Sagal Hersi
Tarneit,VIC
Summary
Dynamic Administrative Officer with a proven track record at Noora Care Service, excelling in client coordination and operational policy development. Recognized for exceptional communication and attention to detail, I effectively enhance service efficiency while fostering strong relationships. A self-starter committed to continuous improvement and delivering high-quality customer service.
Motivated professional with several years of experience offering office support in industry. Energetic and reputable individual possessing strong work ethic, professional demeanor and superb initiative. Exceptional customer service and decision-making skills.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
Administrative Officer
Noora care service
Melbourne , Vic
06.2024 - 08.2025
- Managed scheduling and coordination of client appointments for care services.
- Maintained accurate records of client information and service delivery schedules.
- Assisted in the development of operational policies for improved service efficiency.
Call Centre Agent
Bank of Queensland
08.2022 - 03.2023
- Receive and handle inbound calls with checking balances, status of accounts and connecting callers with other bank personnel.
- Home loan inquiries, confirm rate and repayment dates.
- Maintain service standards for quality customer service.
- Promote self service functions and mobile banking.
Customer Administration Officer
Serco Australia
03.2021 - 02.2022
- Ensuring the integrity and compliance of information and customer data.
- Exhibiting excellent customer service, written, and spoken communication skills.
- Maintaining confidentiality and impartiality.
- Ability to demonstrate composure and tolerance when handling difficult calls.
- Completed tasks under pressure and in an accurate and timely manner.
- Ability to ask relevant questions to ascertain and filter through information.
- Committed myself to continuous improvement and professional development.
- Answering calls from members of the public and promptly logging all incidents in the relevant systems.
Courier
Amalgamated
10.2019 - 01.2020
- Picked up and dropped off packages in a safe and timely manner.
- Drove to multiple locations in the Melbourne region area.
OSHC Coordinator
Camp Australia
07.2018 - 08.2019
- Prepare educational programming for the children in line with NQF and Early Years Framework.
- Set up and pack up of the care environment.
- Lead and guide the educator team.
- Ensure all children are directly always supervised.
- Utilize behaviour management techniques in line with NQF principles.
- Develop and foster relationships with the children and their parents.
- Promote good quality care, safety, respect, and trust in the childcare environment.
- Respect the confidentiality and privacy of any and all information held within the service.
- Complete administration including staff records, child enrolment information, medical management plans, timesheets, rolls, incident forms and the service reflection journals.
- Assist in the provision of breakfast and/or afternoon tea to the children.
Customer Service Representative
CROWN
09.2017 - 02.2018
- Internet bookings for high end restaurants.
- Call centre environment processing bookings, reservations, and cancellations.
- Promoting crowns dining experiences.
- Responding to customer enquiries.
- Leaving detailed notes on file.
- High level customer service being provided at all times.
- Maintain booking system.
- Creating relationships with clients through short phone calls.
- Handling customer disputes.
Receptionist/Customer Service Representative
Just Like Home Family Day Care
01.2016 - 04.2017
- Developing excellent administration skills.
- Providing accurate and timely resolutions to inbound customer service calls.
- Assisting with timesheets.
- Liaising with clients.
- Proof reading reports.
- Answering incoming calls.
- Assisting clients with enrolment forms.
- Data entry.
- Resolving educator disputes.
- Dealing with payment discrepancies.
- Meeting expected KPI's.
- Performing administration duties such as call backs, time sheets and filing.
- Conducting training sessions for new starters & assisting in the creating of training material.
Sales Representative
Amal Express
03.2015 - 12.2015
- Providing administrative support.
- Dealing with enquiries and providing support over the phone.
- Issuing invoices and remittance advise.
- Liaising with various stakeholders and providing a high level of customer service.
- Responsible for taking inbound customer calls.
Retail Assistant
African Boutique
12.2013 - 02.2015
- Retail assistance.
- Stock handling.
- Set up and design of display area.
- Design selection of sale items.
- Greeting clients in a professional manner.
- Money handling.
- Arranging post office deliveries.
- Preparing invoices.
- Obtained feedback from customers.
- Social media marketing.
Education
Bachelor of Arts - Law
Swinburne University
Melbourne , Vic 03.2024 - 09.2025
Diploma of early childhood - education
Diploma of beauty therapy -
Elly Lukas
Certificate III - Children's Services
Iascend Training
VCE -
Al-Taqwa College
Skills
- Written and verbal interpersonal skills
- Communication skills
- Customer service
- Relationship management
- Presentation skills
- Self-starter
- Attention to detail
- Organisational skills
- Adaptability
- Quick learner
- Time Management
- Flexibility
- Professionalism
- Conflict resolution
References
Professional references will be provided upon request.
Volunteer Experience
Somali Australian Migrant Group, 06/01/15, 06/30/15, Identifying problems faced by youth in the community, Creating and facilitating focus groups to identify target market needs, Chairing Weekly Meetings, Completing funding request applications, Organizing fundraising events, Executing marketing material and strategies for all events
Timeline
Administrative Officer
Noora care service
06.2024 - 08.2025
Bachelor of Arts - Law
Swinburne University
03.2024 - 09.2025
Call Centre Agent
Bank of Queensland
08.2022 - 03.2023
Customer Administration Officer
Serco Australia
03.2021 - 02.2022
Courier
Amalgamated
10.2019 - 01.2020
OSHC Coordinator
Camp Australia
07.2018 - 08.2019
Customer Service Representative
CROWN
09.2017 - 02.2018
Receptionist/Customer Service Representative
Just Like Home Family Day Care
01.2016 - 04.2017
Sales Representative
Amal Express
03.2015 - 12.2015
Retail Assistant
African Boutique
12.2013 - 02.2015
Diploma of early childhood - education
Diploma of beauty therapy -
Elly Lukas
Certificate III - Children's Services
Iascend Training
VCE -
Al-Taqwa College