Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Pavalika Poola

IT Graduate
Endeavour Hills,VIC

Summary

IT Graduate Determined, energetic and diligent IT Graduate seeking a job opportunity in a professional organisation where I can further develop my skills and knowledge.

Overview

6
6
years of professional experience
6
6
years of post-secondary education

Work History

National Maintenance Planner and Scheduler

Adaptalift
10.2023 - Current
  • Liaising with customers, maintenance technicians, operations personnel, suppliers, and other stakeholders to communicate maintenance schedules, updates, and changes in priorities via Zendesk tickets, emails, and telephone.
  • Developing and maintaining schedules for preventive, predictive, and corrective maintenance tasks for all equipment and assets.
  • Managing service tickets, escalating issues, repairs, and breakdowns to appropriate team members or suppliers.
  • Contributing to team meetings and strategic planning.
  • Prioritising support tickets based on the impact and urgency of fleet issues.
  • Coordinating with maintenance technicians, supervisors, customers, and the parts team to ensure the availability of necessary resources, including manpower, transport, materials, tools, and equipment, for scheduled maintenance activities.
  • Creating, prioritising, and distributing work orders for scheduled maintenance tasks, ensuring clarity on job requirements, safety procedures, and deadlines.
  • Monitoring and managing inventory levels of spare parts, tools, and materials to support maintenance activities, ensuring adequate stock levels.
  • Maintaining accurate records of maintenance activities, including work performed, parts used, equipment history, and maintenance schedules using BasePlan and TOCC software.
  • Ensuring compliance with safety regulations, environmental standards, and company policies, and maintaining documentation to demonstrate adherence.
  • Identifying opportunities to improve maintenance processes, increase efficiency, reduce downtime, and optimise resources through data analysis and feedback from technicians.
  • Providing training and support to maintenance technicians on procedures, safety protocols, and the use of maintenance management systems to ensure effective task execution.
  • Coordinating emergency maintenance activities, including troubleshooting, prioritising repairs, and mobilising resources to minimise downtime and ensure customer satisfaction with timely services.

Customer Service Representative

Service NSW
11.2021 - 05.2023
  • Achieved recognition for the employee of the month Feb 2023 in Transport for NSW
  • IT help desk support for planning portal website with an aim of one-call resolution and creating cases on Salesforce and escalating to the relevant department
  • Provided exceptional customer support in a contact centre environment, handling high volumes of inquiries, resolving issues, and ensuring customer satisfaction through effective communication and problem-solving skills.
  • Developed and documented collection procedures and policies to comply with government regulations.
  • Worked with team to reach goals
  • Creating a positive relationship in all customer interactions across all interaction channels, maintaining a professionally courteous and friendly manner
  • Ensuring customer satisfaction as a priority as assessed and monitored through customer feedback
  • Developed and maintained a thorough knowledge of information resources.
  • Service NSW operating practices and procedures to provide accurate, effective and high-quality customer service consistent with Service NSW vision, mission, values and business requirements as assessed by internal quality reviews
  • Sound knowledge of Sharepoint systems and contributed to learning new skills and certification courses from the resources provided by Service NSW through LinkedIn learnings
  • Proficient in Windows and Office software with familiarity in Apple OSX.
  • Acknowledging and accurately recording customer complaints, and feedbacks and escalating unresolved issues through appropriate channels whilst complying with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised while performing administrative activities to support the provision of service delivery.

Transport Planner

Woolworths Distribution Centre
09.2019 - 10.2021
  • Performed daily transport planning activities in the Transport Management System (TMS) while ensuring On-Time Delivery (OTD) targets are consistently met.
  • Followed up on and resolved manual exceptions and issues, conducting preliminary investigations of carrier and vendor transport claims, and escalating unresolved matters to the Transport Planning Manager.
  • Maintained strong relationships with external and internal stakeholders, ensuring their expectations were met for transport movements.
  • Communicated daily with replenishment teams, warehouses, vendors, and transport carriers as needed, ensuring smooth operations.
  • Generated detailed reports using TMS and other reporting systems.
  • Utilised strong analytical and problem-solving abilities to address challenges and optimise transport processes.
  • Demonstrated exceptional customer service and interpersonal skills, effectively managing stakeholder relationships.
  • Excelled in communication and time management, ensuring timely resolution of issues and adherence to delivery schedules.



Customer Service Representative

McDonald's Restaurant
10.2018 - 06.2020
  • Delivered excellent customer service in a fast-paced environment, handling orders, processing payments, and ensuring customer satisfaction. Consistently went above and beyond to provide exceptional customer service.
  • Prepared and assembled food items according to company standards, maintaining high levels of quality and consistency.
  • Operated kitchen equipment and adhered to food safety and hygiene regulations to ensure a clean and safe working environment.
  • Supported a team-oriented environment, collaborating with colleagues to deliver seamless service during peak hours.
  • Worked collaboratively with team members to achieve daily sales targets and maintain a positive work environment.
  • Assisted in training new employees, ensuring they understood company procedures and customer service standards.
  • Handled customer complaints with professionalism, working quickly to resolve issues and enhance customer satisfaction.

Designed a Website for Carers (aged Care)

UNIVERSITY PROJECT
07.2019 - 11.2019
  • Designed a website for carers (aged care, Design a website where aged people can book and consult a doctor online and book carer online using HTML for front end, JAVA for coding, External database server, CSS for designing
  • Prevention of Internet fraud money Transactions

Education

Masters in Applied Information Technology - Applied Information Technology

Victoria University
08.2018 - 05.2020

Bachelor of Computer Science - Computer Science

Osmania University
05.2014 - 05.2018

Skills

Javascript

Affiliations

Education Centre Australia 11/2020 - 11/2021, Melbourne, Victoria, Australia Learnt about Australian Workplace Culture and Workplace Communication Acquired Interview Techniques and preparation Learnt how to attend Professional Business Meetings Learnt how to create Professional Presentations and Performance Learnt how to maintain Positive Workplace Relationships Worked on a Business Feasibility Project

Timeline

National Maintenance Planner and Scheduler

Adaptalift
10.2023 - Current

Customer Service Representative

Service NSW
11.2021 - 05.2023

Transport Planner

Woolworths Distribution Centre
09.2019 - 10.2021

Designed a Website for Carers (aged Care)

UNIVERSITY PROJECT
07.2019 - 11.2019

Customer Service Representative

McDonald's Restaurant
10.2018 - 06.2020

Masters in Applied Information Technology - Applied Information Technology

Victoria University
08.2018 - 05.2020

Bachelor of Computer Science - Computer Science

Osmania University
05.2014 - 05.2018
Pavalika PoolaIT Graduate