Samantha Suzette Dias

• Proven ability to learn quickly and adapt to new situations.
• Self-motivated, with a strong sense of personal responsibility.
• Proved successful working within tight deadlines and a fast-paced environment.
• Demonstrated leadership skills in managing projects from concept to completion.
• Skilled at working independently and collaboratively in a team environment.
• Devised and implemented processes and procedures to streamline operations.
• Generated reports detailing findings and recommendations.

• Increased customer satisfaction by resolving issues.
• Led projects and analyzed data to identify opportunities for improvement.
• Created plans and communicated deadlines to complete projects on time.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Used coordination and planning skills to achieve results according to schedule.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Sought ways to improve processes and services provided.
• Cross-trained and provided backup support for team leadership.
• Created and maintained detailed database to store data.
• Promptly responded to inquiries and requests from Service agents.

• Designed individualized service plans that took into account clients' goals and preferences.
• Monitored safety compliance to maintain strict standards and protect team members from harm.
• Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
• Organized ongoing maintenance schedules to boost system performance.
• Initiated contact with appropriate service providers to request referrals and follow ups.
• Oversaw implementation of the Repair Management System to the Service Agents across Australia.
• Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.

• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
• Audited documentation to identify errors and documented findings for review and action.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.

Assisted the Project Managers with the data entry of surveys. Also assisted with the preparation of training manual that enabled faster ramp-up for the 48-hour Integration Aide program held across Victoria.

• Carried out day-to-day duties accurately and efficiently.
• Used Microsoft Word and other software tools to create documents and other communications.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Assisted the Executive Management team and staff with their travel plans; flight bookings and hotel accommodation.
• Obtained quotations on various purchases, evaluated them and presented them for approval as and when requested by the Management.
• Co-ordinated the business relations with hotels and car lease companies.
• Handled Legal Secretarial matters such as opening / creating branch offices in UAE and GCC
• Handled the issuance of medical insurances for staff.
• Performed responsible and confidential administrative and secretarial duties for the Department Head (Director, Finance & Administration), which included the duties of all internal and external correspondence with Bankers, Auditors, Suppliers, and Contractors.