JAYDEEPSINH CHAVADA
Summary
Experienced Business & Policy Analyst and Engineer with a strong background in regulatory principles and compliance best practices. Skilled in quickly understanding complex regulations and applying critical thinking to overcome compliance challenges. Solid foundation in ensuring adherence to regulatory standards as a Quality and Compliance Analyst for a leading Telecommunication Company in Australia. Eager to enhance analytical and problem-solving abilities in the business realm.
Overview
10
10
years of professional experience
Work History
Quality and Compliance Specialist
Telstra Corporation Limited
05.2023 - Current
- Maintain Business’s document management, including reviewing, auding and analyzing the calls, chats and SMSs for Quality and Compliance with the business standards for quality documentation
- Contribute to the development and maintenance of documentation, quality assurance policies and procedures, reports and supporting materials to ensure an efficient and effective quality management system/s
- Conduct thorough reviews and audits of AWS calls made by staff to ensure compliance with calling guidelines and present data to team for the team calibration and forward the feedback to centre manager
- Assist in interpreting, implementing, and evaluating the adequacy of quality assurance standards to ensure they are in line with business objectives
- Collect and compile statistical quality data to devise sampling procedures and directions for recording and reporting outcomes of quality activities
- Plan, conduct and monitor testing and inspection of materials and products to ensure finished product quality
- Reviewed the implementation and efficiency of quality and inspection systems within the business’s agreed objectives and outcomes
- Participate in the business’s internal audit, auditing the auditor and quality and performance programs, including managing external providers conducting on-site audits, to record and evaluate findings to support recommendations and implementation of appropriate corrective actions
- Participate in the investigation of customer complaints and non-conformance issues in a timely, concise, and efficient manner to resolve matters within service delivery standards
- Identify training needs and organize training interventions to lead best practice delivery of services to ensure quality standards are met
- Advocating for a culture of quality and continuous improvement while ensuring the framework/s established under organisational and divisional plans are met
- Working with staff and managers to ensure the efficiency and integrity of the document management system in line with agreed targets and expected level of quality in a high-volume working environment
- Assisting the Branch’s managers and staff in implementing process improvement techniques and the tools to monitor them to ensure efficiency while maintaining the integrity of the service
National Faults SME
Telstra Corporation Limited
04.2022 - 05.2023
- Working with company’s leadership to create project-related documentation and training manuals which helps management in teaching and training employees
- Simplifying and figuring out the best method of distribution of complex information and data in simple language by presentation, modules in Excel, learning content, simulations, branching scenarios, and modules covering specific tasks
- Explaining policy implementation to fellow team members and act as a repository of authoritative information in a very simple way
- Defining the key takeaways to prevent cognitive overload and get the message across
- Instead of forcing employees to sit through an hour-long course that covers too much ground, created training modules where employees can achieve their goals by providing shorter, more focused training sessions
- Giving feedback on process and procedure to management or approving alterations in regulations, procedures and policies and aid in the development of clear objective statements
- Informing consumers regarding project goals and expected deliverables and communicating with company stakeholders regarding project progress and Resolving project-related problems with expertise and fact-checking with other professionals on the project to ensure data and information accuracy
- Providing feedback to business and management team throughout creation, testing and rollout of deliverables and working with company’s leadership to create testing scenarios and validate test results and Validating deliverables produced by a project or company
CEO Complaint Case manager MPA Code Red
Telstra Corporation Limited
06.2021 - 04.2022
- Working independently and as part of a team, and responsible for acting as a single point of contact for users, logging and managing contacts within SLA, building excellent relations with end-users and great perception of Service Desk operations
- Managing case to case basis of stakeholders’ Technical complex Faults (IT and Software Faults), NBN internet and Landline Fault and troubleshooting their emails and internal software queries
- Gathering databases and compile data for the higher senior team
- Dealing with helping technician over the phone and Customer with their Technical complex issues (IT and Software issues), NBN internet and Landline issues
- Gathering database and suggesting the best products and services from Telstra
- Assisting stakeholders in installing hardware equipment (i.e., Cordless phone, Modem, Printer etc.) over the phone
- Ability to interpret technical information and present it in simple terms for a less technical audience
- Identification of recurring and related incidents and the ability to correlate for a potential bigger problem or identifying seeding indicators for a more significant issue
- Following up on users chase calls; monitoring own and absent colleagues’ queue in Remedy; Consulting on high priority (Life-Threatening Medical Condition Priority) issues with Incident Manager
- Resolving as many incidents as possible on initial contact according to agreed SLA and processes for dedicated Customer and confirming that the issue is fixed with users (FTF and FLR)
- Identification of recurring and related incidents and ability to correlate for a potentially more significant problem or identifying seeding indicators for a more prominent issue
- IT, technical knowledge and demonstrated network knowledge troubleshooting skills with strong analytical skills
- Email troubleshooting, technical error, creating new email and help in Outlook mail, iCloud and many more server settings help provided
Service Desk Analyst Case Manager PA NBN Faults
Telstra Corporation Limited
12.2020 - 05.2021
- Managing case to case basis of stakeholders’ Technical complex Faults (IT and Software Faults), NBN internet and Landline Fault and troubleshooting their emails and internal software queries
- Gathering databases and suggesting the best products and services
- Dealing with helping technician over the phone and Customer with their Technical complex issues (IT and Software issues), NBN internet and Landline issues
- Gathering database and suggesting the best products and services from Telstra
- Offered help to stakeholders in installing hardware equipment (i.e., Cordless phone, Modem, Printer etc.) over the phone
- IT, technical knowledge and demonstrated network knowledge troubleshooting skills with strong analytical skills
- Email troubleshooting, technical error, creating new email and help in Outlook mail, iCloud and many more server settings help provided
- Resolving as many incidents as possible on initial contact according to agreed SLA and processes for dedicated Customer and confirming that the issue is fixed with users (FTF and FLR)
- Identification of recurring and related incidents and ability to correlate for a potentially more significant problem or identifying seeding indicators for a more prominent issue
- Establishing and contacting the services the client needs, according to their agreed plan
- Ensuring agreements and plans are followed
- Organizing appointments and meetings and ensuring invitees attend
- Setting schedules, timelines, tracking milestones and reporting on progress
Customer service with administrative assistance
Telstra Corporation Limited
07.2020 - 12.2020
- Customer sales and services, Provided customers with quality aid through phone calls (call center), emails, and internet chats
- Accurately verified information and updated information databases, as necessary
- Conducted administrative work including paperwork, entering data into spreadsheets
- Showed a clear understanding of departments and their procedures
- Clearly meeting and well versed with the company’s policy and goals
Customer service
AHS Hospitality (Sydney)
12.2017 - 07.2020
- Responsible for Stock and set supplies
- Responsible for General housekeeping of the room
- Daily communication with international and national guests
- Accurately verified information and updated information databases, as necessary
Jr. Electrical Engineer supervisor with administrative assistance
Ravi Pharmaceuticals Pvt and Ltd (Gujrat, INDIA)
07.2015 - 05.2016
- Electrical machine testing, maintenance, and troubleshooting
- Accurately verified information and updated information databases, as necessary
- Offered new services based on the needs of a customer and discussed promotions, products, and anything of better and more satisfactory service for the Customer
- Showed a clear understanding of products, services, and procedures
Education
Master of Engineering and Engineering Management - Energy Planning and Policy
University of Technology, Sydney (UTS)
07.2019
Bachelor of Electrical Engineering - undefined
Gujarat Power Engineering and Research Institute
06.2015
Skills
- Compliance monitoring
- Internal auditing
- Compliance oversight
- Information security
- Training delivery
- Operations support
- Policy enforcement
- Data analysis
- Risk assessment
- Policy analysis
- Problem resolution
- Call center experience
- Customer relationship management (CRM)
- Team collaboration
- Microsoft Office Suite
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Quality and Compliance Specialist
Telstra Corporation Limited
05.2023 - Current
National Faults SME
Telstra Corporation Limited
04.2022 - 05.2023
CEO Complaint Case manager MPA Code Red
Telstra Corporation Limited
06.2021 - 04.2022
Service Desk Analyst Case Manager PA NBN Faults
Telstra Corporation Limited
12.2020 - 05.2021
Customer service with administrative assistance
Telstra Corporation Limited
07.2020 - 12.2020
Customer service
AHS Hospitality (Sydney)
12.2017 - 07.2020
Jr. Electrical Engineer supervisor with administrative assistance
Ravi Pharmaceuticals Pvt and Ltd (Gujrat, INDIA)
07.2015 - 05.2016
Bachelor of Electrical Engineering - undefined
Gujarat Power Engineering and Research Institute
Master of Engineering and Engineering Management - Energy Planning and Policy
University of Technology, Sydney (UTS)
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