NIKITA SHAHANE

• Client Relationship Management: Develop and nurture relationships with key client stakeholders. Conduct regular account reviews to evaluate client satisfaction, address concerns, and identify new business opportunities.
• Account Development: Initiate and manage growth opportunities with existing clients, identifying areas for improvement to meet activity and shift posting targets.
• Solution Delivery Coordination: Work closely with internal teams to ensure the timely and successful delivery of solutions tailored to client needs.
• Client Support: Handle day-to-day ad hoc client queries and support the wider customer service team as needed. Manage high-severity requests or issue escalations promptly and effectively.
• Lifecycle Support: Provide ongoing support throughout the client lifecycle, addressing questions or concerns with professionalism and efficiency. Facilitate smooth onboarding processes for new clients to ensure seamless integration of services.
• Feedback Analysis: Analyze client feedback to identify areas for improvement and implement necessary changes to enhance client satisfaction and service delivery.
• Customized Presentations: Deliver tailored presentations to potential clients, demonstrating the value of our solutions and addressing their specific business needs.
• Account Performance Monitoring: Regularly monitor account performance metrics, taking proactive actions to ensure the successful achievement of client goals. Provide insights into account performance and industry trends during business reviews.
• Interpersonal Skills: Establish rapport with key decision-makers, fostering trust and open communication. Strengthen client relationships through proactive communication and strong interpersonal skills.
• Portfolio Management: Manage a diverse portfolio of accounts, ensuring the timely delivery of services and products. Maintain detailed records of client interactions in CRM systems for accurate tracking and follow-up.
• Industry Engagement: Participate in industry events and conferences to network with potential clients, stay updated on market trends, and represent the company effectively.
• Sales Coordination: Collaborate closely with sales teams to acquire new accounts while maintaining high service levels for existing clients.

• Talent Pool Expansion: Leveraged Z Staffing's technology to efficiently match qualified childcare workers with casual opportunities. Utilized networking events, job boards, social media, and recruitment websites to enhance candidate sourcing.
• Job Description Development: Partnered with hiring managers to create precise job descriptions and identify key qualifications, ensuring effective recruitment.
• Candidate Screening: Conducted thorough candidate evaluations, including group interviews, reference checks, and Learning & Development (L&D) sessions, to assess skills and fit.
• New Hire Management: Oversaw new hire portfolios, serving as the main point of contact to provide support and ensure client and employee engagement using various systems and tools.
• Team Development: Contributed to team growth by engaging with multiple departments and fostering a collaborative work environment.

Achievements: Achieved the highest number of candidate screenings in a single month during the second quarter, reflecting top performance and efficiency.

• Project Analysis and Consultation: Provided expert analysis and consultation on Audit, Assurance, and Risk Consulting Projects, including leading a 'Fee for No Service' remediation project with the Commonwealth Bank of Australia.
• Financial Assessments: Conducted in-depth financial assessments by analyzing extensive data to evaluate fee-based financial advice, identifying overcharges, and detecting service discrepancies.
• Data Review and Reporting: Reviewed and analyzed comprehensive financial data to prepare detailed reports, highlighting key findings and justifying the basis for refunds, ensuring investigations were carried out with the utmost integrity and confidentiality.
• Client Communication and Liaison: Communicated assessment outcomes clearly to clients and coordinated with administrative and calculations teams to ensure accurate remediation processes. Worked collaboratively across departments to maintain compliance with regulatory requirements.
• Team Collaboration: Fostered a team-oriented environment to achieve project goals efficiently and effectively, participating in knowledge-sharing sessions to support new team members.

Achievements: Honoured as 'Top 10 in Quality' for two consecutive months for exceptional performance and meticulous attention to detail in financial assessments.

Conducted 'Hints and Tips' sessions to mentor new team members.

• Team Development: Spearheaded the project management initiative to build and strengthen a team of Quality Analysts, employing effective hiring and onboarding techniques to enhance team capabilities.
• Performance Culture: Cultivated a culture of accountability and high performance by mentoring the QA team, focusing on quality management to drive overall team growth and development.
• Dashboard Implementation: Developed and launched a quality assurance dashboard that provided real-time insights into quality metrics and ensured compliance with regulatory standards.
• Audits and Analysis: Conducted comprehensive audits and root cause analyses to identify areas for improvement and enhance overall quality.
• Cross-Functional Collaboration: Partnered with cross-functional teams to create and execute strategies for quality improvement, integrating best practices across departments.
• QA Process Enhancement: Implemented robust QA processes and procedures, contributing to significant improvements in product quality.

Achievements: Played a key role in developing a quality scorecard and framework. Facilitated calibration sessions with over 30 members from Operations, L&D, Case Assessment, and QA teams, fostering alignment and driving quality improvements.

• Broadband Migration & Activation Management: Managed end-to-end activation processes for Optus customers migrating to the NBN network, ensuring a smooth transition and minimizing downtime.
• Customer Service Excellence: Provided exceptional customer service, handling inquiries, troubleshooting, and account management through multiple communication channels, including phone, email, and chat.
• Technical Issue Resolution: Enhanced customer satisfaction by efficiently resolving technical issues and addressing inquiries with prompt response times, leveraging strong problem-solving skills.
• Sales Achievement: Consistently met and exceeded personal and team sales targets, contributing to the overall success of the department.
• NBN Order Management: Monitored and managed NBN orders at the back end, coordinating appointment scheduling, and supporting customers with device installation.
• Cross-functional Collaboration: Collaborated with internal teams to resolve complex technical problems and provided valuable customer feedback to drive service improvements.
• Customer Relationship Management: Developed strong relationships with customers through consistent communication and follow-up procedures, fostering trust and loyalty.
• Product Knowledge: Maintained in-depth knowledge of Optus products and services, staying up-to-date on new features, updates, and bug fixes to better assist customers.
• Documentation & CRM: Diligently documented all customer interactions in the CRM system to track progress on open cases and ensure timely follow-ups.

• Maintained accurate records of attendance, meal counts, emergency contact information, ensuring compliance with state regulations.
• Prepared scheduling and rostering for the team
• Developed engaging curriculum materials, resulting in increased student interest and understanding of subject matter.
• Coordinated with other staff members effectively in order to provide a cohesive childcare program promoting teamwork and collaboration.
• Ensured the health and safety of children by consistently monitoring their activities both indoors and outdoors.
• Implemented hands-on learning opportunities that encouraged exploration, problem-solving, and critical thinking skills among children.
• Maintained and fostered positive and constructive interactions with staff, families, and children.
• Applied play-based strategies to provide diverse approaches to learning.
• Streamlined daily routines, resulting in increased efficiency and smoother classroom operations.
• Maintained tidy environment to comply with cleanliness and sanitation standards.

• Working as an individual contractor for Deloitte on their 'Fee For No Service' remediation projects.
• Collaborated with various departments to ensure accurate financial reporting and compliance with regulatory requirements.
• Reviewing confidential client files and investigating to determine fraudulent activities.
• Assess financial statements and prepare detailed reports, outlining key findings and calculating refunds.
• This includes extensive data analysis, investigation, problem solving and attention to detail.
• Assisted in identifying potential fraud risks by conducting thorough risk assessments on client''s financial records.