MARGARET IONGI
Greenslopes,QLD
Summary
Driven 10+ with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
18
18
years of professional experience
Work History
PASSPORT CASE OFFICER
Australian Passport Office
08.2022 - 07.2023
- Within this role, we provide assistance and guidance in the production of personalisation of documents
- Our responsibilities are to identify, investigate and resolve moderately complex to complex travel document eligibility and related issues
- Develop and maintain up to date knowledge of the document legalisation process and relevant international legal conventions in order to make informed decisions
- Travel document processing including decision-making and recommendations on the eligibility of applicants for an Australian Travel Document by providing appropriate determinations
- Achieve accurate, timely and high-quality outcomes to contribute to the efficiency and effectiveness of the organisation
- Liaise and collaborate with key internal and external stakeholders to keep abreast of developments related to the issue of Australian travel documents and other operational areas
- Facilitate the coordination of workflow, workload and resource allocation priorities as they relate to the eligibility of travel document tasks as well as provide assistance with face-to-face interviews of clients to enable travel and legalisation documents issuance.
COMMUNITY RECOVERY - CUSTOMER SUPPORT
Dept of Communities, Housing & Digital Economy
04.2022
- Maintain customer support whilst processing applications for flood relief assistance making sure applicants are meeting the criteria under the government guidelines
- Maintaining a high level of attention to detail and customer support
- Coordinates the planning and preparation of grant proposals for one or more departments; provides guidance and assistance to investigators in the interpretation of funding agency regulations and requirements
- Prepares and compiles all components of each grant submission, ensuring that the proposal is formatted, packaged, and submitted in accordance with granting agency requirements
- Develops and maintains specialized databases and systems for recording and tracking grant proposals, awards, and related statistical information; creates and distributes standard and special reports, studies, summaries, and analyses, as required
- Develops and maintains a library of reference documentation, including such information as funding agency requirements and forms, investigator profiles and curriculum vitae, abstracts and reference literature, and other pertinent material
- Provides advice and guidance to researchers on the application of grant funding policies, regulations, and procedures; facilitates and supports the research and identification of funding opportunities on behalf of investigators, as appropriate
- Monitors and coordinates the administration of post-award grants to ensure that budgeting and administrative policies, procedures, and agency requirements are being followed; manages administrative problems and/or budget changes occurring during the awarded granting period
- Influence and Negotiate - Identify and resolve issues whilst working towards a positive and mutually outcome.
HR ADMINISTRATOR
Transport & Mains Road
- Maintain Human Resources functions including checking timesheets, submitting leave forms, assist with commencement paperwork for new employees and submission of documentation related to work cover claims
- Provide basic training to administrative staff on office systems
- Undertake procurement and financial processing duties including banking as required and manage petty cash and reconcile as directed
- Register incoming and outgoing correspondence and maintain mail register
- Maintain facilities and equipment, including performing stock takes, maintenance of asset register and management of car fleet
- Support HR Manager with daily tasks such as employee records, leave, invoicing and smartjobs advertising
- Manage and provide a variety of administrative functions and quality, confidential administrative support.
GRAPHIC DESIGN
Amora & Abby Creative (Small Business)
01.2018 - 01.2020
- Freelancing - small business
- Creating birthday, wedding invitations, personalized banners and so much more
- Experience in - Adobe Illustrator, Photoshop and InDesign.
HR SUPPORT
Brisbane Youth Detention Centre
01.2010 - 01.2014
- Maintain Human Resources functions including checking timesheets, submitting leave forms, assist with commencement paperwork for new employees and submission of documentation related to work cover claims
- Provide basic training to administrative staff on office systems
- Undertake procurement and financial processing duties including banking as required and manage petty cash and reconcile as directed
- Register incoming and outgoing correspondence and maintain mail register
- Maintain facilities and equipment, including performing stock takes, maintenance of asset register.
CUSTOMER SUPPORT SERVICE
Corptech/Shared Services
01.2006 - 01.2010
- Provide administration support to the office
- General phone and reception support
- Data Entry responsibilities
- Management of email and appointment
- Providing exceptional customer service to both internal and external customers
- Ad hoc duties.
ADMINISTRATION OFFICER
Queensland Police Service
01.2006 - 01.2004
- Provide administration support to the office
- General phone and reception support
- Data Entry responsibilities
- Management of email and appointment
- Providing exceptional customer service to both internal and external customers
- Ad hoc duties.
Education
YEAR 12 CERTIFICATE -
Mansfield State High School
01.2002
Skills
- Reporting and analysis
- Complaint Handling
- Customer Relations
- Inter-department collaboration
- Internal Communications
- Grievance procedures
References
- Rhiannon Dickerson, ASP6 Team Leader, Australian Passport Office - Brisbane, Rhiannon.dickerson@dfat.gov.au, 07 3405 4719
- Josephine Bryers, AO6 Team Leader - Community Recovery, Department of Communities, Housing & Digital Economy, josephine.bryers@communityrecovery.qld.gov.au, 0451 778 330
Timeline
PASSPORT CASE OFFICER
Australian Passport Office
08.2022 - 07.2023
COMMUNITY RECOVERY - CUSTOMER SUPPORT
Dept of Communities, Housing & Digital Economy
04.2022
GRAPHIC DESIGN
Amora & Abby Creative (Small Business)
01.2018 - 01.2020
HR SUPPORT
Brisbane Youth Detention Centre
01.2010 - 01.2014
CUSTOMER SUPPORT SERVICE
Corptech/Shared Services
01.2006 - 01.2010
ADMINISTRATION OFFICER
Queensland Police Service
01.2006 - 01.2004
HR ADMINISTRATOR
Transport & Mains Road
YEAR 12 CERTIFICATE -
Mansfield State High School
Similar Profiles
Maria IoannouMaria Ioannou
Passport Officer-APS4 at Australian Passport OfficePassport Officer-APS4 at Australian Passport Office
DENISE ROWLINGDENISE ROWLING
Capacity and Planning Officer at Department of Foreign Affairs and Trade – Australian Passport OfficeCapacity and Planning Officer at Department of Foreign Affairs and Trade – Australian Passport Office
Panita TovichaPanita Tovicha
Passport Case Officer at Australian Passport Office - Department of Foreign Affairs and TradePassport Case Officer at Australian Passport Office - Department of Foreign Affairs and Trade
Samuel CooperSamuel Cooper
Passport Case Officer at Australian Passport OfficePassport Case Officer at Australian Passport Office
Sarah BainSarah Bain
Director at IINCHS HAir ExtensionsDirector at IINCHS HAir Extensions