Nicole Harris
Kingston
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organisational objectives with dedication and enthusiasm.
Overview
2026
2026
years of professional experience
Work History
APS 4 Passport Case Officer
Department of Foreign Affairs and Trade
10.2023 - Current
- Evaluated and processed case applications while ensuring compliance with departmental policies.
- Conducted in-depth research and analysis to inform strategic decision-making on complex cases.
- Collaborated with cross-functional teams to streamline case management processes and enhance service delivery.
- Developed comprehensive reports outlining case findings and recommendations for senior leadership review.
- Mentored junior staff on case assessment methodologies, fostering professional growth and operational efficiency.
- Participated in ongoing professional development opportunities.
- Managed sensitive information discreetly, maintaining confidentiality as required by law or company policy.
- Conducted thorough investigations to gather relevant information, leading to more accurate case assessments.
- Achieving key performance indicator targets
- Monitored case progress, identifying potential issues and implementing solutions promptly.
- Provided support for the development of procedural guidelines and best practices.
After Hours Duty Officer
Department of Foreign Affairs and Trade
04.2025 - Current
- Coordinated crisis response efforts, ensuring effective communication across departments and stakeholders.
- Provided exceptional customer service, addressing concerns promptly and professionally.
- Collaborated with other departments to ensure smooth operations and effective coordination during critical incidents.
- Opening and closing of premises
- Proficient in all in-house systems
Higher Duties- Relief Team Leader
Department of Foreign Affairs and Trade
- Coordinated daily operations to ensure efficient workflow and team productivity.
- Assisted in training team members on operational procedures.
- Implemented process improvements that enhanced team performance and reduced downtime.
- Prepared reports on team performance, identifying areas for enhancement and training needs.
- Supported management in strategic planning initiatives to optimize resource allocation.
- Boosted overall team performance by providing constructive feedback and reinforcing positive behaviour's during debriefs.
- Maintained open lines of communication among team members, promoting collaboration and efficient problem-solving during high-pressure situations.
- Facilitated post-emergency debriefings aimed at continuous improvement within the organization''s emergency response strategies.
- Evaluated team member performance regularly, identifying areas for improvement and offering targeted support where needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained database systems to track and analyze operational data.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Production Service Support Officer
Australian Passport Office (contractor for Randstad)
08.2022 - 10.2023
- Training team members in new tasks
- Prepared and processed applications and documents for use in scanning
- Process Immediate and priority applications from start to finish
- Managed time efficiently in order to complete all tasks within deadlines.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Supervised and evaluated assigned staff members and newly hired officers.
- Maintained records and updated internal databases to support document management.
- Assisted in improving standard operational procedures (SOPs)
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Opened and properly distributed incoming mail
- Operated digital inbox
- Assisted in customer service success rates by quickly resolving issues.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance
- maintained and updated filing systems for paper and electronic documents.
- Resolved issues with applications with systems and hard copies
- Provided backup to front of house to step in to assist with various tasks whenever employee was absent or at lunch.
- Set priorities and problem-solved workflow issues to maintain rapport with customers
Inbound Customer Service Representative
Australia Post
05.2022 - 08.2022
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Resolved complaints to satisfy customers and encourage future transactions.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted available products and services to customers during service, account management, and order calls.
Self Employed – Fitness and lifestyle coach
Dynamic Body Bliss
12.2019 - 10.2021
Inbound Customer Service Agent
Virgin Australia
10.2011 - 01.2014
Education
Certificate 3 and 4 in Fitness Education -
Skills
- Baseline effective 05/2024
- Negative Vetting 2 - Currently under process
- Task organization
- Database systems administration
- Document and record keeping organisation
- Technical application support
- Service excellence
- Technical problem-solving
- Strong professional presence
- Documentation and reporting
- Complaint resolution
- Analytical problem-solving
- Empathetic communication
- People management
Timeline
After Hours Duty Officer
Department of Foreign Affairs and Trade
04.2025 - Current
APS 4 Passport Case Officer
Department of Foreign Affairs and Trade
10.2023 - Current
Production Service Support Officer
Australian Passport Office (contractor for Randstad)
08.2022 - 10.2023
Inbound Customer Service Representative
Australia Post
05.2022 - 08.2022
Self Employed – Fitness and lifestyle coach
Dynamic Body Bliss
12.2019 - 10.2021
Inbound Customer Service Agent
Virgin Australia
10.2011 - 01.2014
Higher Duties- Relief Team Leader
Department of Foreign Affairs and Trade
Certificate 3 and 4 in Fitness Education -
References
Current Team Leader - Brisbane Passport Office
Kim Davies - 07 3234 7739
kim.davies@dfat.gov.au
Team manager, Brisbane Passport Office
Jennifer Pearce- 07 3405 4752
Jennifer.pearce@dfat.gov.au
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