Summary
Overview
Work History
Education
Skills
Interests
Referees
Timeline
Generic

Grijeshni Sharma

Aotea, Porirua,WGN

Summary

I am an energetic and organized team player with the natural ability to deliver high quality outcomes under pressure. Within my roles I have maintained excellent internal, external and national relationships, and comfortably negotiate with people of all levels. I enjoy having a ‘hands on’ approach, along with a positive ‘can do’ attitude. I am also proactive and believe in accountability and transparency.

Overview

17
17
years of professional experience

Work History

Driver

Uber
12.2019 - 03.2023
  • Followed all relevant traffic laws and safety regulations.
  • Utilized GPS and other navigation tools to plan routes and stay on schedule.
  • While driving, I met a lot of people from every walk of life.
  • Being self-employed I also looked after my GST and Financials.

Franchisee

Crest Commercial Cleaning
08.2011 - 02.2020


  • Managed day-to-day operations, overseeing staff scheduling, inventory management, and financial reporting.
  • Coordinated successful promotional events aimed at increasing brand awareness and attracting new clientele to the franchise location.
  • Built strong relationships with suppliers, negotiating favourable terms and ensuring timely delivery of products and services.

Fraud Unit - Fraud Technical Officer

Ministry of Social Development
03.2015 - 03.2019
  • Working as a Fraud Technical officer, I reviewed complex cases in accordance with information received from our Investigators. I completed assessments based on the information provided to me and also based on the information I gather through UCVII and Swift. I update clients SWIFTT records to reflect their correct entitlements and advised client of the changes. I manage cases assigned to me and for completion within the given timeframes.
  • Key Duties
  • Processing
  • Gathering and analyzing information
  • Updated Aimos UCVII, SWIFTT and other applications
  • Client Service

Integrity Intervention Centre: Integrity Intervention Officer

Ministry of Social Development
11.2010 - 03.2015
  • Working as an Integrity Intervention officer, I reviewed client records in accordance with the information received from third parties. I complete assessments based on the information provided to us and also based on the information I gather through UCVII and Swift. I update clients SWIFTT records to reflect their correct entitlements and advised client of the changes. I manage cases assigned to me and for completion within the given timeframes. I also help with complex cases and can complete reassessments. Due to my in-depth Swift knowledge, I am called upon by my colleagues to assist with SWIFTT actions. I have also have been supporting the Senior Integrity Intervention Officer with the team’s stats and I have been given an opportunity to act as the Senior Intervention Officer for a month in January 2015.
  • Key Duties
  • Processing
  • Gathering and analyzing Information
  • Updated Aimos, UCVII, SWIFTT and other applications
  • Client Service

Work and Income: Customer Service Representative

Ministry of Social Development
04.2007 - 11.2010
  • As I worked in a Call Centre, I engage with clients to determine their needs and provide the requested information. I also updated client’s records and process actions accurately. I liaise with Case Managers from Work and Income Services Centers as well as staff and managers from other MSD business units. I was the Site Liaison for Johnsonville Service Centre which entails the management of all Contact Centre queries and issues relating to the Johnsonville Site. Due to my exceptional output and results I was appointed as a Quality Coach. I assist other CSR’s and audit all SWIFTT actions. If I encounter an error I show the CSR in question how and where they can utilize all tools available to get information and ensure accuracy in future.
  • Key Duties
  • Customer Service
  • Updating UCVII and Swift
  • Quality Coach
  • Approve actions for CSR’s
  • Sending out team stats everyday
  • Achievements
  • Quality Coach
  • Certificate of Achievements
  • Certificate of Outstanding Contribution

Studylink: Customer Service Representative

Ministry of Social Development
09.2006 - 04.2007
  • Based in a Call Centre I was responsible for liaising with students to establish needs and take appropriate actions to resolve queries.
  • Key Duties
  • Customer Service
  • Updating client’s details
  • Solving client’s queries

Education

Certification - CompTIA Network+

Learning People
Online

Diploma - Information and Communication Technology

Wellington Institute of Technology
Wellington, NZ

Certificate - Business Computing

Wellington Institute of Technology
Wellington, NZ

Skills

  • Processing
  • In my previous role, I assess client’s entitlement and modify payment rates to establish overpayment or arrears I can complete complex cases and also action reassessments when required I manage my workload in effective manner which enables me to finish my cases in the required time frame, hence meeting my individual and team targets I have an eye for detail which enables me to analyze information quickly and accurately I am an expert SWIFTT user in long periods of backdated reviews, assessing overpayments and reviewing and recalculating established overpayments I am proficient in UCVII, CMS, IMS and AIMOS systems
  • Teamwork and Leadership
  • I make myself available to assist my team mates at all times and I am often called upon help with swift actions I enjoy helping others and I am both supportive and encouraging in my approach I work enthusiastically and positively as part of the team I pride myself on leading by example and have enjoyed being promoted into supervisory and training roles throughout my career
  • Communication
  • I tailor my approach to suit every audience When clients are distressed, I listen, show empathy and really try to understand each person’s unique situation I focus on what I can do to reach the best outcome and go the extra mile for clients I have an open and honest approach with my colleagues and address issues in constructive and professional manner I work well with our Seniors and Management team and actively participate in planning and team meetings to meet goals and assist the team in working with other business units including NFIU, Collections and Work and Income
  • Client Service
  • My aim is to provide excellent customer service to clients I do this by listening to the client and asking the right questions to ensure I have full and accurate information to determine clients need I choose the appropriate action to solve client’s needs and make referrals to other departments where required I inform clients of their obligations and advised them to declare any changes as soon as possible to avoid getting overpaid I am passionate about delivering results and exceeding client’s expectations
  • Networking
  • I have a positive working relationship with colleagues, managers and clients I actively network and knowledge share with staff in other areas of the business I have organized team activities and site events while encouraging active participation as part of the Indian Committee
  • Legislation and Policy
  • I have a strong understanding of legislation and policy, for example when a third party calls in requesting information for a client, I never give out information due to Privacy Act, unless permission is given I ensure that I operate within Ministry policy and guidelines and seek guidance from my Manager if I am unsure

Interests

I love dancing and I do Bollywood and Bhangra dancing I enjoy listening to music, reading, meeting people and travelling I have so far travelled to Indian, Singapore, Fiji, Hawaii, Dubai, Mauritius and USA

Referees

Available on request

Timeline

Driver

Uber
12.2019 - 03.2023

Fraud Unit - Fraud Technical Officer

Ministry of Social Development
03.2015 - 03.2019

Franchisee

Crest Commercial Cleaning
08.2011 - 02.2020

Integrity Intervention Centre: Integrity Intervention Officer

Ministry of Social Development
11.2010 - 03.2015

Work and Income: Customer Service Representative

Ministry of Social Development
04.2007 - 11.2010

Studylink: Customer Service Representative

Ministry of Social Development
09.2006 - 04.2007

Certification - CompTIA Network+

Learning People

Diploma - Information and Communication Technology

Wellington Institute of Technology

Certificate - Business Computing

Wellington Institute of Technology

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Grijeshni Sharma