Firdaus (Fiz) Ali
Auckland,Waitakere
Summary
I am an ambitious and friendly professional, with a robust risk management, de-escalation, critical situation management, and customer experience background spanning almost ten years. I am a skilled specialist with expertise in problem-solving and team leadership. My strengths lie in my ability to efficiently manage multiple tasks, develop strategic plans and ensure successful execution of operational goals. My demonstrated skills include adaptability, negotiation and strong communication abilities. I am a results-oriented individual with a passion for continuous learning and innovation. I am known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced, high risk environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Specialist Trustee
Public Trust
Auckland, Auckland
04.2023 - Current
- Exuded professional expertise and resourcefulness to gain trust and confidence of clients, vendors and other professionals.
- Explained technical aspects of legal matters in an understandable manner to non-lawyers.
- Reviewed and drafted legal documents, such as contracts and wills.
- Regularly updated clients on progress made towards resolution of their cases.
- Maintained accurate records related to each case handled.
- Analyzed financial information obtained from clients to determine strategies for meeting clients' financial objectives.
- Counseled clients on financial matters and provided recommendations on investment opportunities, products, and services based on client needs and asset availability.
- Coordinated and participated in group presentations on financial services to attract new clients.
- Strengthened client relationships by conducting routine portfolio reviews to measure plan success.
- Adhered to relevant laws, regulations pertaining to estates, property management practices.
- Coordinated with other departments to facilitate smooth workflow processes.
- Collaborated with social service agencies, attorneys, physicians, and other professionals involved in providing care for high risk clients under court orders.
- Developed strategies for ensuring that clients' without capacity and high risk clients' assets are managed appropriately.
- Attended meetings with other professionals involved in providing services to high risk clients with behaviours of concern.
- Prepared documents required for renewal of court orders for clients under Public Trust's care in accordance with the Protection of Personal and Property Rights Act.
- Engaged in crisis intervention procedures to prevent client matters and behaviors from escalating and placing clients and colleagues at risk.
- Established effective communication channels between teams, departments and management.
- Implemented risk management procedures to ensure compliance with regulations.
- Provided technical advice and guidance on the management of trust funds.
- Developed strategies to resolve complex matters for clients, while meeting business objectives.
- Maintained current knowledge of laws to provide clarification on legal concerns.
- Drafted wills, powers of attorney, trusts and estate planning documents.
- Assisted with the preparation of probate documents, including wills and trusts.
- Organized and managed estate files, including preparing probate pleadings and other documents.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Prepared financial statements for review by attorneys, trustees, executors, or other parties involved in the probate process.
Trustee Team Lead
Public Trust
Auckland, Auckland
06.2022 - 04.2023
- Delegated tasks appropriately according to individual skill sets.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Monitored team performance against targets, taking corrective action where necessary.
- Identified opportunities for process improvements, implementing changes when required.
- Trained new staff in relevant processes and procedures.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Provided support to junior staff during peak periods of workloads.
- Resolved escalated customer complaints or queries promptly and efficiently.\
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Ensured compliance with company policies and procedures throughout the team.
- Developed strategies to increase team productivity and improve customer service levels.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Ensured compliance with legal and regulatory requirements in all team activities.
- Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
- Championed the adoption of new technologies to improve team productivity and service delivery.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency.
- Managed conflict resolution within the team to maintain a positive work environment.
- Facilitated team meetings to discuss targets, strategies, and address any issues.
Emergency Dispatcher
New Zealand Police
Auckland, Auckland
07.2018 - 06.2022
- Maintained accurate records of all incoming calls, including time received, caller's name and address, type of incident reported, response units dispatched and other pertinent information.
- Operated a variety of communication equipment such as computers, telephones, radios and other related technology.
- Provided medical instruction over the telephone while awaiting paramedics or ambulance arrival.
- Monitored multiple radio frequencies, maintained contact with police officers in the field and dispatched appropriate personnel to respond to situations.
- Ensured that all dispatch requests were handled promptly and efficiently.
- Performed administrative duties such as filing reports, entering data into computer system and maintaining logs.
- Notified supervisors of any irregularities or problems encountered during shift operations.
- Conducted follow-up calls with individuals who had previously requested assistance.
- Received and evaluated emergency calls from the public; determined the nature of the call and provided necessary instructions.
- Interpreted complex data quickly in order to assess situations accurately and respond appropriately.
- Adhered to departmental policies regarding confidentiality of information pertaining to victims or suspects involved in criminal activity.
- Assisted callers by providing pre-arrival instructions until help arrived at scene.
- Participated in training sessions designed to improve knowledge base related to job functions.
- Communicated with police officers via two-way radios to provide updates on suspect location or vehicle description when necessary.
- Utilized mapping systems to determine locations for responding personnel; tracked unit status in order to ensure timely response times.
- Prioritized calls based on severity level in order to ensure that those requiring immediate attention were addressed first.
- Collaborated with fellow dispatchers to resolve difficult issues or discrepancies.
- Provided support services such as locating alternate transportation for stranded motorists and coordinating tow truck services for disabled vehicles.
- Coordinated resources between responding agencies during multi-agency incidents.
- Maintained and updated crucial and confidential information, phone numbers and addresses.
- Monitored switchboard and dispatched emergency services.
- Optimized project completion time by troubleshooting after-hour emergencies for immediate repair.
- Created electronic medical records and routinely audited and reviewed patient charts to prevent errors.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Conducted multiple fire dispatch assignments across region.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Entered information on computerized systems to verify locations and notify nearest responders.
- Coordinated dispatchers schedules to ensure no calls were missed.
- Certified in CPR to provide First Point of Contact emergency assistance to callers.
- Scheduled routine service calls to ensure all dispatch equipment was well maintained.
- Executed proficiency in digital telephone systems.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Determined which cases required further interventions and contacted professionals for further assistance.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Assisted departments with special requests for assistance and BOLOs.
- Used radio, telephone and computer system to update first responders with new information.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Dispatched police officers and emergency personnel to calls for service.
- Mentored junior team members and managed employee relationships.
- Researched vehicle, wanted and missing persons information.
- Responded to emergency calls routed by automatic distribution system.
- Advised personnel about accidents, weather conditions or other hazards.
Sales Associate
Harvey Norman
Auckland, Auckland
01.2017 - 01.2018
- Greeted customers and provided exceptional customer service.
- Handled customer complaints in a professional manner.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Maintained cleanliness of store environment including floors, windows, displays.
- Processed credit card transactions quickly and securely.
- Upsold additional items based on customer interests and needs.
- Organized stockroom shelves according to size, color or style.
- Assisted customers with product selection, sizing and styling.
- Demonstrated product features and benefits for customers' needs.
- Tracked sales performance metrics to identify trends in market place.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Maintained up-to-date knowledge of store merchandise and policies.
- Provided accurate information about products, prices and services.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Conducted inventories on a regular basis to track stock levels.
- Attended weekly team meetings to review performance goals and objectives.
- Developed promotional strategies to increase sales volume.
- Processed transactions using a point-of-sale system.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Helped customers find specific products, answered questions, and offered product advice.
- Used technology resources to assist customers in locating and selecting items.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Developed trusting relationships with customers by making personal connections.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Built and maintained relationships with peers and upper management to drive team success.
- Engaged customers in friendly, professional dialogue to determine needs.
- Adhered to company initiatives and achieved established goals.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Answered incoming telephone calls to provide store, products and services information.
- Worked with fellow sales team members to achieve group targets.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Assisted in visual merchandising, creating appealing displays that capture customer interest.
- Received and displayed product shipments on store retail shelves upon delivery.
- Assessed customer needs to provide assistance and information on product features.
- Adapted sales strategies based on customer interactions and feedback to improve results.
- Organized store by returning merchandise to proper areas and restocked displays.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Described merchandise and explained use, operation and care.
- Maintained records related to sales for store management.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
Disability Support Worker
Idea Services
Auckland, Auckland
01.2014 - 01.2017
- Provided assistance in the home environment including meal preparation and light housekeeping.
- Organized recreational and educational activities for clients according to individual needs.
- Assisted in developing self-care skills such as personal hygiene practices.
- Advised family members on how best to provide care for disabled loved ones.
- Instructed clients on proper use of adaptive equipment such as wheelchairs and walkers.
- Encouraged independence by teaching skills needed for everyday life.
- Managed challenging behaviors through positive reinforcement techniques.
- Facilitated communication between nonverbal individuals using sign language or other methods.
- Participated in team meetings with supervisors, doctors, nurses, therapists.
- Developed strategies to help individuals cope with their disability.
- Monitored client progress and reported any changes in behavior or health conditions to supervisor.
- Administered medication according to doctor's orders and monitored side effects.
- Provided emotional support to individuals with physical or mental disabilities.
- Assisted clients with daily living activities such as bathing, dressing, and eating.
- Maintained records of services provided, client progress, and goals achieved.
- Communicated regularly with families of disabled individuals regarding care plans and updates.
- Collaborated with other professionals to develop treatment plans for clients.
- Assisted clients with activities of daily living such as eating, dressing, and grooming.
- Conducted assessments of client abilities and needs to create individualized care plans.
- Transported clients to appointments, social events, and other activities as needed.
- Helped disabled persons access community resources such as housing options or job training programs.
- Coordinated doctor appointments, exercise, recreation, and family visits to maintain schedule.
- Created detailed and individualized plans to best support patients.
- Improved resident and staff engagement through group activities.
- Transported clients to and from medical and mental health appointments with assigned vehicle.
- Recorded patient temperature, pulse and blood pressure to monitor health and well-being.
- Assisted individuals in performing wide range of housekeeping functions to develop levels of ability.
- Maintained organized filing system for client records, providing complete documentation of all interactions.
- Coordinated patient care plans with doctors and registered nurses and communicated treatment steps to patients.
- Collaborated with community workers to implement exciting social activity programs within facility.
- Facilitated communication between caregivers and clients regarding current issues or concerns related to client's health status or well-being.
- Reported concerns to nurse supervisor to promote optimal care.
- Helped patients move in and out of beds, baths and wheelchairs by following safe lifting techniques.
- Utilized strong assessment skills to determine necessary client care and daily function assistance.
- Maintained daily living standards by assisting clients with personal hygiene needs.
- Lifted, moved and adjusted clients to ambulate individuals for diverse needs.
- Guided clients in development of skills and strategies for dealing with individual problems.
- Administered medication to patients according to strict schedules.
- Transported patients safely to social activities and doctors appointments.
Education
Foundation Studies -
Unitec
Auckland07.2016
NCEA Level 2 -
Waitakere College
Auckland12.2015
Skills
- Quality Assurance
- Customer Relations
- Effective Communication
- Problem-Solving
- Experience in leadership
- Interpersonal Skills
- Written Communication
- Decision-Making
- Relationship Building
- Analytical Skills
- Team Collaboration
- Process Improvement
- Analytical Thinking
- Continuous Improvement
- Disaster Recovery Planning
- Team building
- Attention to Detail
- Interpersonal Communication
- Adaptability and Flexibility
- Problem-solving aptitude
References
References available upon request.
Languages
English
Native/ Bilingual
Hindi
Full Professional
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 and Administration, Trust Management and Administration, Management and Administration of clients under the Protection of Personal Rights and Property Act.
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
Sales Associate
Harvey Norman
01.2017 - 01.2018
Disability Support Worker
Idea Services
01.2014 - 01.2017
Foundation Studies -
Unitec
NCEA Level 2 -
Waitakere College
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