Jinesh Soni
Austral,Australia
Overview
19
19
years of professional experience
Work History
Senior Complaints and Damages Co-Ordinator, NBN Pre- BRT and C2P project Co-Ordinator
BSA Ltd.
12.2020 - 09.2025
- Complaints and Damages investigation which includes technical, and claimed SORs investigation to assess valid vs invalid complaints.
- Regular field visits for the quality check of technician’s workmanship and point out the issues which leads to potential complaints.
- Provide daily and weekly reports to BSA state managers and NBN.
- Regular meetings with BSA State Managers and Field Supervisors to discuss the highest drivers eg placement of NBN equipment, alleged damages from technician workmanship; complaint volumes and resolution times.
- Provide a plan of action to reduce incoming complaints.
- Negotiating between NBN Case Managers, BSA Field Supervisors and BSA technician in working out the resolution.
- C2P and Pre-BRT process, including pre and post checks of SMP swap and SOR claims.
Complaints and Damages Co-Ordinator, and Assistant Land Access Officer
BSA Ltd.
01.2019 - 01.2020
- Working towards streamlining complaint process regarding BSA technicians working on NBN Installation and Service Restoration.
- Working on procedures for better management of complaint handling in relation to NBN related technician complaints.
- Land Access Duties – Send the way leave notices to customers. Negotiating between technician and local councils to get an approval of works. e.g. discuss about the council standard of restoration works, provide invoice.
Workforce Scheduling and NBN MAC project Co-Ordinator ( NBN Co)
BSA Ltd.
12.2016 - 01.2019
- Strategic Work Allocation and Technical Expertise: Maintained a strong understanding of the NBN network and on-site technician tasks to ensure high-quality service and support.
- Analyze the Mac Major NBN work, approve the SORs for the required works and discuss the works and provide the daily update to NBN
Senior Customer Service Representative (Telstra Project)
BSA Ltd.
01.2015 - 12.2016
- Strategic metro and regional Work Allocation.
- Manage the daily work allocation to ensure we meet the daily completion KPIs.
- Manage escalations and liaise between technicians and customers to ensure smooth completion and resolution.
- Provide reports to Field Managers in timely manner to provide hourly update on workload status.
- Manage operations team and BSA Field technicians rostering and timesheet submission.
Workforce Scheduler
BSA Ltd.
06.2012 - 01.2015
- Strategic Work Allocation and regional Operations Coordination: Organize and manage work runs to regional areas, ensuring seamless service delivery across diverse locations.
- Train fellow staff members for the strategic work allocation.
- Discuss the work allocation and technician’s capacity planning.
- Manage escalations, faults and arrange technicians on the same day to fix the faults.
Workforce Scheduler (Telstra)
BSA Ltd.
06.2010 - 01.2012
- Strategic Work Allocation: Assigned tasks to technicians by evaluating their skill sets, daily capacity, job location geography, and proximity to work sites for optimal efficiency.
- Regional Operations Coordination: Organized and managed work runs to regional areas, ensuring seamless service delivery across diverse locations.
- Technical Expertise: Maintained a strong understanding of the NBN network and on-site technician tasks to ensure high-quality service and support.
Customer Service Representative
BSA Ltd Call Center (Telstra)
10.2009 - 06.2010
- Support and provide superior service via phones, e-mails and faxes as a receiver and caller
- Use questioning and listening skills that support effective telephone communication.
- Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
- Effectively deal with job stress, angry callers, and upset customers
- Use the most appropriate way to communicate with different behaviour types on the telephone.
- Apply the elements of building positive rapport with different types of customers over the phone.
- Apply the proper telephone manners to satisfy various customer situations.
- Apply appropriate actions to effectively control a telephone call.
- Scheduling technicians
- Make an appointment with customers
Collection officer
CFS
Yagoona, Sydney
10.2008 - 10.2009
- Making outbound calls
- Scheduling appointment with customers for financial advise.
- Debt collections
Customer service manager
Sunglass Hut
Sydney
12.2006 - 10.2008
- Open / Close the store
- Operating cash register
- Conducting Stock take and keep well stocked and ordering.
- Maintain attractive display and visual merchandising
- Answering Phones
- Dealing with customer complaints
- Reconciliation of customer’s specific request
- Arrange promotions.
Education
Advanced Diploma - Hospitality Management
Holmes University
Sydney01.2009
Bachelor of Science - Microbiology
Gujarat University
01.2005
Skills
- Sound knowledge of computer applications like Word, Excel, and Power point etc
- Self motivated Possess strong analytical and problem-solving skills with the ability to make well thought out decisions
- Excellent written and verbal communication skills
- Recognized for professionalism, thoroughness and commitment to quality and teamwork
- Ready to assume new challenges to meet or succeed objectives
- Conflict resolution, empathic listener, empathetic, patient warm and friendly
- Forward – thinking team leader skilled at operating teams efficiently to meet goals
- Experienced with managing project timelines, resources, and stakeholder communications efficiently Utilizes problem-solving skills to address project challenges and ensure smooth execution Track record of implementing project management best practices to deliver quality outcomes
Timeline
Senior Complaints and Damages Co-Ordinator, NBN Pre- BRT and C2P project Co-Ordinator
BSA Ltd.
12.2020 - 09.2025
Complaints and Damages Co-Ordinator, and Assistant Land Access Officer
BSA Ltd.
01.2019 - 01.2020
Workforce Scheduling and NBN MAC project Co-Ordinator ( NBN Co)
BSA Ltd.
12.2016 - 01.2019
Senior Customer Service Representative (Telstra Project)
BSA Ltd.
01.2015 - 12.2016
Workforce Scheduler
BSA Ltd.
06.2012 - 01.2015
Workforce Scheduler (Telstra)
BSA Ltd.
06.2010 - 01.2012
Customer Service Representative
BSA Ltd Call Center (Telstra)
10.2009 - 06.2010
Collection officer
CFS
10.2008 - 10.2009
Customer service manager
Sunglass Hut
12.2006 - 10.2008
Advanced Diploma - Hospitality Management
Holmes University
Bachelor of Science - Microbiology
Gujarat University