Summary
Overview
Work History
Education
Skills
Languages
Certification
References
Timeline
Generic
Sonam Tenzin

Sonam Tenzin

Perth,Australia

Summary

I am an experienced leader and manager with over 15 years in migration, education, facilities, and IT industries. I hold a Doctorate in Information Security, a Master's in IT Management, and a Bachelor's in Information Systems Management. Currently, I am pursuing a Graduate Diploma in Migration Law Practice from Victoria University. I am certified as a Professional Scrum Master, ITIL Foundation, Microsoft Power Platform, and Monday.com consultant.

I have managed diverse projects in Bhutan's government sectors, including health, finance, education, IT, immigration, auditing, and mining. My previous roles include Tutor at Murdoch University, IT Consultant at NCS Australia, Project Manager at ATCO Gas Australia, and Operations/Customer Service Manager at OCS Pty. Limited. Currently, I am the CEO of AAA Education & Migration Consultants in Perth, WA

Overview

16
16
years of professional experience
1
1
Certification

Work History

Operations Manager/Customer Service Manager

OCS Pty Limited
Perth, WA
04.2023 - Current
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Addressed customer concerns with suitable solutions.
  • Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
  • Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
  • Coordinated cross-functional teams to ensure timely delivery of products and services.
  • Collaborated with management team on long-term strategic planning initiatives for the organization.
  • Built strong operational teams to meet process and production demands.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Connected with clients and developed strategies to achieve sales and customer service goals.

Chief Executive Officer

AAA Education & Migration Consultants
Perth, WA
07.2022 - Current
  • Cultivated strong relationships with business partners by providing exceptional customer service.
  • Analyzed market trends and competitor activities to inform product development decisions.
  • Maintained contact with relevant stakeholders including employers, universities, legal representatives.
  • Submitted completed applications to the Department of Immigration and Border Protection.
  • Created strategies for clients to increase their chances of having a successful visa application.
  • Conducted in-depth research into migration law and policy updates.
  • Attended conferences, seminars and workshops related to immigration law developments.
  • Advised clients on post-arrival matters such as finding employment or enrolling in education courses.
  • Responded promptly to enquiries from clients regarding their visa applications.
  • Monitored progress of all cases ensuring that deadlines are met and all required documentation is provided.
  • Directed the implementation of new business initiatives from concept through completion.
  • Represented the company at conferences, trade shows, networking events.
  • Oversaw all aspects of financial management, including budgeting and forecasting.
  • Managed relationships with shareholders, stakeholders, customers, and other key constituents.

Project Manager /Program Coordinator (IT Consultant)

ATCO Gas Australia/NCS Australia
Perth, WA
05.2021 - 07.2022
  • Maintained records of all documents related to each project including specifications, change orders, invoices.
  • Advised other departments on best practices related to managing large-scale projects.
  • Negotiated contracts with vendors and suppliers based on company objectives and budget constraints.
  • Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
  • Communicated effectively with stakeholders to ensure project goals are met on time and within budget.
  • Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
  • Managed multiple projects with competing deadlines simultaneously.
  • Identified risks associated with each project and developed strategies for mitigating those risks.
  • Coordinated resources across multiple departments and teams as needed for successful completion of projects.
  • Provided guidance to team members regarding tasks assigned to them.
  • Implemented effective communication protocols between internal teams working on different aspects of a given project.
  • Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project.
  • Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
  • Developed and maintained project plans, timelines, and budgets.
  • Facilitated resolution of conflicts between team members when necessary.
  • Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
  • Drove continuous improvement of project delivery process by providing strong leadership.

Relieve Quality & Training Coordinator (Cleaning)

OCS Pty Ltd
Perth Airport, WA
05.2020 - 12.2020
  • Identified areas of improvement within existing processes by conducting root cause analysis of customer complaints.
  • Assessed employee competencies through observations and interviews while providing constructive feedback.
  • Coordinated the development of processes, tools, and metrics that enable teams to measure their effectiveness in delivering high-quality services.
  • Implemented corrective action plans when necessary following customer complaints or audit findings.
  • Provided guidance and mentorship to team members on best practices for customer service.
  • Developed strategies for continuous improvement initiatives based on data analysis results.
  • Developed and implemented training plans, programs, and materials for new hires.
  • Facilitated workshops or seminars designed to educate staff on topics such as safety protocols or industry trends.
  • Analyzed training needs to develop new programs or modify and improve existing.

Duty Manager (Cleaning)

OCS Pty Ltd
Perth Airport, WA
02.2018 - 04.2020
  • Organized employee appraisals, providing feedback where necessary.
  • Assisted with recruitment processes when necessary, interviewing potential candidates.
  • Trained new employees on safety protocols, proper use of chemicals and equipment, and other cleaning procedures.
  • Performed additional duties as assigned by supervisor.
  • Created reports documenting daily activities for management review.
  • Reviewed daily timesheets submitted by cleaners to ensure accuracy of hours worked.
  • Organized and managed staff of cleaners, assigning tasks and monitoring performance.
  • Resolved customer complaints concerning cleanliness or service issues promptly and professionally.
  • Developed and implemented cleaning processes to ensure consistent and high-quality results.
  • Monitored inventory of cleaning supplies and equipment, ordering additional items as needed.
  • Coordinated special projects such as floor stripping and refinishing or post-construction cleanup.
  • Provided feedback to cleaners based on inspection results or customer comments.
  • Conducted regular inspections to identify maintenance needs in areas such as carpets, furniture, walls, ceiling tiles, windows.

PRM Allocator

OCS Pty Ltd
Perth Airport, WA
11.2019 - 01.2020
  • Supervised daily operations of passenger services staff, ensuring compliance with safety regulations and customer service standards.
  • Resolved customer complaints in a timely manner, providing satisfactory solutions to address their concerns.
  • Developed strategies to improve customer experience, such as streamlining boarding processes and reducing wait times at the check-in counter.
  • Worked closely with ground transportation providers like taxis, buses, rental cars companies for efficient transfer of passengers between terminals.
  • Assessed staffing needs for each shift to ensure adequate coverage of the check-in counter and gate area.
  • Monitored operational performance metrics to identify areas for improvement in efficiency and customer satisfaction.

University Tutor

Murdoch University
Perth, WA
07.2018 - 06.2019
  • Provided feedback on written assignments and essays to improve student writing skills.
  • Assessed student comprehension levels after each session and provided constructive feedback.
  • Developed and conducted tutorials in a variety of subject areas to ensure student understanding.
  • Established positive relationships with peers, faculty, and administration staff.
  • Provided guidance in researching topics related to assigned projects or papers.
  • Identified common errors made by students while working on their assignments or exams.
  • Assisted students in developing study skills, such as note-taking and time management.
  • Researched relevant educational materials to supplement instruction during tutoring sessions.

Deputy Chief ICT Officer - Project Manager & Business Analyst

Department of Information Technology & Telecom
Thimphu, Bhutan
01.2016 - 07.2017
  • Maintained a high level of communication with other divisions within the organization.
  • Developed and managed budget for the entire division.
  • Conducted periodic performance reviews for subordinate personnel.
  • Supervised staff in day-to-day operations of the division.
  • Coordinated activities between various units within the division.
  • Ensured compliance with all applicable laws, regulations, and ordinances.
  • Represented Chief at internal and external meetings as required.
  • Monitored daily operations of the division to ensure efficiency.
  • Provided strategic planning advice to Chief regarding organizational objectives.
  • Reviewed and approved requests submitted by subordinates.

Sr. ICT Officer-Project Manager & Business Analyst

Department of Information Technology & Telecom
Thimphu, Bhutan
01.2008 - 12.2015
  • Implemented new technologies to enhance workplace productivity levels.
  • Responded promptly to customer inquiries or complaints in a polite manner.
  • Supervised subordinate staff in carrying out daily duties and activities.
  • Provided guidance to team members on how to effectively complete tasks within established timelines.
  • Participated in regular meetings with upper management regarding progress updates on current initiatives.
  • Directed strategic planning and implementation of organizational goals.
  • Coordinated cross-departmental projects to achieve company objectives.
  • Facilitated stakeholder meetings to align on strategic initiatives.

Education

Ph.D. - Information Technology

Murdoch University
Perth, WA
02-2021

Master of Science - Information Technology Management

Murdoch University
Perth, WA
12-2013

Bachelor of Science - Information Systems Management

Madras University
Tamilnadu, India
07-2007

Graduate Diploma - Migration Law Practice

Victoria University
NSW

Skills

  • Process Improvement
  • Customer Service
  • Incidents management
  • Customer Relationship Management
  • Microsoft Office expertise
  • Project management abilities
  • Workforce Management
  • Team Leadership
  • Process Improvements
  • Maintaining Compliance
  • Technology
  • Assignment Delegation
  • Team Building/Leadership
  • Schedule Management
  • Market research, forecasting, and analysis
  • Policies and procedures implementation

Languages

English
Native/ Bilingual
Dzongkha
Native/ Bilingual
Nepali
Professional
Urdu
Limited
Hindi
Limited

Certification

  • Scrum Master
  • Pier Certified Education Agent
  • Monday.com Consultant

References

References available upon request.

Timeline

Operations Manager/Customer Service Manager

OCS Pty Limited
04.2023 - Current

Chief Executive Officer

AAA Education & Migration Consultants
07.2022 - Current

Project Manager /Program Coordinator (IT Consultant)

ATCO Gas Australia/NCS Australia
05.2021 - 07.2022

Relieve Quality & Training Coordinator (Cleaning)

OCS Pty Ltd
05.2020 - 12.2020

PRM Allocator

OCS Pty Ltd
11.2019 - 01.2020

University Tutor

Murdoch University
07.2018 - 06.2019

Duty Manager (Cleaning)

OCS Pty Ltd
02.2018 - 04.2020

Deputy Chief ICT Officer - Project Manager & Business Analyst

Department of Information Technology & Telecom
01.2016 - 07.2017

Sr. ICT Officer-Project Manager & Business Analyst

Department of Information Technology & Telecom
01.2008 - 12.2015

Ph.D. - Information Technology

Murdoch University

Master of Science - Information Technology Management

Murdoch University

Bachelor of Science - Information Systems Management

Madras University

Graduate Diploma - Migration Law Practice

Victoria University

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