Rani Downs

• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Identified issues, analyzed information and provided solutions to problems.
• Onboarded new employees with training and new hire documentation.

Operations Manager for the Australian Taxation Office IT Service Desk. Managing a call centre environment with over 130 heads and providing tech assistance for government staff.

• Working with client senior service delivery manager to implement a successful operating rhythm.
• Established productivity, risk focused and energetic culture.
• Maintaining and growing internal and external client relationships.
• Ensure all security and risk protocols for the ATO are adhered to above standard.
• Enforced positive communication among staff and organization leadership, reducing miscommunications and missed deadlines.
• Produced quality reports formatted in compliance with data quality standards using Service Now - ITIL and Microsoft Excel.
• Created training material to educate on processes and provide remote tech guidance.
• Calculated payroll deductions by accurately using WFM and processed payroll to meet requirements and deadlines.

Operations Manager for inbound and outbound call campaigns, assisting the Victorian Department of Health in its COVID pandemic rapid response.

• Successfully delivered and managed client expectations during a COVID work from home strategy with over 200 staff.
• Demonstrated experience managing a high functioning contact centre team, with key focus on leading, motivating and engaging teams to achieve KPI's and monthly targets.
• Maintaining and growing internal and external client relationships.
• Coaching and training of team leaders to improve performance and information accuracy across the contact centre.
• Creating and optimising QA and QA calibrations with internal and external clients.
• Monthly and Quarterly reviews.

Team Leader to a team of 20 to 30 agents assisting with the COVID- 19 vaccination bookings, exemptions for cross border travel, isolation check ins and close contact notifications.

• Implemented performance standards and procedural changes to drive productivity and quality.
• Provided valuable feedback and insight to stakeholders about main call trends.
• Guided and supported service agents on complex caller issues and difficulties of an uncertain environment
• Consistently met weekly and monthly KPI targets.

• Assisting with strapping on and removing safety harnesses of customers as well as pairing their tandem instructors.
• Organising weight distribution on plane loads by liaising with pilots. Communicating information regarding any customer needs.
• Carried out day-day-day duties accurately and efficiently.
• Maintained energy and enthusiasm in fast-paced environment.
• Edited videos using Adobe Premiere Pro.

• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
• Developed new employees and on-going performance assessment of current employees.
• Worked flexible hours; night, weekend, and holiday shifts.

• Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.

• Learned all required tasks quickly to maximize performance.
• Kept work areas clean, organized and safe to promote efficiency and team safety.
• Operated register to process payments and collect cash payment for order totals.