Ami Pancholi

Experience

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  Self-employed

  Dec 2014 - May 2019

  Event Coordinator/ Customer Care Representative

   Planning and Processing: -• Identified the client’s requirements and expectations for each event.• Liaised with vendors, exhibitors, and stakeholders during the event planning process to ensure everything is in order. Managing and Execution: - • Managed all event set-up, tear down and follow-up processes.• Maintained event and team budgets.• Booked venues, entertainers, photographers, and scheduled speakers.• RSVP, managed guestlist and evet flowchart. • Co-ordinated with hotels, guest, and event host • Managed designing and printing the banners, invitation and E-invites.• Managed team for different work department during the events. • Identifying the right skill set and allocating right team for the job.• Running through the flow charts and event schedule with the clients and host. Final Setups and Submitting: -• Conducted final inspections on the day of the event to ensure everything adheres to the client’s standards.• Organised and managed team for the event day.• Assessed an event’s overall success and submit finding.• Handover and final settlement of payment for related parties and stakeholders. Show less

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  Nbn™ Australia

  Jan 2020 - Nov 2020

  Network assurance analyst || Field Workforce Co-Ordinator in Customer Field Operations

   Reporting and Monitoring: -• Daily WIP reporting and Monitoring SDP tickets closing WOR in Maximo and cancelling work order.  Communication and Co-ordination: -• Liaising with SDPs for updates and organising tech attendance for on the day tickets, Next Business day tickets and Breached incidents.• Attending Daily OTD (On the Day) meetings with the SDPs and discussing WORs which has breaching risks and performance issues on HFC nodes.  Analysing: -• Analysing SDP SLA performance from the daily macro WIP and reassigning tickets to other SDP if required to meet the SLA needs. • Daily monitoring and analysis of HFC performance Incidents and advising further steps to SDPs after consulting performance team.  Reviewing and Compliance: - • Conducting regular SDP tech’s compliance.• Reviewing NAR OTD Performance for breached list for HFC performance Team. Behavioral analyzing and Feedback: - • Updating SDP with relevant feedbacks regarding the WOR/INC.• Identifying tech onsite and offsite behavior depending on the SLA and ensuring technicians contacts technical team with status and updates. Escalation: -• Working on high level escalations of service escalation Customers and organising tech attendance for the same day. • Looking into future tickets with age of days and escalating for tech’s early attendance on the day or next day depending on the various circumstance and age of ticket.• Attending stand up meetings and escalating the tickets where updates is required. Sound knowledge of HFC/copper technology and the network components. Show less

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  BSA Limited.

  Feb 2021 - Jan 2022

  ⮚ Opening NSW state day work by routing jobs to field technicians (ft) answering chats from FT.⮚ Solving issues for FT like routing, balancing work for all the technicians on field. ⮚ Managing Critical and escalated tickets keep keen eye on techs onsite and offsite behaviours.⮚ Attending meetings to update clients on their Escalation and all the critical high priority jobs.⮚ Working on the escalation and managing high profile critical customer tickets.⮚ Escalating and addressing field technicians’ issues to relevant team for quick solution.⮚ Following up with clients on their tickets that requires special attention.⮚ Addressing managers and client concerns and finding better solution.⮚ Taking charge of task, duties and steeping up for end-to-end solutions for tickets. ⮚ Managing on the day emergency tickets dropping in your que finding right tech to attend the job ⮚ Relocating tech on the day when needed to cover the missing ticket of work. ⮚ Managing on the day Team and field technicians absences .⮚ Managing team weekly roaster and taking actions needed to improve team performance.⮚ First point of contact for team members, external stakeholders, client and field Supervisors. ⮚ Working on continuous process changes to improve team performance for weekly KPI⮚ Highlighting recurring issues and advising solutions to increase team efficiency.⮚ Supporting team member with any problem or any queries.⮚ Constantly liaising with team members to address their issues or concerns.⮚ Planning roaster for public holidays.⮚ Approving and cross verifying the fortnightly payroll timesheets.⮚ Making on the day decision in absence of team leaders for the team. ⮚ Training new staff member till they are confident to work individually.⮚ Raising tickets for software access for new staff members. ⮚ Keeping up team updated with the current change in process. ⮚ Assigning task and duties for the team as per their shift start time and overlooking in the assigned task. Show less Ø Looking into on the day report and matching job due today with the ServiceMax - Dispatch Console. Ø Ensuring all scheduling and dispatching of work orders to field technicians is conducted efficiently and accurately.Ø Using systems like ServiceMax and Servicenow to assign open jobs and route the work to the correct technician.Ø Managing inbound phone calls and Zinc Chats from field technicians.Ø Monitoring all work orders are completed as per SLA, ensuring all activities are completed within the allocated appointment window and mitigate risk of missing SLA and appointments.Ø Collecting and provisioning of accurate information from technicians.Ø Outbound phone calls to technicians to schedule/confirm an installation appointment time.Ø Calling Customers advising the delay, current situation, and next ETA of the tech’s arrivals at the sites.Ø Reporting EOD the status and completion of the jobs. Ø Escalating & calling out the jobs that are at risk with SLA and assigning to the fist tech available to cover the job and save the SLA along with KPI.Ø Managing OTD absences on the field and assigning techs to cover the jobs so as to keep up with the SLA and appointments.- Managing high priority jobs over other jobs escalating and assigning correct techs to medical jobs and enhanced high priority jobs. -Calling out and supporting techs stuck on jobs and resolving so as the field can run smoothly. Show less

  • Senior Optimiser NSW

    Aug 2021 - Jan 2022

  • Schedule and Dispatch Officer VIC

    Feb 2021 - Jan 2022
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  Service Stream

  Jan 2022 - Jul 2022

  Team Leader - WMC

   Team management-● Leading and Managing Workforce Management Centre team of 15 people. Working across 24/7 operating contact centre. ● Acting as point of contact for our client and or internal and external stakeholders.● Rostering and Utilising WMC resources aligning with the work requirements.● Conducting Daily team meeting and one on one catch up with team members. ● Managing Annual leave, OTD sick calls and staff turnovers.● Co-ordinate recruitments of new staff members. ● Look after fortnightly pay cycle and managing timesheets.● Manage and Balance Team members Annual leaves hrs as per business requirements.● Encouraging team for their personal growth by motivating them to take up additional responsibility, talking with team members as per their personal requirements and helping them in the career growth. ● Managing and being point of contact in days of weather emergency and being point of contact for team members to help and support them during weather impacting days. ● Driving team performance to achieve agreed SLA in line with agreed prioritises. Training and Development- ● Educating team members regarding different approach and idea on scheduling the ticket of work. ● Coaching and Motivating team members to ensure all day-to-day task are performed successfully.● Monitoring staff performance and providing feedback for improvements.● Empower and Moulded team members to work on escalation end to end and act as escalation point of contact. ● Engaging the team in routine training and development plan where improvement is identified. ● Ensuring compliance adherence and drive improvements to meet all operational KPIs. Business and Operational task –● Keep close eye on the OTD performance.● Liaising with Operational managers and Project/Business managers in managing the SLAs.● Providing relevant feedbacks to Field technicians and team members regarding the correct process to managing the ticket of work. Show less

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  Intrax Consulting Group

  Jul 2022 - now

  Business Operation Officer

  ● Assist Managers in day-to-day coordination and management of business operational activities.● Monitor, control and manage business mailbox to answer customer queries.● Liaise between customer and management to ensure smooth operations delivery.● Preparing project quotes for customers, internal teams and engineers as per their requirements and scope of work. ● Invoicing at end of month for our internals team and external clients.● Preparing Purchase orders to clear payments for our internal and external stakeholders in timely manner. ● Coordinate and manage project tasks to ensure project delivery within allotted timelines.● Ordering DBYDs and uploading them to company portal before the scheduled field workday● Ensure compliance with company standards and procedures.● Build and maintain strong customer relationship through regular communications.● Provide direction and guidance to internal teams to achieve performance targets.● Identify problems in operations process and resolve them in quickly and timely manner.● Follow standard operating procedures for efficient business operations.● Maintain clear and accurate operations documents/procedures for reference purposes. Show less