Puja Hart
Perth,WA
Summary
Experienced Operations Manager and assistant project manager with over 15 years of experience in administration, communications, training and pro-active problem-solving skills. Building strong relationships with internal and external stakeholders and high level of attention to detail to complete project work on time and efficiently. A supportive team member who is self motivated, diligent, adaptable, keen learner and enjoys work. Natural leader experienced in driving great team successes by coaching and motivating team members. Excellent interpersonal and management skills, I create a dynamic and supportive environment where team members not only feel connected but also actively contribute to the collective growth and success of the community.
Overview
25
25
years of professional experience
Work History
Operations Manager, Customer Experience
Yoga Om
Perth, WA
06.2005 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Introduced new technologies to optimize operational efficiency and improve overall customer experience.
- Manage personnel information systems, office management systems, retail, sales, and safety systems
- Teach weekly Yoga and Meditation Classes
- Developed a loyal customer base through ensuring a high satisfaction rating
- Key contributors in establishing a recognized and leading yoga studio with a strong branding profile
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Contributed to the development of the Yoga Foundations Course
- Co-Founders of the Teachers Training and Mentoring Programme - Research and development
- Established the class and price schedule through research and planning
- Self-motivated, with a strong sense of personal responsibility.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer Support Specialist
Plum Superannuation
Perth, WA
02.2023 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Liaise with cross-functional teams - internal and external, to address customer concerns, resolve issues and improve overall service quality.
- Provided timely assistance to customers via phone, email, and live chat channels, maintaining compliance and ensuring a high level of professionalism at all times.
- Maintained thorough knowledge of product offerings, via online learning and internal training, to provide accurate and clear information to customers.
- Handled escalated support cases in a timely and professional manner
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to compliance.
- Engaged and self motivated staff member, in a very pro-active supportive team
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
Office Manager
Mount Hawthorn Chiropractor
Perth, WA
06.2022 - 01.2023
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Provided exceptional customer service when addressing client inquiries or concerns via face to face interactions, phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
Administration Assistant - Elections - Temporary
Australian Electoral Commission
Perth, WA
05.2022 - 06.2022
- Streamlined the voting process for a smooth and organized election day experience.
- Prevented potential election fraud by vigilantly monitoring for suspicious activity or inconsistencies at the polling station.
- Managed ballot distribution and collection, ensuring each voter''s privacy and confidentiality during the voting process.
- Ensured accurate vote counts by meticulously following ballot counting guidelines..
- Maintained integrity of elections by strictly adhering to election laws and regulations.
- Collaborated with fellow polling officers to effectively manage voter registration, verification, and assistance efforts.
- Assisted voters with special needs, providing support and guidance for an inclusive voting environment.
Customer Care Representative
HCF Insurance
Perth, WA
02.2022 - 04.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Managed high call volume with exceptional professionalism and efficiency.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
Support Worker
Perth Care and Companion
Perth, WA
11.2019 - 04.2020
- Safeguarded client well-being by monitoring health conditions, administering medications, and reporting any changes to appropriate medical professionals.
- Provide care and support for elderly
- Did Chair Yoga and Meditation
- Take them shopping and to appointments
- Provide companionship
Front of house services - Reception duties
The Carlton Hotel
03.2000 - 10.2000
- Assist with tour information and overseeing bookings and ensuring the best experience at The Carlton
- Streamlined front of house operations for increased efficiency and optimal guest experience.
- Collaborated with other team members to maintain a clean, organized, and welcoming environment.
- Managed reservations and seating arrangements to accommodate guests in a timely manner.
- Assisted guests with menu selections, offering recommendations based on dietary preferences and restrictions.
Customer Service Officer
Citibank
01.1999 - 03.2000
- Address customer enquiries regarding new credit card applications
- Assist customers with complaint resolution
- Seek active feedback to ensure customer satisfaction.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
Education
Bachelor of Arts - Psychology
University of Kolkata
West Bengal, India11.1998
Certificate - Yoga
Yoga Om
Perth11.2006
Certificate - Yoga
Rainbow Kids Yoga
Perth05.2008
Certificate - Yoga
Meditation Teacher Training
Himalayan School Of Meditation 05.2019
Certificate - Yoga
Yin Yoga Teacher Training
The Fat Yogis11.2022
Skills
- Critical thinking
- Team leadership
- Problem solving
- Project management
- Decision making
- Organizational skills
- Training Programs
- Attention to detail
- Staff development
- Cross-functional collaboration
Languages
English
Full Professional
Hindi
Full Professional
Bengali
Elementary
Punjabi
Elementary
References
References available upon request.
Timeline
Customer Support Specialist
Plum Superannuation
02.2023 - Current
Office Manager
Mount Hawthorn Chiropractor
06.2022 - 01.2023
Administration Assistant - Elections - Temporary
Australian Electoral Commission
05.2022 - 06.2022
Customer Care Representative
HCF Insurance
02.2022 - 04.2022
Support Worker
Perth Care and Companion
11.2019 - 04.2020
Operations Manager, Customer Experience
Yoga Om
06.2005 - Current
Front of house services - Reception duties
The Carlton Hotel
03.2000 - 10.2000
Customer Service Officer
Citibank
01.1999 - 03.2000
Bachelor of Arts - Psychology
University of Kolkata
Certificate - Yoga
Yoga Om
Certificate - Yoga
Rainbow Kids Yoga
Certificate - Yoga
Meditation Teacher Training
Certificate - Yoga
Yin Yoga Teacher Training
Similar Profiles
Amy PikeAmy Pike
Yoga Instructor at Om Ananda Yoga StudioYoga Instructor at Om Ananda Yoga Studio
Haley GoldmanHaley Goldman
Yoga Instructor at Bring It OM Power YogaYoga Instructor at Bring It OM Power Yoga
Alexandra RoachAlexandra Roach
Yoga Instructor at The OM Lounge YogaYoga Instructor at The OM Lounge Yoga