FATIMA HAKEEM
Summary
Driven professional with a solid foundation in customer service and a successful track record in navigating fast-paced environments. With experience as a Homelessness Project Officer, I've gained exceptional communication and interpersonal skills, adeptly addressing diverse community needs and fostering collaborative networks. As an Grants Officer, I've demonstrated proficiency in leading funding programs, managing grant administration, and forging partnerships to achieve tangible outcomes. Currently pursuing a Bachelor of Social Work degree, I bring a commitment to assisting clients in achieving positive outcomes and a dedication to continuous learning. Proactive and adaptable, I leverage my diverse skill set to thrive in challenging situations and contribute meaningfully to organisational goals.
Overview
8
8
years of professional experience
Work History
Grants and Funding Support Officer
Cumberland City Council
01.2024 - Current
- Led funding programs and identified diverse funding sources while managing grant management administrative procedures.
- Applied community development principles and engaged with various community stakeholders to understand and address local needs.
- Collaborated with new and emerging communities, implementing capacity building initiatives to achieve tangible outcomes at a local level.
- Managed financial aspects of grants, maintaining accurate records and monitoring expenditure to ensure compliance.
- Utilized project management skills to plan, implement, and evaluate community programs effectively.
- Demonstrated exceptional organizational abilities, including efficient time management and multitasking, even under pressure.
- Engaged with a diverse range of groups, including Aboriginal and Torres Strait Islander communities and culturally and linguistically diverse communities.
- Fostered partnerships with the community, local businesses, organisations, institutions, and government bodies to achieve tangible improvements.
- Facilitated meetings and conducted consultations with various stakeholders, including individuals, community groups, government agencies, and service providers.
- Communicated effectively through various mediums, including Council reports, funding applications, formal correspondence, policies, presentations, and promotional material.
- Employed innovative and analytical thinking to solve complex issues and recommend long-term strategic directions.
- Demonstrated commitment to delivering high-quality customer service and resolving conflicts effectively.
- Utilised high-level administrative skills, including attention to detail, record maintenance, and proficiency in Microsoft Office.
Homelessness Project Officer
Cumberland City Council
04.2023 - Current
- Proactively engaged and responded to local issues in a timely manner to enhance amenity, considering the unique needs of diverse neighbourhoods across Cumberland.
- Improved coordination in delivering Council services within the Local Government Area (LGA), including local wards or specific focus areas.
- Increased awareness of Council services to foster improved relationships and collaborative networks.
- Supported internal Council services to enhance the amenity of local centres and neighbourhoods, contributing to the enhancement of local identity.
- Conducted place audits to assess local needs and challenges.
- Organised community events to engage residents and stakeholders in addressing homelessness
- Advocated for homelessness and affordable housing initiatives to raise awareness and support within the community and among stakeholders.
Client Service Officer
Department of Communities and Justice (Housing NSW)
11.2021 - 12.2022
- Worked directly with clients and their advocates to provide advice and assistance on housing options based on an assessment of eligibility and client needs, whilst keeping with relevant legislation, policies, and procedures
- Worked collaboratively with internal and external service providers and made referrals where additional support requirements are identified to better meet client's needs
- Completing MRG reports
- Managed client information to ensure confidentiality, accuracy, and integrity
- Manage tenancies and support clients to maintain successful tenancies
- Answered customer inquiries, provided information and assistance over the phone, email
- Resolved customer complaints and disputes in a timely and efficient manner
- Followed up with customers to ensure that their needs have been met and to gather feedback
- Helped clients navigate the company's systems and processes.
- Maintained detailed records of all client interactions, ensuring accurate information was available for reference during future engagements.
- Demonstrated excellent analytical skills by identifying patterns in client behavior and proactively addressing potential issues before they escalated.
- Delivered high-quality customer support by efficiently managing multiple priorities while maintaining a positive attitude under pressure situations.
- Communicated with clients regarding account services, statements, and balances.
Sales Assistant
Supr'e
11.2020 - 03.2022
- Provided an outstanding in-store experience through positive and attentive customer service
- Assisted customers with signing up for store loyalty programs and provide details about key benefits
- Promoted partnering foundation organisations
- Maintained up-to-date knowledge of store sales, payment policies, and security standards
- Enhanced customer satisfaction ratings by resolving issues efficiently
- Monitored customers for signs of security concerns and escalated issues to management
- Supervised and trained sales associates and other staff members
- Assisted with the management of inventory and ordering of new merchandise
- Handled customer complaints and resolved issues.
Sales Assistant
Best & Less
07.2018 - 11.2020
- Opened, shelved, and merchandised new products in visually appealing and organised displays for optimal sales promotions
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Used in-store system to locate inventory and place special orders for customers.
- Processed transactions accurately while maintaining a high level of customer service.
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Increased sales by building strong customer relationships and providing excellent service.
- Assisted with cleaning duties to maintain high standards of in-store presentation and hygiene
- Provided service with a smile, offering courteous, helpful advice to best meet customer needs
- Sought opportunities to up-sell and add-on additional merchandise
- Set aside merchandise for on-hold reservations
- Set up store for opening and closing.
Dental Assistant
SNK Dental
01.2020 - 09.2020
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
Customer Service Team Member
KFC
06.2016 - 04.2018
- Mentored new hires by sharing best practices and experiences which resulted in faster onboarding and increased confidence in handling customer interactions.
- Maintained thorough knowledge of products and services to provide accurate information to customers, increasing trust in the brand.
- Maintained clean, sanitized, and well-organised food preparation zones
- Greeted customers promptly and took orders to keep the flow of traffic moving
- Checked completed orders for accuracy and bagged meals for easy carrying.
Education
BACHELOR OF SOCIAL WORK -
University of Western Sydney
12.2024
DIPLOMA OF COMMUNITY SERVICES (CASE MANAGEMENT) -
TAFE
Quakers Hill, NSW12.2020
CERTIFICATE III IN RETAIL -
TAFE
Rooty Hill, NSW12.2019
High School Diploma -
Rooty Hill High School
Rooty Hill, NSW11.2019
Skills
- Critical thinking and problem solving
- Fast Learner
- Adaptability
- Leadership Skills
- Effective Time Management
- Ability to Work in a Team
- Customer Service
- Attention to Detail
- Self-motivated & target-driven
- Strong verbal/ non-verbal communication
- Hardworking
- Highly developed interpersonal telephone skills
- Experience utilising trauma-informed and strength-based approach
- Social understanding
Volunteer Experience
Western Sydney Community Centre, Auburn 06/2022-21/11/2022
- Utilised a trauma-informed and strengths-based approach
- Provided clients with complex needs with case management, including advocacy
- Engaged with clients in distressing and vulnerable circumstances
- Scheduled appointments and meetings
- Organised and maintained files and records
- Prepared documents and presentations
- Managed calendars and schedules
- Coordinated travel arrangements
- Processed invoices and expense reports
- Performed data entry and maintained databases
- Provided customer service and support
- Assisted with projects and special assignments
- Managed and maintained office equipment
- Helped with research and evaluation
- Assisted with fundraising and awareness campaigns
- Assisted with outreach and engagement
- Maintained and formed strong and professional networks with external stakeholders
- Answering phone calls and responding to emails
Timeline
Grants and Funding Support Officer
Cumberland City Council
01.2024 - Current
Homelessness Project Officer
Cumberland City Council
04.2023 - Current
Client Service Officer
Department of Communities and Justice (Housing NSW)
11.2021 - 12.2022
Sales Assistant
Supr'e
11.2020 - 03.2022
Dental Assistant
SNK Dental
01.2020 - 09.2020
Sales Assistant
Best & Less
07.2018 - 11.2020
Customer Service Team Member
KFC
06.2016 - 04.2018
BACHELOR OF SOCIAL WORK -
University of Western Sydney
DIPLOMA OF COMMUNITY SERVICES (CASE MANAGEMENT) -
TAFE
CERTIFICATE III IN RETAIL -
TAFE
High School Diploma -
Rooty Hill High School
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<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation
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