Priya Dhall
Summary
Reliable and experienced Service Delivery professional with strong leadership and relationship-building skills.
Cultivates rapport with individuals to optimise project goals and output, resolve complex problems and deliver innovative improvement strategies.
Overview
21
21
years of professional experience
Work History
Service Delivery Officer
Defence Travel, Department Of Defence
07.2010 - Current
- Book and arrange Domestic and International travel for Army, Navy, Air force and Civilian Personnel via the CTM Online Booking tool
- Liaise with CTM to arrange travel itineraries, car hire and accommodation
- Liaise with Overseas training commands, overseas administration teams and various Embassy's with travel plans relating to postings or courses.
- Calculate and Process allowances through iTravel (internal budget calculating system)
- Process allowances through Defence internal payroll system (ROMAN)
- File and store all information in an internal electronic documents record management system (Objective)
- Process acquittals and after travel certifications.
- Managed complex customer requirements, delivering exceptional results within tight deadlines.
- Developed strong relationships with internal departments, ensuring seamless collaboration for efficient service delivery.
- Mentored junior team members, providing guidance and training on best practices in service delivery management within the travel team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Acting APS 4 Business Development
Defence Support Group, Department of Defence
07.2011 - 09.2011
- Working on improving iTravel (interactive planning and budgeting tool for domestic and overseas travel)
- Updating the Defence travel guidelines (reading through documents and trying to simplify it and ensuring all references are relevant and current)
- Updating register for Service Accommodation (bases around Australia and accommodation provided for ADF & APS employees)
- Working on improving the Domestic and Overseas budget calculators (OSTBC- Including the Defence Science and Technology Organisation (DSTO) test to ensure the budgets for the Senior Leadership Group (SLG) were calculated correctly using correct exchange rates, and current rates for meals and incidentals
- Testing the QBT online booking tool (tool to book travel)
- Revising and editing Script reviews for Directorate of Customer Access Management (DCAM) for their customer service centre and front of house staff)
- Developed new starter induction checklist and ensured site specific information is current and contained with the checklist
- Updating the Integrated Travel Solutions website on Defence Support Groups intranet including creating FAQ's and compiling relevant information relating to Domestic and International travel IAW with PACMAN Policy, the DTG's and WOAG.
Advertising Consultant
The Queanbeyan Age
05.2010 - 07.2010
- Design advertisements for Queanbeyan Age
- Build and maintain customer relationships
- Liaise with graphic designers and page layout teams.
Written Off Vehicle Register Officer
Road Traffic Authority, Sydney NSW
06.2009 - 04.2010
- Ensure the Integrity and accuracy of vehicle data entered into the Management Information System and RTA database
- Monitor procedures relating to the effective control of the Written-Off Vehicle Register (WOVR) scheme by undertaking regular reviews, including WOVR auditing processes and recommending enhancements to procedures and compliance monitoring standards
- Contribute to delivering business outcome through submitting recommendations to the Manager for appropriate action to be taken here breaches of WOVR legislation have been confirmed
- Ensure timely responses of enquiries and requests from internal and external stakeholders by preparing correspondence, submissions and ministerial briefing notes
- Knowledge of relevant statutes, regulations and instructions administered by the Authority, in particular legislation relating to written-off vehicles
- Contribute to the integrity of Written off Vehicle Register by accurate and efficient computer processing
- Ensure that vehicle identification discrepancies are rectified by liaising with the Compliance Officer to investigate the reversal or modification of data that has been supplied to the Vehicle Identification Inspection Unit
- Provide clarification on matters raised by the Vehicle Identification Inspection Units, Telephone Customer Service Centers, Motor Registry personnel as well as internal and external stakeholders
- Investigate any problems incurred with the information management systems to ensure data integrity
- Report details of legislation breaches to the Compliance Officer for further investigation
- Develop checklists for safety and vehicle regulations
- Conduct regular meetings with safety inspectors and liaise with Insurance Companies
- Develop various documentation regarding written off vehicles and research vehicle compliance.
Senior Customer Service Representative
Qantas: People Connect, Airport Central Building, Sydney NSW
11.2007 - 05.2009
- Responding to and advising Qantas employees regarding HR and Payroll enquiries via telephone, email and fax
- Specialist knowledge in award conditions, policies, workers compensation and staff travel)
- Maintaining employee assignment information on the HRMS System and other Qantas Systems
- Documenting all customer interaction including follow-up issues and/or concerns
- Liaising with staff at all levels in respect to HR, Payroll and transactional information
- Setting up of HR and Payroll System for new starters
- Development of documents such as letters, Minutes for verification purposes
- Development of the training processes, manuals and other relevant documentation
- Harassment, EEO, Alcohol and other Drugs Awareness Officer
- Facilitating training for new recruits to the HR and Payroll Team.
Travel Consultant
Wendy Wu Tours, Sydney NSW
08.2007 - 10.2007
- Coordinating and managing flights, cruises, tours and accommodation bookings for individuals and groups (15 or more people)
- Pricing and Yield Management
- Providing advice to Tour guides relating to fare conditions and travel restrictions.
Reservations Sales Agent
Singapore Airlines, Bridge Street, Sydney NSW
08.2005 - 08.2007
- Provide fast, efficient and quality telephone sales service to travel agents and clients
- Develop flight/holiday quotes, booking information
- Booking flights, stopovers, accommodation and issuing electronic vouchers and ticketing
- Advising clients with regards to fare conditions, payment time limits, schedule changes and waitlists and any travel warnings and conditions
- Organising exchange of foreign travel currencies, car rentals and any vaccination and visa information.
Fashion Sales Consultant
Sussan, Wynyard Store, George Street, Sydney NSW
10.2003 - 12.2004
- Sales and Customer Service
- Visual merchandising
- Stock inventory and control including organisation of stock room
- Recruitment and training of new sales staff
- Approval of time sheets and input to payroll system
- Tracking inventory, incentives and budgets
- Opening and closing of the store that included setting of alarms and checking security systems
- Administrative duties with regards to customer complaints and issues.
Florist
Grove Florist, Peakhurst NSW
08.2003 - 10.2003
- Assist with client sales and services
- Prepare client orders as required
- Manage sales, invoices and banking
- Administrative duties.
Owner
Green Goddess Florist, Belmore Road Riverwood NSW
12.2002 - 07.2003
- Development of a customer base through a marketing and sales strategy and Prepare stock control and merchandising register
- Ordering and purchasing of stock and flowers from Sydney Flower markets and various suppliers
- Designing of floral arrangements for major events such as weddings and banquets
- Customer sales and service including personal client consultations
- Budget, banking, accounting and administrative duties
- Recruitment and supervision of casual staff.
Education
Skills
- Effective Time Management
- Process improvement expertise
- Innovation and Creativity
- Customer Satisfaction
Telephone
0405 235 114, 02 6255 8138
References
- Daniella Bear - Team Leader, Defence Travel, 02 6192 7729
- Alison McCarthy - Business Operations Manager, Defence Travel, 02 6270 3061
Timeline
Acting APS 4 Business Development
Defence Support Group, Department of Defence
07.2011 - 09.2011
Service Delivery Officer
Defence Travel, Department Of Defence
07.2010 - Current
Advertising Consultant
The Queanbeyan Age
05.2010 - 07.2010
Written Off Vehicle Register Officer
Road Traffic Authority, Sydney NSW
06.2009 - 04.2010
Senior Customer Service Representative
Qantas: People Connect, Airport Central Building, Sydney NSW
11.2007 - 05.2009
Travel Consultant
Wendy Wu Tours, Sydney NSW
08.2007 - 10.2007
Reservations Sales Agent
Singapore Airlines, Bridge Street, Sydney NSW
08.2005 - 08.2007
Fashion Sales Consultant
Sussan, Wynyard Store, George Street, Sydney NSW
10.2003 - 12.2004
Florist
Grove Florist, Peakhurst NSW
08.2003 - 10.2003
Owner
Green Goddess Florist, Belmore Road Riverwood NSW
12.2002 - 07.2003
Similar Profiles
Jordan Vincent CamardiJordan Vincent Camardi
Purchase Order Officer at Department of Defence (Defence Finance Group)Purchase Order Officer at Department of Defence (Defence Finance Group)
ANIL KUMARANIL KUMAR
Jr Works Manager at Govt of India, Ministry of Defence, Department of Defence ProductionJr Works Manager at Govt of India, Ministry of Defence, Department of Defence Production
Natasha De SimoneNatasha De Simone
Executive Assistant at Department Of Defence- Defence Finance GroupExecutive Assistant at Department Of Defence- Defence Finance Group
Carly HigginsCarly Higgins
Service Delivery Officer at Strathclyde Partnership for TransportService Delivery Officer at Strathclyde Partnership for Transport
Julia WrightJulia Wright
Service Delivery Officer at Australian Taxation OfficeService Delivery Officer at Australian Taxation Office