GRACELEEN PARDILLO
Schofields,NSW
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
I am passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement. Am very reliable, punctual and over all fast learner; always quick to adapt to changes in the workplace
Overview
12
12
years of professional experience
Work History
Shift Leader & Tech Support Level 1
Hexaware Technologies
03.2020 - Current
- Liaising with Service team leaders, Asset Specialists and State managers.
- Tech Support Level 1 - Monitored Woolworths owned stores’ systems via Connect Plus and provided technical support.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Developed strong communication skills among staff members by encouraging open dialogue during shift meetings or one-on-one discussions.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Evaluated staff performance and provided coaching to address inefficiencies.
Service Desk Analyst
Cognizant
03.2020 - 06.2020
- Allocating maintenance work to internal technicians or subcontractors.
- Identifying asset codes for each customer work order.
- Raising Purchase orders for services or materials.
- Use of Workspace, Pronto, Google Sheets, Excel, Maximo system and Microsoft Office.
- Engaged in user support interactions via telephone, chat and email platforms.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for users.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Provided after-hours support as needed to minimize business impact during downtime events.
- Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.
Administration Supervisor / Warehouse Management
Concept Logistics
08.2018 - 01.2020
- Releasing & work banking orders, creating connotes and labels for daily dispatches.
- Use of different programs/softwares: Microlistics, Loscam, Mainchain, Vellex, Startrack Data Entry, Mainfreight, Direct Freight, Oneflo.
- Assisted warehouse by picking orders using an RF Scanner (when highly needed)
- Scheduled containers and transport and prepared stock on hand reports.
- Coordinated cross-departmental initiatives to enhance communication between teams and increase overall company effectiveness.
- Conducted regular performance reviews for staff members, identifying areas for improvement and providing constructive feedback.
- Served as a primary point of contact for external stakeholders, fostering strong relationships with clients and vendors.
- Managed daily operations of the department, delegating tasks appropriately and monitoring progress to ensure timely completion.
Approvals Coordinator
Private Building Certifiers
01.2016 - 09.2016
- Preparing CC, CDC and OC Certificates, Working closesly with the project manager, clients and council, Answering inbound calls, Making outbound calls to clients and council, Creating CC, CDC and OC Certificate packages for council and clients, Making sure all acquired certificates are in order and present
Service Desk
Coca-Cola Amatil
12.2015 - 01.2016
- Answering inbound calls, Looking after the Coke Rewards program, Answering customer enquiries, Logging calls into the system, Checking customer accounts, Writing emails to head department and customers, Using different systems such - Omnis, EMI, Agent
Motor Claims Consultant
NRMA Insurance
06.2015 - 05.2015
- Answering continuous inbound calls, Answering customer enquiries, Lodging Claims on Claim Centre, Assisting Customers who have just been in incidents, Organizing Glaziers, Repairers, Towing, Hire Cars etc., Assist customers insured with NRMA, SGIO, SGIC and RACV
Sales Representative
Utmost Empire
06.2014 - 12.2014
- Independent contractor in sales and marketing, Meet and greet all customers, Building rapport with people, Promoting Prince of Wales hospital, Travelling in and out of Sydney, Hitting weekly Targets/KPI's
Party Host/Front Desk/All Rounder
Go Bananas
07.2013 - 01.2014
- All rounder (receptionist, party host, cleaner, before and after school care teacher).
- Meet and greet all customers.
- First point of contact for phone and face to face enquiries.
- Kept play center clean and tidy.
- Hosted parties (meals, games, birthday cake).
- Drove children to and from school (before & after school care).
Medical Receptionist
Plumpton Medical Centre
11.2012 - 02.2013
- Act as first point of contact for phone and face to face enquiries, Performing daily checks on all aspects of my work areas, Efficient management of main switchboard and electronic faxes, Correctly collecting information and saving it the data system, Dispatching orders for medical equipment, Empathize with all patients
Education
High School Certificate -
Wyndham College
12.2013
Certificate lll Aged Care -
Nepean Tafe
06.2013
Skills
- Positive Attitude
- Team Leadership
- Problem-Solving
- Customer service focus
- Strong verbal and written communication
- Customer Service Management
- Team Supervision
- Technical Support
References
- Elvis Silva, Concept Logistics, elvissilva@conceptlogistics.com.au, 0452 020 170
- Theodora Fono, Cognizant, dfono@cognizant.woolworths.com.au, 0410 944 295
- Renee Jande, Concept Logistics, reneejande@conceptlogistics.com.au, 0413 046 309
- Rhie Thurloe, Private Building Certifiers, 0405 210 721
- Zohaib Rabbani (Shift Lead), Hexaware, zrabbani@cogz.woolworths.com.au, 0452 315 482
Timeline
Shift Leader & Tech Support Level 1
Hexaware Technologies
03.2020 - Current
Service Desk Analyst
Cognizant
03.2020 - 06.2020
Administration Supervisor / Warehouse Management
Concept Logistics
08.2018 - 01.2020
Approvals Coordinator
Private Building Certifiers
01.2016 - 09.2016
Service Desk
Coca-Cola Amatil
12.2015 - 01.2016
Motor Claims Consultant
NRMA Insurance
06.2015 - 05.2015
Sales Representative
Utmost Empire
06.2014 - 12.2014
Party Host/Front Desk/All Rounder
Go Bananas
07.2013 - 01.2014
Medical Receptionist
Plumpton Medical Centre
11.2012 - 02.2013
High School Certificate -
Wyndham College
Certificate lll Aged Care -
Nepean Tafe
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