Nelufa Hamid
Melbourne,VIC
Summary
A highly skilled professional with an extensive background in carrying out effective strategies towards the delivery of outstanding services. With experience in youth and community services, project work, risk and compliance and banking institutions. Highly adaptable and resilient to change, with the willingness to enhance skills, develop new knowledge, and engage in continuous learning. Keys to success are diligence and thoroughness in conducting day-to-day operations, with specialised skills in client satisfaction and delivery of quality services. A hardworking and resourceful professional willing to go the extra mile and outperform on every level. Passionate about social justice and gender equality. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
29
29
years of professional experience
Work History
Case Manager, Student Placement
Melbourne City Mission
Melbourne, VIC
09.2023 - 11.2023
- Provided intensive outreach case management support to complex clients to address the Client's unique experience of homelessness and the individual health and wellbeing factors that have contributed
- Conducted home visits to assess the safety of living environments for clients.
- Collaborated with healthcare team to improve care quality, reduce costs and gauge patient progress.
- Attended court hearings as a representative of the organization when needed.
- Participated in professional development activities related to case management best practices.
- Educated clients about mental health conditions, medications and self-care techniques.
- Communicated with legal services providers, social services agencies, and local judicial systems regarding cases.
- Advocated for clients by obtaining information regarding treatment options and clinical status.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Linked clients with social services, health care providers and governmental agencies to help claim or reclaim individual autonomy.
- Assisted with applications for government benefits such as Medicaid or Social Security Disability Insurance.
- Counseled clients on available resources within the community that could help meet their needs.
- Developed trusting relationships with social services, health care providers and governmental agencies.
- Developed individualized care plans with input from clients and their families.
- Established and maintained relationships to meet community needs and avoid service duplication.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Coordinated transportation services for clients who lacked access to reliable transportation.
- Monitored client progress through regular follow-up contacts.
- Provided referrals to appropriate health care providers or other community resources.
- Assisted individuals with eligibility for available benefits.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Provided crisis intervention support for clients in emergency situations.
- Consulted with staff on resolution of complex service issues.
- Maintained up-to-date case records with case activity status.
- Collaborated with healthcare providers, lawyers, employers and other stakeholders involved in a client's case.
- Coordinated support services and optimized communication between healthcare workers and patients.
- Adhered to ethical principles and standards to protect clients' confidential information.
- Participated in interdisciplinary team meetings to discuss treatment options.
- Maintained logs and electronic client records following department and agency policies for effective monitoring.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Maintained accurate case records and documentation according to agency guidelines.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Risk and Compliance Analyst
Computershare
Abbotsford, VIC
11.2020 - 03.2023
- Performed internal and external information security risk assessments, investigated exceptions, incidents, vulnerability management, scans, patching status, penetration tests, phishing, and attacks.
- Maintained detailed database of compliance data, activities and actions taken.
- Verified documentation against compliance standards and communicated deficiencies to resolve issues.
- Collaborated with various departments within the organization to develop effective solutions for ensuring ongoing compliance.
- Created plans to improve and correct operations in order to stay compliant.
- Performed periodic reviews of existing processes and procedures to identify areas of improvement in terms of compliance standards.
- Produced reports outlining assessments completed and follow-up recommendations.
- Participated in meetings with external auditors regarding audit results related to compliance matters.
- Completed in-depth reviews of audit reports, client actions and monitoring activities.
- Investigated reported and identified compliance issues against accepted standards.
- Implemented corrective action plans when necessary following discovery of non-compliance issues.
- Coordinated with internal stakeholders to ensure adherence to relevant rules and regulations.
- Reviewed and monitored compliance with applicable laws, regulations, and policies to ensure compliance with regulatory requirements.
- Identified opportunities for process improvements that would increase efficiency while maintaining compliance standards.
- Analyzed potential areas of risk and developed strategies to mitigate such risks.
- Supported internal and external auditing teams conducting impartial compliance reviews.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Planned and completed group projects, working smoothly with others.
- Maintained updated knowledge through continuing education and advanced training.
Senior Customer Service Consultant
Computershare Georgeson
11.2018 - 11.2020
- Assisted top ASX listed entities including NAB, AMP, BHP shareholders with registry plan share offers, and campaigns via inbound & outbound calls within the scope of service of a call center.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Answered [Number] calls per shift to assist with customer questions and concerns.
- Identified needs of customers promptly and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
Loan Consultant
ANZ Esanda
05.2011 - 07.2018
- Maintained thorough product knowledge and demonstrated strong awareness of product advice, sales techniques, and the marketing of asset finance and insurance products.
- Managed communication between client and lending institution, explained refinancing options, and insurance protection products and verified complete data on-hand to fund loans.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
- Informed customers of loan application requirements and deadlines.
- Maintained up-to-date knowledge of lending regulations, policies, procedures, and products offered by the organization.
- Collaborated with company teams to expedite loan approval processes.
- Processed loan applications and submitted them for approval or rejection by lenders.
- Managed pipeline for originated loans through closing and complete required management reports.
- Responded promptly to all customer inquiries regarding financing options and services provided by the company.
- Tracked and managed new leads and followed up on referral business.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Analyzed customer's credit reports, tax returns, income statements. in order to determine creditworthiness.
- Adhered to federal and state compliance guidelines relative to retail mortgage lending.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Delivered high levels of customer service to facilitate smooth processes.
- Established relationships with external vendors such as insurance companies and brokers in order to facilitate smooth processing of loan applications.
- Built relationships with clients and used knowledge of consumer marketplace, products and finance to fully understand clients' personal plans and introduced suitable loan services.
- Prequalified borrowers based on credit criteria and offered debt counseling and financial education to clients and potential clients to help attain loan qualification.
- Reviewed financial statements and other records to assess customers' ability to repay loans.
- Stayed abreast of lending regulations, industry trends and market rates.
- Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information to update credit and loan files.
- Provided advice and assistance to customers in order to help them make informed decisions regarding their loan options.
- Gathered and documented client financial information and application details meeting lending requirements and accurately representing client status.
- Assisted customers with completing loan applications accurately and thoroughly.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
Residential Program Care Co-Ordinator
Lighthouse Foundation
Richmond, VIC
02.2003 - 05.2011
- Provided organisational efficiency and engaged with not-for-profit operations in delivering community care for homeless young people in line with The Lighthouse model of care.
- Participated in regular supervision meetings with supervisors to discuss current cases and receive feedback on performance.
- Utilized evidence-based practices when working with clients to ensure best outcomes possible.
- Advocates for the rights of youth within the system while promoting self-determination principles at all times.
- Supported youth with nurturing and caring assistance focused on empowering and positive independence.
- Promoted healthy lifestyle choices among young adults through education about nutrition, exercise, substance abuse prevention strategies.
- Supervised youth recreational activities and facilitated workshops surrounding self-development, education and employment.
- Encouraged independent living skills such as budgeting, grocery shopping, meal preparation.
- Maintained a safe environment by enforcing rules and regulations set forth by the facility.
- Assisted in crisis management situations involving suicidal ideations or other dangerous behaviors from youth.
- Consulted and collaborated with other professionals to provide continuity of patient-family care.
- Interviewed clients individually and in family groups to determine services to best address specific needs.
- Monitored and documented the progress of each resident's mental health status.
- Used calm, positive, and encouraging approach with youth.
- Referred clients to substance abuse treatment programs and outpatient dual diagnosis treatment programs.
- Conducted assessments of youth to identify any potential behavioral or emotional issues.
- Built and maintained strong relationships with patients by successfully resolving issues and responding promptly to phone inquiries.
- Empowered patients and families to negotiate with resource providers and make decisions on own behalf.
- Connected individuals with relevant community resources and coordinated referrals.
- Helped youth victims of abuse by coordinating specialized therapy sessions.
- Guided clients through transition to independent living within community.
- Managed medication administration process for residents according to physician instructions.
- Participated in weekly case conferences to review client progress and develop new goals for clients.
- Documented child progress, reporting extreme changes in behavior.
- Interviewed potential clients, collecting personal information to determine eligibility for social assistance.
- Coordinated community resources such as housing assistance programs and job training opportunities for former residents.
- Achieved established program plan goals by developing and maintaining effective working relationships with staff, court officials, and educators.
- Developed positive relationships with residents through open communication, trust building, and role modeling.
- Coordinated referrals to community resource programs to provide additional and specialized support for youth.
- Facilitated daily activities such as educational, recreational, and social skill development for youth.
- Discussed available program services with potential participants and outlined procedures to facilitate smooth engagement in program processes.
- Collaborated with interdisciplinary teams to create individualized treatment plans for residents.
- Modeled positive behavior for residents by providing leadership and positive interactions.
- Offered key emotional support to special needs youth.
- Directed activities to foster social and emotional development for at-risk youth.
- Organized recreational activities such as field trips and outdoor sports events for youth participants.
- Provided assertive community-based rehabilitation and case management services to high-risk mentally ill patients.
- Applied clinical and behavioral knowledge to maintain safety during crisis moments.
- Maintained accurate records and documented client data in company databases.
- Maintained lists of resources helpful to clients.
- Directed activities to promote growth in mental, emotional and educational areas.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained updated knowledge through continuing education and advanced training.
- Attended trainings on topics such as trauma-informed care, cultural competence, ethics.
- Created individualized service plans for each client based on their unique needs and goals.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Developed strategies to assist clients in overcoming barriers that impede successful outcomes.
- Coordinated the intake process for new clients, including scheduling initial assessments and providing necessary paperwork.
- Assisted in determining appropriate referrals for clients to other community agencies or programs.
- Collaborated with multidisciplinary team members to ensure quality care is provided to all clients.
- Collaborated with physicians, social workers, and other healthcare providers to provide comprehensive care for patients.
- Monitored staff performance on a regular basis and provided feedback accordingly.
- Supervised staff while they interacted with residents in order to ensure safety protocols were followed at all times.
- Provided case management for clients in the residential program.
- Assisted in recruiting, interviewing, selecting, training, and evaluating new employees for the residential program's team.
- Maintained accurate records of client progress, incidents, and daily activities.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Prioritized and organized tasks to efficiently accomplish service goals.
Business Analyst - Business Improvements and Quick Wins
ANZ Banking Group Ltd
Melbourne, VIC
01.2002 - 04.2002
- Conducted interviews with subject matter experts to gather information on existing systems and procedures.
- Generated standard or custom reports summarizing business, financial or economic data.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Analyzed and tracked data to prepare forecasts and identify trends.
- Analyzed operational data, surfacing insights and findings to support business and technical decisions.
- Identified needs of customers promptly and efficiently.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
- Performed cost-benefit analysis of proposed changes to business processes.
- Recommended improvements to existing or proposed systems to enhance solution functionality.
- Developed innovative, fact-based and achievable strategies and operating models based on evaluations.
- Collaborated with stakeholders to define features, integrations and partnerships.
- Evaluated business processes for improvement opportunities through automation or streamlining.
- Analyzed existing systems and processes to identify areas of improvement.
- Translated user needs into actionable items that could be addressed by IT teams.
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Collaborated with stakeholders across departments to define requirements for new projects.
- Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
Team Leader - Banking Products Lending Call Centre
ANZ Banking Group Ltd
05.2000 - 12.2001
Compliance Officer
Loan Operations Centre, Colonial State Bank
05.1996 - 03.1997
Mastercard & Visa Dispute Officer and Retrievals Supervisor
Commonwealth Bank
Parramatta, NSW
10.1994 - 03.1996
Education
Bachelor of Social Work - Social Work
RMIT
Melbourne, VIC11-2026
Diploma of Community Services - Community Services
RMIT
11-2024
MARAM -
Safe and Equal
12.2023
Womin Djeka Indigenous Orientation -
RMIT
01.2023
Truth Telling: Racism and Reconciliation -
RMIT
01.2023
First Aid and CPR Certificate -
St John Ambulance
01.2023
Certificate in Governance and Risk Management -
Governance Institute
01.2019
Prince 2 Certificate in Project Management -
Axelos
01.2019
Certificate in Agile Project Management -
Hi - Logic
01.2019
Diploma of Youth Work -
Chisolm Institute of TAFE
01.2009
Diploma of Management -
Deakin University
01.2002
Skills
- Excellent ability to deliver on organisational KPI's
- Perceptive and able to anticipate needs; empathetic and accommodating
- Excellent knowledge of current regulations and frameworks relevant to community services
- Excellent written and verbal communication skills with strong client engagement skills
- A problem-solving mentality and with innovation to provide solutions for concerns
- Hardworking and able to multitask; can handle different jobs in various areas for timely and effective completion of day-to-day tasks as well as special ad hoc responsibilities
- Reliable and trustworthy, with proven track record in upholding integrity and honesty as core values for ethics and professionalism in the workplace
- Extensive experience in project management and the delivery of not-for-profit projects
- Problem-Solving
- Crisis Resolution
- Client Needs Assessment
- Team Collaborating
- Coaching and Development
- Assessing Needs
- Crisis Response
- Documentation and Recordkeeping
- Conflict Negotiation
- Relationship Building
- Case Management
- Decision-Making
- Counseling
- Goal Setting
- Intervention Planning
- Referral Coordination
- Coordinating Services
- Negotiation and Persuasion
- Conducting Assessments
Volunteer Community Work
Finbar Neighborhood House, 2005, Volunteered in the role of Community services worker at local neighborhood house, coordinating programs to engage new migrant Sudanese women from social housing to connect to local community and each other for social support and skill development.
Languages
Fiji
Limited
Hindi
Limited
References
References available upon request.
Timeline
Case Manager, Student Placement
Melbourne City Mission
09.2023 - 11.2023
Risk and Compliance Analyst
Computershare
11.2020 - 03.2023
Senior Customer Service Consultant
Computershare Georgeson
11.2018 - 11.2020
Loan Consultant
ANZ Esanda
05.2011 - 07.2018
Residential Program Care Co-Ordinator
Lighthouse Foundation
02.2003 - 05.2011
Business Analyst - Business Improvements and Quick Wins
ANZ Banking Group Ltd
01.2002 - 04.2002
Team Leader - Banking Products Lending Call Centre
ANZ Banking Group Ltd
05.2000 - 12.2001
Compliance Officer
Loan Operations Centre, Colonial State Bank
05.1996 - 03.1997
Mastercard & Visa Dispute Officer and Retrievals Supervisor
Commonwealth Bank
10.1994 - 03.1996
Bachelor of Social Work - Social Work
RMIT
Diploma of Community Services - Community Services
RMIT
MARAM -
Safe and Equal
Womin Djeka Indigenous Orientation -
RMIT
Truth Telling: Racism and Reconciliation -
RMIT
First Aid and CPR Certificate -
St John Ambulance
Certificate in Governance and Risk Management -
Governance Institute
Prince 2 Certificate in Project Management -
Axelos
Certificate in Agile Project Management -
Hi - Logic
Diploma of Youth Work -
Chisolm Institute of TAFE
Diploma of Management -
Deakin University
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