.2021
- Facilitated successful project execution by coordinating resources, deadlines, and milestones for the General Manager's approval
- Streamlined communication for the General Manager by handling phone calls, emails, and correspondence
- 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
Compliance Analyst
Kina Bank Limited
04.2021 - 07.2021
- 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
03.2020 - 04.2021
- 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
Customer Service Officer
Kina Bank Limited
02.2019 - 03.2021
- 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
11.2018 - 11.2019
- 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
01.2013 - 01.2016
- Worked during school holidays to earn extra money for uniforms and stationeries
- Served customers at the counter, placed orders for supplies and also ensured that 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
Certificate 3 - Individual Support
Axiom College
Brisbane Queensland , Australia 03.2024
Bachelor of Arts - Journalism & Public Relations
University of Papua New Guinea
Port Moresby2018
High School Diploma -
Goroka Secondary School
Goroka2016
Grade 8 -
North Goroka Demonstration Primary School
Goroka2012
Grade 6 -
Okiufa Primary School
Goroka2009
Play School -
Goroka Christian Academy
Goroka2006
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Operations Management
Acknowledgements And Awards
Received 4 customer compliments for customer service from 4 satisfied customers within the first 6 months of work. Commended and awarded by the Executive General Manager for Kina Bank Retail Banking, Mr. Adam Downey.
Additional Competencies
- Outspoken & Honest (People's Person)
- Fast learner, learns upon observation and carries out tasks under less supervision
- Team player and eager to learn
- Prioritize punctuality and am very punctual
- Committed and strive to deliver up to and/or exceed expectations
- Full unlimited work rights in Australia
Personal Information
- Date of Birth: 10/03/98
- Gender: Female
- Nationality: Papua New Guinean
- Marital Status: Single
- Religion: Christianity
Other Trainings And Qualifications
- CPR & First Aid Training, 10/31/24, Fluid First Aid, Brisbane QLD
- QLD White Card, 07/31/24, Pinnacle Safety & Training, Brisbane, QLD
- Mining Induction- Surface Operations (Standard 11), 07/29/24 - 07/30/24, Pinnacle Safety & Training, Brisbane, QLD
- Customer Service Training, 02/20/20, Institute of Banking and Business Management Inc., Port Moresby, NCD, Papua New Guinea
Hobbies and Interests
- Reading
- Charity and Volunteering
- Cooking
- Playing Sports
- Hiking
- Hairstyling and Makeup
Referees
- Roy Appa
Managing Director- Roan Hardware and Agricultural Supplies
Phone:(+675)72682758
- Danny Arthur Leslie Robinson
Chief Executive Officer-Credit Corporation PNG
Phone:(+675)70315890
Email:drobinson@creditcorporation.com.pg
Edna Ereman
Kina Bank Limited-Waigani Islander Branch Manager
Email: Edna.Ereman@kinabank.com.pg
Bernadette Tonou
Branch Manager-Kina Bank Limited Boroko Branch
Phone:
Email:Bernadette.Tonou@kinabank.com.pg
Larissa Lei
Branch Manager: Kina Bank Limited Jackson's Branch
Phone: (+675)82525080
Email: Larissa.Lei@kinabank.com.pg
Bruce Riddel
Community Support Officer-Annerley Baptist Church
Phone:0407370756
Ayden Rushton
Manager:South East-Asia Agricultural and Landscaping Services
Phone:0478808136
Timeline
Personal Carer (Trainee)
Blue Care
02.2025 - 03.2025
Tractor Driver (Slasher)-Part Time
South East-Asia Agricultural and Landscaping Servi
02.2025 - 03.2025
Volunteer
Feros Care
11.2024 - Current
Volunteer
Annerley Baptist Church
06.2024 - Current
Acting Admin Manager
Homa Security Services Limited
09.2021 - 10.2021
Personal Assistant to the General Manager & Admin Manager
Longfor PNG Ltd
07.2021 - 09.2021
Compliance Analyst
Kina Bank Limited
04.2021 - 07.2021
Customer Service Officer
Kina Bank Limited
03.2020 - 04.2021
Customer Service Officer
Kina Bank Limited
02.2019 - 03.2021
Transcriber & Usher
APEC Leaders' Summit
11.2018 - 11.2019
Part Time Cashier
Roan Hardware and Agricultural Supplies
01.2013 - 01.2016
Certificate 3 - Individual Support
Axiom College
Bachelor of Arts - Journalism & Public Relations
University of Papua New Guinea
High School Diploma -
Goroka Secondary School
Grade 8 -
North Goroka Demonstration Primary School
Grade 6 -
Okiufa Primary School
Play School -
Goroka Christian Academy
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