Malia Pusiaki-Tonga
Summary
A personable and detailed-oriented professional offering a strong foundational understanding in administrative and legal processes. Adept at managing case files and conducting thorough interviews to ensure compliance and accuracy due to a keen interest in implementing social policies and regulations. Brings ability to quickly learn and apply relevant laws and procedures. Ready to use and develop analytical and communication skills in a case managing role.
Overview
6
6
years of professional experience
Work History
Immigration Officer
Immigration NZ
03.2024 - 01.2025
- Making quality decisions that manage immigration risk and contribute to positive immigration outcomes for New Zealand
- Providing specialist immigration advice to clients and stakeholders
- Using judgment to assess and decide visa applications through the effective administration of immigration policy and procedures, and in accordance with immigration law
- Complying with immigration instructions and following the established standard operating procedures
- Using established interviewing and assessment techniques to obtain all relevant information to make quality and timely decisions
- Using judgment to prioritize and make quality recommendations or decisions.
- Seeking advice from relevant staff for quality assurance purposes or where required and in accordance with procedures.
- Communicating with stakeholders in a clear, concise, timely manner.
- Documenting assessment rationale, preparing reports and correspondence.
- Providing regular updates or reports that inform on progress in achieving planned results.
Team Administrator - Māori and Pacific Portfolios
Health Research Council of NZ
05.2023 - 03.2024
- Managed the calendar and travel arrangements for the Maori and Pacific Director and Managers, resulting in successful smooth operating meeting events and conferences.
- Developed and implemented a new processing system, speeding up handling time by about 40% and improving all round administrative processing across the whole organization
- Planned and coordinated all Maori and Pacific Health Committee meetings and conferences.
- Liaised with committee members all over NZ for their travel preferences. Back and forth communication with vendors, hotels, travel agencies and catering companies.
- Huge documentation handling of contracts, offer letters and budget proposals;
- Prepared claim forms using Microsoft Word and Excel. Worked closely with the accounts department to ensure that the committee members were paid correctly and on time.
- Carried out compliance checks for all applications coming in using the organization’s guideline sheets to ensure all applications met the minimum requirement before any further processing.
Central Processing Officer
Work and Income - Ministry of Social Development
07.2021 - 08.2022
- Assess and process a variety of transactions including entitlements for clients
- Collated and analyzed processing data to identify patterns and discrepancies
- Escalated issues to appropriate escalation points if required
- Prepares information for review of decisions
- Contributed to projects and initiatives organised amongst my peers as and when required
- Maintained accurate and appropriate client records
- Followed authentication processes correctly
- Prepared written material within MSD guidelines
Family Case Manager
Auckland District Court
10.2020 - 07.2021
- Process documents such as marriage certificates, court orders, court summons, warrants to arrest and notices for the public
- Answer questions from the public about their court sittings and legal documents
- Schedule court hearings
- Swear in witnesses and read out charges
- Document court proceedings or transcribe audio recordings
- Prepare, organise and maintain case files
- Liaise with police, judges, lawyers and other external stakeholders
Customer Service Representative
Ministry of Justice
04.2020 - 10.2020
- Manned the phone lines everyday
- Ensured all communications were clear whether through email or by phone
- Ensured service was delivered excellently for clients and other stakeholders
- Built and maintained relationships with internal and external stakeholders
- Assessed the information provided by the stakeholder, determined their circumstances and chose an appropriate course of action
- Completed outbound calling initiatives to clients following a predetermined process
- Ensured the provision of advice is well researched and accurate
Customer Service Representative
OSPRI
09.2018 - 11.2019
- Took inbound calls and made outbound calls daily
- Provided accurate and up to date information to clients on a daily basis
- Kept up to date with the changes in agricultural laws and policies
- Prepared stock take documentation for clients and for the companies records
- Retrieved animal test results and liaised with external stakeholders about any discrepancies
- Took part in organizational conferences and meetings and put forward a lot of feedback and suggestions for the improvement of systems
- Distributed mail packs when required
- Escalated any issues appropriate for manager level handling through the correct escalation avenues
Education
Bachelor of Laws - Commercial Law
University of Auckland
Auckland, NZ03-2016
High School Diploma -
St Kentigern College
Howick/Pakuranga, Auckland12-2015
Skills
- Immigration inquiries
- Office management
- Application processing
- Behavioral support
- Customer relations
- Policy enforcement
- Deadline management
- Individualized service planning
- Problem resolution
- Integrity and honesty
- Document management
- Interviewing skills
- Accuracy and precision
- Complaint handling
- Patience and perseverance
Timeline
Immigration Officer
Immigration NZ
03.2024 - 01.2025
Team Administrator - Māori and Pacific Portfolios
Health Research Council of NZ
05.2023 - 03.2024
Central Processing Officer
Work and Income - Ministry of Social Development
07.2021 - 08.2022
Family Case Manager
Auckland District Court
10.2020 - 07.2021
Customer Service Representative
Ministry of Justice
04.2020 - 10.2020
Customer Service Representative
OSPRI
09.2018 - 11.2019
Bachelor of Laws - Commercial Law
University of Auckland
High School Diploma -
St Kentigern College
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