KALPESH PRAJAPATI
WERRINGTON,NSW
Summary
Dynamic and results-oriented Operations Supervisor with over 7 years of experience in project management, logistics and warehousing. Proven expertise in leading diverse teams, optimizing operational processes, and driving continuous improvement to achieve organizational goals. Adept at strategic planning, stakeholder engagement, and ensuring compliance with quality and safety standards and seeking to leverage strong leadership and problem-solving skills to contribute to operational excellence and business growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Operations Supervisor
DB Schenker Australia Pty Ltd (Assurant - OPTUS)
06.2018 - Current
- Oversee and effectively support the management of multiple operational projects
- Supervise and lead a team of 30-35 technicians/operators responsible for reverse logistics and furnishing expert technical support to ensure smooth day-to-day operation
- Optimize labour planning and reduce operational costs through process improvements
- Respond to multifaceted enquiries from customers on a wide range of matters and provide timely, accurate, and consistent advice and information on services via a range of interaction channels, as per organizational processes and standards to ensure optimal service delivery and put the customer at the centre
- Update and maintain records and databases, complying with service delivery systems and processes, to ensure that all information is accurate, stored correctly and accessible
- Provide accurate, effective, and high-quality customer service consistent with the customer's vision, mission, values, practices and procedures to ensure optimal service delivery and a positive customer experience
- Provide high level advice and assistance to build customer capability regarding products and services
- Accurately receipt, record, and resolve customer complaints and escalated enquiries to ensure timely and effective outcomes for customers
- Perform administrative activities, including the creation and updating of records, in line with privacy requirements and legislative obligations to ensure the integrity of information and to support effective service delivery
- Maintain adherence to customer Key Performance Indicators (KPIs), deadlines, and quality benchmarks
- Contribute to continuous improvement initiatives through new ideas and identification of opportunities to improve the efficiency of work processes and the implementation of changes in the workplace
- Oversee contractual and service relationships with clients, focusing on retention, renewal, and growth
- Develop and implement operational project strategies aligned with company objectives to fulfil customer's requirements
- Contribute to the successful delivery of large-scale ad-hoc projects within specific timelines and budgets by collaborating with technical and production teams
- Conduct regular stock takes, maintain inventory records, and prepare daily reports
- Coordinate appropriate modes of transportation for goods to meet delivery requirements
- Compile and present monthly distribution performance reports to senior management
- Assess business needs and propose effective logistical solutions
- Recommend equipment requirements to senior managers and ensure proper maintenance and suitability for tasks
- Address performance issues, grievances, and retention, while fostering a positive work environment
- By conducting team appraisals and performance reviews, effectively manage team performance, foster professional growth, and contribute to the overall success of the organization
- Promote a culture of safety across the site, ensuring compliance with health and safety regulations
Team Leader
DELL CFS Projects - DB Schenker Australia Pty Ltd
03.2013 - 06.2018
- Led a team of 10-12 members to execute CFS for Dell projects, ensuring efficient task allocation and team motivation to enhance productivity
- Conducted daily toolbox meetings to address safety protocols, 5S methodology, operational planning, and team concerns, fostering a culture of continuous improvement
- Maintained billing for out-of-scope CFS operations and ensured adherence to customer Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
- Collaborated with the Operations Supervisor to develop daily labour plans, optimizing workforce utilization
- Updated all Work Instructions and Standard Operating Procedures (SOPs) for project operations in line with new process requirements, ensuring clarity and compliance
- Oversaw special service projects and provided training to team members, ensuring successful project execution and skill development
- Contributed to improving team performance by regularly providing constructive feedback, and fostering professional growth
- Managed all CFS operations, including Level 1 Services for multiple customers, order allocation and processing, receiving, stock put-away, conducting regular stock takes, maintaining inventory records, and preparing daily reports
- Reported all safety, security, and Workplace Health and Safety (WHS) incidents within the facility using Paradigm3, liaised with the Occupational Health & Safety Coordinator to arrange maintenance of Materials Handling Equipment (MHE) and store facilities, and promoted a culture of safety across the site
- Actively represented various committees, including Occupational Health & Safety, and served as a First Aid Officer, 5S Operations Champion, and Chief Fire Warden, contributing to a safe and organized work environment
Project Coordinator
DELL CFS - DB Schenker Australia Pty Ltd
03.2010 - 03.2013
- Managed all CFS operations - Level 1 Services for multiple customers
- Installing and configuring new PCs in a production environment to better support the operation team
- Setting up new user accounts and providing required access to users
- Providing required access to the PCs on domain environment like mapping proper network drives, assigning to correct security group, making sure computer is in correct Organizational Unit (OU), etc
- Setting up new PCs/Laptops in the production environment and maintaining it
- Troubleshooting and resolving complex technical issues raised daily, within the operational projects
- Knowledge and experience of ticketing tool - ServiceDesk plus for resolving technical issues
- Updated all WI for project operations as per new process requirement
- Monitored ongoing Special Services projects and gave enough rotating training to all team members, motivated the team by giving them positive feedback
- Contributed to improving team performance by regularly giving them constructive feedback
- Define project timelines, milestones, and deliverables to ensure the timely processing of customised services and minimise delays
- Develop detailed project plans for CFS (Custom Fulfilment Services), including product returns, refurbishments, repairs, and recycling
- Work closely with DELL vendors, and suppliers to manage the logistics of returns, repairs, and product refurbishing
- Negotiate with DELL suppliers and logistics partners to optimize cost and delivery time for CFS services
- Act as the main point of contact for customers regarding the status of Special CFS Services
- Address customer concerns or issues with returns and ensure clear communication of policies, timelines, and resolutions
- Track key performance indicators (KPIs) for reverse logistics operations, such as return rates, processing times, customer satisfaction, and cost efficiency
- Reporting and billing of all Out-of-Scope CFS Projects Operations
IT Support Analyst (Internship)
Softech Informatics
09.2009 - 03.2010
- Logged and resolved technical issues using Service Desk Plus software
- Following up on 'assigned to me' and 'owned by me' cases by updating every 24 hours
- Create, modify, and maintain user accounts in AD for all clients
- Provided remote and on-site support for PC hardware, software, Password reset and network issues
- Delivered application support for MS Office Suite and SAP
- Performing high-level desktop troubleshooting, settings and resolving problems in a timely and effective manner
- Maintained detailed call records for analysis and troubleshooting
Education
Professional Year Program -
ACS
Sydney01.2010
Master of Information Systems -
CQU
Sydney01.2007
Bachelor of Computer Engineering -
AITS
Gujarat01.2004
Skills
- Proficiency in MS Office Suite
- MS Visio
- Crystal Reports
- Troubleshooting of Microsoft OS
- Email Applications (MS Outlook, Lotus Notes)
- System Installation
- Configuration and Maintenance
- Desktop troubleshooting
- System Administration
- Configuring Printers/Scanners
- Audio-Visual Devices
- Intermediate knowledge of reporting tools
- Familiarity with remote desktop tools (TeamViewer, AnyDesk)
- Advance knowledge of WMS
- Multiclient Exceed WMS
- Boomerang
- SAP
- APPLE GSX
- FUTUREDIAL
- TMS
- Advance knowledge of Web Portals
- Transport management
- StarTrack
- TOLL
- AusPost
- DHL
Certification
- Provide First Aid Training, 2022
- Compliance Training: Integrity, Anti-Trust Law, Code of Conduct Certificate, 2021
- Bullying and Harassment for Managers and Supervisors, 2020
- IT Security Awareness Training Campaign, 2020
- Control Evacuation to Muster Point - Survival Fire Response - Fire Warden Training, 2019
- Undertake First Response to Fire Incident - Fire Warden Training, 2019
- Transport of Lithium Batteries & Dangerous Goods Training - DG Air Training Centre, 2018
- General Warehousing & Road Transport - DG Air Training Centre, 2018
- Paradigm 3 Training, 2017
- Fundamental Contract Logistics, 2017
- Cultural Awareness, 2017
- Business Development, 2017
- Tender Management, 2017
- ECO Training, 2017
- Email Etiquette, 2017
- Introduction to Transportation, 2017
- Health and Safety Online Training, 2017
- Drug and Alcohol Online Training, 2017
- 7 Habits of Highly Effective People, 2016
- Design Your Career, 2016
- Empower Your Talent, 2015
- Manual Handling Training, 2015
- 5S Training, 2015
Attributes
- Proven leadership skills with experience managing diverse teams
- Excellent communication with internal and external stakeholders
- Goal-oriented, adaptable, and quick to learn.
- Strong problem-solving and conflict-resolution abilities.
- Meticulous attention to detail and commitment to organizational policies.
- Skilled in time management and multitasking under pressure.
Timeline
Operations Supervisor
DB Schenker Australia Pty Ltd (Assurant - OPTUS)
06.2018 - Current
Team Leader
DELL CFS Projects - DB Schenker Australia Pty Ltd
03.2013 - 06.2018
Project Coordinator
DELL CFS - DB Schenker Australia Pty Ltd
03.2010 - 03.2013
IT Support Analyst (Internship)
Softech Informatics
09.2009 - 03.2010
Professional Year Program -
ACS
Master of Information Systems -
CQU
Bachelor of Computer Engineering -
AITS
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