Sofia Ezzat

Company Overview : Homeward Return and Reintegration Assistance Program (RRAP) is a voluntary support program delivered by Serco on behalf of the Australian Department of Home Affairs. The program provides practical, financial, and reintegration assistance to eligible non-citizens who choose to depart Australia voluntarily, supporting their safe return and sustainable reintegration into their home countries. RRAP adopts a person-centred approach, offering case management, referral services, and coordination with government and community stakeholders to ensure informed decision-making and positive client outcomes.

• Serve as a point of contact within the RRAP Client Contact team, managing complex enquiries and guiding clients through voluntary return processes with a high level of professionalism, empathy, and accuracy.

• Consistently deliver high-quality, client-centred service across multi-channel platforms (phone, email, web), ensuring timely resolutions while maintaining strong performance against KPIs and service standards.

• Assist in compliance, quality assurance, and audit readiness, contributing to monthly internal audits, identifying process gaps, and supporting corrective actions to strengthen adherence to contractual and regulatory requirements.

• Demonstrate strong ownership of case management and data integrity, ensuring accurate, timely documentation and submission of applications to the Department of Home Affairs.

• Proactively identify client risks and wellbeing concerns, coordinating early interventions and referrals to appropriate support services to ensure safe and ethical outcomes.

• Build and maintain effective stakeholder relationships with internal teams and external partners, including government and community organisations, to enhanceervice coordination and client outcomes.

• Contribute to continuous improvement initiatives, actively reviewing processes and recommending enhancements to optimise operational efficiency and service delivery.

• Support team capability and engagement by contributing to a positive, solutions-focused team culture, participating in team planning, knowledge sharing, and service improvement discussions.

• Maintain a high level of organisation and resilience, effectively prioritising competing demands in a fast-paced, compliance-driven environment while sustaining accuracy and professionalism.

• Company Overview: Serco Traffic Camera Services (TCS) manages and operates traffic camera systems, covering installation, maintenance, and operation of cameras at various locations. These cameras play a crucial role in traffic enforcement, safety monitoring, data collection, and automated systems for processing violations.
• Oversee day-to-day management of the work functions within the Pre-verification and Film Registry teams to achieve operational objectives and targets within allocated resourcing levels.
• Supervise all tasks undertaken by the Pre-verification and Film Registry teams. Manage change within the Pre-verification and Film Registry team particularly in the area of work practices, training, and innovative technologies to ensure a positive, efficient, and effective work environment.
• Facilitate the continuous improvement of the Team’s business processes and systems to improve business performance and service delivery.
• Drive the success of Pre-verification and film registry teams through developing and maintaining workforce forecasts, resource plans and workflow scheduling.
• Represent the Pre-verification and film registry teams on projects that will impact policies, procedures and work practices and ensure that the project teams understand the impact program and process changes will have on the department.
• Achievements:
• Identifying and strategically implementing process for cost-cutting by moving the current storage from an external source to an internal storage within the first 2 months of employment and successfully achieving a massive cost saving for the department.
• Improved Productivity and efficiency by implementing system changes, cross skilling staff and introducing new accountability measures.
• Achieved cost cutting in staff over time during busy period of the year with strategic planning and staff management.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Assisted in recruitment to build team of top performers.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Coordinated resources effectively to meet project deadlines and achieve desired results.
• Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
• Negotiated with suppliers to secure cost-effective resources, positively impacting project budgets.
• Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.

• Company Overview: Serco is a leading service provider of immigration services. Serco’s services include the management of detention centers, transporting and escorting people locally, domestically and internationally, and the provision of support services for people while their immigration status is being resolved with government immigration departments.
• Provide essential administrative support to the National Welfare and Engagement and Operations departments, excelling in various areas including filing, document control, archiving, and record-keeping.
• Manage inbound and outbound communications and deliveries and organise and facilitate meetings while maintaining confidentiality standards.
• Contribute to team objectives, assist in project planning and development, and maintain process documentation.
• Develop strategies for continuous improvement and foster innovation within the organisation.
• Actively involved as the Business Lead for the Serco Care 360 Phase 2 software development, overseeing its implementation and ensuring alignment with operational needs.
• Delivered training for all 7 sites nationally during Phase 1 of the Serco Care 360 project, enhancing staff capabilities and service delivery.
• Led the Immigration Detention National Tablet and Wi-Fi Rectification Project, ensuring effective communication and implementation of technology solutions to improve detainee welfare.
• Currently involved in a pilot project for system atomization and unified system.
• Maintained KPI (Key Performance Indicator) with reduced staff Head count.

• Company Overview: ECare Aus is a reputable NDIS service provider in Australia, known for its dedication to supporting individuals with mental health challenges. With a focus on providing recovery oriented mental health services, ECare Aus works closely with NDIS participants to promote well-being and independence. Their team of experienced professionals collaborates with care networks and other services to address co-existing mental health and substance abuse issues effectively. Through early intervention, health promotion, and evidence-based practices, ECare Aus strives to empower individuals to lead fulfilling lives. Their commitment to trauma-informed care and ongoing professional development sets them apart as a trusted partner in the mental health and NDIS support services sector.
• Work directly with a diverse range of individuals to support their recovery through focused relationships and recovery-oriented mental health services.
• Collaborate with care networks and other services, especially when addressing coexisting mental health and substance abuse issues.
• Implement early intervention, health promotion, and prevention programs, applying recovery-oriented approaches to various complexities.
• Assess and promote social, emotional, and physical well-being, support wellness planning, and implement trauma-informed care strategies.
• Research and apply evidence-based practices, reflect on professional practice, ensure work health and safety, and manage work within the alcohol and other drugs context.
• Provide loss and grief support, utilise participation and engagement strategies, recognise healthy body systems, and manage personal stressors.
• Achievements:
• Demonstrated exceptional dedication, professionalism, and expertise in working with individuals from diverse backgrounds.
• Deep understanding of the complexities associated with mental health and substance abuse issues.
• Established strong relationships with NDIS participants and provided vital support services commendably.
• Commitment to ongoing professional development through focus on evidencebased practices and reflection on personal professional growth.
• Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
• Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
• Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
• Fostered partnerships with local service providers to enhance resource networks available to clients in need of specialized assistance or referrals.
• Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.
• Conducted thorough assessments to identify client needs and develop appropriate support interventions, resulting in improved client outcomes.
• Coordinated meetings and events for internal and external groups.
• Served as an advocate for clients within the community, working closely with external partners to facilitate access to resources and supports.
• Implemented data-driven approaches to case management by tracking key performance indicators and using the information to drive improvements in client outcomes.
• Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

• Company Overview: An iconic country Hotel, one that has a history of once being targeted and raided by the Ned Kelly Gang, with a well-known historic building beautifully restored with main bar, dining room, café, gift shop, bottle shop, function room, meeting room and guest rooms.
• Setting up the business
• Implementing Systems so the business could me managed remotely.
• Recruiting, training, and supervising staff
• Managing budgets
• Maintaining statistical and financial records
• Planning maintenance work, events, and room bookings
• Handling customer complaints and queries
• Promoting and marketing the business
• Ensuring compliance with health and safety legislation and licensing laws.
• Achievements:
• Defined Business Concept and current Strategic Business Plan
• Made the business resilient and adaptable for success.
• Implemented a Structured and Functional Organization
• Automated Systems to support the organization and make it efficient.
• Increased revenue reached targets and Maximised profits.
• Business sold at higher than market value.

• Company Overview: Wirefreebroadband is a telecommunication solution provider and specialise in fixed wireless service with an extensive network footprint all over Australia, the organization provides service to wholesale customers, mining companies, council, and large corporate organisation.
• Overseeing daily operations of the business unit.
• Creating and implementing growth strategies.
• Setting key performance goals.
• Hiring key personnel and overseeing training programs.
• Evaluating and deciding upon investments in equipment, infrastructure, and people.
• Reporting key results to senior executives.
• Reviewing financial statements, sales, or other performance data to measure productivity.
• Identifying areas needing cost reduction or process improvement.
• Directing sales, marketing, or customer service activities.
• Achievements:
• I was active in hiring and completely trained for my replacement within the four weeks prior to my departure.
• Lead a successful team by winning some major tenders and project and increased revenue by 30%
• Successfully Managed takeover of 5 ISP (Internet service provider) during 6 years in the position.
• Created some major partnership with industry leader such as Telstra wholesale, AAPT wholesale ETC.

• Company Overview: Wirefreebroadband is a telecommunication solution provider and specialize in fixed wireless service with an extensive network footprint all over Australia, the organization provides service to wholesale customers, mining companies, council, and large corporate organization.
• Manage a team of customer service team leaders.
• Handle any escalated complaints or queries via phone or mail.
• Review the performance of the customer service team and provide feedback, as necessary.
• Develop and implement strategies that aim to improve overall efficiency in the contact Centre and customer satisfaction levels.
• Ensure the maintenance of a culture of quality and superior customer service.
• Build positive working relationship with existing major clients for repeat business.
• Coordinate with senior management to develop customer service charter, budget, and schedule.
• Manage staff, preparing work schedules and assigning specific duties.
• Determine staffing requirements, interview, hire new employees, or oversee those personnel processes.
• Prepare contracts, proposals and reports for management and customers.
• Understand client needs and provide appropriate solutions.
• Motive and guide Support team to achieve targets.
• Maintaining relationships with people on all sides of the business and working to establish new and efficient systems within the company.
• Supervise and coach team leaders on a weekly basis.
• Achievements:
• Promoted four times during my 9.5 years with the company, from part-time to full-time to salaried, with added benefits, compensation, and responsibilities each time.
• Implemented several new systems and processes for efficient and measurable work methods.
• Drove initiatives in the management team and organizationally that contribute to long-term operational excellence.

• Customer service
• Resolving customer claims in relation to the advert placed in yellow and white pages.
• Attending to escalated calls.
• Investigation of claim case’s
• Customer phone support
• Achievements:
• In a month was offered a full-time permanent position (started as contractor temporary worker position)
• Was appointed as acting team leader in 3 months of starting the position.
• Was offered to help set up the new support center in Moe, Victoria

• Mobile activation
• Customer service
• Log fault.
• Sales
• Land line activation.
• Departments worked in
• Mobile Activation
• Mobile Customer services
• Residential Land lines
• Telstra Small and Medium business consultant