Monisha Chand
Manager
Melbourne,VIC
Summary
Im an experienced Office Manager and Administration Professional optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. I have worked effectively with cross-functional teams in ensuring operational and service excellence. Im a strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. I am adept at collaborating with diverse teams and fostering positive work environments.
Overview
9
9
years of professional experience
Work History
Office Manager & Executive Assistant
FNZ
04.2021 - 06.2023
- Managing three offices in Australia, Melbourne, Sydney & Brisbane overlooking 300+ staff
- Oversee the day-to-day operations of the office, ensuring smooth functioning and efficiency.
- Manage administrative tasks, including organizing meetings, scheduling appointments, and maintaining office supplies.
- Develop and implement office policies and procedures to enhance productivity and streamline operations.
- Support HR activities, such as recruiting, onboarding, and employee engagement initiatives.
- Foster a positive work environment and promote teamwork and collaboration among staff members.
- Coordinate with IT department on all office equipment
- Liaising with vendors regarding any office or business queries
- Manage office budgets and expenses, including procurement of office equipment and supplies.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Provide high-level administrative support to senior executives and company leaders
- Prepare and edit correspondence, reports, and presentations for executive review.
- Act as a liaison between executives and other staff members, clients, and external stakeholders.
- Coordinate and prioritize incoming requests and inquiries, delegating tasks to appropriate team members.
- Assist with the planning and execution of executive-level meetings, conferences, and events.
- Manage confidential and sensitive information with utmost discretion and professionalism.
Customer Care Manager
2degrees Telecommunication
09.2019 - 03.2021
- Oversee and manage the customer service team of 15-20 direct reports, ensuring exceptional service delivery.
- Monitor and evaluate customer service metrics, such as response time, resolution rate, and customer feedback.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Maintain up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
- Train, coach, and mentor customer service representatives, providing guidance and support.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established performance and service goals and held associates accountable for individual performance.
Customer Experience Manager
Latitude Financial Services
09.2014 - 09.2018
- Handled complaints, provided appropriate solutions and
- Oversee and manage the customer service team of 12-20 direct reports, ensuring exceptional service delivery. alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Identify areas for improvement and implement strategies to enhance the customer service experience.
- Handle escalated customer inquiries or complaints, resolving issues promptly and effectively.
- Collaborate with other departments to ensure seamless coordination and communication in addressing customer needs.
- Conduct regular performance evaluations for customer service team members and provide coaching and feedback.
- Stay updated on industry trends and customer service best practices to drive continuous improvement.
- Prepare reports and presentations on customer service performance for management review.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Education
High School Diploma -
Air New Zealand Travel & Tourism Training
New Zealand07.2010
Skills
- Human Resources
- Office Management Software
- Technical Support
- Calendar Management
- Performance Improvement
- Budgeting
- Training and Development
- Organizational Skills
- Event Coordination
- Leadership and Change Management
- Excellent Multitasking Abilities
- Travel Coordination
Timeline
Office Manager & Executive Assistant
FNZ
04.2021 - 06.2023
Customer Care Manager
2degrees Telecommunication
09.2019 - 03.2021
Customer Experience Manager
Latitude Financial Services
09.2014 - 09.2018
High School Diploma -
Air New Zealand Travel & Tourism Training
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