Smriti Bhatia
Mernda
Summary
Dynamic Business Support Officer with a robust background in statutory planning and operational oversight, adept at driving organizational success through effective team leadership and strategic initiative execution. Expertise in conflict resolution and resource management enables navigation of complex challenges while fostering a collaborative work environment. Committed to enhancing organizational effectiveness and delivering results aligned with business objectives. Proven track record of implementing innovative solutions that streamline processes and improve overall performance.
Overview
17
17
years of professional experience
Work History
Planning Business Support Officer
Nillumbik Shire Council
Melbourne, VIC
07.2024 - Current
- Coordinated interdepartmental projects, ensuring alignment with council objectives and timelines.
- Coordinated advice from internal departments to respond to customer queries.
- Maintained accurate and up-to-date files, records and registers relating to permit applications and business interactions, and upload reporting data to government websites as required.
- Implemented process improvements that streamlined workflows and reduced response times for citizen inquiries.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Improved department efficiency by streamlining and implementing policies and processes.
- Increased awareness and preparedness for potential threats by developing comprehensive training materials for new recruits.
Customer Service Officer
VIC Roads
Broadmeadows, VIC
12.2022 - 07.2024
- Delivered fast, friendly service for routine inquiries and service complaints, enhancing customer experience.
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved product and consumer complaints through effective communication skills, ensuring customer understanding.
- Remain calm and professional in stressful circumstances and effectively diffuse tense situations.
- Promoted high customer satisfaction by efficiently resolving issues with knowledgeable, friendly service.
- Maintain data integrity and the privacy of personal information by complying with the organization's code of conduct.
Site Manager
Coles Express Service Station
Melbourne, Vic
11.2019 - 12.2022
- Complied with operational standards and OSHA regulations.
- Managed office administration, correspondence, filing, and spreadsheet development to support operational efficiency
- Oversaw all daily office operations and equipment maintenance
- Supervised daily office operations and equipment maintenance, ensuring consistent functionality and productivity
- Interviewed, hired and trained new workers
- Addressed employee and customer issues in alignment with company policies, fostering a collaborative environment
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Interpreted blueprints and plans and relayed information to team of workers.
- Developed long-range plans, conceptual designs and capital outlay requirements, driving process improvements.
- Provided general office administration, correspondence, filing and spreadsheet development
Assistant Site Manager
Coles Express Service Station
Canberra, ACT
11.2018 - 11.2019
- Kept sites compliant with OSHA, federal, state and local regulations to prevent unnecessary delays
- Managed daily office operations and maintained equipment for seamless functionality
- Monitored, coached and supervised team of 7 employees
- Tracked employee attendance, processed payroll, and coordinated material orders for sites
- Oversaw all daily office operations and equipment maintenance
- Supervised, coached, and developed team of 7 employees to enhance performance
- Inspected cleanliness of common areas and offices every day.
Customer Service Representative
Coles Express Service Station
Canberra, ACT
09.2017 - 11.2018
- Enhanced customer satisfaction through proactive strategies addressing needs and resolving concerns
- Operated POS to serve customers
- Offered advice and assistance to customers, paying attention to special needs or wants
- Fostered customer loyalty, encouraging repeat business and driving sales growth
- Leveraged sales expertise to promote products and capitalized on upsell opportunities
- Resolved customer inquiries and complaints efficiently, ensuring timely support
- Increased efficiency and team productivity by promoting operational best practices.
Shift Manager
Kingsley’s Chicken
Weston, ACT
03.2017 - 08.2017
- Communicated with other shift managers to facilitate continuum of customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Documented receipts, employee hours and inventory movement.
- Coordinated shift workers for inventory receiving, auditing and restocking.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Upheld company standards and compliance requirements for operations.
Restaurant Manager
KFC
Woden, ACT
11.2010 - 03.2017
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
- Carefully interviewed, selected, trained and supervised staff
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant
- Reconciled cash and credit card transactions to maintain accurate records
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties
- Developed, implemented and managed business plans to promote profitable food and beverage sales
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance
- Created fun team building activities to engage staff in up-selling to meet revenue targets
- Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity
- Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition.
Customer Service
Kingsley’s Chicken
Woden, ACT
05.2009 - 07.2011
- Cross-trained and provided back up for customer service managers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Cultivated customer loyalty, promoted repeat business and improved sales
- Resolved customer complaints and maintained clean and tidy checkout area
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
Education
Diploma - business management
Australian college of Commerce and management
Online01-2013
Graduate diploma - Strategy and policy
UNSW
ADFA, Canberra01-2010
Certificate IV in marketing - Marketing
Canberrra Insitute of Technology
Canberra, ACT01-2009
Masters of Arts - journalism
University of Technology Sydney
Sydney, NSW01-2009
Bachelor of Arts - Humanities
Guru Nanak Dev University
India01-2007
Higher School Certificate -
CT Public School
Jalandhar, India01-2004
Skills
- Customer service orientation
- Assessing client expectations
- Effective communication
- Multitasking and Prioritization
- Data analysis
- Complaint management expertise
- Stress management
- Refund management proficiency
Timeline
Planning Business Support Officer
Nillumbik Shire Council
07.2024 - Current
Customer Service Officer
VIC Roads
12.2022 - 07.2024
Site Manager
Coles Express Service Station
11.2019 - 12.2022
Assistant Site Manager
Coles Express Service Station
11.2018 - 11.2019
Customer Service Representative
Coles Express Service Station
09.2017 - 11.2018
Shift Manager
Kingsley’s Chicken
03.2017 - 08.2017
Restaurant Manager
KFC
11.2010 - 03.2017
Customer Service
Kingsley’s Chicken
05.2009 - 07.2011
Graduate diploma - Strategy and policy
UNSW
Diploma - business management
Australian college of Commerce and management
Certificate IV in marketing - Marketing
Canberrra Insitute of Technology
Masters of Arts - journalism
University of Technology Sydney
Bachelor of Arts - Humanities
Guru Nanak Dev University
Higher School Certificate -
CT Public School