Farah Hussain

• In this Coordinator role, I quickly picked up the role itself and the database, along with taking ownership of Rule Part 102.
• My duties have vastly grown from assessing and processing applications to managing courses and events for the authority.
• Meeting SLAs and directly liaising with participants, as well as industry professionals, to build a rapport.
• Many other tasks include liaising with the finance team on 102 initial issue applications, course fees. As well as working closely with the web team, I&T teams, and the workplace team to ensure I am able to carry out all of my responsibilities to the highest standard I can.
• Facilitated communication between different departments in order to resolve issues quickly.
• Participated in tasks to facilitate productivity or help overcome difficulties.
• Resolved customer complaints or answered customers' questions.

• As the ADS-B Grant Scheme Administrator, it was my job to manage my workflow and ensure all incoming applications and claims were completed within the Service Level Agreement (SLA) requirements and were accurately and promptly completed.
• Duties in this fast-paced, deadline-driven comprised of
• Assessing applications and claims as they came in
• Managing the inbox and all the information for all the different aircraft in an organised way to ensure easy accessibility to the information for each aircraft
• Correctly processing the information from the Technical Advisor
• Ensuring all claimants details were checked correctly for the end of month banking batch files, producing monthly banking files and communicating this to the Finance team
• Ensuring robust processes, controls and systems that support legislative and SLA requirements are in place, documented, and consistently adhered to
• Collating data to produce monthly reports
• Liaising directly with applicants and claimants via phone and email to keep them informed and/or to resolve issues as they arise
• Undertaking one-off tasks and participating in meetings as required
• Providing input into system enhancements and upgrades
• Identifying opportunities for process improvement by inviting feedback that helps refine processes and procedures

• Promoted to Senior Data Administrator after demonstrating my knowledge, proficiency, and commitment to attaining client Service Level Agreement (SLA) requirements, I continue to carry out all substantive data admin duties, as well as taking on a leadership role within the team.
• Working closely with the Registry Team Leader to support the timely and efficient planning, monitoring, and delivery of all client SLA requirements, my specific duties comprise –
• Developing and managing monthly work rosters for the team, as well as allocating jobs and managing team members individual workflows to ensure the right tasks get completed each day
• Carrying out banking approvals, as well as the authorisations for all work processed by the admin team
• Ensuring robust processes, controls and systems that support legislative and SLA requirements are in place, documented, and consistently adhered to
• Collating data to produce monthly and quarterly reports for SLA clients
• Liaising directly with SLA clients via phone and email to keep them informed and/or to resolve issues as they arise
• Carrying out team training for new and existing staff members as required
• Undertaking one-off tasks and participating in projects as required
• Providing input into system enhancements and upgrades
• Identifying opportunities for process improvement by inviting feedback that helps the team refine processes and procedures.
• Regularly stepping in as Acting Team Leader; I competently answer and manage higher-level queries to keep client SLA’s running smoothly.

• As a TEL Data Administrator, it was my job to manage my workflow and ensure all client Service Level Agreement (SLA) requirements were being met accurately and promptly.
• Duties in this fast-paced, deadline-driven comprised –
• Transaction processing including processing KiwiSaver and Managed Fund Investor transactions, IRD initiated transactions, Investor Direct Debits and Dishonours, distribution transactions, and Investor fees and rebates
• Collaborating with staff within the office as well as with the providers via email/phone to resolve client queries as well as to organise work allocation, additional resourcing, and staff training
• Processing applications for new and transferring customers
• Peer checking the accuracy of critical financial transactions and training new staff members on processes, and creating and updating procedures
• Responding to emails (from clients/members, providers, colleagues and stakeholders) and processing requests, prioritising tasks, and recording data
• Troubleshooting issues and seeking solutions within the team
• General TEL data administration and reporting duties including clearing of bank rec items, error-log monitoring, daily recording of volumes (in and out) for SLA reporting, and producing Investment Savings and Insurance files for Investors and Fund Managers

• In a series of roles (initially starting at Auckland University of Technology in 2006), I began working with students across the universities in a series of roles which predominantly revolved around supporting disabled/impaired students with a range of tasks including –
• Taking notes during lectures and providing notes to students in an accessible format, as well as liaising with other note-takers and providing training and support to new note-takers as required
• Supervising and/or assigning staff during exams to ensure questions were being conveyed correctly, and student answers were being recorded accurately
• Assisting with class activities to ensure students were able to engage in learning and participate more fully
• Assisting with homework tasks away from campus as required
• Maintaining the TSDA (data entry and timetables)
• Booking appointments and maintaining the TSDA (data entry and timetables)
• Conducting staff interviews and staff trials.

In a series of roles (initially starting at Auckland University of Technology in 2006), I began working with students across the universities in a series of roles which predominantly revolved around supporting disabled/impaired students with a range of tasks including –

· Taking notes during lectures and providing notes to students in an accessible format, as well as liaising with other note-takers and providing training and support to new note-takers as required

· Supervising and/or assigning staff during exams to ensure questions were being conveyed correctly, and student answers were being recorded accurately

· Assisting with class activities to ensure students were able to engage in learning and participate more fully

· Assisting with homework tasks away from campus as required

· Maintaining the TSDA (data entry and timetables)

· Booking appointments and maintaining the TSDA (data entry and timetables)

· Conducting staff interviews and staff trials.

· Taking notes during lectures and providing notes to students in an accessible format, as well as liaising with other note-takers and providing training and support to new note-takers as required

Supervising and/or assigning staff during exams to ensure questions are conveyed correctly, and student answers are recorded accurately.

· Assisting with class activities to ensure students were able to engage in learning and participate more fully

Assisting with homework tasks away from campus, as required.

• Initially hired for a year to cover maternity leave, I was informed after I started, that all staff were being made redundant as NZ Post H/O was being moved to Auckland).
• My duties during my three-month contract comprised –
• Processing data regarding customer complaints about missing mail
• Opening mail, processing couriers, and returning it to the customer or sending for disposal
• Liaising with postal services from other countries
• Managing high-volume workflows and maintaining spreadsheets to track daily tasks completed and volume of complaints processed.
• Successfully clearing the entire call centre job back-log within a severely restricted time frame.
• Taking the time to develop a comprehensive ‘Call Centre Data Administrator Training Guide’ to assist new staff in Auckland, as well as to ensure the provision of a smoother customer service transition for NZ Post customers.
• Completing four weeks’ job training in just one week.