Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Sonya Gilani

Brisbane

Summary

Highly skilled in analytical, communication, and teamwork. Adept at adapting to new environments, committed to contributing to team success, and enhancing professional skills with a positive attitude towards continuous learning and growth. Organized and dependable candidate excelling in managing multiple priorities, demonstrating a willingness to take on additional responsibilities to achieve team objectives.

Overview

17
17
years of professional experience

Work History

Bus Operator

Brisbane City Council
06.2024 - Current
  • Maintained a clean and safe bus environment for the comfort of all passengers.
  • Assisted passengers with disabilities, ensuring their safe boarding, travel, and disembarking from the bus.
  • Adhered strictly to traffic laws and safety guidelines while operating the bus on assigned routes.
  • Implemented conflict resolution strategies to maintain a positive atmosphere onboard the bus during challenging situations.
  • Received commendations for exceptional customer service and professionalism during interactions with passengers.
  • Informed passengers about route details, schedules, transfers, and fare policies as needed.
  • Participated in ongoing training sessions to stay current on industry best practices and regulatory updates.
  • Maintained full understanding of local roads and traffic patterns.
  • Built rapport with regular passengers, creating a sense of trust and community within the public transit system.
  • Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
  • Enhanced passenger satisfaction by providing timely and efficient transportation services.
  • Inventoried bus emergency and first aid supplies and equipment.
  • Completed pre- and post-trip bus inspections for safe passenger transportation.

Pre-Qualification Home Buying Specialist -Inbound

Commonwealth Bank Australia
02.2023 - 01.2024
  • Utilise a customer centric approach to interact with customers in their channel of choice to build strong customer relationships through demonstrating a personal interest, creating self-service opportunities and facilitating customer requests.
  • Proactively manage both inbound and outbound customer leads, making contact where appropriate, in line with customer expectations.
  • Build reports with customers, take accountability and drive positive customer outcomes, demonstrating excellent listening skills.
  • Perform contact centre-based metrics such as adherence to schedule, quality requirements and productivity measures.
  • Use knowledge of the bank’s products and services to attend to customer financial needs.
  • Recognise products or services of benefit to the customer and refer to appropriate specialist where appropriate.
  • Understand the risk environment the business operates in and adherence to obligations proactively raising issues where identified.
  • Pre discuss information effectively both in writing and verbally.
  • Multitask across systems, where required upholding multiple, quality conversations at a time.
  • Achieve or exceed performance targets relating to customer experience, service quality and operational performance.
  • Work autonomously and as part of a team in a busy, customer-focused workplace.
  • Provide customer lending qualification support, through online or phone-based channels, delivering a superior and seamless customer experience.

Security Officer

Wison Security
03.2023 - 01.2024
  • Responsible for ensuring the safety of passengers on the bus.
  • Be professional and polite. Attention to details, following instructions and communication skills.
  • Maintain a very high standard of service at all times and rely on a can-do attitude.
  • Diffused and resolved conflicts between the passengers and the driver.
  • Handle and respond to all interruptions and complaints accurately and in a professional manner.
  • Night link council bus services Brisbane
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
  • Reported suspicious activities and persons to law enforcement.

Night Support Worker

Te Wairua Counties Manukau
01.2022 - 09.2022
  • Company Overview: Odyssey House Mental Health Organization, Auckland
  • Complete client check-ins as scheduled when the clients have experienced a significant situation related to physical, emotional, or conflict-based issues.
  • Administer medication as required to clients/Whai ora/ rangatahi.
  • Provide support to clients/ tangata whaiora / rangatahi and family/whanau as required, to achieve effective client outcomes and client satisfaction.
  • Complete regular bed checks as scheduled and record that clients are in their rooms according to the allocation sheet. Attend issues or escalate as required.
  • Demonstrate knowledge and understanding of the Treaty of Waitangi and apply to the role accordingly.
  • Engage in ongoing professional development and supervision support. Conducting mental health groups and therapies.
  • Administration duties such as case notes, reports and letters, risk assessment and liaising with external services.
  • Arranging for the intervention of social services, health, or governmental agencies when needed.
  • Trainings Completed: First Aid Skills, Treaty of Waitangi, De-escalation, Motivational Interviewing, Smoking Cessation, Cultural Competency, Medication Competency, Safeguarding Children, Infection prevention control, suicide and risk assessment, ethics and boundaries.

Customer Services Representative (Inbound)

FlexiGroup (NZ) Limited
06.2019 - 08.2022
  • Offered customer-centric financial services to FlexiGroup customers.
  • Identified new business opportunities, signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Handled all customer and Merchant related issues in a gracious manner and in accordance with company policies.
  • Effectively managed a high volume of emails and inbound customer calls.
  • Explained to customers the different types of credit options that are available.
  • Coached and mentored new staff, providing them with training support to ensure they followed company policies and procedures.
  • Evaluating credit worthiness by processing loan applications and documentation within specified limits.
  • Interviewing applicants to determine financial eligibility and feasibility of granting loans.
  • Determining all applicable ratios and metrics and set up debt payment plans.

Cage Cashier Supervisor VIP Team/Finance

Skycity Entertainment Group Ltd Auckland
04.2012 - 08.2017
  • Provided excellent customer service skills, improving customer experience.
  • Checked credits worthiness of international clients via international agencies and local bodies.
  • Verified cash and bank cheques (international and local) and facilitated client’s interim and final settlement.
  • Prepared TT paperwork both incoming and outgoing, and issued cheques.
  • Handled foreign currency and maintained cash and bank balances.
  • Kept track of client gaming activities and calculated gaming commission earned.
  • Liaised internally to ensure clients had a pleasant stay and experience.
  • Responded to and resolved guest issues and escalated as required.

Part-time Passenger Operator

Veolia Transport, Auckland
06.2010 - 04.2011
  • Updated message displays showing passenger information and making passenger announcements.
  • Attended to enquires and sold and checked tickets.
  • Made sure that passengers got on and off the train safely.
  • Helped to load and unload luggage for passengers unable to do so.
  • Cash handling and reconciliation at the end of the day.

Customer Service Operator

Star Mart, Auckland
03.2008 - 10.2008
  • Advised customers and up sold goods.
  • Solved queries and interacted with international customers on cruise ships at our site.
  • Displayed merchandise to make it aesthetically pleasing.
  • Audited stock levels and placed orders with suppliers.
  • Shift manager duties on weekends!
  • Handled cash and reconciled this at the end of the day with the sales figures.

Education

Bachelor of Commerce - Finance

Mumbai University
01.2006

Skills

  • Customer Service skills: Ability to connect with customers across markets on a deeper level and go the extra mile to ensure an all-round customer experience Able to deliver to customers in high-pressure environments
  • Leadership skills: Self-motivated – can take initiative and complete projects with minimal supervision Experience managing teams through excellent workflow planning skills Excellent time management skills and ability to multi-task between customers
  • Interpersonal skills: Gets along well with co-workers Team player and accepts supervision well Enthusiastic and willing to learn Hardworking, patient, sincere and reliable Capable of learning from setbacks and overcoming disappointments quickly
  • Communication skills: Good written and verbal communication skills in English, Hindi, Gujrati Ability to express information in a professional manner
  • Organisational skills: Ability to multi-task and co-ordinate within and between departments Attention to detail and good organisational skills
  • Listening skills: Ability to pay attention to and effectively interpret what other people are saying
  • Decision-making: Ability to gather all the relevant information, weigh the evidence, act and review the decision
  • Proficient in the use of Microsoft Office, Finacle and Medusa, Gallagher, Neo, Commsee

Accomplishments

  • Regularly achieved the highest call responses for the day at Commonwealth Bank (AU) and FlexiGroup (NZ), with a consistent track record of receiving outstanding feedback from customers.
  • Awarded employee of the week – 1 August 2018 at Mitre10 Mega
  • Achieved a 100% grading for customer service during mystery shopping evaluation (June 2018 at Mitre10 Mega and Star Mart, Quay Street 2008)
  • Aid and peer coaching to other team members (SKYCITY Auckland Ltd)

Languages

English
Full Professional

Timeline

Bus Operator

Brisbane City Council
06.2024 - Current

Security Officer

Wison Security
03.2023 - 01.2024

Pre-Qualification Home Buying Specialist -Inbound

Commonwealth Bank Australia
02.2023 - 01.2024

Night Support Worker

Te Wairua Counties Manukau
01.2022 - 09.2022

Customer Services Representative (Inbound)

FlexiGroup (NZ) Limited
06.2019 - 08.2022

Cage Cashier Supervisor VIP Team/Finance

Skycity Entertainment Group Ltd Auckland
04.2012 - 08.2017

Part-time Passenger Operator

Veolia Transport, Auckland
06.2010 - 04.2011

Customer Service Operator

Star Mart, Auckland
03.2008 - 10.2008

Bachelor of Commerce - Finance

Mumbai University

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Sonya Gilani