Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic

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
Perth
11-2023

High School Diploma -

John Septimus Roe Anglican Community School
Western Australia
11.2019

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
SONIYA VAGHELA