SONIYA VAGHELA
Dayton
Summary
Goal-oriented team member with extensive experience across customer service, hospitality, administration, and retail sectors. Dedicated to delivering exceptional service in fast-paced, high-volume environments. Adept at building rapport with customers, resolving issues efficiently, and contributing to team success. Goal-oriented and committed to continuous learning and professional growth, with a strong desire to expand skills across diverse roles and industries.
Overview
7
7
years of professional experience
Work History
Emergency Services Call Taker/Customer Service Operator
Western Australia Police Force
01.2024 - Current
- Distinguished between several voices simultaneously while acquiring and retaining information.
- Improved response times with thorough knowledge of company services and accurate information delivery.
- Provided empathetic support to distressed callers, offering guidance on available resources or directing them to appropriate channels for further help when necessary.
- Dealt successfully with individuals from various socio-economic, ethnic and cultural backgrounds.
- Managed high-pressure situations calmly, ensuring timely assistance to callers during peak hours or emergency scenarios.
- Monitored multiple computer screens simultaneously.
- Maintained a professional demeanor, managing difficult callers and deescalating tense situations.
- Handled sensitive information with discretion, safeguarding customer privacy while adhering to company policies and regulations.
- Answered between 50-75 calls per day
Summons and Subpoena Officer
Western Australia Police Force
12.2022 - 02.2023
- Received papers to be served from attorneys, court clerks, and magistrates and printed out papers.
- Thoroughly researched court records such as criminal cases, foreclosures, and probate estates.
- Kept up-to-date on case progress by frequently reviewing records and reporting findings to clients.
- Provided key administrative assistance to senior management.
- Collected and prepared pre-trial discoveries, records and evidence displays.
- Supported administration and research processes for civil litigation cases.
- Scanned and redacted between 200-400 pages per day.
Filing & Administration Assistant
Synergy Air Conditioning Services
02.2018 - 02.2023
- Assisted with filing and scanning documents such as bills and receipts, as well as taxes.
- Adhered to company policies and government regulations regarding data oversight and confidentiality to promote overall information security.
- Optimized information gathering and presentations with the implementation of a practical filing system.
- Examined, categorized, and sorted incoming documents.
- Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies
- Maintained physical and computer-based filing systems
- Responded to internal and external requests for information
- Cleaned up files regularly by removing outdated information for archival or disposal
Event Staff Member
Events Services Australia
09.2021 - 01.2023
- Processed payments, checked tickets and directed guests to locations.
- Provided exceptional customer service to all guests and escalated concerns where needed.
- Welcomed guests to events, checked invitations and oversaw proper seating.
- Welcomed guests and directed each person to desired party, room or activity.
- Performed post-event tasks such as breaking down areas, removing trash and cleaning facilities
Bartender
PALACE EVENTS
07.2022 - 01.2023
- Kept bar presentable and well-stocked to meet customer needs.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Set up glassware, liquor and other necessary supplies for special events.
Bartender
Independent Events
09.2021 - 01.2023
- Kept bar presentable and well-stocked to meet customer needs.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
Retail Assistant
Forever New
09.2021 - 04.2022
- Greeted customers, helped locate merchandise and suggested suitable options.
- Used POS system to process sales, returns, online orders and gift card activations.
- Greeted customers and helped with product questions, selections and purchases.
- Maintained clean sales floor and straightened and faced merchandise.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Answered questions about store policies and addressed customer concerns.
- Informed customers of current store promotions to encourage additional sales purchases.
- Issued receipts and processed refunds, credits or exchanges.
Sales Assistant
Rawgasm Treats
03.2021 - 07.2021
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Boosted team profits with great time and resource management focused on meeting and exceeding sales targets.
- Input credit and debit card payments in POS system to complete purchases.
- Worked independently with minimal supervision.
- Built relationships with customers and community to promote long term business growth.
- Set and achieved company defined sales goals.
FOH Member
Red Rooster
08.2020 - 09.2021
- FOH crew member and delivery driver
- Packed food for customers both at front counter and at the drive-thru window, took orders over the counter and over headset, and paid off customers at drive-thru window.
- Packed and delivered orders to people who have ordered our food online.
- Managed over 200 customers and orders per shift
- Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor.
Retail Assistant
Chandler Macleod
08.2019 - 04.2020
- Served as a friendly, hardworking, and punctual employee.
- Maintained a clean and organized working environment to enhance productivity.
- Worked well in a fast-paced and rapidly changing environment.
- Worked well independently and on a team to solve problems.
- Answered questions about store policies and addressed customer concerns
- Meticulously handled POS system transactions including credit, cash, exchanges, returns, and refunds to ensure seamless and accurate cash flow.
Education
BCrim - MJ Criminal Behaviour - Criminology
Murdoch University
Perth11-2023
High School Diploma -
John Septimus Roe Anglican Community School
Western Australia11.2019
Skills
- Exceeding Customer Expectations
- Understanding and interpreting policies and procedures
- Active Listening
- Scanning Processes
- Outbound Calls
- Customer Inquiries
- Processing Customer Requests
- Workflow Processes
- File Management
- Customer Relationships
- Engaging with Diverse Customers
- Computer Proficiency
- Excellent Written and Verbal Communication
- Interpersonal Skills
- Fast Learner
- Time management and organisation
- Friendly and Helpful
- Team Player
- Professional Service Standards
- Phone and Email Inquiries
- Data entry
- Multitasking and organization
Accomplishments
- Documented and resolved customer's issue which led to customer satisfaction.
- Scanned 100 - 400 pieces of paper per day.
- Demonstrated the ability to remain calm and composed in high-stress situations, ensuring clear communication under pressure, which helped in the effective resolution of time-sensitive emergencies.
- Acted as a key liaison between the public and emergency services, providing critical information to officers on the ground, while also calming distressed callers and offering them guidance during emergency situations.
- Handled sensitive situations, such as domestic disputes or mental health crises, with empathy and professionalism, ensuring that appropriate support and resources were dispatched.
Additional Information
Multilingual - Gujarati, Swahili, English, and basic Hindi
References available upon request.
Timeline
Emergency Services Call Taker/Customer Service Operator
Western Australia Police Force
01.2024 - Current
Summons and Subpoena Officer
Western Australia Police Force
12.2022 - 02.2023
Bartender
PALACE EVENTS
07.2022 - 01.2023
Event Staff Member
Events Services Australia
09.2021 - 01.2023
Bartender
Independent Events
09.2021 - 01.2023
Retail Assistant
Forever New
09.2021 - 04.2022
Sales Assistant
Rawgasm Treats
03.2021 - 07.2021
FOH Member
Red Rooster
08.2020 - 09.2021
Retail Assistant
Chandler Macleod
08.2019 - 04.2020
Filing & Administration Assistant
Synergy Air Conditioning Services
02.2018 - 02.2023
BCrim - MJ Criminal Behaviour - Criminology
Murdoch University
High School Diploma -
John Septimus Roe Anglican Community School
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