Firdaus Ali
Waitakere
Summary
Ambitious and solutions-focused professional with nearly a decade of experience in risk management, crisis intervention, stakeholder engagement, and customer support. Adept at handling complex wellbeing needs, de-escalation, and coaching teams to provide the best possible outcomes for clients. Skilled in building strong networks with internal and external stakeholders, including government agencies, support service providers, and community organisations. Passionate about empowering individuals to navigate challenges and access resources that enhance their dignity, stability, and independence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Specialist Trustee
Public Trust
04.2023 - Current
- Provide expert guidance on complex trust and estate management cases, ensuring clients receive appropriate support for financial and personal affairs
- Work closely with individuals under PPPR (Protection of Personal and Property Rights) orders, advocating for their wellbeing and stability
- Navigate relationships with external agencies, legal representatives, and government services to facilitate customer support solutions
- Engage in crisis management to prevent client matters from escalating into high-risk situations
- Train and mentor junior staff in handling complex cases with empathy, discretion, and professionalism
Trustee Team Lead
Public Trust
06.2022 - 04.2023
- Led and mentored a team of trustees, ensuring the provision of high-quality customer service and effective trust administration
- Built strong relationships with external service providers, financial institutions, and legal professionals to support client needs
- Provided technical guidance on trust and estate management, aligning with legal and regulatory requirements
- Championed process improvements and implemented new strategies for better client support
Emergency Dispatcher
New Zealand Police
07.2018 - 06.2022
- Managed emergency calls, coordinating responses with police officers and first responders
- Utilised crisis de-escalation techniques to assist individuals in distress, often guiding them to available social services
- Maintained real-time communication across multiple agencies to ensure swift intervention in critical situations
- Analysed complex data quickly to assess risks and make informed decisions under pressure
- Developed strong cultural competency skills, interacting with individuals from diverse backgrounds in high-stress environments
Education
Foundation Studies -
Unitec
07.2016
NCEA Level 2 - National Certificate in Mathematics, Merit Endorsement in NCEA Level 2
Waitakere College
12.2015
Skills
- Crisis Intervention & Risk Mitigation
- Stakeholder & Community Engagement
- Complex Case Management
- Social Services & Wellbeing Support
- Coaching & Mentorship
- Cultural Competency & Inclusivity
- Conflict Resolution & Negotiation
- Legal & Financial Advisory Expertise
- Strategic Planning & Problem-Solving
- Strong Communication & Report Writing
Certification
- New Zealand Police Crime Reporting Line Certificate
- New Zealand Police Dispatching Certificate
- Qualified to Serve (Public Trust Internal Qualification): Wills, Enduring Powers of Attorney, Trusts, Estate Management & Administration, Trust Management & Administration, PPPR Act Administration.
Timeline
Specialist Trustee
Public Trust
04.2023 - Current
Trustee Team Lead
Public Trust
06.2022 - 04.2023
Emergency Dispatcher
New Zealand Police
07.2018 - 06.2022
NCEA Level 2 - National Certificate in Mathematics, Merit Endorsement in NCEA Level 2
Waitakere College
- New Zealand Police Crime Reporting Line Certificate
- New Zealand Police Dispatching Certificate
- Qualified to Serve (Public Trust Internal Qualification): Wills, Enduring Powers of Attorney, Trusts, Estate Management & Administration, Trust Management & Administration, PPPR Act Administration.
Foundation Studies -
Unitec
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