Aninda Trisani

• Provided coaching and feedback on employee performance, encouraging professional development.
• Coordinated team activities and delegated tasks to ensure efficient completion of projects.
• Collaborated with other departments to ensure alignment of goals across teams, achieving customer outcomes that align with the agency's Master Plan for being simple, helpful, respectful, and transparent.
• Assisted with recruitment.
• Held monthly staff meetings to review project updates, discuss issues, and brainstorm solutions.
• Established clear expectations for employees, providing guidance when needed.
• Conducted regular performance reviews to assess individual team member progress.
• Resolved customer complaints effectively while maintaining a high level of customer service.
• Analyzed data from various sources to identify each team member's areas of improvement in the department's operations.
• Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
• Reviewed completed work to verify consistency, quality, and conformance.
• Maintained open lines of communication with senior management, reporting team progress and challenges.
• Coordinated daily operations, ensuring team adherence to company policies and procedures.
• Identified needs of customers promptly and efficiently.

Period June 2022 - March 2024; Team Leader (APS5/6 Backfill).

Key responsibility:

• Provided coaching and feedback on employee performance, encouraging professional development.
• Maintained a positive work environment that promoted collaboration between team members.
• Participated in regular meetings with senior leadership to provide updates on team progress.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Developed strategies for problem solving and conflict resolution among team members.
• Held monthly staff meetings and daily stand-ups to review project updates, discuss issues, and brainstorm solutions.
• Established clear expectations for employees, providing guidance when needed.
• Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
• Reviewed completed work to verify consistency, quality, and conformance.
• Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
• Established clear team goals aligned with Agency objectives, and tracked progress regularly.
• Provide training to the new recruits.

Period: May 2021 to June 2024; Service Delivery Officer (APS4).

Key responsibility:

• Provide services to answer and resolve customers' inquiries.
• Taking inbound and outbound calls specifically, but not limited to customers who are on ABSTUDY, Indigenous, and Remote Services line.
• Assist and educate customers with self-services.
• As a Technical Peer Support Officer, I also help my work colleagues navigate how to search internal or external sources to help make appropriate decisions for customers.

Period March 2014 to May 2021; Service Delivery Officer (APS3).

Key responsibility :

• Provide services to answer and resolve customers' inquiries.
• Taking inbound and outbound calls specifically, but not limited to customers who are on ABSTUDY, Indigenous, and Remote Services line.
• Assist and educate customers with self-services.