Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Norah Vaa

Norah Vaa

Summary

Dynamic professional with strong analytical, communication, and teamwork skills, demonstrating a proven ability to adapt swiftly to new environments. Committed to contributing to team success while continuously developing professional expertise and expanding knowledge. A positive attitude and dedication to lifelong learning drive a passion for assisting others and achieving collective goals. Prepared to embrace new challenges and advance organizational objectives with enthusiasm and a results-oriented mindset.

Overview

24
24
years of professional experience

Work History

AO3 Service Officer – Permanent

Queensland Treasury – Debt Management Centre
05.2023 - Current
  • Trainer/ Facilitator
  • Managing client relationships
  • Debt negotiation/ Collection
  • Ensuring compliance standards upheld & kept.
  • Maintaining accurate records are upheld within organization policy.
  • Navigating & investigating multiple databases then interpreting information to provide a positive outcome

Customer Service Advisor

Smart Service Queensland – Brisbane Area
05.2017 - 05.2023
  • Providing up-to-date, accurate information pertaining to multiple Qld Govt services.
  • Navigating multiple databases, systems.
  • Ensuring training was up to date with current legislations.
  • Assisting with new trainees – Buddying.
  • Relevant trained services - SPER - Sound knowledge SperCore, Processes, Disputes, Negotiation, Deferrals, general info.
  • TMR – Use of TICA, updating addresses, providing general info
  • Reason for Leaving: Transfer of Departments

Entertainment Host

Timeout Entertainment – Assorted Sites, Brisbane Area
05.2015 - 01.2017
  • Customer engagement and entertainment
  • Program/ Venue setup and operation
  • Quiz reviewing and writing
  • Patrons/ Client feedback has been of high standards.
  • Maintained high patronage numbers on weekly basis
  • Reason for leaving: Full-time employment.

Events & Activities Coordinator

ED Collective - (Based in Rotorua) Auckland, New Zealand
02.2014 - 03.2015
  • Organizing and managing major and minor events throughout the year for up to 2000 students. A number of my events were noted in regional/national newspapers and on television.
  • Setting budgets and ensuring budgets were adhered to. All my events came in under budget.
  • Sourcing sponsorship from local and national organisations
  • Building and maintaining strong professional relationships with multiple stakeholders including greater community groups.
  • I re-established working relationships with internal departments that were previously disengaged and played a pivotal role in creating new student representation systems across the Institute.
  • Student advocacy, facilitating mediation between student/s and institute staff.
  • Established databases for various student interest, social and representation groups. Reporting trends, issues and any concerns.
  • Reason for leaving: Relocated overseas.

Office Administration - Rotorua, New Zealand

WITSA (Waiariki Institute of Technology Student Association)
02.2013 - 02.2014
  • Advocacy, welfare and mediation of sometimes sensitive student cases
  • Handling student association and association president administration
  • Responding to front desk, online and phone queries
  • Managing onsite student association shop, reconciling daily cash and inventory
  • Media management – updating website and social media pages including institutes allocated Moodle page.
  • I increased foot traffic by 40%, phone and website traffic by 20%
  • I restored and maintained working relationships between regional campuses.
  • Reason for leaving: Contracted to Events & Activities Coordinator position.

Multiple Roles – Waikato/Bay of Plenty Region, New Zealand

First Security Ltd/ Chubb Protective Services
01.2002 - 01.2011
  • Training and recruitment of new staff. Ensuring they knew all security procedures and client requirements were adhered too. This included keeping up to date with new legislations.
  • Responding, investigating and reporting of any disturbances, complaints, alarm activations and vandalism.
  • Ensuring security procedures were followed with cash pickups, exchange and drop off.
  • Maintain 100% accuracy of records – incidents, cash, abatement notices and trespass notices.
  • Regular meetings with clientele to ensure continuous improvement and customer satisfaction.
  • Regular security patrols – mobile, cash in transit, static and personnel guard.
  • Reason for leaving: To pursue full time study.

Education

Bachelor in Tourism Management - Tourism

Waiariki Institute of Technology
Rotorua, NZ

Skills

  • TICA operational experience
  • Skilled in utilizing SperCore
  • Effective negotiation techniques
  • Facilitating training for new cohorts on SPER fundamentals
  • Preparation of weekly and monthly reports
  • Developing cost-effective solutions
  • Stakeholder engagement
  • Team leadership
  • Customer relationship management
  • Promotional campaign management
  • Employee training

Accomplishments

  • Maintaining a consistent high QA standard of a 95% average.
  • Facilitating and delivering new programs.
  • Conflict Resolution - Responsible for handling customer inquiries, accurately providing information to ensure complaints and customer satisfaction on a daily basis.
  • Collaborated with team of ten people in the development of Resilient Homes Funds project.


Timeline

AO3 Service Officer – Permanent

Queensland Treasury – Debt Management Centre
05.2023 - Current

Customer Service Advisor

Smart Service Queensland – Brisbane Area
05.2017 - 05.2023

Entertainment Host

Timeout Entertainment – Assorted Sites, Brisbane Area
05.2015 - 01.2017

Events & Activities Coordinator

ED Collective - (Based in Rotorua) Auckland, New Zealand
02.2014 - 03.2015

Office Administration - Rotorua, New Zealand

WITSA (Waiariki Institute of Technology Student Association)
02.2013 - 02.2014

Multiple Roles – Waikato/Bay of Plenty Region, New Zealand

First Security Ltd/ Chubb Protective Services
01.2002 - 01.2011

Bachelor in Tourism Management - Tourism

Waiariki Institute of Technology

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Norah Vaa