Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Shalini Naidu

Auckland,Papakura

Summary

Proven leader with extensive experience in operations management and customer service, notably at VTNZ. Excelled in enhancing team productivity and customer satisfaction through strategic planning and effective communication. Skilled in conflict resolution and process improvement, achieving significant operational efficiencies. Demonstrates a strong ability to mentor and develop staff, driving both individual and team success.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Manager

Arvind & Shalini's Cakes Ltd
07.2017 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Controlled costs to keep business operating within budget and increase profits.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Designed specialty cakes for weddings, birthdays, and graduations.
  • Assisted customers with selecting suitable cake designs based on their preferences, demonstrating excellent listening skills and attention to detail.
  • Handled phone calls regarding inquiries, cancelled orders, and ordering conflicts.
  • Maintained a clean and sanitary workspace, adhering to strict food safety guidelines and ensuring overall quality control.
  • Improved bakery sales by creating innovative cake designs for holidays and special events.
  • Verified accuracy of orders while meeting strict deadlines on producing completed products.
  • Mentored new employees on cake decorating techniques, fostering a positive work environment and promoting skill development.
  • Replenished bakery items in display cases.
  • Trained new employees on bakery methods and procedures.

Home Based Child Care

PORSE In-Home Childcare
09.2016 - 05.2017
  • Incorporated digital tools such as educational websites, interactive whiteboards, or tablet devices during lessons to enhance engagement levels among learners.
  • Established a positive learning environment by enforcing clear rules and expectations for behavior.
  • Enhanced learning experiences by incorporating hands-on activities and real-world examples into lessons.
  • Improved student literacy skills through guided reading groups and targeted intervention strategies.
  • Built relationships and communicated with parents to provide best learning environment for children.
  • Collaborated with colleagues to develop and revise curriculum, enhancing learning experience.
  • Developed and implemented engaging lesson plans to keep learner attention.
  • Chose materials and developed lesson plans to enhance skills for individual students.
  • Implemented reading and writing workshops to increase student literacy and support school reading programs.
  • Promoted critical thinking skills through engaging group projects and class discussions.

Sales & Retentions Specialist

ADT Security
11.2013 - 05.2016
  • Followed all company policies and procedures to deliver quality work.
  • Developed strong client relationships through consistent communication and attentive service.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Interpreted clients' needs and introduced services to fit specific requirements.
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
  • Listened and responded to customer requests and forwarded necessary information to superiors.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Increased sales and customer satisfaction through personalized servicing.
  • Informed customers of promotions to increase sales productivity and volume.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.

AREA CUSTOMER SERVICE REPRESENTIVE

VTNZ
02.2008 - 03.2012
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Developed and implemented customer service policies and procedures.
  • Established strong partnerships with external vendors, improving supply chain management and product availability.
  • Improved customer satisfaction by implementing new policies and procedures for efficient service delivery.
  • Streamlined workflow processes, increasing overall efficiency within the department.
  • Received and processed various documents for accuracy while demonstrating operational knowledge of customers, carriers and procedures.
  • Conducted regular performance reviews of team members, identifying areas for improvement and offering constructive feedback.
  • Developed metrics-driven approach to monitor team performance and identify areas requiring additional focus or support.
  • Introduced new tools and technologies that enhanced team collaboration, leading to improved problem-solving capabilities.
  • Informed customers of upcoming promotions and deals to boost sales.
  • Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
  • Asked open-ended questions and researched issues in system to resolve various customer billing errors.
  • Defined clear targets and objectives and communicated to other team members.

Change Management Consultant

VTNZ
03.2007 - 04.2008
  • Managed communication efforts throughout the entire project lifecycle to ensure consistent messaging across all levels of the organization.
  • Enhanced employee adoption of change initiatives by developing comprehensive change management strategies and plans.
  • Utilized data-driven decision-making processes to inform strategy development and guide successful implementation of transformation initiatives.
  • Evaluated employee feedback regarding recent changes made within the organization; modified communication strategies accordingly to improve receptiveness among staff members affected by these adjustments.
  • Analyzed business process changes and identified key risks, enabling proactive mitigation strategies to be implemented.
  • Assessed organizational readiness for change, identifying areas requiring improvement to ensure successful implementation.
  • Conducted post-implementation reviews to assess the effectiveness of change management efforts and identify areas for improvement in future projects.
  • Coached leaders on best practices for managing change effectively, fostering a culture of adaptability within the organization.
  • Designed metrics-based evaluation frameworks to measure the impact of change initiatives on organizational performance and employee satisfaction.
  • Conducted organizational assessments to identify areas of potential resistance, developing targeted change management strategies to overcome these barriers.
  • Collaborated with project teams on integrating effective Change Management methodologies into existing workflows while maintaining alignment with company objectives.
  • Created detailed documentation outlining project scope, goals, deliverables, timelines, and resources needed for successful execution of change management projects.
  • Implemented change management practices, resulting in more efficient processes and increased stakeholder satisfaction.
  • Developed customized training programs to support employees during transitions, boosting staff confidence and competence in new processes.
  • Developed solutions to address complex issues and operational gaps.
  • Built support for change throughout business unit through direct outreach strategies.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Customer Service Representative

VTNZ
04.2005 - 02.2008
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Process all Land Transport Vehicle Registration, Compliance, WOF, COF, Driver Licence Transactions

2IC Manager

Woolworths
01.2004 - 02.2005
  • Fostered a positive work environment by promoting teamwork, open communication channels, and employee recognition initiatives.
  • Developed and maintained strong client relationships for increased customer satisfaction and long-term loyalty.
  • Resolved complex issues promptly through effective troubleshooting techniques, root cause analysis, and solution implementation.
  • Resolved customer complaints professionally, turning negative experiences into positive ones whenever possible.
  • Enhanced customer satisfaction by efficiently managing checkout processes and addressing concerns promptly.
  • Maintained a clean, organized, and well-stocked checkout area, enhancing the shopping environment for customers.
  • Supervised multi-cultural teams of 35 members, enforcing compliance with operational policies and procedures.
  • Streamlined workflow for faster checkouts and reduced waiting time for customers.
  • Implemented effective training programs for new staff members, resulting in increased productivity and improved service quality.
  • Ensured smooth transitions during shift changes by thoroughly communicating pertinent information with incoming supervisors.
  • Managed employee scheduling effectively, balancing workload to maintain optimal coverage during peak times without overspending on labor costs.
  • Mentored junior team members, providing guidance on best practices and troubleshooting issues as needed.
  • Quickly and accurately counted drawers at start and end of each shift.
  • Resolved customer complaints quickly to maintain customer satisfaction.

Education

Business

Auckland University of Technology
Auckland, NZ
01.1998

High School Diploma -

Aorere College
Papatoetoe, NZ
12.1997

Skills

  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Staff Training and Development
  • Staff Management
  • Strategic Planning
  • Operations Management
  • Project Management
  • Performance Management
  • Staff Development
  • Sales Techniques
  • Policy Implementation
  • Performance Evaluations
  • Business Administration
  • Marketing
  • Product Management
  • Expense Tracking
  • Customer Service
  • Decision-Making
  • Computer Skills
  • Problem Resolution
  • Team Development
  • Work Planning and Prioritization
  • Hiring and Training
  • Managing Operations and Efficiency
  • Customer Relationship Management
  • Training and Development
  • Staff Training
  • Employee Coaching and Mentoring
  • Scheduling and Coordinating
  • Goal Setting
  • Negotiation and Conflict Resolution
  • Process Improvement
  • Interpersonal Relations
  • Employee Development
  • Administration and Reporting
  • Shift Scheduling
  • Performance reviewing
  • Budget Management
  • Cost Control
  • Schedule oversight
  • Human Resources Management
  • Preventive Maintenance
  • Budget Administration
  • Needs Assessment

Certification


  • leader TRAINING FOR – diabetes cross training programme – East Tamaki health 2019
  • diabetes self-management programme – East Tamaki health 2019
  • Chronic disease self-management programme – East Tamaki health 2018
  • Food Hygiene Course – Burwater pacific group 2014
  • Generic management – vtnz
  • financial audit control training – vtnz
  • customer service & positive SELLING – vtnz
  • driver licence training – vtnz
  • front counter PROCESS – vtnz
  • dealing with difficult conversations – vtnz
  • COMMUNICATION – vtnz
  • customer service officer induction training – vtnz
  • Driver licence system – Landtransport
  • LANDATA SYSTEM – Landtransport
  • first aid certificate – st johns
  • private security certificate – ministry of justice
  • New Zealand Diploma of Business studies – Auckland University of Technology 1997-2002
  • Sixth form certificate – Aorere college 1996
  • school CERTIFICATE –Aorere college 1994

Languages

English
Full Professional
Hindi
Full Professional

Timeline

Manager

Arvind & Shalini's Cakes Ltd
07.2017 - Current

Home Based Child Care

PORSE In-Home Childcare
09.2016 - 05.2017

Sales & Retentions Specialist

ADT Security
11.2013 - 05.2016

AREA CUSTOMER SERVICE REPRESENTIVE

VTNZ
02.2008 - 03.2012

Change Management Consultant

VTNZ
03.2007 - 04.2008

Customer Service Representative

VTNZ
04.2005 - 02.2008

2IC Manager

Woolworths
01.2004 - 02.2005

Business

Auckland University of Technology

High School Diploma -

Aorere College

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Shalini Naidu