Natasha Tuifua
Millner,NT
Summary
Diligent Service Officer skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
12
12
years of professional experience
Work History
Remote Servicing Service Officer
Services Australia
Darwin, NT
11.2023 - Current
- Assisting customers to access, navigate or interpret services across a range of payments, programs and services
- Assessing customer needs, requirements, entitlements and obligations
- Actively promote, demonstrate and where appropriate refer customers to the agency’s self-managed and digital services
- Providing customer service support at initial point of contact, including meeting, greeting and streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership groups
- Demonstrating ability to adhere to the Agency’s Remote Travel Standard Operating Protocol to ensure consistency in the delivery of remote serving and support the Divison’s approach to health, safety and well-being of employees.
Indigenous Outreach Worker
Danila Dilba Health Service (Bagot Clinic)
Darwin, NT
03.2021 - 11.2023
- Awareness and understanding of DDHS strategic plan
- Contribute to developing and implementing strategies to meeting goals set in the provision of comprehensive primary health care to the Indigenous people of the Greater Darwin Area
- Maintain regular contact with clients within the scope of practice that have been identified by the clinic
- Facilitate client referrals to specialist and other allied health services, both internal and external to DDHS, and when required: act as the liaison person on client’s behalf
- Provide a range of health education messages, information and advice to clients and families about healthy lifestyles choices; (e.g., nutrition and physical activity, alcohol consumption, quit smoking programs and the importance of Aboriginal health checks)
- Participate in cross-cultural education as well as assist and participate in staff induction and orientation
- Developed strong relationships with local organizations to establish a network of support services for clients in need.
- Planned outreach events for Bagot Community to reach out to at-risk families.
Remote Servicing Service Officer
Services Australia
Katherine, NT
02.2020 - 03.2021
- Assisting customers to access, navigate or interpret services across a range of payments, programs and services
- Assessing customer needs, requirements, entitlements and obligations
- Actively promote, demonstrate and where appropriate refer customers to the agency’s self-managed and digital services
- Providing customer service support at initial point of contact, including meeting, greeting and streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership groups
- Demonstrating ability to adhere to the Agency’s Remote Travel Standard Operating Protocol to ensure consistency in the delivery of remote serving and support the Divison’s approach to health, safety and well-being of employees.
Service Officer APS4
Services Australia
Canberra, ACT
06.2016 - 02.2020
- Research and review decisions about routine cases and manage moderately complex cases with the assistance of staff at higher classification levels
- Provide front of house support, meet, and greet customers and direct customers to the most appropriate service channel
- Assess and use judgement to determine customer needs, requirements, and entitlements and where appropriate refer and link them to relevant government or community services
- Undertake quality assurance activities to ensure the accuracy and appropriateness of information and procedures
- Provided exceptional customer support, leading to increased client retention and loyalty.
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
Acting Programme Coordinator APS5
Services Australia
Canberra, ACT
02.2018 - 01.2019
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Entered data, generated reports, and produced tracking documents.
- Maintain a well-developed understanding of relevant legislation and policy frameworks
- Make decisions that may impact on the overall outcomes for the work area and its stakeholders
- Assist in project management and coordination activities
- Undertake and manage moderately complex projects under the direction of higher classification levels
- Draft briefing papers for higher classification levels
- Liaise with internal and external stakeholders on policy, project, or operational issues
- Respond to stakeholder needs and expectations
- Develop and maintain internal and external relationships.
Service Officer APS3
Services Australia
Darwin, NT
01.2013 - 06.2016
- Assess customer’s needs, requirements, entitlements, and obligations
- Assist customers to access, navigate or interpret services across a range of payments, programmes, and services
- Actively promote, demonstrate and, where appropriate, refer customers to the department’s self-managed and digital services
- Advise customers on legislation, policy, procedures payments and services administered by the department
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Provided exceptional customer support, leading to increased client retention and loyalty.
Indigenous Apprentice
Services Australia (Indigenous Call Centre)
Darwin, NT
01.2012 - 01.2013
- Provide information to customers on basic and routine procedures, guidelines, and policy
- Retrieve information and respond to written and telephone requests for routine information from customers
- Request routine information from customers
- Provide administrative support to work area
- Demonstrated eagerness to learn by asking questions and seeking clarification when necessary.
- Worked under guidance of experienced professionals to learn trade best practices and techniques.
Education
Information Technology -
Charles Darwin University
Business General Certificate III -
Charles Darwin University
Year 11 completed -
Dripstone High School
Skills
- Flexible and Time Management
- Client Needs Assessments
- Community Outreach
- Active Listening
- Quality Assurance
- Data Confidentiality
- Maintaining Client Records
- Customer Service
- Data Entry Software
- Client Screening
- Written and verbal communication
- Proficient in Computer Base Government Software
- Case Management
- Community Outreach Programs
Qualifications Certificates
- Proof of Aboriginality
- Provide First Aid including CPR – Current
- NT Working with Children and Vulnerable People Card – Current
- Certificate I Information Technology – 2010
- PUAEME004 – Provide Emergency Care for Suspected Spinal Injury
- Certificate III Business General - 2012
Work Related Awards
- 2018 Pinnacle Achievement Awards – Secretary Award – Indigenous Apprenticeship Programme Team
- Fortitude Valley Staff Awards 2017
- Certificate of Appreciation Emergency Response 2015 – Cyclone Lam
Volunteer Experience
- Team Manager Darwin Buffaloes Women’s Team 09/10 and 10/11 AFLNT Seasons
- Team Manager Darwin Buffaloes U18 Boys 2022/23 season
- Sports Trainer for the Darwin Buffaloes Football Club, AFLNT Umpires 2022/23 Season and Hellenic Athletics Men’s Premier League Team
- Sports Trainer for NRL NT Representative teams 2023
- Sports Trainer for Visiting AFL & VFL Teams 2023 (Western Bulldogs)
- Head Sports Trainer for South Darwin Rugby League Teams 2023
- Goal Umpire - AFLNT 2022/23 & 2023/24 Season
- NAIDOC Week - Darwin Deadly Cup Carnival 2021, 2022 & 2023 Sports Trainer
References
- Casey Manhire, Bagot Clinic Team Leader, Danila Dilba Health Service, 0467 481 041, casey.manhire@ddhs.org.au
- Donna Harry, Remote Servicing Trip Leader, Top End Remote Service Zone Northern Australia, 0400 258 895, donna.harry@servicesaustralia.gov.au
Timeline
Remote Servicing Service Officer
Services Australia
11.2023 - Current
Indigenous Outreach Worker
Danila Dilba Health Service (Bagot Clinic)
03.2021 - 11.2023
Remote Servicing Service Officer
Services Australia
02.2020 - 03.2021
Acting Programme Coordinator APS5
Services Australia
02.2018 - 01.2019
Service Officer APS4
Services Australia
06.2016 - 02.2020
Service Officer APS3
Services Australia
01.2013 - 06.2016
Indigenous Apprentice
Services Australia (Indigenous Call Centre)
01.2012 - 01.2013
Information Technology -
Charles Darwin University
Business General Certificate III -
Charles Darwin University
Year 11 completed -
Dripstone High School