Summary
Overview
Work History
Education
Skills
Certification
ADDITIONAL INFORMATION
Timeline
Generic

MOHANI SHARMA

Reservoir

Summary

Experienced complaints and case management professional with over 10 years’ experience in the tertiary education sector, currently working as an Adviser in Student Conduct and Complaints at Monash University. I bring strong expertise in conducting complex, high-risk investigations with impartiality, discretion, and procedural fairness. My work is grounded in a deep understanding of legislation, University policy, and the principles of natural justice. I have a proven ability to engage effectively with various stakeholders, including senior academic and professional staff, students, and external bodies, and to influence outcomes through clear communication, sound judgement, and collaborative problem-solving. With a Bachelor of Social Science (Legal and Dispute Studies) and NMAS Mediator Accreditation, I combine technical knowledge with a commitment to equity, integrity, and continuous improvement in complaints handling.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Advisor, Student Conduct and Complaints (FAST)

Monash University
11.2021 - Current
  • Create and maintain professional relationships with internal and external stakeholders that support the successful resolution of disputes
  • End to end investigation and resolution of complaints in a case management style
  • Create long, complex documents to represent the organisation for both internal and external purposes
  • Review internal decisions and outcomes to ensure they are in alignment with relevant policy and procedures
  • Contribute to ongoing organisational improvement with regular reporting and analysis, identifying trends, and issuing recommendations

Data Collector, NDIS

Australian Healthcare Associates
09.2020 - 11.2021
  • Conducted the Long Form Outcomes Framework (LFOF) survey on behalf of the National Disability Insurance Agency
  • Interviewed over 300 National Disability Insurance Scheme participants from a broad range of diverse backgrounds
  • 2 x three-month contracts during 2021 and 2022

Complaints Advisor

RMIT University
11.2019 - 09.2020
  • Produced detailed reports that identified trends and made improvement recommendations across the University
  • Applied superior negotiation, communication and conflict management skills to facilitate effective discussions and reach resolutions

Student Support Advisor

RMIT University
01.2019 - 11.2019
  • Provided advice to internal and external stakeholders, as well as key executive staff, on policy adherence and correct procedure
  • Applied exceptional interpersonal and communication skills to build strong relationships in challenging situations
  • Assisted at-risk and vulnerable students to manage difficult circumstances both in their personal life and study by providing assistance with general guidance, emergency financial relief and referrals to professional support services

Student Advisor

RMIT University
06.2015 - 01.2019
  • Developed training materials for new staff members to expedite their integration into the team effectively.
  • Provided timely assistance during peak registration periods, minimizing wait times for students seeking support services on-campus or remotely via email/phone calls/instant messaging platforms.
  • Managed and maintained accurate student records, ensuring data privacy compliance at all times.
  • Monitored regulatory updates in education sector, ensuring compliance with federal and state requirements at all times.
  • Coordinated events such as orientation sessions, graduation ceremonies, and career fairs to enrich campus life for students.

Interviewer

Social Research Centre
10.2014 - 05.2015
  • Conducted outbound interviews for Government and University research
  • Worked within individual and team KPIs and targets

Education

Bachelor - Legal And Dispute Studies

Royal Melbourne Institute of Technology
Melbourne, VIC
06.2015

Mediator Accreditation - NMAS

National Mediator Accreditation Standards Resolution Institute
03.2022

Advanced Year - Screen And Multimedia

MAPS Film School
Adelaide, SA
12.2008

Certificate IV - Screen And Multimedia

MAPS Film School
Adelaide, SA
12.2007

Skills

  • Complaint investigation expertise
  • High-level decision making
  • Organisational and planning skills
  • Ability to negotiate and influence
  • Relationship building
  • Analytical and problem-solving skills
  • Advanced computer literacy
  • Independent and team collaboration

Certification

  • Driver's License
  • First Aid Certificate
  • Working with Children Check

ADDITIONAL INFORMATION

I have further previous experience in customer service, events and hospitality. I have omitted this information from my CV due to either its lack of relevance, or time lapsed since this position was held.

Timeline

Advisor, Student Conduct and Complaints (FAST)

Monash University
11.2021 - Current

Data Collector, NDIS

Australian Healthcare Associates
09.2020 - 11.2021

Complaints Advisor

RMIT University
11.2019 - 09.2020

Student Support Advisor

RMIT University
01.2019 - 11.2019

Student Advisor

RMIT University
06.2015 - 01.2019

Interviewer

Social Research Centre
10.2014 - 05.2015

Mediator Accreditation - NMAS

National Mediator Accreditation Standards Resolution Institute

Advanced Year - Screen And Multimedia

MAPS Film School

Certificate IV - Screen And Multimedia

MAPS Film School

Bachelor - Legal And Dispute Studies

Royal Melbourne Institute of Technology

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