Shabnam Rai
Canberra,ACT
Summary
Dynamic operations leader with a proven track record at Next Practice Deakin, enhancing customer engagement and operational efficiency. Skilled in process improvement and staff training, I successfully implemented strategies that increased revenue and improved service delivery. Known for problem-solving and fostering a positive work environment, I excel in multitasking and prioritisation.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Deputy Operations Manager
Next Practice Deakin
02.2023 - Current
- Oversaw daily operations to ensure efficient workflow and process adherence.
- Implemented quality control measures to enhance service delivery and patient satisfaction.
- Managed inventory and supplies, optimising resource allocation for clinic needs.
- Implemented process improvements to reduce errors, increase accuracy, and improve overall operations quality.
- Led change management initiatives, ensuring smooth transitions during organisational restructuring efforts.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Oversaw vendor relationships and negotiated contracts that yielded significant cost savings for the organisation without sacrificing quality or service levels.
- Increased customer satisfaction with timely resolution of issues and proactive communication.
- Streamlined the onboarding process for new hires by developing a comprehensive orientation program that familiarized employees with company culture, policies, and best practices.
- Built a positive work environment by promoting open communication channels as well as recognition programs designed to acknowledge employees'' hard work.
- Facilitated seamless transitions during technology upgrades by providing end-user support through hands-on training sessions along with the creation of user-friendly documentation.
Team Leader - CRM Operations
Amazon Development Centers
05.2018 - 02.2023
- Led CRM operations team of 20 people to enhance customer engagement strategies and improve service delivery.
- Streamlined processes to increase operational efficiency and reduce response time for customer inquiries.
- Developed training programs for new hires, improving onboarding experience and team performance.
- Analysed customer feedback data to identify trends and implement targeted improvements in service offerings.
- Conducted regular performance reviews, providing actionable insights that drove continuous improvement in team outcomes.
- Enhanced customer satisfaction by addressing concerns promptly and resolving issues effectively.
- Mentored junior staff members to support their professional growth and strengthen the skills within the team.
Payroll Specialist
Automated Data Processing, Adp
01.2014 - 04.2018
- Led payroll processing for 2,000+ employees, ensuring accuracy and compliance with regulations.
- Managed data entry and maintenance in payroll systems, enhancing efficiency and reducing errors.
- Collaborated with HR teams to resolve employee inquiries regarding payroll discrepancies.
- Conducted audits of payroll records, identifying and rectifying inconsistencies proactively.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Trained new staff on payroll procedures and software applications, fostering team competency.
Education
Master in Business Majored in Human Resources
Wentworth Institute of Higher Education
Canberra, ACT10-2025
Batchelor in Commerce (Business)
William Cary University
India04-2012
Year 12
Raymond Memorial Higher Secondary School
India04-2008
Year 10
ED Thomas Higher Secondary School
India03-2006
Skills
- Customer engagement
- Operational efficiency
- Staff training and development
- Scheduling and coordination
- Process improvement
- Cost analysis and savings
- Problem-solving
- Time management
- Multitasking
- Reliability
- Task prioritisation
- Inventory control
Accomplishments
Accomplishment Statement:
While working with Amazon, I collaborated with the IT team to develop a script that automatically identified hazardous words in product descriptions during the product classification process, based on Safety Data Sheet (SDS) guidelines. This ensured that hazardous products did not pass quality checks or reach the market. Our project spanned 14 international marketplaces, each governed by unique safety and compliance regulations. I am particularly proud of this achievement because it enhanced global product safety, reduced regulatory risks, and strengthened Amazon’s compliance standards across multiple countries.
Certification
First Aid Certificate
CPR Certificate
Quality and Safety – NDIS Worker Orientation Module
A Trauma-Informed Primary Health Care (DVCS and CSA)
Working with vulnerable people
Emergency Procedure training – WHS
Covid- 19 infection control certification
HR Analytical (Currently pursuing)
Emotional Intelligence Course (Currently pursuing)
Languages
English
Full Professional
Hindi
Native or Bilingual
Bengali
Limited Working
Nepali
Native or Bilingual
Marathi
Limited Working
Timeline
Deputy Operations Manager
Next Practice Deakin
02.2023 - Current
Team Leader - CRM Operations
Amazon Development Centers
05.2018 - 02.2023
Payroll Specialist
Automated Data Processing, Adp
01.2014 - 04.2018
Master in Business Majored in Human Resources
Wentworth Institute of Higher Education
Batchelor in Commerce (Business)
William Cary University
Year 12
Raymond Memorial Higher Secondary School
Year 10
ED Thomas Higher Secondary School