MARRIAN SASULU-LOFIPO
Brisbane,QLD
Summary
Client Services Professional with expertise in customer service, claims management, and program support within high-volume call centers. Skilled in managing complex systems and sensitive information while addressing diverse client needs. Demonstrates strong communication and relationship-building capabilities, consistently meeting targets and delivering high-quality outcomes.
Overview
6
6
years of professional experience
Work History
Senior Engagement Officer
Department of Justice and Attorney General - Bluecard Services
Brisbane , QLD
06.2026 - Current
- Reviewed compliance documents to ensure adherence to legal requirements.
- Assisted clients in understanding application procedures and requirements.
- Resolved client inquiries and issues promptly and professionally.
- Collaborated with team members to improve workflow and service delivery.
- Processed applications for Bluecard Services efficiently and accurately.
- Participated in regular meetings with upper management regarding progress updates on current initiatives.
- Supported policy updates by gathering feedback from stakeholders regularly.
Client Services Advisor
Ministry of Business, Innovation and Employment
Auckland, North Island
12.2024 - 04.2025
- Delivered high-quality client service in regulated, high-volume environment, supporting individuals and stakeholders through complex processes to achieve compliant outcomes
- Communicated clearly and effectively with diverse clients, translating complex information into practical guidance
- Managed sensitive information with discretion, professionalism, and attention to detail, ensuring confidentiality and compliance
- Interpreted and applied policy and legislative requirements to ensure accurate, compliant outcomes
- Maintained accurate records across multiple systems while meeting service standards and performance targets
- Collaborated with internal teams to resolve issues and enhance service delivery efficiency
Records Management
Queensland Building Construction & Commission
Brisbane, QLD
08.2024 - 11.2024
- Delivered information, advice, and services to internal customers, enhancing their understanding of information management.
- Contribute to the development and continual improvement of new processes and procedures related to information management.
- Contributed to development and continuous improvement of processes and procedures, ensuring effective information management practices.
- Triage and manage the Records Management service calls, including escalation of issues to senior team members for resolution.
- Assist in the training of Records Management team members and customers in the use of information management systems and procedures.
- Assist in the training of Records Management team members and customers in the use of the information management systems and procedures.
- Utilize digital skills to effectively use applications and tools to respond to and process incoming requests.
- Apply QBCC policies and procedures to undertake information management activities and actively seek guidance for exceptions.
- Assisted Digital and Information projects with necessary tasks.
- Worked in state government public service
Program & Contracts Support Officer
Department Of Justice And Attorney-General
Brisbane, QLD
07.2024 - 08.2024
- The Contract Officer supports the implementation of the contract lifecycle from contract set-up to contract close-out.
- Establish, negotiate and manage contracts with suppliers within a human services environment.
- Negotiate renewal, variations and ending of contracts with suppliers.
- Built and maintained productive relationships with diverse suppliers to deliver quality responsive services to vulnerable clients.
- Build and maintain productive and respectful working relationships with a diverse range of suppliers to ensure a quality responsive service is delivered to our vulnerable clients.
- Monitored service delivery by suppliers and licensed organizations for compliance with contracts, program guidelines, legislation and departmental requirements.
- Identified and implemented remedial actions to enhance supplier performance and escalated issues as necessary.
- Assess applications for funding from suppliers in accordance with legislative frameworks and program objectives.
- Work collaboratively with key internal business areas to ensure value and quality of service delivery.
- Monitor individual care services covered by a license and undertake inspections.
- Professionally represent the department at forums with key stakeholders and suppliers.
Escalations & Complaints Officer
Department of Treaty, Aboriginal and Torres Strait Islander Partnerships, Communities and the Arts
Brisbane
12.2023 - 06.2024
- Developed expertise in customer service and complaint resolution, employing various techniques to de-escalate tense situations and ensure transparency and fairness throughout the process.
- Escalated and actioned ministerial inquiries related to complaints via social media or the grants processing system, ensuring prompt resolution and adherence to protocol.
- Assisted team leaders and managers in reporting complaints and implementing strategies to enhance efficiency and outcomes of grants and escalations.
- Liaised effectively with a diverse range of stakeholders, including applicants, program managers, and external agencies, to facilitate smooth communication and resolution of issues.
- Liaised with diverse stakeholders, including applicants, program managers, and external agencies, to facilitate communication and resolve issues promptly.
- Conducted thorough assessments of grant applications to ensure eligibility and compliance with program guidelines.
- Developed expertise in customer service and complaint resolution, employing techniques to de-escalate tense situations and ensure transparency and fairness.
- Conducted welfare checks for individuals experiencing hardship, liaising with relevant departments to provide necessary support and assistance.
- Supported the delivery of grant funding programs by providing comprehensive assistance and guidance to applicants throughout the application process.
- Assisted team leaders and managers in reporting complaints and concerns.
- State Government - Public Service - Contract
Travel & Medical Claims Management
Allianz Partners
Brisbane, QLD
05.2023 - 12.2023
- Claims Pre-certification and Adjudication with compliance to established Policy Guidelines as well as managing & providing overall guidance about Medical Cases review & authorization over Phone.
- Resolved queries related to coverage, claims, hospitalization, and complaints to ensure customer understanding and satisfaction.
- Evaluates claims with regards to eligibility.
- Takes decisions on high cost and complicated cases based on standard operating procedures.
- Manages routine daily claims administration work.
- Delivered exceptional customer service to clients and promoted customer satisfaction and retention.
- Coordinates work flow & meets deadlines.
- Evaluates claims with regard to eligibility.
- Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases.
- Managed international preauthorization cases to ensure timely processing.
- Coordinates with international providers for direct billing.
- Recommended strategies to optimize customer service experience.
- Increases efficiency, minimizes errors and administration time.
Member Engagement & Insurance Policy Consultant
RACQ
Eight Mile Plains, QLD
10.2022 - 12.2022
- Assisted members in selecting the appropriate roadside and insurance products tailored to their needs.
- Guided members in selecting tailored roadside and insurance products based on specific needs.
- Coordinated alterations for insurance policies across boats, motorcycles, motor vehicles, caravans, motorhomes, and home and contents, ensuring accuracy and member satisfaction.
- Processed payments for insurance and roadside assistance products, ensuring accuracy and efficiency.
- Provided members with comprehensive knowledge and information about RACQ services, discounts, benefits, and insurance options.
- Handled inbound calls, efficiently sorting out member inquiries or transferring them to the appropriate department or specialist for further assistance.
- Acted as the first point of contact for members, addressing inquiries and providing assistance with online accounts.
- Supported vulnerable members experiencing domestic violence, family abuse, or loss of jobs due to long-term illness with empathy and sensitivity.
Quality Assurance & Auditor Officer
DB Schenker Logistics
Redbank, Ipswich
01.2021 - 01.2022
- Conducted comprehensive audits of operational processes and procedures to ensure compliance with quality standards and regulatory requirements.
- Developed and implemented quality assurance programs and initiatives, resulting in enhanced operational efficiency and effectiveness.
- Identified areas for improvement in organizational processes and systems; recommended corrective actions to address deficiencies, fostering a culture of continuous improvement.
- Monitored and evaluated supplier performance through audits and inspections to ensure adherence to contractual agreements and quality standards.
- Participated in customer audits and assessments to demonstrate compliance with quality requirements and contractual obligations.
- Identified areas for improvement within the organization's processes and systems, and recommended corrective actions to address deficiencies.
- Prepared and presented comprehensive audit findings and reports to management and stakeholders, facilitating informed decision-making.
Education
CERTIFICATE II - HAIRDRESSING
TAFE
IpswichCERTIFICATE LEVEL III -
Tangaroa College
AucklandSkills
- Regulatory compliance
- Application review
- Contract negotiation
- Quality control
- Attention to detail
- Problem-solving
- Analytical
- Decision-making
- Client assistance
- Customer support
- Records oversight
- Teamwork
- Conflict management
- Conflict resolution
- Problem solving
Personal Information
Nationality: Kiwi Samoan/Portuguese
Timeline
Senior Engagement Officer
Department of Justice and Attorney General - Bluecard Services
06.2026 - Current
Client Services Advisor
Ministry of Business, Innovation and Employment
12.2024 - 04.2025
Records Management
Queensland Building Construction & Commission
08.2024 - 11.2024
Program & Contracts Support Officer
Department Of Justice And Attorney-General
07.2024 - 08.2024
Escalations & Complaints Officer
Department of Treaty, Aboriginal and Torres Strait Islander Partnerships, Communities and the Arts
12.2023 - 06.2024
Travel & Medical Claims Management
Allianz Partners
05.2023 - 12.2023
Member Engagement & Insurance Policy Consultant
RACQ
10.2022 - 12.2022
Quality Assurance & Auditor Officer
DB Schenker Logistics
01.2021 - 01.2022
CERTIFICATE II - HAIRDRESSING
TAFE
CERTIFICATE LEVEL III -
Tangaroa College