Suhela Hussaini
Greenacres,Australia
Summary
I am a personable and astute individual with three years of customer service experience. I excel in time management and collaboration, allowing me to prioritize tasks effectively while working in team settings. My strong interpersonal skills enable me to build positive relationships with customers and colleagues, fostering a friendly and supportive environment.
I am committed to providing exceptional service, always aiming to exceed expectations. Well-organized and confident, I thrive in dynamic environments and adapt quickly to challenges. My ability to understand general employability skills enhances my contributions to team goals and overall service delivery.
Overview
3
3
years of professional experience
Work History
Detainee Service Officer
SERCO
GREENACRES, SA
06.2024 - Current
- Supervision and Monitoring: Maintain the safety and security of detainees by monitoring behavior and ensuring compliance with facility rules and regulations.
- Crisis Intervention: Respond to incidents and emergencies, employing de-escalation techniques and appropriate intervention strategies to manage conflicts and ensure safety.
- Documentation: Accurately record and report incidents, detainee behavior, and compliance with facility protocols in daily logs and reports.
- Transporting Detainees: Safely escort detainees to various locations within and outside the facility, including court appearances and medical appointments.
- Facility Inspections: Conduct regular inspections of living areas, common spaces, and security equipment to ensure compliance with health and safety standards.
- Communication: Facilitate clear communication between detainees and staff, addressing questions and concerns while maintaining professional boundaries.
- Training and Development: Participate in ongoing training to stay current on policies, procedures, and best practices in correctional management.
- Team Collaboration: Work closely with fellow officers, mental health professionals, and other staff to provide comprehensive care and support to detainees.
- Policy Enforcement: Enforce institutional policies and procedures consistently and fairly, ensuring a safe environment for both staff and detainees.
Workforce Management and Payroll
SERCO
Adelaide, Australia
Current - 05.2024
- Contract Oversight: Successfully managed real-time rostering for multiple contracts, including Australian Health Services, Serco Justice & Immigration Services, and MyHR, ensuring effective staffing solutions tailored to each contract's unique needs.
- Client and Customer Engagement: Actively facilitated day-to-day management by addressing the needs of internal customers and external clients, fostering strong relationships to ensure satisfaction and operational efficiency.
- Attendance Monitoring: Monitored attendance and shift fill rates across 24/7 operations, analyzing trends to identify potential staffing gaps and implementing strategies to maintain optimal coverage.
- KPI Compliance: Ensured staffing levels met contractual KPIs and business requirements, conducting regular assessments to adjust schedules proactively and mitigate risks of understaffing.
- HR Advisory Services: Provided expert HR advisory support, focusing on organizational management, recruitment, and enhancing customer service protocols to improve overall operational effectiveness.
- Absence Management: Coordinated the management of unplanned staff absences, developing contingency plans for daily backfill coverage across several operational and non-operational contracts, thereby minimizing disruptions to service delivery.
- Data Analysis and Reporting: Utilized data analysis tools to generate reports on staffing metrics and performance indicators, presenting findings to senior management to inform strategic decision-making.
- Process Improvement: Identified areas for process improvement in rostering and staffing procedures, recommending changes that enhanced efficiency and reduced operational costs.
APS4 Service Officer
DATACOM
Modbury, Australia
07.2021 - 03.2022
- Customer Service Excellence: Demonstrated ability to deliver outstanding customer service by prioritizing client satisfaction, actively resolving issues, and maintaining a positive attitude in all interactions. Committed to fostering long-term relationships with customers through exceptional support and responsiveness.
- Active Listening: Exceptional listening skills that enable the identification of customer needs and concerns. Skilled at asking insightful questions to clarify issues and provide appropriate, tailored solutions that enhance customer experiences.
- Sensitive Interaction Management: Experienced in managing sensitive customer interactions with care and professionalism. Able to handle confidential information with discretion, addressing customer concerns empathetically and effectively while maintaining trust.
- Problem-Solving Ability: Proficient in analyzing customer inquiries and developing effective solutions. Capable of thinking critically under pressure to resolve issues promptly, ensuring minimal disruption to service.
Education
CER III Sports and Outdoor Recreation -
TAFE SA
01.2017
CER III Business and Marketing -
TAFE SA
01.2016
Skills
- Critical Thinking
- Professionalism
- People Management
- Proficient in Microsoft Software
- Flexibility
- Emotional Intelligence
- Communication Skills
- Community Outreach
- Client and Family Interviews
- Problem-solving aptitude
- Community Mental Health Programs
- Analytical Thinking
- Computer Literacy
- Educational Programs
Languages
- English
- Urdu
- Persian
- Dari
- Hindi
References
Team Leader: Jonathon Schmidt 0408086895
Transport and Escort Facility Operation Manager: Ryan Sparrow 0419855578
Team Leader: Fred Ferina 0469121585
Languages
English
Full Professional
Urdu
Full Professional
Persian
Full Professional
FARSI
Full Professional
Hindi
Professional
Timeline
Workforce Management and Payroll
SERCO
Current - 05.2024
Detainee Service Officer
SERCO
06.2024 - Current
APS4 Service Officer
DATACOM
07.2021 - 03.2022
CER III Sports and Outdoor Recreation -
TAFE SA
CER III Business and Marketing -
TAFE SA
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