Nadia Gyi
Traralgon,VIC
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Team Leader experienced in directing activities of work groups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
9
9
years of professional experience
Work History
Team Leader
Services Australia
01.2024 - Current
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Promoted high standards through personal example to help each member understand expected behaviours and standards.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Senior Customer Service Officer
Services Australia
11.2023 - 01.2024
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Mentored junior team members, contributing to their professional development and overall team success.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client's concerns and company interests.
- Maintained up-to-date knowledge of industry trends and best practices to consistently deliver top-notch customer service.
Customer Service Officer
Services Australia
04.2021 - 11.2023
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
Front Desk Duty Manager
Mount Lavinia Hotel
01.2018 - 03.2020
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
- Developed and implemented new procedures and policies to improve operational productivity.
Restaurant Supervisor
Flamingo House
12.2016 - 01.2018
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
- Hired, trained and mentored staff to meet and exceed high quality standards.
- Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
- Monitored health and safety standards to maintain a clean, safe working environment.
- Identified and addressed customer complaints to promote satisfaction and loyalty.
- Developed and implemented standard operating procedures to maintain smooth operations.
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
Customer Relations Manager
Playtrix Cafe And Restaurant
12.2015 - 12.2016
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Streamlined internal processes to improve overall efficiency in handling customer inquiries and complaints.
- Created and delivered customized training programs for staff, enhancing their skills in customer service and problem solving.
Education
Master of Science - Entrepreneurship And Innovation
AeU University Malaysia
2020
Certificate in Digital Marketing -
Sri Lanka Institue of Marketing
2018
The British School in Colombo
07.2014
Colombo International School
07.2011
Skills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- Analytical Thinking
- Complex Problem-Solving
Accomplishments
- MLH Group Customer Service Award | 2019
- WPDO Peace Ambassador | 2018
- Miss World Sri Lanka | 2018
References
- Nyree Johns, Services Australia +61 400 442 152 Nyree.Johns@servicesaustralia.gov.au
- Danny So, Services Australia +61 412 809 366 Danny.So@servicesaustralia.gov.au
- Imasha Subodhini, Mount Lavinia Hotel +94 772 334 650 imasha.d@mountlaviniahotel.com
Timeline
Team Leader
Services Australia
01.2024 - Current
Senior Customer Service Officer
Services Australia
11.2023 - 01.2024
Customer Service Officer
Services Australia
04.2021 - 11.2023
Front Desk Duty Manager
Mount Lavinia Hotel
01.2018 - 03.2020
Restaurant Supervisor
Flamingo House
12.2016 - 01.2018
Customer Relations Manager
Playtrix Cafe And Restaurant
12.2015 - 12.2016
Master of Science - Entrepreneurship And Innovation
AeU University Malaysia
Certificate in Digital Marketing -
Sri Lanka Institue of Marketing
The British School in Colombo
Colombo International School
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