Bilal Quadan
Meadowbank,NSW
Summary
Dedicated and experienced Client Services Manager with a background in security management and a passion for supporting individuals with disabilities. Seeking to leverage my leadership skills and expertise in operations management to establish and manage Special Disability Accommodation (SDA) facilities under the National Disability Insurance Scheme (NDIS).
Overview
4
4
years of professional experience
Work History
Client Services Manager
Certis
Macquarie Park, NSW
04.2021 - Current
- Oversee the operations and performance of transport and infrastructure contracts within a 100m+ portfolio
- Provide leadership and direction to on-site staff and supervisors
- Received six promotions in security management, demonstrating strong performance and dedication
- Climbed the corporate ladder and gained visibility in the industry through consistent delivery of results and effective team management.
- Developed and maintained relationships with clients to ensure satisfaction.
- Assisted in the development of client service strategies, policies, and procedures.
- Managed customer inquiries and complaints in a timely manner.
- Ensured compliance with company standards for customer service delivery.
- Created reports on key performance indicators related to client services activities.
- Trained new staff members on customer service processes and procedures.
- Performed data analysis to identify areas of improvement in client services operations.
- Maintained accurate records of all customer interactions, transactions, comments, and complaints.
- Collaborated with other departments to resolve complex customer issues.
- Identified potential risks associated with client services operations.
- Responded promptly to any escalated customer service issues.
- Established clear communication channels between customers and internal teams.
- Negotiated contracts with external vendors related to client services operations.
- Provided guidance to team members on how to handle difficult situations with clients.
Workforce Planning Manager
Certis
Macquarie Park, NSW
11.2019 - 04.2021
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Monitored staff performance and addressed issues.
Education
Bachelor of Criminology - Sociology
Western Sydney University
Parramatta, NSW09-2021
Legal Services
Australian Careers Business College
Liverpool, NSW10-2014
Skills
- Operations Management
- Leadership and Team Building
- Contract Management
- Risk Assessment and Management
- Client Relationship Management
- Compliance and Regulation Adherence
- Problem-Solving and Decision-Making
- Communication and Interpersonal Skills
- Client Relationships
- Account Management
- Client Rapport
- Strong Leadership
- Team Development
- Client Relationship Building
- Client Retention
- Recruiting and Hiring
- Fiscal Management
- Cost Control
- Schedule Management
- Emergency Response
- Process Improvement
- Staff Management
- Good Judgment
- Professional and Courteous
Qualifications And Certificates
- First Aid Certification
- Security Risk and Management Certificate IV
- Working with Children Check
- NDIS Worker Screen Check
- NDIS Worker Orientation Certificate
- Supporting People to Stay Infection Certificate
- Bachelor of Criminology
- Leadership and Management Certificate
- Legal Service Diploma
References
Available upon request
Timeline
Client Services Manager
Certis
04.2021 - Current
Workforce Planning Manager
Certis
11.2019 - 04.2021
Bachelor of Criminology - Sociology
Western Sydney University
Legal Services
Australian Careers Business College
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