Bhavdeep Sidhu
Bertram,WA
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
9
9
years of professional experience
Work History
Team Leader
Serco pty ltd
08.2022 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
Team Leader
Probe pty ltd
07.2020 - 07.2022
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Subject Matter Expert
Stellar Asia Pacific
08.2018 - 06.2020
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Collaborated with management to identify and prioritize new development concepts.
- Monitored and tracked user progress to identify improvement opportunities.
Supervisor
Red Rooster pty ltd
08.2014 - 09.2017
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
Education
Bachelor of Science - Chemistry
GNDU
Punjab IndiaCertificate III in Customer Engagement
Century Group Pty Ltd (6127)
Perth, WA07.2020
Skills
- Interpersonal skills – ability to build relationships and build solid rapport with diverse range of people
- Organizational Skills – excellent time management skills with ability to produce high standards of work and be highly adaptable to variety of situations High attention to detail with excellent planning and organizing skills
- Effective communication skills–ability to communicate effectively with staff and executives- excellent verbal and written communication skills
- Leadership skills – ability to work effectively and efficiently either as part of team or as individual
- Literacy skills- extremely experienced with report writing, letter writing, writing and documenting procedures
- Administration skills – performed various secretarial/clerical duties such as documenting, photocopying, faxing, mailing, emailing and filling along with maintaining competent typing skills at 50 wpm
Additional Information
3 Years
Contact No
0424813418
Key Skills Gained
- Answering a high volume of incoming calls and enquiries from customers relating to claim, advances, debts/appeals, updating income and assets
- High attention to detail
- Ability to handle myself in a high stress level management
- Ability to think on my feet
- Ability to problem solving efficiently and effectively
- Ability to maintain a high level of confidentiality always when accessing customer records
- Ability to handle supervisor calls in a professional manner
- Ability to work within team environment
- Meeting all KPI’s such as adherence, conformance, Average call handling, After call work, attendance, escalation efficiency and quality.
Major Strengths
- Ability to work effectively in teams
- Ability to lead result oriented teams
- Aptitude to learn things faster
- Can adapt to changing situations
- Capable of achieving targets within stipulated time
- Follow system and procedures as per protocol
- Good computer skills, with experience in most MS application
Professional Experience
Showed premium client service by scheduling and coordinated client’s appointments and responding to inquiries in diplomatic and tactful manner: Tracked client metrics and communicated to internal and external stakeholders the progress of implementation and usage.
Professional Experience Details
- Serco pty ltd, East Perth, 08/01/22
- Probe pty ltd, 07/01/20, 07/01/22
- Stellar Asia Pacific (Centrelink), 01/01/18, 06/01/20
- Red Rooster pty ltd, 08/01/14, 09/01/17
Roles And Responsibilities
- Answering customer inquiries over the phone
- Processing documentation to update customer records
- Provided timely, courteous and knowledgeable responses to information requests from customers
- Interpreting various documents to customers with making claims for payments
- Managing customer accounts
- Assisting customers claiming payments online using Assisted Customer claims
- In depth knowledge of the services Australia website and associated operating system
- In depth understanding of KPIs
- Assisting colleagues as TPS (Technical Peer support) and SME (Subject matter expert) with ability to problem solve and assist in a timely manner
References
Stefan, 0414001869, Operation Manager (Probe pty ltd)
Gina, 0412280708, Operating Manager (Serco pty ltd)
Timeline
Team Leader
Serco pty ltd
08.2022 - Current
Team Leader
Probe pty ltd
07.2020 - 07.2022
Subject Matter Expert
Stellar Asia Pacific
08.2018 - 06.2020
Supervisor
Red Rooster pty ltd
08.2014 - 09.2017
Bachelor of Science - Chemistry
GNDU
Certificate III in Customer Engagement
Century Group Pty Ltd (6127)
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