Natasha Dua
Sydney,NSW
Summary
OPERATIONS MANAGER
Agile and quality-focused Operations Manager with 7+ years of experience in administering operations while building key relationships with decision makers and seizing control of critical problem areas. Demonstrated capabilities in establishing operational metrics, assessing existing operational processes and developing fact-based, data-driven recommendations for process improvement. Committed to leveraging my skills and experience to contribute effectively for the continued success of a sustainable and innovative company.
Overview
8
8
years of professional experience
Work History
National Operations Manager, Customer Service
Visa Rep Services
Sydney, NSW
01.2019 - Current
- Streamline visa application processes by establishing operational metrics and KPIs, resulting in a reduction in processing time and 20% improved customer satisfaction
- Ensured compliance with client Government regulations related to customer service operations across Australia.
- Created reports on monthly performance metrics such as response time, resolution rates, and other key indicators of success.
- Develop and implement training programs, resulting in enhanced employee productivity and compliance with operating regulations.
- Resolved escalated complaints from customers regarding their experiences with the company's services
- Monitored customer feedback from various channels such as surveys, emails, and used them to improve overall service quality.
- Oversaw recruitment efforts for positions related to national operations
- Mentored team of 10 customer service leaders to maximize quality in all support areas.
- Mitigated business risks by working closely with staff members and assessing performance.
- Liaise with internal and external stakeholders to ensure business continuity and optimize functional and operational plans
Events & Operations Coordinator
Urban Tadka
Sydney, NSW
02.2017 - 01.2019
- Coordinated daily operations activities and assigned tasks to staff members.
- Organized meetings, conferences, and other events related to operations.
- Monitored inventory levels to ensure adequate stock availability.
Maternity Leave
Maternity Leave
11.2015 - 02.2017
Education
Bachelor of Commerce (Business Administration)
HLCC
AhmedabadSkills
- Leadership
- Customer Service
- Operational Metrics
- Quality Assurance
- Resource Management
- Communication & Decision Making
- Conflict Resolution & Problem Solving
- Training and mentoring team members
- Hiring and onboarding
Accomplishments
- Project coordination: Made a significant contribution while opening of a new Visa Application Centre in Perth by leading the team for handling the operations
- Revenue growth: Introduced a new method of payment by integrating a payment gateway to our operations which helped increase overall revenue by 5%.
- Process enhancement: Reduced biometric turnaround time (TAT) at the lodgement counter by 50% by making changes to the CRM as per operations.
- Collaborated with internal teams to transition from paper receipts to E-invoices
- Streamlined end-of-day reports by automating report generation
Affiliations
- Indian State Volleyball Player
Timeline
National Operations Manager, Customer Service
Visa Rep Services
01.2019 - Current
Events & Operations Coordinator
Urban Tadka
02.2017 - 01.2019
Maternity Leave
Maternity Leave
11.2015 - 02.2017
Bachelor of Commerce (Business Administration)
HLCC
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