RAFAELLA HIGGINS
Brisbane
Summary
To continue contributing to the Department where my knowledge, skills & enthusiasm will be challenged to play an important role in meeting project outcomes. I enjoy working in a fast-paced environment. I am personable, punctual and able to work in both an autonomous and/or team orientated position. I work well under pressure and have had experience with several software programs.
Overview
8
8
years of professional experience
Work History
Mail & Courier Processing/Records Officer
Department of Veterans' Affairs
04.2023 - Current
- Manage a busy group mailbox
- Ensure log, courier and other mailing requests are processed in a timely manner
- Problem solving and investigations for solving mail delivery issues
- High level of Excel usage and knowledge
- Follow up queries and explain processes of Mail & Courier to stakeholders
- Quality Assurance checking of Digital Mail
- I have gained great relationship with both internal and external stakeholders
- Highly efficient in coordinating courier requests all across the country
- Monitoring the RTS and TFN mailbox in CM9 /TRIM
- High level of oral and written communication and attention to detail.
Records/ Quality Assurance Officer
Department of Veterans' Affairs
11.2022 - 04.2023
- With multiple reporting lines depending on the specific role function, my role was focused on the project of digitizing living and deceased client files of WWII Veterans
- Reconciliation and assignment of boxed files for destruction
- Quality Assurance of digitized records and rectification of any identified errors
- Preparation of paper records for consignment to the NAA
- Learnt the importance of maintaining both physical and digital records to preserve veterans and Australia's history
- Data management in CM9 and Process Direct
Assistant Store Manager
Escape 2, Phoenix Leisure Group / DFO
04.2021 - 01.2022
- Reporting directly to the General Business Manager, my role involved a varied range of tasks with a focus on customer service
- Store open and close
- Customer service and retail sales
- Stock cataloguing, ordering, restocking
- Reconciliation and handling of cash and EFTPOS 2IC with day-to-day management and leadership responsibilities.
Student Advisor
ILSC Education Group
09.2019 - 01.2021
- Working for an English Language School, providing support to new and existing students
- Registering students to educational courses
- Provided marketing support to the language school
- Supported the team leader with administration tasks and office duties
- Using problem solving and negotiation skills when dealing with complaints and feedback
Receptionist/Sales Assistant
George & Matilda Eye Care
05.2016 - 07.2017
- Reporting directly to the business owner, the role involved a varied range of tasks with a focus on customer service
- Answering calls, emails, and client bookings
- Utilizing CRM software to manage client information
- Having a thorough understanding of Medicare and HiCaps billing and procedures
- Providing sales assistance in selling frames, lenses, and care products
- Banking and opening/closing the store
Education
Diploma -
Nursing TAFE Queensland
12.2022
Skills
- Advanced knowledge of CM9 and Process Direct
- Organizational skills for record keeping
- High attention to detail in processing documents
- High level of knowledge using Microsoft Word, Excel, Outlook
- Interpersonal skills to learn and teach new processes
- Fast learner
- Problem solving
- Excellent multitasking ability
- Works independently or as part of a team
- Strong attention to detail
Languages
Fluent English
Portuguese
References
- Sarah Roberts
Assistant Director, Department of Veterans' Affairs
Sarah.Roberts@dva.gov.au 0408 288 907
- Anne McDonald
Team Leader, Department of Veterans' Affairs
Anne.McDonald@dva.gov.au 0420 372 067
Timeline
Mail & Courier Processing/Records Officer
Department of Veterans' Affairs
04.2023 - Current
Records/ Quality Assurance Officer
Department of Veterans' Affairs
11.2022 - 04.2023
Assistant Store Manager
Escape 2, Phoenix Leisure Group / DFO
04.2021 - 01.2022
Student Advisor
ILSC Education Group
09.2019 - 01.2021
Receptionist/Sales Assistant
George & Matilda Eye Care
05.2016 - 07.2017
Diploma -
Nursing TAFE Queensland
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