LISE TOMINIKO
Logan Reserve,QLD
Summary
A dynamic and results-oriented employee with a robust background in administration and customer service. Proficient in administrative duties such as record-keeping, data management, and liaising with stakeholders for regulatory compliance. Excel at delivering outstanding customer service and resolving issues promptly and efficiently. Strong attention to detail, superior organisational skills, and dedication to providing high-quality services to all stakeholders, defines my professional approach. Skilled at managing multiple tasks with a positive attitude and always willing to take on additional responsibilities to meet team goals. Motivated by a desire to maintain customer satisfaction.
Overview
14
14
years of professional experience
Work History
Housing Officer
Department of Housing
03.2024 - Current
- Engaged with several organisations to provide information, advice and assistance to our vulnerable community
- Assisting clients with complex and challenging needs with high-quality, person-centred housing assistance in person, over the phone and in the community
- Working across a variety of different computer programs
- Processed and assessed social housing, bond loan and rental grant applications
- Provided support to those who are homeless or at risk of homelessness
- Supported customers in sourcing emergency accommodation by engaging with different accommodation organisations
- Assisting customers to complete documentation for housing
- Managed team inbox as a part of team response to ensure customer documents and communication responded to in a reasonable time frame.
- Performed Senior officer duties: EHAR, PARS, Reports, FAPS, RDF, RSS & TA
- Ensuring outcomes for the assistance required are relevant to the customers situation
- Providing a budgeting tool for customers experiencing financial hardship
- Referring customers to appropriate local external agencies to ensure complete support provided
Admissions Officer
Skills Institute Australia
05.2023 - 02.2024
- Understand and apply SIA policy and procedure and legislative requirements relating to student administration
- Evaluate and process student applications, Letters of Offer and Confirmation of Enrolments
- Facilitate accurate, thorough, compliant administration of all aspects of the academic life cycle from admission to completion
- Maintain accurate, thorough, timely, compliant records
- Provide general administrative assistance and support to staff, students, other clients, and enquirers
- Fulfil front desk, reception, and general administration duties efficiently, professionally and thoroughly (when required)
Member Services Officer
Australian Retirement Trust
01.2021 - 06.2022
- Processing member payments
- Assessing eligibility for superannuation benefit payments
- Liaising with internal and external stakeholders to verify payment information
- Inbound and outbound customer assistance
- Comply with all department and company policies, procedures, and regulations
- Ensuring KPI requirements are met according to business needs
- Managed dispute resolution cases effectively by following established guidelines while maintaining empathy towards member's situation.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
Client Vacancy Coordinator
HELP Employment and Training
02.2020 - 06.2020
- Coordinate vacancies and promote job opportunities to site staff and job seekers
- Maintain job boards and job advertising
- Coordinate all aspects of vacancy management including evaluating resumes, shortlisting, referring, and recommending job seekers to a vacancy, scheduling interviews
- Manage relevant administration processes associated with the vacancies e.g
- Wage Subsidies, interview, and placement confirmation through relevant systems
- Coordinate selection process to follow up results with employers and job seekers and provide this outcome result and feedback to site staff
- Coordinate calendar reminders to visit existing employer and new employer engagement opportunities
- Coordinate wage subsidy information for employers
- Ensure that sufficient and compliant Documentary evidence is maintained as per compliance and other guidelines.
Subsidy Adviser
DVA – Defence Home Ownership Assistance Scheme
01.2019 - 01.2020
- Determine eligibility and entitlements of applicants seeking Homeowners Defence subsidy to ensure scheme compliance as per policies, practices and procedures are followed
- Build and maintain relationships by excellent communication skills with the ability to influence and engage the customer via telephone and email, to provide great customer service experience
- Analyse situations, such as change in circumstances and use evidence-based decision making, when assessing continued validity of subsidy scheme for existing cohort
- Comply with all department and company policies, procedures and regulations.
Lending Officer
Suncorp Bank
07.2015 - 10.2018
- Analyse applicant's financial status, credit and property evaluations to determine suitability to banking parameters
- Obtain and compile personal documents, repayment history, financial statements and other financial information to make informed decisions to meet lending criteria
- Build and maintain positive relations with all internal and external stakeholders
- Perform as a team member in auctioning re-allocated workflow from absent staff
- Submit applications to credit analysts for recommendation
- Ensure all important account documentation is complete and accurate and all collateral has been properly secured
- Negotiate terms, structure loan financing based on risk considerations and present for approval to appropriate levels of authority with in the bank in accordance with bank procedures including the completion and maintenance of financial tracking records in a timely manner.
Operations Team Leader/Officer
Centrepoint Alliance Premium Funding Pty Ltd
10.2010 - 02.2015
- Lead a team of 5 processing staff members
- Allocate loans for processing to each staff member per hour
- Liaise with internal and external clients regarding loans
- Approve all incoming loans up to $1 million
- Successfully contribute to the management of the daily processing and approval targets
- Recruitment experience for any onboarding of new staff required
- Analyse Group and individual achievements against KPIs
- Independently provide effective team leadership through monthly one on ones, fortnightly team meetings and ongoing development of staff
- Proactively take responsibility for staff behaviors and implementing rewards and recognition awards.
Education
High School Diploma -
Mt St Michael's College
Brisbane, QLD12.2003
Skills
- Customer Service
- Problem-solving abilities
- Emergency Response Planning
- Microsoft Office Suite
- Prioritisation
- Goal-oriented mindset
- Time Management
- Verbal and written communication
- Calm and Professional Under Pressure
- Administrative and Office Support
Licenses Qualifications
- Open Driver's License
- Certificate III Business Administration
References
- Shahzad Latif, Skills Institute Australia, 0490 703 892, slatif@skills.qld.edu.au
- Amy Wykes, Australian Retirement Trust, 0411 177 738, amy.wykes@australianretirementtrust.com.au
- Jo Nikolao, HELP Employment and Training, 0400 259 993, veolinapona@gmail.com
Timeline
Housing Officer
Department of Housing
03.2024 - Current
Admissions Officer
Skills Institute Australia
05.2023 - 02.2024
Member Services Officer
Australian Retirement Trust
01.2021 - 06.2022
Client Vacancy Coordinator
HELP Employment and Training
02.2020 - 06.2020
Subsidy Adviser
DVA – Defence Home Ownership Assistance Scheme
01.2019 - 01.2020
Lending Officer
Suncorp Bank
07.2015 - 10.2018
Operations Team Leader/Officer
Centrepoint Alliance Premium Funding Pty Ltd
10.2010 - 02.2015
High School Diploma -
Mt St Michael's College
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