Margret-rose Pakai
Brunswick East,Australia
Summary
Experienced APS Level 4 Service Officer skilled in enhancing user experience and program accessibility. Specializes in crisis management and customer advocacy, resolving inquiries and collaborating with teams to achieve service targets. Focused on improving customer satisfaction through effective communication and relationship-building.
Overview
8
8
years of professional experience
Work History
APS Level 4 Service Officer
Australian Public Servant
02.2024 - Current
- Delivered frontline assistance and service across APS programs, enhancing user experience and program accessibility.
- Resolved customer enquiries, providing accurate information to ensure positive experiences and satisfaction.
- Collaborated with internal teams to achieve service targets and effectively address issues, contributing to overall program success.
- Demonstrated APS values and maintained confidentiality during all interactions with clients and colleagues.
- Perform administrative duties including records management, data entry, and case support.
Supervisor/Team Leader
Woolworths Supermarkets
01.2018 - 02.2024
- Led, coached and supported team of staff to deliver high standards of customer service and operational efficiency.
- Managed shift planning, tasks delegation, and team performance to meet key business targets and KPIs.
- Supervised daily store operations to ensure efficient workflow in customer service, replenishment, and checkout areas.
- Oversaw store operations and made decisions in the role of duty manager.
- Managed checkout processes and supported customer interactions to enhance service experience.
- Ensured compliance with company policies and food and health safety requirements.
- Oversaw cash handling procedures, including register management and end-of-day balancing.
- Assisted in problem resolution, store presentation, and maintaining service standards.
Education
Certificate IV in Community Services -
Swinburne University of Technology
Melbourne, VIC04-2026
Certificate IV in Mental Health -
RMIT University
Melbourne, VIC12-2017
Certificate IV in Alcohol and Other Drugs -
RMIT University
Melbourne, VIC12-2016
Year 10 -
Sowilo Community High School
Perth, WA12-2008
Certificate I, II, III General Education for Young Adults -
Sowilo Community High
Perth12-2008
RSA -
Western Australia
Skills
- Client needs assessment
- Customer service excellence
- Crisis management
- Customer advocacy
- Administrative processing and data entry
- Cash handling and POS operation
- Inventory management
- Process improvement
- Time management
- Multitasking
- Problem-solving and conflict resolution
- Adaptability and learning willingness
- Team collaboration
- Reliability and strong work ethic
- Professionalism
Timeline
APS Level 4 Service Officer
Australian Public Servant
02.2024 - Current
Supervisor/Team Leader
Woolworths Supermarkets
01.2018 - 02.2024
Certificate IV in Community Services -
Swinburne University of Technology
Certificate IV in Mental Health -
RMIT University
Certificate IV in Alcohol and Other Drugs -
RMIT University
Year 10 -
Sowilo Community High School
Certificate I, II, III General Education for Young Adults -
Sowilo Community High
RSA -
Western Australia