Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Panita Tovicha

Stirling,ACT

Summary

Dynamic Passport Case Officer with a strong work ethic and exceptional communication skills, recognised for delivering outstanding service at the Australian Passport Office. Proven ability to manage competing priorities while ensuring data integrity and compliance, contributing to team success in a high-volume environment.

Dedicated customer service professional with 10 years experience in banking industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to organisation success.

Overview

11
11
years of professional experience

Work History

Passport Case Officer

Australian Passport Office - Department of Foreign Affairs and Trade
07.2024 - Current
  • Processing Australian passport applications in line with the Australian Passports Act 2005, relevant policies, and departmental guidelines.
  • Conducting verification of identity and supporting documents to ensure compliance and detect potential fraud or misuse.
  • Delivering accurate, timely, respectful customer service over the phone and in email writing, in accordance with APS values and service standards.
  • Applying sound judgement when assessing complex or exceptional cases, escalating matters as appropriate to specialised teams.
  • Maintaining accurate record in departmental system while ensuring data integrity and privacy compliance.
  • Contributing to the effective operation of the team by managing competing priorities in high-volume processing environment.
  • Building and maintaining collaborative relationships with both internal and external stakeholders.
  • Adhering to workplace health, safety and diversity policies while upholding the APS Code of Conduct and departmental values.

Customer Service Specialist/ Advisor

Westpac Group (St George Bank)
11.2014 - 07.2024
  • Served customers by completing account transactions. Providing account services to customers by receiving deposits and loan payments, cashing cheques and issuing savings withdrawals.
  • Answered questions in person or on telephone and referring customers to other banking services as necessary.
  • Cross-sold bank products by answering enquiries, informing customers of new services and promotions, ascertaining customers' needs, and directing customers to a branch representative.
  • Reconciled cash drawer by providing cash transactions, counting and packaging notes and coins.
  • Maintained supply of cash and turning in excess notes, coins and mutilated items to the Cash Management team.
  • Assisted customers in opening, managing, and optimising their bank accounts and other products.
  • Pursued leads and potential customers to expand services and products offered.
  • Resolved issues regarding customer accounts.
  • Performed other administrative duties (such as data entry into Bank software).
  • Complied with bank operations and security procedures by completing mandatory assessments.
  • Maintained customer confidence and protecting bank operations by keeping information confidential.
  • Contributed to team effort by accomplishing related results as needed.

Education

Master of International Business -

University of Canberra
Canberra, ACT

Bachelor of Business Administration -

Mahidol University International College
Thailand

Skills

  • Strong work ethic
  • Organisational skills
  • Highly effective communication
  • Active listening
  • Time management
  • Problem-solving
  • Client interaction
  • Attention to detail

Accomplishments

  • August 2019: ACT Monthly Awards for "Providing Outstanding Service"
  • September 2018: “Having Great Customer Conversations” Award March 2013: Star Awards
  • Statement of Attainment issued by Deakin Prime Corporate Education:

    • - Establish client relationships and analyse needs

    - Develop, present and negotiate client solutions

Languages

Thai
Native or Bilingual

Timeline

Passport Case Officer

Australian Passport Office - Department of Foreign Affairs and Trade
07.2024 - Current

Customer Service Specialist/ Advisor

Westpac Group (St George Bank)
11.2014 - 07.2024

Master of International Business -

University of Canberra

Bachelor of Business Administration -

Mahidol University International College

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Panita Tovicha