Sushma Sharma Adhikari
Wentworthville,Australia
Summary
Multilingual customer service expert with over 15 years of experience in multinational environments, specializing in service delivery and operational excellence, and collaborating with a diverse profile of colleagues and customers. Proven ability to exceed customer expectations and lead teams effectively. Demonstrated success in exceeding customer expectations and leading diverse teams in a challenging workspace. Holds a master's degree in Human Resource Management and relevant training certifications, showcasing strong administrative and HR capabilities. Recognized for being proactive, flexible, and maintaining quality and exceptional attention to detail skills, able to be innovative and prompt in critical thinking and response to manage day-to-day operations, and effective communication with stakeholders.
Overview
21
21
years of professional experience
Work History
Case Closure Officer
Employers Mutual Limited
Sydney, NSW
07.2024 - Current
- Ensured compliance with organizational policies while managing daily operations effectively.
- Cultivated relationships with key clients and stakeholders to facilitate claims closure.
- Maintained detailed records and documentation throughout claims processes.
- Delivered outstanding customer service, creating positive experiences during claims finalization.
- Protected sensitive information by enforcing security and confidentiality standards.
- Led continuous improvement initiatives to foster innovation within the team.
- Addressed customer inquiries and complaints promptly, demonstrating empathy and support.
- Organized company files using document management system for easy access to data.
Student Services and Administrative Officer
Advance College
01.2022 - 05.2025
- Scheduled meetings and maintained calendars for faculty members efficiently.
- Handled student inquiries and concerns while managing class schedules.
- Facilitated training sessions for new administrative staff on office protocols.
- Organized events, workshops, and seminars to boost student engagement.
- Collaborated with departments to streamline processes and enhance efficiency.
- Monitored email accounts frequently, ensuring timely responses within established timeframes.
- Maintained organized filing systems for confidential documents and correspondence.
- Managed office inventory to ensure adequate supply levels.
Case Manager Specialist
Employers Mutual Limited
Sydney, NSW
05.2022 - 07.2024
- Coordinated case management services for clients with diverse needs.
- Proactively and effectively manage all aspects of a caseload of workers' compensation claims within the legislation and compliance guidelines.
- Facilitated communication between employers, injured workers, and healthcare providers, effectively.
- Developed individualized care plans based on client assessments, and monitored client progress and adjusted care plans as needed.
- Delivered the desired customer experience to all stakeholders and manage the end-to-end outcomes for a portfolio of cases.
- Conducted regular follow-up meetings to evaluate client satisfaction.
- Provided crisis intervention support to at-risk clients promptly.
- Educated clients about available resources and services comprehensively.
- Conducted claims reviews, case conferences, and provided accurate and complete information that is consistent and easy to understand, including options about any claim, entitlements, obligations, and responsibilities.
- Collaborated with multidisciplinary teams to ensure holistic care delivery.
- Monitored client progress on a regular basis by reviewing records and conducting interviews.
- Collaborated with multidisciplinary teams to develop strategies for meeting clients' recovery and return-to-work goals.
- Participated in team meetings and professional development activities to stay current on best practices in case management.
- Assessed client needs and developed individualized service plans to meet those needs.
- Identified potential barriers that could impede progress towards achieving desired outcomes while developing solutions to address them quickly and efficiently.
- Maintained accurate documentation of case notes in the computer system according to regulations.
- Developed long-term relationships with clients by providing emotional support throughout their recovery process.
- Transitioned clients to different providers based on progress or needs.
- Reviewed treatment plans against individual goals and healthcare standards.
- Managed caseloads effectively, ensuring timely documentation and reporting.
- Maintained confidentiality and adhered to professional ethics and standards.
- Prepared and presented case reports and summaries to stakeholders and management nd recorded notes and plans effectively.
Administration Officer / Office and HR Support
DS Accountants and Advisors
06.2019 - 12.2021
- Provided comprehensive administrative support to diverse customers and business partners.
- Monitored program actions and drafted reports for senior leadership updates.
- Managed recruitment administration and maintained accurate databases.
- Coordinated internal events while executing additional duties as needed.
- Scheduled and facilitated client appointments and meetings effectively.
- Streamlined office operations to enhance efficiency within accounting firm.
- Organized financial documentation, ensuring accurate record-keeping of transactions and reports.
- Collaborated with team members to elevate client service delivery standards.
Duty Manager / Assistant Front Office Manager
Mercure Sydney Parramatta Hotel (Accor)
02.2018 - 11.2018
- Ensured that guest documentation and data are organized, available, and up to date.
- Supervised daily hotel operations and ensured guest satisfaction.
- Managed front desk staff and coordinated shift schedules effectively.
- Handled guest inquiries and resolved issues promptly and professionally.
- Oversaw housekeeping services to maintain cleanliness and standards.
- Monitored inventory levels for supplies and ordered as needed.
- Trained new employees on policies and customer service expectations.
- Implemented safety protocols to ensure guest and staff well-being.
- Collaborated with department heads to improve operational efficiency.
- Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Responded promptly to any emergency situations that arose during shifts.
- Created positive work environment for employees and delivered exceptional customer service.
- Supervised cash handling procedures, ensuring that all transactions were processed accurately.
- Handled employee problems in absence of general manager.
- Collaborated with upper management to improve productivity of operations.
- Prepared weekly reports detailing sales figures and staff performance metrics.
- Developed and implemented strategies to improve customer service.
- Delegated tasks appropriately amongst team members according to individual skillsets.
- Reviewed customer feedback surveys in order to identify areas for improvement.
- Ensured adherence to health and safety regulations throughout the premises.
- Managed disciplinary processes for employees who failed to adhere to company policies or procedures.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Maintained accurate records of staff attendance, sales figures and stock levels.
- Scheduled and organized daily shift rotations for a team of up to 15 employees. Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Monitored performance of staff members, offering advice where appropriate.
- Took care of customer problem escalated by other staff members.
- Implemented quality assurance measures in order to maintain high standards of service delivery.
- Helped improve customer service, quality assurance and service speed by developing and implementing successful solutions.
- Assisted with recruitment processes when necessary, interviewing potential candidates.
- Conducted regular inspections of equipment and facilities in order to identify any maintenance needs.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
Administrative Officer & Receptionist
SKC Management Australia Pty Ltd
06.2017 - 02.2018
- Providing administrative support for day to day work procedures
- Preparing necessary documentation for the customers and staff
- Generating daily reports and maintaining office databases
- Maintaining the office inventories and supplies, distributing and storing office correspondence Managing and fulfilling reception duties as and when required
- Reporting and liaising with senior management in regards to inconsistencies to enhance relationships, operations and customer services
- Dealing with correspondence and queries, ensuring high level of service and safety was maintained.
Travel Consultant
Escape Travel
05.2016 - 05.2017
- Designed personalized travel itineraries based on client preferences and budgets.
- Monitored and adjusted schedules by responding proactively to customer requests.
- Developed relationships with suppliers to secure optimal travel arrangements.
- Utilized booking software to streamline reservations and improve service delivery.
- Conducted post-trip follow-ups to gather feedback on client experiences.
- Resolved issues related to administration, operations, travel plans, and services.
- Maintained excellent correspondence to enhance customer experience and workplace atmosphere.
- Processed payments while ensuring confidentiality of client information.
Leadership & Development Trainer
Etihad Airways
Abudhabi, United Arab Emirates
04.2014 - 06.2015
- Designed and delivered training programs for diverse employee groups to enhance skills.
- Conducted assessments to evaluate training effectiveness and ensure alignment with company objectives.
- Collaborated with management teams to identify skill gaps and assess training needs.
- Developed instructional materials, including course outlines and handouts, for staff development classes.
- Facilitated workshops on safety and operational procedures, ensuring adherence to best practices.
- Implemented feedback mechanisms to continuously improve training methods and outcomes.
- Mentored new trainers on effective methodologies and provided ongoing support.
- Coordinated logistics for training sessions, managing schedules and venue selection.
Cabin Senior & Cabin Manager
Etihad Airways
Abudhabi, United Arab emirates
03.2010 - 06.2015
- Led a diverse team of 12 to 35 members as cabin manager, ensuring high performance and safety standards.
- Delegated roles based on staff talents and skills to optimize team effectiveness.
- Conducted performance appraisals and delivered actionable feedback for continuous improvement.
- Coordinated flight schedules to achieve on-time departures while maintaining safety and service excellence.
- Empowered staff through coaching in service delivery and emergency management protocols.
- Managed in-flight service, resolving passenger concerns promptly to enhance overall experience.
- Oversaw compliance with safety regulations, conducting inspections of cabin equipment readiness.
- Tracked and reported irregularities related to catering services, ensuring quality during flights.
Premium Cabin Crew
Etihad Airways
Abudhabi, United Arab Emirates
05.2007 - 03.2010
- Ensured safety and service compliance according to company standards.
- Delivered personalized service and hospitality to guests.
- Anticipated guest needs, maintaining prompt performance.
- Exhibited a proactive attitude in challenging situations.
- Completed necessary paperwork and provided feedback to management.
- Maintained professionalism and adherence to style and image standards.
- Administered First Aid and life-saving procedures as needed.
Flight Attendant
Buddha Air
Kathmandu, Nepal
04.2005 - 04.2007
- Delivered exceptional in-flight service to enhance passenger comfort and satisfaction.
- Managed emergency situations by effectively implementing safety protocols and procedures.
- Anticipated passenger needs to promote enjoyable flights and enhance overall experience.
- Collaborated with crew members to maintain efficient cabin operations throughout flights.
- Ensured on-time performance by liaising with other departments for smooth operations.
- Addressed passenger inquiries and resolved issues promptly, ensuring pleasant experiences.
- Maintained accurate records of in-flight supplies, including meals and entertainment selections.
- Completed paperwork related to daily duties, including passenger manifests post-flight.
Administrative Manager
Private Education Academy
Kathmandu, Nepal
05.2004 - 03.2005
- Managed administrative functions to support daily operations of educational programs.
- Supervised office staff to ensure efficient workflow and task completion.
- Coordinated schedules, meetings, and events for faculty and staff members.
- Assisted in recruitment by reviewing resumes and conducting interviews.
- Maintained filing systems to organize student and employee records efficiently.
- Implemented policies to enhance inter-departmental communication and stakeholder engagement.
- Facilitated training sessions for new administrative staff on processes and tools.
- Oversaw office inventory management to ensure operational readiness.
Education
Certificate 4 in Training And Assessment - Training And Assessment
Masters in Education Pty Ltd
Sydney, NSW03-2024
Masters - Human Resource Management
Western Sydney University
01.2021
Certificate III - Travel
Franklyn Scholar
Australia01.2017
Bachelors Degree of Tourism Studies - Human Resource Management
IGNOU
Dubai01.2015
Skills
- MS Office 365 proficiency
- Customer service
- Case and compliance management
- Administrative support
- Event coordination
- Effective communication
- Problem solving
- Training facilitation
- Report writing
- Emergency response coordination
- Adaptability in dynamic environments
- Relationship building
- Complaint resolution
- Attention to detail
- Coaching and mentoring
- Team collaboration
- Cultural awareness
- Reporting and documentation
- Performance management
- Interpersonal skills
- Self-motivation
- Multitasking abilities
- Time management
Awards
Top Academic Achiever | 2021 - WSU, Honored member of 'Golden Key International Honour Society' | 2020 by Vice-Chancellor WSU, Top Novice Performance | 2016 - FCTG, Top Sales Team | 2017 - Lombard Finance FCTG, Top Duty-Free Seller | 2014 - ETIHAD, Best Cabin Senior Q3 | 2013 - ETIHAD, Employee/Crew of the Month | 2010 - ETIHAD, Gold Medalist | 2004 - Office Secretarial Practice and Seminar organized by His Majesty Government of Nepal.
Affiliations
- Writing poems and journals
- Doing adventure sports
- Traveling and socializing
References
AVAILABLE UPON REQUEST
Timeline
Case Closure Officer
Employers Mutual Limited
07.2024 - Current
Case Manager Specialist
Employers Mutual Limited
05.2022 - 07.2024
Student Services and Administrative Officer
Advance College
01.2022 - 05.2025
Administration Officer / Office and HR Support
DS Accountants and Advisors
06.2019 - 12.2021
Duty Manager / Assistant Front Office Manager
Mercure Sydney Parramatta Hotel (Accor)
02.2018 - 11.2018
Administrative Officer & Receptionist
SKC Management Australia Pty Ltd
06.2017 - 02.2018
Travel Consultant
Escape Travel
05.2016 - 05.2017
Leadership & Development Trainer
Etihad Airways
04.2014 - 06.2015
Cabin Senior & Cabin Manager
Etihad Airways
03.2010 - 06.2015
Premium Cabin Crew
Etihad Airways
05.2007 - 03.2010
Flight Attendant
Buddha Air
04.2005 - 04.2007
Administrative Manager
Private Education Academy
05.2004 - 03.2005
Certificate 4 in Training And Assessment - Training And Assessment
Masters in Education Pty Ltd
Masters - Human Resource Management
Western Sydney University
Certificate III - Travel
Franklyn Scholar
Bachelors Degree of Tourism Studies - Human Resource Management
IGNOU
Similar Profiles
SHANE KUMARSHANE KUMAR
Case Management Specialist at Employers Mutual LimitedCase Management Specialist at Employers Mutual Limited
Stephanie MayersStephanie Mayers
Case Manager at Employers Mutual Limited (EML)Case Manager at Employers Mutual Limited (EML)
Peter NghePeter Nghe
<ul><li>Lead a high performing team of Case Managers, Injury Management Advisor and Technical Specialist. Acting as a Third Party Administrator and responsible for the management of the portfolio of Youi CTP Claims.</li><li>My role was to oversee and supervise the day to day operation of the claims team and to ensure that both our Statutory Benefits and Common Law claims portfolio are being managed at a high level and in line with the legislation.</li><li>I am responsible for design and implementation of framework for effective claims strategies to uplift Customer Experience including Business and Regulator deliverables.</li><li>Established and developed strong working relationships with our client Youi to ensure that regular business performance updates are provided, improve reporting and claims governance including risk oversight are being identified.</li><li>Develop new initiatives and ideas to assist with the continuous improvement of claims processes and procedure including the rolling out of such plan to the business.</li></ul> at Employers Mutual Limited<ul><li>Lead a high performing team of Case Managers, Injury Management Advisor and Technical Specialist. Acting as a Third Party Administrator and responsible for the management of the portfolio of Youi CTP Claims.</li><li>My role was to oversee and supervise the day to day operation of the claims team and to ensure that both our Statutory Benefits and Common Law claims portfolio are being managed at a high level and in line with the legislation.</li><li>I am responsible for design and implementation of framework for effective claims strategies to uplift Customer Experience including Business and Regulator deliverables.</li><li>Established and developed strong working relationships with our client Youi to ensure that regular business performance updates are provided, improve reporting and claims governance including risk oversight are being identified.</li><li>Develop new initiatives and ideas to assist with the continuous improvement of claims processes and procedure including the rolling out of such plan to the business.</li></ul> at Employers Mutual Limited
HOORIYA T MHOORIYA T M
Food Service Assistant at Westmead Private HospitalFood Service Assistant at Westmead Private Hospital
Amir Mohamad SinghAmir Mohamad Singh
Pick Packer at Coles GroupPick Packer at Coles Group