Rupa Ali
Punchbowl,Australia
Summary
Motivated Project and Operations Professional experienced in coordinating complex projects and operational activities within Australian Public Service. Delivered high-quality outcomes through stakeholder engagement, effective prioritization, and continuous improvement initiatives. Focused on enhancing service delivery and supporting organizational objectives while completing a Bachelor of Podiatry Medicine.
Overview
8
8
years of professional experience
Work History
APS6 Senior Appeal Officer
Services Australia
06.2025 - Current
- Coordinate complex case reviews and operational activities involving multiple stakeholders while ensuring compliance with legislative requirements, organisational policies and service standards.
- Analyse complex evidence, operational data and legislative information to prepare high-quality reports, recommendations and evidence-based decisions that support continuous improvement.
- Build and maintain collaborative relationships with internal business units and external agencies to facilitate effective communication, resolve complex issues and achieve positive outcomes.
- Mentor and provide guidance to APS5 staff through coaching, quality assurance and knowledge sharing to strengthen team capability and operational consistency.
- Identify emerging trends, risks and systemic issues through data analysis and contribute recommendations that improve organisational performance and service delivery.
- Manage competing priorities within a high-volume environment while maintaining accuracy, professionalism and strong stakeholder engagement.
Permanent APS4 Debt management Officer
Services Australia
Brisbane CBD
02.2023 - 06.2025
- Coordinated complex customer case management activities while ensuring compliance with legislative requirements, organisational policies and service delivery standards.
- Built and maintained effective relationships with internal and external stakeholders to resolve enquiries, negotiate outcomes and deliver high-quality customer service.
- Prepared and maintained accurate records, documentation and operational reports to support decision-making and compliance requirements.
- Provided national technical support, quality assurance and mentoring to new employees, contributing to workforce capability and operational excellence.
- Coordinated team activities, monitored workflow and identified opportunities to improve operational processes and service delivery.
- Supported continuous improvement initiatives by sharing knowledge, resolving operational issues and promoting best practice across national teams.
Acting APS5 Operations Leader
Services Australia
11.2024 - 04.2025
- Coordinated operational projects, team workflows and resource allocation to ensure business objectives and service delivery targets were achieved.
- Collaborated with managers and multidisciplinary teams to plan, implement and monitor operational initiatives while maintaining quality and compliance standards.
- Monitored team performance, analysed operational outcomes and contributed recommendations to improve efficiency, productivity and customer service.
- Built strong working relationships with internal stakeholders to resolve operational issues, coordinate activities and support organisational priorities.
- Provided leadership, coaching and performance support to team members while fostering a collaborative and high-performing work environment.
- Supported continuous improvement initiatives through reporting, workflow analysis and implementation of best practice processes.Coordinated operational projects, team workflows and resource allocation to ensure business objectives and service delivery targets were achieved.
- Collaborated with managers and multidisciplinary teams to plan, implement and monitor operational initiatives while maintaining quality and compliance standards.
- Monitored team performance, analysed operational outcomes and contributed recommendations to improve efficiency, productivity and customer service.
- Built strong working relationships with internal stakeholders to resolve operational issues, coordinate activities and support organisational priorities.
- Provided leadership, coaching and performance support to team members while fostering a collaborative and high-performing work environment.
- Supported continuous improvement initiatives through reporting, workflow analysis and implementation of best practice processes.
Acting APS5 Facilitating Officer
Services Australia
02.2024 - 02.2024
- Planned, coordinated and delivered national induction and training programs for new employees using Microsoft Teams and other digital learning platforms.
- Developed and maintained training resources, guidance materials and documentation to support consistent onboarding and workforce capability.
- Collaborated with managers, subject matter experts and operational teams to ensure successful delivery of training programs and organisational objectives.
- Built positive relationships with new employees by providing ongoing coaching, mentoring and operational support throughout their onboarding journey.
- Monitored participant progress, responded to enquiries and continuously improved learning outcomes through feedback and evaluation.
- Recognised with the Employee of the Year Award for outstanding service delivery during national facilitation programs and exceptional leadership support as Acting Operations Leader within the Payment Debt Recovery (PDR) team.
Ground & Lounge Crew
Virgin Airlines
Brisbane, QLD
03.2022 - 02.2023
- Coordinated daily operational activities across domestic and international airport environments, ensuring efficient service delivery while managing competing priorities in a fast-paced setting.
- Built and maintained positive relationships with passengers, airline personnel and airport stakeholders by delivering professional, customer-focused service and resolving enquiries effectively.
- Collaborated with multidisciplinary teams to support the coordination of boarding processes, lounge operations and passenger services, ensuring operational deadlines and service standards were consistently achieved.
- Maintained accurate passenger records and operational documentation while ensuring compliance with aviation regulations, organisational policies and safety procedures.
- Identified and resolved operational issues proactively, adapting to changing priorities and contributing to the continuous improvement of customer experience and service delivery.
- Demonstrated strong organisational, communication and problem-solving skills while supporting high-volume operations and delivering exceptional service in a dynamic environment.
Home loan hardship case management manager
ANZ
Sydney
01.2019 - 02.2022
- Managed a portfolio of complex hardship cases by coordinating customer support, assessing financial circumstances and delivering tailored repayment solutions.
- Developed strong relationships with customers and internal stakeholders to facilitate effective communication and achieve positive, customer-focused outcomes.
- Analysed financial information, prepared case documentation and maintained accurate records in accordance with regulatory and organisational requirements.
- Coordinated multiple cases simultaneously while meeting strict service standards, compliance obligations and performance targets.
- Identified risks, resolved complex customer enquiries and contributed to continuous improvement through process enhancements and collaborative problem-solving.
- Delivered empathetic, professional and high-quality service while supporting customers experiencing financial hardship and vulnerability.
Education
Bachelor - Podiatric Medicine
University of Western Sydney
Sydney, NSW03-2026
Bachelor - Medical Science
UWS
NSW06-2021
Certificate iii and iv - ICT
Tafe NSW
Beverly Hills01-2018
Highschool - undefined
Beverly Hills Girls High School
Beverly Hills01-2017
Skills
- Demonstrated ability to coordinate projects and operational activities, effectively managing competing priorities while consistently meeting deadlines and organisational objectives
- Proven experience building and maintaining strong relationships with internal and external stakeholders through effective communication, collaboration and stakeholder engagement
- Highly organised with excellent administrative skills, including maintaining accurate records, coordinating documentation and ensuring compliance with organisational policies and procedures
- Strong analytical and problem-solving skills, with experience interpreting complex information, analysing data, preparing reports and identifying opportunities for continuous improvement
- Excellent written and verbal communication skills, with the ability to prepare professional reports, facilitate training, present information and engage confidently with diverse stakeholders
- Experienced in leading, mentoring and supporting teams, coordinating training programs and fostering a collaborative, high-performing work environment
- Proficient in Microsoft Office Suite (Excel, Word, Outlook, Teams and PowerPoint) and experienced using case management and database systems to support operational efficiency and informed decision-making
Employee of the year award
Recognised for outstanding service delivery during national facilitation programs and for providing exceptional ongoing leadership and operational support while acting as an Operations Leader within the Payment Debt Recovery (PDR) team.
Timeline
APS6 Senior Appeal Officer
Services Australia
06.2025 - Current
Acting APS5 Operations Leader
Services Australia
11.2024 - 04.2025
Acting APS5 Facilitating Officer
Services Australia
02.2024 - 02.2024
Permanent APS4 Debt management Officer
Services Australia
02.2023 - 06.2025
Ground & Lounge Crew
Virgin Airlines
03.2022 - 02.2023
Home loan hardship case management manager
ANZ
01.2019 - 02.2022
Highschool - undefined
Beverly Hills Girls High School
Bachelor - Podiatric Medicine
University of Western Sydney
Bachelor - Medical Science
UWS
Certificate iii and iv - ICT
Tafe NSW