SHANU PRIYANKA MANI
Kingswood
Summary
Coaching and Performance Specialist at Hollard Insurance Company with expertise in relationship building and problem-solving. Enhanced employee engagement and team performance through customized coaching and innovative training materials. Recognized for effective communication and multitasking skills, contributing to increased customer satisfaction and operational excellence in high-pressure environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Coaching and Performance Specialist
Hollard Insurance Company
Chatswood
11.2020 - Current
- Communicating efficiently between different departments.
- Assisting with complaints and escalations with dissatisfied customers.
- Providing help to colleagues when they are having difficulties, or do not understand how to complete a process.
- Sitting in on and assisting with recruitment interviews.
- Coaching colleagues on new processes that have changed within the contact centre.
- Conducted assessments of team performance and identified opportunities for improvement.
- Provided coaching, feedback, and support to teams to ensure successful outcomes.
- Implemented initiatives designed to improve employee engagement levels.
- Facilitated meetings between staff members to discuss issues impacting their work.
- Created training materials and facilitated workshops on effective performance management strategies.
- Adapted teaching methods according to the needs of individual learners or groups.
- Remained up to date with developments in the area of expertise.
- Documented all training activities including attendance records, feedback forms, surveys.
- Designed and developed training materials for new employees in the organization.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Developed training materials for staff to enhance skill sets and knowledge.
- Collaborated with teams to implement process improvements across departments.
- Coordinated cross-functional meetings to align performance goals and strategies.
- Identified needs for additional resources or training programs based on employee feedback.
- Delivered engaging training sessions on product knowledge and customer service techniques.
- Collaborated with management to identify training needs and improve instructional strategies.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Recommended changes or improvements in existing training processes as needed.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Developed training programs for international teams across diverse cultural backgrounds.
- Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
Customer Service Representative
Datacom
North Ryde
07.2020 - 10.2020
- Documented, researched and resolved customer service issues
- Enhanced customer satisfaction with fast, knowledgeable service
- Managed customer calls efficiently in fast-paced call center environment
- Delivered fast and friendly service to handle questions and service complaints
- Resolved customer concerns, following internal database prompts and company scripts
- Took ownership over customer concerns, following issues through to resolution
- Completed high volume of inbound and outbound calls
- Assessed customer needs and escalated calls to specific departments
- Identified issues and solutions to eliminate backlog and maximize workflows
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
- Guided calls using excellent communication skills and decisive approach
- Protected confidential customer information with consistent use of established security protocols
Assistant Restaurant Manager
Red Rooster
Jamisontown
02.2018 - 09.2020
- Obtained Shift Supervisor, Restaurant Systems Manager (Assistant Manager) and Restaurant Business Manager (Store Manager) Certification.
- Interviewed and hired new workers offering great personalities, fantastic restaurant experience and desire to work hard.
- Monitored inventory levels and placed orders as needed to maintain optimal stock levels.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Maintained accurate records of sales transactions and other financial information.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Prepared weekly financial reports for upper management review.
- Performed regular maintenance checks on kitchen equipment.
- Assisted personnel with duties and tasks during high-volume periods.
- Oversaw food preparation, production and presentation according to quality standards.
- Coached staff on strategies to enhance performance and improve customer relations.
- Ensured compliance with health and safety regulations.
- Managed cash register operations including deposits and reconciling discrepancies.
- Resolved problems or concerns to satisfaction of involved parties.
- Trained new employees to perform duties.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Monitored customer service standards and took corrective action when needed.
- Created weekly work schedules for all restaurant personnel.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints in a timely manner.
- Completed day-to-day duties accurately and efficiently.
Travel Sales Agent
Flight Centre
Glenmore Park
01.2020 - 06.2020
- Collected payments for transportation and accommodations from customers
- Calculated complete costs of travel and accommodations for customers
- Conversed with customers to determine destination, travel dates and accommodations required
- Booked transportation and hotel reservations on behalf of customers
- Advised customers on travel insurance
- Avoided travel issues by printing carrier tickets for customers
- Documented, researched and resolved customer service issues
- Delivered fast and friendly service to handle questions and service complaints
- Helped office personnel with errands, paperwork and data entry
- Drafted and updated itineraries and kept travelers notified of changes
- Captured travel-related information into Sabre reservation system
- Communicated with clients to determine budget, travel timeline and accommodation preferences
Education
HSC -
Jamison High School
South PenrithCertificate 2 - Hospitality Food & Beverage -
TAFE NSW
South PenrithCertificate 3 - Allied Health -
TAFE NSW
South PenrithSkills
- Performance coaching
- Employee engagement
- Cross-functional collaboration
- Effective communication
- Team building
- Time management
- Feedback delivery
- Task prioritization
- Problem-solving
- Multitasking Abilities
- Professionalism
- Teamwork
- Reliability
- Training facilitation
References
Available on request.
Certification
- FNSASIC311 Establish client relationships and analyze needs
- FNSASIC314 provide Tier 2 general advice in general insurance
- SITHFAB021 Provide Responsible Service of Alcohol
Languages
English
Beginner
A1
Hindi
Beginner
A1
Timeline
Coaching and Performance Specialist
Hollard Insurance Company
11.2020 - Current
Customer Service Representative
Datacom
07.2020 - 10.2020
Travel Sales Agent
Flight Centre
01.2020 - 06.2020
Assistant Restaurant Manager
Red Rooster
02.2018 - 09.2020
HSC -
Jamison High School
Certificate 2 - Hospitality Food & Beverage -
TAFE NSW
Certificate 3 - Allied Health -
TAFE NSW