Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shakila Sabiri

Summary

Results-driven Program Delivery Professional with extensive experience in APS operational and client service roles. Excels in ethical decision-making and equitable service delivery while fostering relationships with diverse clients and stakeholders. Resolves complex issues and collaborates on government programs tailored to community needs. Maintains accuracy and professionalism in high-pressure, policy-driven environments.

Overview

2027
2027
years of professional experience

Work History

Program Delivery Officer (Acting APS5)

Department of Veterans’ Affairs
2023 - Current
  • Acting in an APS5 capacity for the past 12 months, managing complex casework and business operations while supporting team performance and outcomes.
  • Assess and manage complex and high-risk cases, coordinating support with internal mental health professionals and other DVA teams.
  • Provided clear, consistent advice to clients, providers, and stakeholders, ensuring understanding and alignment with service expectations.
  • Delivered household services to veterans by interpreting and applying policy and operational guidelines in accordance with relevant legislation.
  • Monitored the progress of external service providers and escalated delays or risks through departmental channels.
  • Contributed to process improvements and pilot programs, implementing changes to enhance client outcomes and operational efficiency.

Customer Service Officer

Services Australia
2022 - 2023
  • Delivered frontline service for government programs, including JobSeeker and Disaster Payments, enhancing client access to essential support.
  • Supported vulnerable clients in financial and personal hardship, ensuring accurate information and appropriate referrals to necessary resources.
  • Promoted digital services and guided clients in navigating online platforms to increase accessibility and independence.
  • Interpreted operational procedures and policies to make informed service decisions in a high-volume, compliance-driven environment.
  • Maintained accurate client records, safeguarding privacy and confidentiality to uphold trust and compliance.

Shift Manager

Carl's Jr
2019 - 2023
  • Managed day-to-day operations, staff rosters, and performance in busy customer-facing environment to enhance service delivery.
  • Cultivated strong team culture emphasizing service excellence, efficiency, and accountability to drive staff engagement.
  • Resolved escalated customer complaints and operational issues to maintain positive brand experience and customer loyalty.
  • Implemented service standards and trained new staff, resulting in improved customer satisfaction and team capability.

Education

Bachelor of Business -

Flinders University
Adelaide, SA
01-2023

Certificate IV Business -

TAFE SA
SA
01-2019

Skills

  • Case management
  • Legislation application
  • Change management
  • Workflow improvement
  • Workload management
  • Team Collaboration – Working collaboratively across teams and supporting a positive, high-performing team environment
  • Communication Skills – Providing clear, concise, and professional communication to clients, stakeholders, and colleagues

Timeline

Program Delivery Officer (Acting APS5)

Department of Veterans’ Affairs
2023 - Current

Customer Service Officer

Services Australia
2022 - 2023

Shift Manager

Carl's Jr
2019 - 2023

Bachelor of Business -

Flinders University

Certificate IV Business -

TAFE SA

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Shakila Sabiri