Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic

Shagun Shrivastava

Melton,VIC

Summary

Detail-focused Data Analyst with knowledge in data warehousing, process validation and business needs analysis. Proven to understand customer requirements and translate into actionable project plans. Dedicated and hard-working with passion for Big Data. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

15
15
years of professional experience

Work History

Support Coach

ANZ Bank
07.2023 - Current
  • Facilitated open communication within the team, fostering a collaborative environment that led to improved problem solving capabilities.
  • Championed a culture of continuous learning and improvement within the team, resulting in consistently high-performance metrics.
  • Served as an escalation point for complex technical problems, ensuring timely resolution while maintaining customer satisfaction levels.
  • Analyzed metrics and trends to identify areas for improvement in the support process, leading to continuous enhancements in service delivery standards.
  • Collaborated with cross-functional teams to identify and resolve recurring issues, improving overall product quality.
  • Established and maintained quality control standards.
  • Reduced backlog of support tickets through effective prioritization and delegation of tasks.
  • Increased customer loyalty by consistently delivering exceptional support experiences.
  • Optimized scheduling for better coverage during peak hours, reducing wait times for customers seeking assistance.
  • Streamlined support processes for quicker issue resolution and increased productivity.

Business development manager

Francoffee Pty Ltd
09.2017 - 01.2024
  • Hire qualified personnel when needed
  • Organize and coordinate people and operations
  • Supervise and oversee staff members
  • Check supplies and equipment quantity and quality
  • Manage budgets and approve expenditures
  • Develop and communicate standard operating procedures
  • Establish standards for customer service
  • Ensure adherence to relevant legal, health and safety regulations and guidelines
  • Keep and update relevant documents and records
  • Create reports for senior management
  • Conducted monthly inventories of raw materials and components on work floor
  • Cross-trained existing employees to maximize team agility and performance
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades
  • Onboarded new employees with training and new hire documentation
  • Maximized performance by monitoring daily activities and mentoring team members
  • Improved operational planning and business frameworks to enhance resource utilization and reduce waste
  • Recorded inventory sales into organization's weekly income report
  • Developed and maintained relationships with customers and suppliers through account development
  • Accomplished multiple tasks within established timeframes.

Incoming Flex Officer

ANZ Bank
10.2021 - 07.2023
  • Reduced processing time for loan applications with meticulous attention to detail and proactive problemsolving.
  • Contributed to the successful growth of the company by maintaining a strong commitment to excellence in all areas of home loan processing.
  • Implemented innovative solutions for streamlining workflow processes, leading to increased accuracy and reduced turnaround times in loan approvals.
  • Identified potential issues within loan files early in the process, enabling quick resolution before delays could occur.
  • Exceeded performance metrics consistently, contributing positively towards team goals while maintaining excellent customer service standards.
  • Received on-going, comprehensive training on home loan products and mortgage process.
  • Contributed to team success by consistently meeting or exceeding established KPI's each month
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Responded to customer calls and emails to answer questions about products and services.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.

MEMEBER

ROTHFIELD PRINT WAREHOUSE TEAM
05.2016 - 02.2017
  • Mark and label containers, container tags, or products, using marking tools
  • Measure, weigh, and count products and materials
  • Record product, packaging, and order information on specified forms and records
  • Remove completed or defective products or materials, placing them on moving equipment such as conveyors or in specified areas such as loading docks
  • Load materials and products into package processing equipment
  • Clean containers, materials, supplies, or work areas, using cleaning solutions and hand tools
  • Obtain, move, and sort products, materials, containers, and orders, using hand tools.

COURIER DRIVER

CAPITAL TRANSPORT
09.2014 - 03.2016
  • Perform the delivery tasks and pick-up of customer material in a polite, resourceful and professional manner
  • Load and unload a delivery truck through a variety of mechanisms
  • Ensure documents are delivered and entered accurately
  • Perform mailroom duties
  • Coordinate of incoming and outgoing mail
  • Communicate with main office through a mobile device
  • Operate vehicle for the delivery of mail, supplies, products and materials
  • Maintain route supply inventory to ensure prompt delivery of products to customers
  • Provide basic customer service by giving required information
  • Maintain delivery records.

TEAM MEMBER

NANDOS
07.2013 - 08.2014
  • Meeting and greet customers
  • Taking orders using register and EFTPOS machine for payments
  • Cooking chicken and other items on the menu
  • Packing take-away orders
  • Setting up kitchen for service, including the preparation of all items on the menu
  • Maintaining general restaurant appearance
  • Clearing and cleaning the shelf's and equipment
  • Handling cash
  • ACHIEVEMENTS: Won mystery shopper twice and been employee of the month twice.

BANK CONSULTANT

ANZ
05.2013 - 06.2013
  • Providing over the phone customer service to new and existing customers
  • Ensuring the information provided is accurate and all conversations meet the quality targets
  • Cross selling and up-selling various products
  • Delivering business expectations
  • Identifying and resolving customer needs on first point of contact
  • Referring or escalating, in a prompt and professional manner, any enquiries which require specialized information
  • Interact with both internal and external customers based locally, interstate and internationally
  • Responsible for responding to and following through with all customer queries
  • Keeping the customer up to date with the progress of an enquiry when issues have been escalated
  • Supporting other team members when required and being able to take advice and feedback from others.

CONSULTANT - SALES & SERVICE

NIIT Pty. Ltd
02.2011 - 01.2013
  • NIIT is a leading computer education provider with branches across the world
  • It specializes in providing career diploma / degree in various arms of Information Technology
  • RESPONSIBILITIES: Providing over the phone and face to face customer service to new and existing students
  • Recommending appropriate education packages to meet the needs of individual customers
  • Generating business by following up on leads from initial contact
  • Ensuring the information provided is accurate and all conversations meet the quality targets
  • Delivering business expectations as per KPI's
  • Cross selling and up-selling various NIIT products
  • Setup and configure applications on end user systems including troubleshooting
  • ACHIEVEMENTS: Awarded the most consistent high performer award for the quarter
  • Stepped up as a SME to assist training new staff and management with reporting
  • Worked with my Team Leader on initiative to streamline existing processes and induction training
  • Was recognized for my excellent knowledge of products, procedures and policies within my team.

TRAINEE

MIS, S.D TECH PVT LTD
07.2010 - 01.2011
  • Maintain the Master performance database on Daily Basis
  • Maintaining and preparing reports for different audience using ORACLE 9i and 10g, SQL, Excel and Access including daily sales reports, employee performance report, and employee login logout report
  • Analyse and Present reports to management in the daily and end of the week performance meetings
  • Liaising with various clients, vendors and internal departments to seek data for inventory order & management database
  • ACHIEVEMENTS: Won monthly award for providing excellent customer satisfaction and delivering high quality solutions to the clients.

RESPONSIBITILITES

COMPUTER FACULITY, APTECH Computer Education
01.2010 - 06.2010
  • Aptech Computer Education is a premier IT education Institute which was established in 1986
  • The Institute has successfully trained more than 6.5 million students through its wide network of education centres located in over 40 countries
  • RESPONSIBILITIES: At APTECH I taught the following software modules: Training staff and students on SQL Server 2005, ORACLE 9i and 10g (DBA) and various Microsoft products
  • Tracking trainee's progress and provide feedback
  • Reporting
  • Conducting audits in line with compliance requirements
  • ACHIEVEMENTS: Successfully managed 10 batches a day of maximum of 20 students per batch
  • Reduced induction time from three weeks to two weeks gaining 30% productivity
  • Successfully arranged and managed job fairs for the institute to attract more students.

Education

Google Data Analytics Professional Certificate - Database Management

Google
Melbourne, VIC

Bachelor Degree | Commerce -

Delhi University
01.2012

Diploma | Information Systems Management -

National Institute of Information Technology , India
01.2012

Skills

  • Policies and procedures
  • Staff Management
  • Strategic planning
  • Creative merchandising
  • Financial Management
  • Coaching and mentoring
  • Business administration
  • Data Visualization tool
  • Tableau
  • R Language
  • Business planning
  • Verbal and written communication
  • Operations management
  • Sales and marketing
  • Key Performance Indicators
  • Project Management
  • SQL PSQL
  • Spreadsheets
  • Problem Solving
  • Coaching Techniques
  • Feedback Delivery
  • Teamwork and Collaboration
  • Task Delegation
  • Multitasking Abilities
  • Reliability
  • Excellent Communication
  • Attention to Detail
  • Critical Thinking
  • Organizational Skills
  • Relationship Building
  • Adaptability and Flexibility
  • Coaching and Development
  • Self Motivation
  • Analytical Thinking
  • Goal Setting
  • Professionalism
  • Quality Assurance
  • Continuous Improvement

Hobbies and Interests

  • Baking
  • Digital Planning

Timeline

Support Coach

ANZ Bank
07.2023 - Current

Incoming Flex Officer

ANZ Bank
10.2021 - 07.2023

Business development manager

Francoffee Pty Ltd
09.2017 - 01.2024

MEMEBER

ROTHFIELD PRINT WAREHOUSE TEAM
05.2016 - 02.2017

COURIER DRIVER

CAPITAL TRANSPORT
09.2014 - 03.2016

TEAM MEMBER

NANDOS
07.2013 - 08.2014

BANK CONSULTANT

ANZ
05.2013 - 06.2013

CONSULTANT - SALES & SERVICE

NIIT Pty. Ltd
02.2011 - 01.2013

TRAINEE

MIS, S.D TECH PVT LTD
07.2010 - 01.2011

RESPONSIBITILITES

COMPUTER FACULITY, APTECH Computer Education
01.2010 - 06.2010

Google Data Analytics Professional Certificate - Database Management

Google

Bachelor Degree | Commerce -

Delhi University

Diploma | Information Systems Management -

National Institute of Information Technology , India

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