Rupali Gaba
Melbourne,VIC
Summary
With over five years in client/process management and customer service, I excel at identifying customer needs and providing solutions. I’m an analytical thinker with strong communication skills, and an interactive personality that helps me connect with people at all levels. My experience as a business analyst at Teak Staffing inspired me to pursue a master’s in technology in enterprise systems. Now, I’m on the lookout for a role that can challenge my established skills and knowledge, and I want to be part of a team where innovation thrives, problems are tackled head-on, and collaboration is key.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Front Desk/ Concierge
Iron Fish Melbourne Village Pty Ltd
North Melbourne, VIC
06.2023 - Current
- Effectively handling phone and email inquiries from prospective visitors, ensuring timely and informative responses.
- Completed day-to-day duties accurately and efficiently.
- Coordinating requests for housekeeping and maintenance, while developing a solid network of local contacts to enhance the overall experience of residents.
- Assisting in investigating cases such as theft and illegal parking, and working closely with official authorities to support their investigations.
- Maintaining discretion and the chain of custody for any relevant documents and/or evidence related to investigations
- Helping residents resolve conflicts and issues amongst themselves, while ensuring alignment with the standards and brand values of the property
- Overseeing contractors performing tasks such as fixing plumbing, leaks, and drains, ensuring quality work and timely completion
- Remaining calm and composed during emergencies, including fires, and assisting in managing the situation while ensuring the safety and well-being of residents
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Business Analyst
Teak staffing Pvt Ltd
Pune
05.2021 - 02.2023
- Facilitated client workshops to define project scope and vendor requirements.
- Analyzed and presented RFQs to clients using reporting and data visualization.
- Collaborated with project managers on large-scale enterprise deployments.
- Designed contingency plans to minimize risks and managed Salesforce portal administration, resolving issues via root cause analysis.
- Prepared detailed project reports and conducted proactive follow-ups to address technical challenges.
- Coordinated with stakeholders during weekly calls to resolve order-related issues.
- Developed process documentation and implemented change management, adhering to ITSM best practices.
- Provided budgeting and forecasting analyses for strategic planning.
Customer Service Support Officer
Mphasis Ltd.
Pune
04.2019 - 04.2021
- SME (Subject Matter Expert) and Quality Control
- Acted as the main contact for Mortgage Process queries and issues
- Created and implemented training programs, including materials and feedback for new joiners
- Led meetings to announce product updates and conducted regular training sessions
- Recommended process improvements and conducted quality checks on mortgage insurance bills by usings tools such as Six Sigma and Canva
- Analysed agent work quality and prepared action plans for accuracy
- Provided updates on client-approved product changes and participated in client call calibrations
- Delivered feedback to agents based on quality scores
Education
Master of Technology - Enterprise Systems and Business Analytics
Federation University
Ballarat03-2025
Bachelor of Arts - Tourism Management with Honours
Limkokwing University of Creative Technology
Malaysia01.2018
Skills
- Salesforce
- SAP Predictive Analysis
- SAP Lumira
- SAP Fiori
- Business Process Analysis tools
- Lucid Charts
- Canva
- Ms Visio
- Microsoft Office Suite
- MS Access
- Project Management tools
- JIRA
- Ms Project
- Data visualisation
- Power BI
- MYBOS
- Building Management Software
- ITSM best practices
- Management interaction
- Decision-making
- Attention to detail
- Problem-solving skills
- Cultural awareness
- Conflict management
- Technical and Process Documentation
- Project Management
- Requirements Analysis
- Strategic thinking
- Business Process Improvement and Management
- Excellent verbal and written Communication Skills
- Conflict Management
- Excellent Time Management Skills
Certification
- Salesforce Trailhead badges, https://www.salesforce.com/trailblazer/gabarupali
- Project Management Level one, Joseph Philips – online, https://instructingcom-llc.verified.cv/en/verify/49875638337240
Hobbies and Interests
- Reading
- Listening to music and dancing
- Hiking, trekking and yoga
- Social Networking and Gym
- Cooking
References
References are available on request.
Working Rights And Licenses
- Full time working rights.
- Full Victorian driving license.
- Active working with children check.
Affiliations
- Consistently received 5-star ratings, along with positive reviews highlighting exceptional service and professionalism
- Recognized by residents during a building survey, with six commendations for outstanding support and dedication to resident satisfaction
- Awarded for excellence in service, reflecting consistent contributions to creating a welcoming, and efficient environment
- Utilized Google Translator to effectively bridge language barriers and enhance communication with residents and visitors from diverse cultural backgrounds
Timeline
Front Desk/ Concierge
Iron Fish Melbourne Village Pty Ltd
06.2023 - Current
Business Analyst
Teak staffing Pvt Ltd
05.2021 - 02.2023
Customer Service Support Officer
Mphasis Ltd.
04.2019 - 04.2021
Master of Technology - Enterprise Systems and Business Analytics
Federation University
Bachelor of Arts - Tourism Management with Honours
Limkokwing University of Creative Technology
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