Iesha Sachdeva Email & Phone Number

Melbourne, Victoria, Australia

• Analysis and documentation of business requirements for continuous system improvements• Providing functional specifications to in-house developers and assessing the viability of possible solutions• Evaluating, uncovering, and reporting issues and project benefits to key stakeholders.• Testing and implementation of new or improved system programs• Documentation of current and new system processes for management and users• Maintaining appropriate systems for measuring necessary aspects of organisational and staff performance• Liaise with internal/external customers and service providers to solve problems

Melbourne, Victoria, Australia

- Responsible of a portfolio of workers compensation claims with a focus on physical and psychological based injuries- Manage and maintain relationships with injured workers, their employers and several external stakeholders to help the injured worker back to work as quickly and safely as possible- Work with external stakeholders to assist throughout the claims process with the injured party- Work with our internal specialists to develop and implement a plan to assist the injured workers’ return to work journey.

- Effective management of claims through due diligence in accordance with ACC legislation.- Performing initial assessments and maintain regular contact with claimants and stakeholder.- Promptly taking actions based on the assessment, risk and claimant’s needs.- Documenting case specific notes and records in the case management system (EOS/Salesforce) toassist in decision making.- Providing information to clients and liaising with internal and external stakeholders that assist andfacilitate the client’s recovery along with providing a better experience for the client, while achievingrealistic and sustainable outcomes.- Ability to build rapport and trust with complex clients, including those in highly vulnerable situations.- Informing claimants of their rights and responsibilities to ensure all required information is obtainedwhen dealing with client’s concerns and issues.- Negotiating expectations and coordinating interventions with claimants to ensure realistic andsustainable return to work or independence in safely in a timely manner.- Acting as a buddy and mentor to support new staff with claims management and providing best practiceexamples- Stand in for the team leader to support and maintain performance standards

• Phone based customer service and sales role.• Provide expert destination knowledge to flight centre and external retail/corporate travel consultants.• Actively manage and service client’s portfolios.• Building long-term relationship with travel consultants/agents all over New Zealand.

Auckland, New Zealand

- Act as the subject matter expert of all products, processes and system changes to keep the teaminformed and up to date.- Actively manage performance across the centre and team by ensuring employees areappropriately trained and deliver regular coaching and learning opportunities for both individualsand the team.- Develop employees to deliver service across a range of channels to a consistently high quality.- Lead and manage team and individual performance to meet/exceed revenue and ancillary sales targets.- Conduct and action ticketing procedures (ticket issues, reissues, refunds, manual fare building) using Qantas Systems (Aqire – Amadeus user interface, and Qantas financial suites).- Assist with Customer Care and Baggage queries using Salesforce and Baggage assist:- Manage issues and escalations to a desired outcome as required, while analysing andcommunicating the root cause of the escalation by thinking outside the box and recommendingsolutions to future proof against repeat occurrence to the team as necessary.- Conduct ongoing technical development and training for staff members.- Responsible for external reservation/ticketing support, i.e. Airports and other external stakeholders.- Assist with recruitment and Facilitate induction training when required.- Conduct quality evaluations and link outcomes to individual training needs analysis, toassess individual and team performance to maintain service standards andimplemented structured approaches to drive improvement.- Stand in for the team leader to support and maintain performance standards.

Auckland, New Zealand

• Ensure all customers are satisfied and have been provided with a premium experience.• In depth knowledge and understanding of Airline customer service safety regulations.• The ability to listen to customers and make decisions with expert judgment.• Be able to work in a structured call center environment with KPI’S and personal targets.

Auckland, New Zealand

• Ensure guests are satisfied with their dining experience.• Overseeing the inventory supplies and keeping statistical and financial records.• Supervising staff and producing staff rosters.• Data Entry into M.Y.O.B.• Run marketing promotions to attract and engage customers.• EFTPOS and Cash handling

New Zealand

• Customer communication, e.g. acknowledging arrival, answering phone calls, responding to queries, assisting in purchases, styling customers when needed.• Registering new customers into the database and updating records. • Stock Filling and Merchandising.• EFTPOS and Cash handling.

Auckland, New Zealand

New Zealand

- Develop a marketing strategy to grow share values of carbonated beverages in NZ industry.- Conducting detailed research to develop a carbonated beverage targeting children for the company to launch in 2015.

New Zealand