Kaia Lohia
Bhars Scrub,QLD
Summary
Conscientious professional with extensive experience advocating for social and economic well-being of individuals and families. Skilled at providing guidance, support and assistance. Strong communication and management skills and committed to inspiring community service.
Overview
3
3
years of professional experience
Work History
Senior Subsidy Advisor
Department Of Veterans Affairs
03.2023 - Current
- Built and maintained relationships with clients to provide ongoing support.
- Demonstrated ability to process complex applications and determine eligibility and entitlements for schemes and process subsidy maintenance subsidy tasks such as change of circumstances to ensure clients receive accurate and timely payment
- Manage more complex customer enquiries via telephone, email and written correspondence, including in context of non-routine circumstances
- Facilitated communication and collaboration between departments to help business function smoothly.
- Held a lead role in a project to help minimise Team's workload and to improve operational procedures to enhance productivity.
- Improved processes by recommending operational changes.
Compliance Officer
Services Australia Centrelink
11.2020 - 03.2023
- Identified, investigated and documented compliance violations and recommended corrective measures.
- Responded to employee inquiries regarding compliance regulations and procedures.
- Developed and maintained compliance database, tracking all compliance activities and documents.
- Made decisions based on policy and legislation
- End to End Case case management to improve customer outcomes
- Calculating and determining legally recoverable and non recoverable debts
- Maintained up-to-date knowledge of current and emerging compliance regulations.
- Investigated and documented all violations of compliance regulations to determine necessary improvements.
- Collaborated with internal and external stakeholders, auditors and legal counsel to confirm compliance with applicable laws and regulations.
- Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
- Maintained composure in stressful situations, confrontations, interviews and records searches.
Quality Development Officer
Services Australia - Centrelink
09.2022 - 01.2023
- Demonstrated ability to lead team to deliver high quality outcomes within required timeframes.
- Demonstrated ability to effectively manage interpersonal and communicate with internal and external stakeholders.
- Demonstrated skills in time management, prioritization and working with competing priorities.
- Completed Quality Assurance Checks
- Ability to work independently as part of large team
- Provide specialist assistance and advice to key customer groups to achieve outcomes within legislative and policy guidelines
- Assist in contract management and administration
- Identify learning gaps and facilitate training to improve understanding of work types.
- Oversaw department of 15 by supervising daily operations, providing technical support and coordinating personnel
Education
Bachelor Of Public Health - Public Health
Griffith
Gold Coast2026
High School Diploma -
TAFE
Gold Coast10.2008
Skills
- Compliance Requirements
- Relationship Building
- Team collaboration
- Client engagement
- Stakeholder management
- Decision making
- Critical thinking
- Effective communication
- Problem solving
- Adaptability
- Active listening
- Time management
Accomplishments
- Collaborated with team of 4 team members in the development of Improving Operational Procedures and Reduction of Workload.
- Supervised team of 15 Overtime staff members during Pandemic and Flood to deliver payments and services
- Received very positive performance appraisals from Managers, Team and Other Business Areas
- Outstanding Customer Service Delivery Award
- Nominated Compliance Officer of the Year 2022
Timeline
Senior Subsidy Advisor
Department Of Veterans Affairs
03.2023 - Current
Quality Development Officer
Services Australia - Centrelink
09.2022 - 01.2023
Compliance Officer
Services Australia Centrelink
11.2020 - 03.2023
Bachelor Of Public Health - Public Health
Griffith
High School Diploma -
TAFE
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