Summary
Overview
Work History
Education
Skills
AGSVA Clearance
Career Highlights and Competencies
References
Timeline
Generic

Shaheda Shaikh

Torrens

Summary

I specialize in delivering high-quality customer service, adept at navigating legislative and policy frameworks to make informed decisions. My experience encompasses a broad range of services, including customer support, payment processing, and digital skill enhancement, coupled with a strong focus on identifying and supporting vulnerable customers. I am equipped with the skills to excel in a dynamic team environment, making me a strong candidate for similar positions .

Overview

17
17
years of professional experience

Work History

APS - Service Delivery Officer

Services Australia
03.2023 - Current
  • Delivered exceptional customer service across multiple channels, including call centre operations and face-to-face interactions, ensuring high satisfaction levels.
  • Determined eligibility and processed payments for customers promptly, adhering to legislative and policy rameworks.
  • Assisted customers with payment arrangements, providing support and guidance to ensure timely account management.
  • Identified and prioritized support for potentially vulnerable customers, ensuring their needs were addressed with sensitivity and efficiency.
  • Escalated complex issues and potential risks to the leadership team for resolution, contributing to a proactive problem-solving environment.
  • Empowered customers by enhancing their digital literacy, facilitating a smoother transition to digital service platforms.
    Promoted self-service options to customers, improving their ability to independently access services and manage their accounts.
  • Explained intricate legislative, policy, and procedural details to customers, ensuring their understanding of services and entitlements.
  • Conducted thorough assessments and quality assurance checks to verify payment accuracy, minimizing errors and maintaining compliance.
  • Supported team members through collaborative efforts, fostering a cohesive and productive work environment.

Diploma Lead Educator

YMCA Early Learning Centre
09.2019 - 03.2023
  • Supported children's emotional and social development, fostering positive self-concepts and understanding of others, essential for building secure and nurturing relationships.
  • Implemented a high-quality educational program in collaboration with other educators, focusing on inclusive early childhood practice and social justice, demonstrating your commitment to comprehensive education and care.
  • Created a learning environment filled with fun and smiles every day, valuing children’s interests and celebrating their success, which highlights your ability to make learning enjoyable and engaging for children.
  • Participated in a play-based curriculum that encouraged thinking, investigating, exploring, and problem-solving in a social environment, showcasing your skill in facilitating dynamic and interactive learning experiences.
  • Contributed to the effective operation of the workplace by documenting individual portfolios and the weekly curriculum, evidencing your organizational skills and attention to detail in tracking and assessing children's progress.
  • Ensured compliance with routines, policies, processes, and practices, creating and maintaining an inclusive, fun, safe, healthy, productive, and effective learning environment, underscoring your capability in managing and upholding high standards of educational and care practices.

Casual Childcare Worker

Happy Start Child Care
05.2018 - 08.2018
  • Provided care and assistance to the children by following the routine of the centre with regards to meal, rest and play time
  • Monitored the activities of the children and engaged with them in meaningful play for socializing in a positive way and thereby made them feel safe and secured
  • Supported children's emotional and social development by encouraging positive self-concepts and understanding of others
  • Developed healthy relationships with children to provide support and guidance in learning
  • Cleaned premises by picking up toys, vacuuming, sweeping and mopping
  • Observed play activities to identify positive behaviours and areas in need of improvement, implementing behaviour redirection where appropriate.

Teacher/Trainer, English Language

Aseema Educational Trust (NGO)
03.2010 - 03.2017
  • Supported student teachers by mentoring on classroom management, lesson planning and activity organization
  • Kept students on-task with proactive behaviour modification and positive reinforcement strategies
  • Modified general education curriculum for special-need students using various instructional techniques and technologies
  • Collaborated with other faculty members to review data and develop instructional strategies to address student's learning objectives
  • Enhanced student learning by optimizing wide range of instructional approaches and innovative classroom activities
  • Reviewed curriculum and devised alternate approaches for presenting lessons to increase student's understanding
  • Applied understanding of student engagement with digital learning and wide range of instructional technologies to bolster content delivery
  • Prepared lesson plans according to assessment of student needs and learning ability
  • Implemented reading and writing workshops to increase student's literacy and support school's reading programs
  • Received recognition for contributions of innovative concepts to classroom instruction.

Quality Auditor/Skin Care Consultant

Magus Customer Care (Kaya Skin Clinic)
01.2007 - 10.2009
  • Managed quality assurance program including on site evaluations, internal audits and customer surveys
  • Received training and certification from [Kaya Skin Clinic] to represent brand, explain products & services and guide product selection for customers & guiding clients on their journey to achieve younger, healthier and clearer skin
  • Collaborated with colleagues to enhance customer service experience and exceed team goals through effective client satisfaction rates
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
  • Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention
  • Performed data entry to record call notes, suggestions and questions
  • Investigated and resolved accounting, service and delivery concerns.

Education

Diploma of Early Childhood Education & Care (CHC50113) -

Australian Early Childhood College
02.2024

Certificate III : Early Childhood Education And Care -

TAFE - Sydney
Sydney, NSW
12.2018

Master of Arts: English Literature -

Mumbai University
Mumbai, India
06.2013

Bachelor of Education: Education -

Mumbai University
Mumbai, India
06.2010

Skills

  • Detail Oriented & Critical Thinker
  • Organisational & Planning Skill
  • Relationship Management and Development
  • Adaptive Team Player
  • Energetic Work Attitude
  • Effective Communication
  • Problem-Solving Abilities
  • Adaptability and Flexibility
  • Attention to Detail :
  • Time Management and Organizational Skills
  • Cultural Competency

AGSVA Clearance

Baseline Clearance 

Career Highlights and Competencies

Equipped with a deep understanding of Australian Government operations and a steadfast commitment to excellence, I possess a wealth of experience in providing top-tier customer service within a federal agency framework. My adeptness at interpreting and applying legislative, policy, and procedural guidelines, paired with an exceptional talent for articulating complex concepts to a varied audience, empowers me to deliver informed decisions and sound advice. I thrive in team settings, where I contribute to fostering an inclusive and positive workplace culture, and excel in adapting to evolving environments and policy landscapes. Further enriching my profile is my experience in early childhood education, marked by exemplary interpersonal abilities, a proactive stance on creating engaging and safe learning atmospheres, and a robust background in program development. My qualifications are augmented by CPR and First Aid certifications, a current Working with Children Check (WWC), and a proficient grasp of the National Quality Standards and the Early Years Learning Framework (EYLF), supported by solid intermediate computer skills.

References

Available upon request.

Timeline

APS - Service Delivery Officer

Services Australia
03.2023 - Current

Diploma Lead Educator

YMCA Early Learning Centre
09.2019 - 03.2023

Casual Childcare Worker

Happy Start Child Care
05.2018 - 08.2018

Teacher/Trainer, English Language

Aseema Educational Trust (NGO)
03.2010 - 03.2017

Quality Auditor/Skin Care Consultant

Magus Customer Care (Kaya Skin Clinic)
01.2007 - 10.2009

Diploma of Early Childhood Education & Care (CHC50113) -

Australian Early Childhood College

Certificate III : Early Childhood Education And Care -

TAFE - Sydney

Master of Arts: English Literature -

Mumbai University

Bachelor of Education: Education -

Mumbai University
Shaheda Shaikh