Arshdeep Kaur
Auckland,New Zealand
Summary
Dynamic Capability Specialist at Universal Communications Group with a proven track record in data analysis and process improvement. Expert in managing cross-functional teams and enhancing operational efficiency. Skilled in Microsoft Office and delivering exceptional customer service, consistently resolving issues to maintain high satisfaction levels.
Overview
8
8
years of professional experience
Work History
Capability Specialist/2IC Manager
Universal Communications Group
Penrose, Auckland
01.2024 - Current
- Analyzed data trends to support decision-making and strategy development.
- Collaborated with cross-functional teams to improve operational processes and workflows.
- Managed project timelines and deliverables to ensure timely completion of initiatives.
- Developed training materials for new staff to enhance onboarding and performance.
- Implemented process improvements to increase efficiency and reduce costs.
- Coordinated task assignments and schedules for team members.
- Implemented process improvements based on team feedback.
- Delegated daily tasks to team members to optimize group productivity.
- Identified opportunities for process improvements, implementing changes when required.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Analyzed key performance indicators to identify effective strategies.
- Led team in daily operations and project execution.
Incident Coordinator
Universal Communications Group
Penrose, Auckland
10.2022 - 01.2024
- Coordinated cross-departmental communication to streamline project workflows.
- Assisted in developing process documentation for operational tasks.
- Used work management, outage management and SCADA control systems on daily basis.
- Coordinated dispatch schedules for efficient route planning and timely deliveries.
- Dispatched incident jobs and efficiently handled jeopardy management.
- Managed mailboxes to ensure timely and efficient responses.
- Directed phone calls to support technicians, enhancing communication flow for swift incident management.
Team Leader
Electrical Sales and Services
Auckland, Auckland
03.2021 - 10.2022
- Providing support to the management team.
- Management for clients and staff
- General administration, such as attending to customer queries, data entry, claim check.
- System implementation , coming up with new ideas for process improvement .
- Handling all purchases and dealing with our creditors .
- Operational event coordination such as conducting meetings between Spotless and ESS when required.
- Dealing with health and safety issues .
- Investigating any discrepancies and reporting it to the manager.
- Maintenance and updating company website and social media handles.
- Writing supporting documents for basic troubleshooting
- Performs routine technical assistance and maintenance duties
- Performs miscellaneous job-related duties as assigned.
- Led team in daily operations and workflow management to ensure efficiency.
- Delegated daily tasks to team members to optimize group productivity.
Dispatch Coordinator
Ventia Pty Ltd
Auckland
03.2019 - 03.2021
- Handling customer complaints regarding their copper/fibre faults
- Managing the workload and coordinating with internal teams in order to reach service delivery
- Active Directory, Microsoft Office 365
- Dispatching jobs to technicians
- Helping technicians to set up their accounts, updating the information, and changing their passwords
- Setting up computers
- Field support to technicians for tracings of the Chorus network.
- Calling customers and updating the tickets.
- Using remote access applications like CMS apps like Spark Citrix, ICMS, OUT for updates
- Freshdesk interactions with clients.
- Managing database using Viscore Q and updating the job details, Technician details
- Direct communication with Chorus & services companies, through emails/calls
- Jeopardy Management
- Job Validation, Backoffice, Rescheduling the jobsHandling the escalations, Rescheduling the jobs according to clients/customers
- Answering general telephonic inquiries
- Ventia Auckland Council ( After hours / Weekends) - Covering Auckland Council on weekends. Billing, Prioritising criticals to avoid health and safety mishaps, creating a process documentation
Customer Service Agent (CSA) - In Lockdown
St Johns Community Care PTY LTD
Auckland
04.2020 - 05.2020
- Worked on Genesys to check on Isolations.
- Using Microsoft Remote desktop to connect to access Healthline system for Covid 19 Healthline support.
Lounge Assistant (Domestic, Regional, International Lounge)
Air New Zealand
Auckland
04.2017 - 03.2019
- Handling customer complaints
- Making beverages
- Daily Stock Ordering according to the customer's choice.
- Handling custom functions
- Scanning the tickets of passengers
- Creating Shift Reports.
- Staff Management & Supervision
- Alcohol Monitoring
- Flight Meals
- Answering general telephonic inquiries
Team Member/Barista
The Coffee Club
Manukau
09.2018 - 01.2019
- Handling customer complaints
- Making coffees
- Daily Stock Ordering according to the customers choice
- Staff Management & Supervision
- Alcohol Monitoring
- Using POS to take orders.
Education
Diploma in Software Development - Basics of Web Development, Data Handling, Project Management, Technical Support, Networking
Northtec Auckland Campus
Auckland07.2018
Diploma in Information Systems - Basics of Information Systems, Networking, Troubleshooting, Active Directory, Computer Engineering
Northtec Auckland Campus
Auckland10.2017
Skills
- Help Desk Assistance and Support (Level-1&2)
- Excellent Customer Service
- Data Management
- Workload management to meet the SLA
- Microsoft Office
- JavaScript
- Troubleshooting
- Multitasking
- Excellent attention to detail both Front end and Backend
- Microsoft Office 365
- Documentation and presentation
- Data analysis
- Process improvement
- Customer relationship management
- Operational documentation
- Business reporting
Accomplishments
Employee of the Quarter
References
References available upon request.
Timeline
Capability Specialist/2IC Manager
Universal Communications Group
01.2024 - Current
Incident Coordinator
Universal Communications Group
10.2022 - 01.2024
Team Leader
Electrical Sales and Services
03.2021 - 10.2022
Customer Service Agent (CSA) - In Lockdown
St Johns Community Care PTY LTD
04.2020 - 05.2020
Dispatch Coordinator
Ventia Pty Ltd
03.2019 - 03.2021
Team Member/Barista
The Coffee Club
09.2018 - 01.2019
Lounge Assistant (Domestic, Regional, International Lounge)
Air New Zealand
04.2017 - 03.2019
Diploma in Software Development - Basics of Web Development, Data Handling, Project Management, Technical Support, Networking
Northtec Auckland Campus
Diploma in Information Systems - Basics of Information Systems, Networking, Troubleshooting, Active Directory, Computer Engineering
Northtec Auckland Campus
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