Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tessa Thompson

Woolgoolga,NSW

Summary

Self-directed, team-driven, and confident professional with strong business, management, and administration skills. Achieves productivity standards and high quality of work output by following well-defined procedures and guidelines and escalating as needed. Detail-oriented and adept at handling physical and electronic transactions with speed and accuracy while maintaining strong attention to detail. Meets tight deadlines in frontline structured environments while prioritising workload and maintaining a high level of accuracy. Develops and maintains positive and constructive working relationships to support information sharing.

Overview

20
20
years of professional experience

Work History

Housing Officer

Mission Australia Housing
11.2022 - Current
  • Monitor property condition and facilitate maintenance and minor modifications where necessary.
  • Working directly with clients and their advocates to provide advice and assistance keeping with relevant legislation, policies and procedures.
  • Manage tenancies and support clients to maintain successful tenancies.
  • Manage client information to ensure confidentiality, accuracy and integrity.
  • Improved tenant satisfaction by addressing housing concerns promptly and efficiently.
  • Reduced maintenance costs with proactive property inspections and timely repairs (inspections weekly on a 3 and 6 month rotational basis)
  • Managed rent collection to minimise rent arrears and maintain financial stability.
  • Developed strong relationships with local agencies for assistance in resolving tenant issues or disputes.
  • Ensured compliance with federal, state, and local housing regulations through diligent monitoring of property conditions.
  • Coordinated incoming and outgoing property condition reports smoothly to reduce vacancy rates and turnover time.
  • Resolve any tenant conflicts or anti-social behaviour effectively, promoting a harmonious living environment for all residents.
  • Maintained detailed records of tenant information, work orders, and inspection reports for easy access as needed.
  • Collaborated with maintenance teams to prioritise repair requests for prompt resolution of issues affecting residents quality of life.
  • Provided ongoing support to tenants facing financial difficulties by connecting them with appropriate resources or payment plans as needed. Payment plans are used to facilitate Specific Performance Order via NCAT.
  • Facilitated training for new staff members on company policies, procedures, software systems usage ensuring consistent service delivery across the organisation.
  • Managed the eviction process when necessary, adhering to legal requirements and ensuring fair treatment of all parties involved.
  • Reviewed documentation and input data into computer system to complete eligibility process, assist with property allocation and relinquishment of tenancy.
  • Conducted property inspections to identify safety issues and needed repairs.
  • Calculated tenant rent amounts to prepare Residential Tenancy Agreements.
  • Maintained database of MAH Housing Resources
  • Tracked and monitored rental payments for 0vr 200 clients using Cx software.
  • Researched possible fraud cases by scrutinising bank statements and reported income sources.
  • Provide leadership, guidance and support to staff members.
  • Monitored program performance and outcomes for successful delivery of services.
  • Participated in community events to promote services and engage with public.
  • Coordinated individual referrals to obtain community services, advocate for client needs.

Visits Processing Officer

Serco
01.2021 - Current
  • Undertake processing of visits bookings ensuring all visitors are approved.
  • Input and maintain accurate computerised and hardcopy records of visitor details. Ensure confidentiality of all documentation handled and maintain a sure filing system.
  • Relay information regarding visits procedure at time of booking. Confirm booking on arrival of visitors. Direct visitors as required.
  • Manage own work-flow by negotiating and confirming work priorities for work completion in consideration of the needs of other officers.
  • Answer queries from members of the general public and relatives and friends of prisoners. Provide information service relating to visit times, days, duration and frequency of visits. Maintain confidentiality when dealing with visitors.
  • Receive monies and approved items of prisoner property from and to external parties. Maintain confidentiality.
  • Liaise with intelligence, custodial and sentence management personnel in relation to individual prisoners as a component of the case and sentence management process.

Store Manager/Welfare Officer

The Salvation Army
09.2016 - 01.2018
  • Management of 36 staff and volunteers.
  • Providing training and mentorship in Code of Conduct; Workplace Health & Safety and Professional Development & Continuous Improvement.
  • Work with a multitude of Welfare service providers to support the needs of homelessness, refugees, prison release, Alcoholics Anonymous and Narcotics Anonymous within the community.
  • Maintain overall team effectiveness and morale including undertaking performance management in line with policies as required.
  • Coordinating pickup and delivery of donated goods, ensuring vehicles used for pickup and deliveries are adequately maintained and registered.
  • Monitoring GPS tracking of vehicle to ensure safe driving practices are maintained.
  • Conducting daily staff meetings as rotation of different teams occurred each day.
  • Managing the physical store, display and operations, to deliver cost benefit for the organisation.
  • Undertaking transaction reconciliation and banking on a daily basis.

Citizenship & Ceremonies Officer

Department Of Home Affairs
01.2012 - 12.2013
  • Oversee monthly Citizenship ceremonies across 22 regional councils in Far North Queensland. Print and distribute ceremony certificates and provide Mayors with attendance lists prior to the ceremony day.
  • Test and assess applicants on English language skills and their knowledge of Australia and Australian citizenship. Complete biometrics for each applicant.
  • Complete data entry of citizenship applications using Department of Immigration and Border Protection (DIBP) software. Finalise applications in line with legislation and policy and refer applicants to the Character Unit for additional checks to support their application.
  • Liaise with Councillors and Members of Parliament for complex Citizenship caseloads.
  • Print and store securely Citizenship Certificates and advise Canberra of registered certificates to be destroyed.
  • Attend Cairns monthly citizenship ceremonies to present certificates with the Mayor.

Compliance Officer

Department Of Home Affairs - Border Security
01.2010 - 12.2011
  • Investigate contraventions of migration, customs and other border legislation administered by the Department in accordance with legislation, policies, and procedures.
  • Use of internal and external resources and investigative techniques to gather information and evidence to enforce legislation in a law enforcement environment.
  • Examination and assessment of documents, fingerprint and facial images to a forensic level.
  • Provide interpreting services to client hampered by linguistic barriers.
  • Interview students referred for visa cancellations in breach of their visa conditions.
  • Process movement of travellers and goods.
  • Coordinate responses to border threats.
  • Undertake patrols and surveillance
  • Board and searching vessels referred to identify illegal importation of people and goods.

Visa Processing Officer/Team Leader

Department Of Home Affairs
08.2004 - 12.2009
  • Developed exceptional time management, relationship building and organisational skills working within busy visa processing environment.
  • Devise weekly roster for 10 staff.
  • Monitor caseloads for fraud and report to Character Unit and s501 for visa cancellation.
  • Assess electronic visa applications for Visitor visas and Working Holiday visas across both Gulf and EU accession countries in accordance with governing and legislative policy.
  • Respond to enquiries from Migration Review Tribunal (MRT) for caseload transfers and file requests. Assist counter staff within Cairns Regional Office with complex 2nd Working Holiday Visa enquiries.
  • Train new members of staff including induction training and visa application assessment in conjunction with the relevant legislation.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Coached team members in visa processing techniques, providing feedback and encouragement toward reaching weekly and monthly targets.
  • Liaise with a broad range of stakeholders, overseas Consulates, staff (both onshore and offshore).

Education

Associate of Applied Science - Horticultural Science

TAFE Tasmania
Hobart
10.1997

High School Diploma -

Hobart Matriculation College
Mount Nelson Campus
11.1987

Skills

  • Account management
  • Operations oversight
  • Office administration
  • Documentation and reporting
  • Technical Support
  • Administrative support
  • Expense reporting
  • Office management
  • Staff Management
  • Scheduling
  • Business administration
  • Performance improvement

Timeline

Housing Officer

Mission Australia Housing
11.2022 - Current

Visits Processing Officer

Serco
01.2021 - Current

Store Manager/Welfare Officer

The Salvation Army
09.2016 - 01.2018

Citizenship & Ceremonies Officer

Department Of Home Affairs
01.2012 - 12.2013

Compliance Officer

Department Of Home Affairs - Border Security
01.2010 - 12.2011

Visa Processing Officer/Team Leader

Department Of Home Affairs
08.2004 - 12.2009

Associate of Applied Science - Horticultural Science

TAFE Tasmania

High School Diploma -

Hobart Matriculation College

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Tessa Thompson