Prathibha Shivashankar
Sydney,NSW
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Passport Quality and Staff Engagement
Australian Passport Office
12.2021 - Current
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting Mentored new hires by providing support and guidance with passport policies, procedures, to facilitate their smooth integration into the team.
- Developed and maintained courteous and effective working relationships.
- Strengthened communication skills through regular interactions with passport teams and other agencies
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Passport Team Manager
Sydney Passport Offfice
04.2016 - 11.2018
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Developed a high-performing team by providing ongoing training, and fostering a positive work environment.
- Optimized resource allocation to maximize team output while minimizing costs for the organization.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Delivered regular team meetings for aligned work towards common goals.
- Coordinated team collaboration to share ideas and build best practices.
- Established and maintained performance, quality and service standards for professional customer care.
Workflow Manager/ Manual Exception Officer
Australian Passport Office
01.2006 - 01.2018
- Improved workflow efficiency by analyzing and optimizing processes within the department.
- Streamlined communication channels for smoother workflow management and timely completion.
- Developed comprehensive workflow documentation for better understanding of processes among team members.
- Collaborated with cross-functional teams to identify areas for improvement in existing workflows, resulting in more efficient operations.
- Trained new employees on workflow management best practices, ensuring smooth integration into the team and quick adaptability to their roles.
- Monitored performance metrics to assess the effectiveness of implemented changes, making adjustments as needed for continuous improvement.
- Established clear expectations and goals for team members, fostering accountability and enhancing performance outcomes.
- Conducted regular reviews of workflow processes to ensure alignment with organizational objectives and industry best practices.
- Served as a liaison between department managers to facilitate seamless coordination during complex workload.
- Enhanced collaboration among team members with regular meetings and clear task delegation.
- Evaluated emerging technologies relevant to workflow management, making informed recommendations for implementation when appropriate.
- Drove innovation within the department by fostering an environment of continuous learning and exploration, empowering team members to contribute ideas for process improvements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
Back up System Administrator
Australian Passport Office
10.2005 - 01.2010
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
- Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
- Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Worked with users to determine areas of technology in need of improved usability.
- Managed onboarding and offboarding of employees.
- Introduced management tools to create and manage virtual server computing environment.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Completed reports detailing network and systems performance and downtime issues.
- Planned and implemented upgrades to system hardware and software.
- Monitored networks and network devices to resolve technical problems quickly.
- Installed and configured network printers and other peripheral devices.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Developed and documented network policies, procedures and standards.
Education
High School Diploma -
Diploma in Computer Science,
Overseas04.1994
Skills
- Flexible and Adaptable
- Excellent Communication
- First Aid/CPR
- Problem-Solving
- Relationship Building
- Multitasking Abilities
- Quality Assurance
Affiliations
- Raising funds for cancer council by participating charity walks
Timeline
Passport Quality and Staff Engagement
Australian Passport Office
12.2021 - Current
Passport Team Manager
Sydney Passport Offfice
04.2016 - 11.2018
Workflow Manager/ Manual Exception Officer
Australian Passport Office
01.2006 - 01.2018
Back up System Administrator
Australian Passport Office
10.2005 - 01.2010
High School Diploma -
Diploma in Computer Science,
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