Maria Teresa Fraga
BERWICK,AUSTRALIA
Summary
APS service-minded professional with 20 years of experience at Services Australia, in compliance-based frontline service delivery, investigation support, and decision-making. Proven capability in information gathering, assessing evidence, managing sensitive cases, applying legislation and policy, and working with integrity in high-risk and confidential environments.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Service Officer
Service Australia
Narre warren, VIC
03.2006 - Current
- Deliver compliant payment integrity outcomes through accurate assessment and verification in line with legislation and policy.
- Coach and quality-check staff to build capability and ensure lawful decision-making.
- Leadership Pool - Acting Team Leader, 2012-2023.
- Member of the Customer Aggression Response Team, supporting high-risk and sensitive operational matters.
- Current Chief Warden. Lead emergency response, evacuation planning, and staff safety in line with WHS requirements.
Account Acquisition - Internet Banking
National Australia Bank
Melbourne, Australia
01.2002 - 01.2006
- Managed call escalations and high-volume inbound inquiries.
- Prioritized tasks to meet deadlines and quality standards. Maintained accurate data entry.
Accounts Manager
Ajax Fasteners
Melbourne, Australia
01.1999 - 01.2000
- Accounts Manager at Ajax Fasteners, managing Tradelink and Reece accounts after Technical Assistant Engineer contract completion.
Technical Assistant Engineer
Ajax Fasteners
01.1997 - 01.1999
- Worked with the engineering team to implement vision systems and optimize production line flow and balance.
Education
Some College (No Degree) - Manufacturing
Deakin University
Geelong, VICSkills
- Customer service, integrity
- Communication and interpersonal skills
- Analytical and problem-solving capabilities
- Operational and risk management: member of the customer aggression response team, emergency preparedness as chief warden
- Critical thinking and adaptability
- Quality assurance and policy interpretation
- Team collaborations
- Conflict resolution
References
- Ms Melissa Thompson, Federal Department of Human Services – Regional Manager, melissa.thompson@humanservices.gov.au, +61 477 718 158
- Ms Maria de Monte, Federal Department of Human Services – Team Leader, mariademonte@humanservices.gov.au, +61 03 9293 3230
Leadership Experience
Current acting President of Timorese Association in Victoria Inc.
Communication Skills
Tetum, Portuguese, English, Lead and participated in leadership training and community building workshops, and human care causes., Public speaking qualities, conversant in communicating concepts, issues, policies and procedures.
Languages
Portuguese
Professional
Tetum
Professional
Certification
Bachelor of Engineering
Timeline
Service Officer
Service Australia
03.2006 - Current
Account Acquisition - Internet Banking
National Australia Bank
01.2002 - 01.2006
Accounts Manager
Ajax Fasteners
01.1999 - 01.2000
Technical Assistant Engineer
Ajax Fasteners
01.1997 - 01.1999
Some College (No Degree) - Manufacturing
Deakin University