Rafaella Higgins
Brisbane
Summary
I am keen to continue contributing to the Department of Veterans Affairs to expand my records management knowledge and skills while playing an important role in looking after Veterans and their families. I am enthusiastic, enjoy working in a fast-paced environment and like to be challenged. I thrive under pressure and get satisfaction of meeting deadlines/project outcomes. 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
6
6
years of professional experience
2023
2023
years of post-secondary education
Work History
Admin Assistant
Department of Veterans' Affairs
10.2024 - Current
- Maintenance of Parliamentary Document Record (PDR) templates
- Continuous development and maintenance of user education materials
- Liaise with Secretary’s Office and Ministerial and Parliamentary Section for system requirements
- Maintenance of business area groupings, based on the needs from the Divisional Coordinators, Deputy Secretary’s Office and Secretary’s Office.
- User profiles management
- Help desk support to users
- Liaise with PDMS Agency Support (Finance), ICT Support (DVA), SES ICT Support (Services Australia), FORTRESS Admin (DVA), VANguard Support (Industry) to resolve any system access issues reported by users.
- Customise 3 separate DVA PDMS environments (Official, protected and Trainings)
- Delivery of accurate and effective solutions and guidance to system users
- Continual development in effective communications
Records Officer
Department of Veterans' Affairs
04.2024 - 10.2024
- Using a high level of attention to detail to resolve mail issues; such as classification problems and noticing documents that require redaction or splitting
- Quickly learnt and understood how to correctly and accurately classify and process digitised mails, according to Master Mail Rules and IT workarounds
- Expanded my knowledge of HP Content Manager (CM9) and gained a high level of understanding of Process Direct
- Quickly learnt the procedures for moving documents to CM9 from Process Direct.
- Using complex excel spreadsheets to analyse information and report data
- Using a high level of attention to detail to resolve mail issues; such as classification problems and noticing documents that require redactions or splitting
- Utilising Adobe effectively to undertake document redaction and splitting procedures
Records Officer
Department of Veterans' Affairs
04.2023 - 04.2024
- Manage a busy group mailbox
- Ensure requests are processed in a timely manner
- Problem solving and investigations, mail delivery and other mail issues
- High level of Excel usage and knowledge
- Follow up queries and explain processes of Mail & Courier to stakeholders
- Quality Assurance of Digital Mail
- Great relationship with both internal and external stakeholders
- Highly efficient in prioritising and coordinating national courier requests
- Monitoring and processing documents in several mailboxes in CM9
- High level of oral and written communication and attention to detail.
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 client files
- Reconciliation and assignment of boxed files for destruction
- Quality Assurance of digitised records and correction of any identified errors
- Understand and teach the importance of maintaining accurate records to preserve veterans and Australia's history
- Data management in CM9 and Process Direct
Assistant Store Manager
Escape 2, Phoenix Leisure Group
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
Education
Diploma -
Nursing TAFE Queensland
Skills
- Advanced knowledge of TRIM
- Process Direct
- Parliamentary Document Management System (PDMS)
- Organizational record keeping skills
- High attention to detail
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Customer service
- Fast learner
- Problem solving
- Excellent prioritising and multitasking ability
- Work independently
- Teamwork
- Maintain working relationships with stakeholders
Timeline
Admin Assistant
Department of Veterans' Affairs
10.2024 - Current
Records Officer
Department of Veterans' Affairs
04.2024 - 10.2024
Records Officer
Department of Veterans' Affairs
04.2023 - 04.2024
Quality Assurance Officer
Department of Veterans' Affairs
11.2022 - 04.2023
Assistant Store Manager
Escape 2, Phoenix Leisure Group
04.2021 - 01.2022
Student Advisor
ILSC Education Group
09.2019 - 01.2021
Diploma -
Nursing TAFE Queensland
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