Sofia Ezzat
Endeavour Hills,VIC
Summary
Experienced professional in operations, project management, and team leadership across justice and immigration, telecommunications, and healthcare sectors. Board member at Global Medical Foundation Australia, providing medical care to underserved communities. Proactive problem-solver with Doctorate in Business Administration and MBA. Known for honesty, loyalty, and building positive relationships. Enjoys travelling, learning, and spending time with family.
Overview
25
25
years of professional experience
Work History
Team Leader (Per-verification and Film Registry)
Serco Traffic Camera Services (TCS)
03.2022 - Current
- Company Overview: Serco Traffic Camera Services (TCS) manages and operates traffic camera systems, covering installation, maintenance, and operation of cameras at various locations. These cameras play a crucial role in traffic enforcement, safety monitoring, data collection, and automated systems for processing violations.
- Oversee day-to-day management of the work functions within the Pre-verification and Film Registry teams to achieve operational objectives and targets within allocated resourcing levels.
- Supervise all tasks undertaken by the Pre-verification and Film Registry teams. Manage change within the Pre-verification and Film Registry team particularly in the area of work practices, training, and innovative technologies to ensure a positive, efficient, and effective work environment.
- Facilitate the continuous improvement of the Team’s business processes and systems to improve business performance and service delivery.
- Drive the success of Pre-verification and film registry teams through developing and maintaining workforce forecasts, resource plans and workflow scheduling.
- Represent the Pre-verification and film registry teams on projects that will impact policies, procedures and work practices and ensure that the project teams understand the impact program and process changes will have on the department.
- Achievements:
- Identifying and strategically implementing process for cost-cutting by moving the current storage from an external source to an internal storage within the first 2 months of employment and successfully achieving a massive cost saving for the department.
- Improved Productivity and efficiency by implementing system changes, cross skilling staff and introducing new accountability measures.
- Achieved cost cutting in staff over time during busy period of the year with strategic planning and staff management.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Assisted in recruitment to build team of top performers.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Negotiated with suppliers to secure cost-effective resources, positively impacting project budgets.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
National Welfare and Engagement Project Admin/ Business Lead Serco Care 360 Phase 2
Serco Justice and Immigration (Secondment)
09.2023 - 01.2025
- Company Overview: Serco is a leading service provider of immigration services. Serco’s services include the management of detention centers, transporting and escorting people locally, domestically and internationally, and the provision of support services for people while their immigration status is being resolved with government immigration departments.
- Provide essential administrative support to the National Welfare and Engagement and Operations departments, excelling in various areas including filing, document control, archiving, and record-keeping.
- Manage inbound and outbound communications and deliveries and organise and facilitate meetings while maintaining confidentiality standards.
- Contribute to team objectives, assist in project planning and development, and maintain process documentation.
- Develop strategies for continuous improvement and foster innovation within the organisation.
- Actively involved as the Business Lead for the Serco Care 360 Phase 2 software development, overseeing its implementation and ensuring alignment with operational needs.
- Delivered training for all 7 sites nationally during Phase 1 of the Serco Care 360 project, enhancing staff capabilities and service delivery.
- Led the Immigration Detention National Tablet and Wi-Fi Rectification Project, ensuring effective communication and implementation of technology solutions to improve detainee welfare.
- Currently involved in a pilot project for system atomization and unified system.
- Maintained KPI (Key Performance Indicator) with reduced staff Head count.
Support Coordinator Manager
ECare Aus PTY LTD
09.2020 - 01.2022
- Company Overview: ECare Aus is a reputable NDIS service provider in Australia, known for its dedication to supporting individuals with mental health challenges. With a focus on providing recovery oriented mental health services, ECare Aus works closely with NDIS participants to promote well-being and independence. Their team of experienced professionals collaborates with care networks and other services to address co-existing mental health and substance abuse issues effectively. Through early intervention, health promotion, and evidence-based practices, ECare Aus strives to empower individuals to lead fulfilling lives. Their commitment to trauma-informed care and ongoing professional development sets them apart as a trusted partner in the mental health and NDIS support services sector.
- Work directly with a diverse range of individuals to support their recovery through focused relationships and recovery-oriented mental health services.
- Collaborate with care networks and other services, especially when addressing coexisting mental health and substance abuse issues.
- Implement early intervention, health promotion, and prevention programs, applying recovery-oriented approaches to various complexities.
- Assess and promote social, emotional, and physical well-being, support wellness planning, and implement trauma-informed care strategies.
- Research and apply evidence-based practices, reflect on professional practice, ensure work health and safety, and manage work within the alcohol and other drugs context.
- Provide loss and grief support, utilise participation and engagement strategies, recognise healthy body systems, and manage personal stressors.
- Achievements:
- Demonstrated exceptional dedication, professionalism, and expertise in working with individuals from diverse backgrounds.
- Deep understanding of the complexities associated with mental health and substance abuse issues.
- Established strong relationships with NDIS participants and provided vital support services commendably.
- Commitment to ongoing professional development through focus on evidencebased practices and reflection on personal professional growth.
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
- Fostered partnerships with local service providers to enhance resource networks available to clients in need of specialized assistance or referrals.
- Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.
- Conducted thorough assessments to identify client needs and develop appropriate support interventions, resulting in improved client outcomes.
- Coordinated meetings and events for internal and external groups.
- Served as an advocate for clients within the community, working closely with external partners to facilitate access to resources and supports.
- Implemented data-driven approaches to case management by tracking key performance indicators and using the information to drive improvements in client outcomes.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Owner operator
Royal Mail Hotel Jerilderie
01.2015 - 11.2021
- Company Overview: An iconic country Hotel, one that has a history of once being targeted and raided by the Ned Kelly Gang, with a well-known historic building beautifully restored with main bar, dining room, café, gift shop, bottle shop, function room, meeting room and guest rooms.
- Setting up the business
- Implementing Systems so the business could me managed remotely.
- Recruiting, training, and supervising staff
- Managing budgets
- Maintaining statistical and financial records
- Planning maintenance work, events, and room bookings
- Handling customer complaints and queries
- Promoting and marketing the business
- Ensuring compliance with health and safety legislation and licensing laws.
- Achievements:
- Defined Business Concept and current Strategic Business Plan
- Made the business resilient and adaptable for success.
- Implemented a Structured and Functional Organization
- Automated Systems to support the organization and make it efficient.
- Increased revenue reached targets and Maximised profits.
- Business sold at higher than market value.
General Manager
Wirefreebroadband Pty Ltd
06.2014 - 09.2020
- Company Overview: Wirefreebroadband is a telecommunication solution provider and specialise in fixed wireless service with an extensive network footprint all over Australia, the organization provides service to wholesale customers, mining companies, council, and large corporate organisation.
- Overseeing daily operations of the business unit.
- Creating and implementing growth strategies.
- Setting key performance goals.
- Hiring key personnel and overseeing training programs.
- Evaluating and deciding upon investments in equipment, infrastructure, and people.
- Reporting key results to senior executives.
- Reviewing financial statements, sales, or other performance data to measure productivity.
- Identifying areas needing cost reduction or process improvement.
- Directing sales, marketing, or customer service activities.
- Achievements:
- I was active in hiring and completely trained for my replacement within the four weeks prior to my departure.
- Lead a successful team by winning some major tenders and project and increased revenue by 30%
- Successfully Managed takeover of 5 ISP (Internet service provider) during 6 years in the position.
- Created some major partnership with industry leader such as Telstra wholesale, AAPT wholesale ETC.
National Manager
Wirefreebroadband Pty Ltd
11.2005 - 06.2014
- Company Overview: Wirefreebroadband is a telecommunication solution provider and specialize in fixed wireless service with an extensive network footprint all over Australia, the organization provides service to wholesale customers, mining companies, council, and large corporate organization.
- Manage a team of customer service team leaders.
- Handle any escalated complaints or queries via phone or mail.
- Review the performance of the customer service team and provide feedback, as necessary.
- Develop and implement strategies that aim to improve overall efficiency in the contact Centre and customer satisfaction levels.
- Ensure the maintenance of a culture of quality and superior customer service.
- Build positive working relationship with existing major clients for repeat business.
- Coordinate with senior management to develop customer service charter, budget, and schedule.
- Manage staff, preparing work schedules and assigning specific duties.
- Determine staffing requirements, interview, hire new employees, or oversee those personnel processes.
- Prepare contracts, proposals and reports for management and customers.
- Understand client needs and provide appropriate solutions.
- Motive and guide Support team to achieve targets.
- Maintaining relationships with people on all sides of the business and working to establish new and efficient systems within the company.
- Supervise and coach team leaders on a weekly basis.
- Achievements:
- Promoted four times during my 9.5 years with the company, from part-time to full-time to salaried, with added benefits, compensation, and responsibilities each time.
- Implemented several new systems and processes for efficient and measurable work methods.
- Drove initiatives in the management team and organizationally that contribute to long-term operational excellence.
Acting Team Leader /Claims resolution officer
Sensis Pty Ltd (Yellow and White pages)
06.2003 - 04.2004
- Customer service
- Resolving customer claims in relation to the advert placed in yellow and white pages.
- Attending to escalated calls.
- Investigation of claim case’s
- Customer phone support
- Achievements:
- In a month was offered a full-time permanent position (started as contractor temporary worker position)
- Was appointed as acting team leader in 3 months of starting the position.
- Was offered to help set up the new support center in Moe, Victoria
Customer Services and Sales
Telstra Pty Ltd
03.2000 - 06.2003
- Mobile activation
- Customer service
- Log fault.
- Sales
- Land line activation.
- Departments worked in
- Mobile Activation
- Mobile Customer services
- Residential Land lines
- Telstra Small and Medium business consultant
Education
Doctorate in Business Administration - Thesis on mental health support, trauma-informed services and Mobile Health Vans in Delivering Community-Centric Healthcare Services
Collège de Paris
MBA -Master of Business Administration - undefined
Torrents University
Melbourne05.2025
Diploma of Training Design and Development - undefined
Australian Institute of Technology Transfer
01.2024
Diploma of Vocational Education and Training - undefined
Australian Institute of Technology Transfer
01.2024
Advanced Diploma of Management - undefined
Chisholm
Melbourne01.2012
Advanced Diploma of Business - undefined
Chisholm
Melbourne01.2012
Advanced Diploma of Human Resources - undefined
Chisholm
Melbourne01.2012
Certified Practitioner of Neuro- Linguistic Programming (NLP) - undefined
Advanced Neuro Dynamics
Melbourne01.2003
Practitioner of Timeline Therapy - undefined
Advanced Neuro Dynamics
Melbourne01.2003
Completion of Hypnotherapist certification Training - undefined
Advanced Neuro Dynamics
Melbourne01.2003
Bachelor of Commerce - undefined
Osmania University
01.2000
Certificate 3 in Information Technology (Software Applications) - undefined
TAFE TASMANIA
Launceston01.2000
Certificate 3 in Information Technology (Network Administration) - undefined
TAFE TASMANIA
Launceston01.2000
Certificate 2 in Hospitality (food & Beverage Ops) - undefined
TAFE TASMANIA
Launceston01.1998
Skills
- Proven leadership abilities in professional settings, where I excel in both leading teams and contributing as an effective team member I am comfortable taking charge in group settings and ensuring collaborative success
- Strong problem-solving skills, adept at meeting tight deadlines while maintaining meticulous attention to detail I consistently strive to deliver outcomes that exceed expectations
- Quick and efficient learner, capable of grasping new tasks and concepts rapidly I am proactive in seeking clarification when needed, yet confident in working independently
- Exceptional negotiation and verbal communication skills developed through extensive study and industry experience I excel in presenting new concepts, plans, and final products with enthusiasm and am proficient in facilitating team meetings that enhance productivity
Languages
Hindi
Native or Bilingual
Tamil
Native or Bilingual
Timeline
National Welfare and Engagement Project Admin/ Business Lead Serco Care 360 Phase 2
Serco Justice and Immigration (Secondment)
09.2023 - 01.2025
Team Leader (Per-verification and Film Registry)
Serco Traffic Camera Services (TCS)
03.2022 - Current
Support Coordinator Manager
ECare Aus PTY LTD
09.2020 - 01.2022
Owner operator
Royal Mail Hotel Jerilderie
01.2015 - 11.2021
General Manager
Wirefreebroadband Pty Ltd
06.2014 - 09.2020
National Manager
Wirefreebroadband Pty Ltd
11.2005 - 06.2014
Acting Team Leader /Claims resolution officer
Sensis Pty Ltd (Yellow and White pages)
06.2003 - 04.2004
Customer Services and Sales
Telstra Pty Ltd
03.2000 - 06.2003
MBA -Master of Business Administration - undefined
Torrents University
Diploma of Training Design and Development - undefined
Australian Institute of Technology Transfer
Diploma of Vocational Education and Training - undefined
Australian Institute of Technology Transfer
Advanced Diploma of Management - undefined
Chisholm
Advanced Diploma of Business - undefined
Chisholm
Advanced Diploma of Human Resources - undefined
Chisholm
Certified Practitioner of Neuro- Linguistic Programming (NLP) - undefined
Advanced Neuro Dynamics
Practitioner of Timeline Therapy - undefined
Advanced Neuro Dynamics
Completion of Hypnotherapist certification Training - undefined
Advanced Neuro Dynamics
Bachelor of Commerce - undefined
Osmania University
Certificate 3 in Information Technology (Software Applications) - undefined
TAFE TASMANIA
Certificate 3 in Information Technology (Network Administration) - undefined
TAFE TASMANIA
Certificate 2 in Hospitality (food & Beverage Ops) - undefined
TAFE TASMANIA
Doctorate in Business Administration - Thesis on mental health support, trauma-informed services and Mobile Health Vans in Delivering Community-Centric Healthcare Services
Collège de Paris
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