Helly Patel
Business Support Officer
Mount Duneed
Summary
Customer-focused professional with 3+ years of progressive experience across customer service, and business support within both private and public sector environments. Proven ability to resolve complex customer issues, support business systems, and streamline administrative processes. Skilled in troubleshooting, stakeholder communication, and process documentation. Now seeking to leverage service delivery and business systems knowledge in an Application Support role to enhance user experience and operational efficiency.
Overview
11
11
years of professional experience
Work History
Business Support Officer
PIRSA
01.2025 - 08.2025
- Managed administrative processes, ensuring smooth day-to-day operations.
- Arranged meetings, managed schedules, and created agendas for executives.
- Uploaded meeting notes, attendance, purchase orders, invoices, and other important papers to the objective so that the team can easily access them.
- Updated teams chart every forthrightly as in response team and stored them in objective.
- Process invoices for office supply and stationary supply approve with shared services on Basware
- Monitored manager's inbox: take care of any urgent tasks that arise and delete any unnecessary emails.
- Order office supplies using the workflow from the objective.
- Team members' travel and accommodation arrangements made through the CTM portal.
- Kept track of each team member's daily attendance and save the spreadsheet in Objective.
Business Services Officer
SA Health
02.2024 - 11.2024
- Managing onboarding , offboarding, modification process for users, ensuring all necessary documentation and compliance requirements are met.
- Solve users on-site by diagnosing and fixing hardware issues; generate support requests for unresolved issues and sent them to relevant hardware department for assistance.
- Tickets for building service issues, promptly notifying facilities department to ensure timely resolution of maintenance requests.
- Invoice processing for office supplies and stationery orders, ensuring timely approval with accurate budget tracking.
- Approval process for user access requests, coordinating with department heads to ensure appropriate permissions based on role requirements.
Customer Service Representative
Shared Services SA
03.2023 - 11.2023
- Respond to and Resolve Service Desk support tickets as in defined SLA
- Providing quality customer service to Shared Services SA
- Using financial management applications to plan and manage allocated tasks in timely, efficient manner
- Account monitoring for users as User account creation, Modification, and termination in accordance with Requisition procedure on Basware Platform
- Responding to client queries via phone, email, and chat as first point of contact
- Opening, updating, and closing client tickets, ensuring service delivery KPIs are met
- Tasks related to Service Desk tickets must be finished or escalated within time limits to seniors when needed
Inbound Customer Support
Telstra SA
07.2022 - 02.2023
- Acting as link between internal teams and clients to solve multiple
issues and contribute first-rate customer support - Resolved complaints from customers, identified underlying source of issue and chose best way to address issue within defined SLAs
- Kept records of customer interactions, customer accounts, and file documents using Siebel and Salesforce CRM Console
- Ensure KPIs are precise, achievable, relevant, and time-bound
Business Support Officer
Tata Consultancy Services
02.2015 - 06.2018
- Worked on IFMS software which handles all over state (Gujarat, India) financial budgets from this system
- IFMS is government department portal that creates online portal for finance
- Provide essential appropriate action on call and face-to-face
- Unresolved problems escalate to higher level of support
- Record and track issues as priority so financial transaction done easily and informs client about procedures of action taken
Education
Bachelor of Science -
Gujarat Technological University
AhmedabadMaster of Science -
Charles Sturt University
Melbourne, VICSkills
- Platforms: Work environment software hands-on CXone, Connect, Basware, Oracle Platform, IFMS Platform, Connect, Exflow
- Application Support, Business Support
- Customer Relationship Management Software
- Ticketing System (Salesforce, Service Now, Siebel, RIO, SA Health in-house ticket system)
Timeline
Business Support Officer
PIRSA
01.2025 - 08.2025
Business Services Officer
SA Health
02.2024 - 11.2024
Customer Service Representative
Shared Services SA
03.2023 - 11.2023
Inbound Customer Support
Telstra SA
07.2022 - 02.2023
Business Support Officer
Tata Consultancy Services
02.2015 - 06.2018
Bachelor of Science -
Gujarat Technological University
Master of Science -
Charles Sturt University