AYESHA AFREEN
Sydney,Australia
Summary
Experienced professional with over 9 years in customer service and administrative roles. Demonstrated success in delivering exceptional service as a cabin crew member and supporting high-level executives in a global company. Proficient in office management, complex scheduling, and client relations. Recognized for improving organizational efficiency, showcasing excellent communication skills, and maintaining professionalism in diverse environments.
Overview
15
15
years of professional experience
Work History
Client Service Manager
SMATS Group (Australasian Taxation Services)
07.2019 - Current
- - Manage and oversee client relations, acting as a primary point of contact to ensure clear, timely, and professional communication.
- - Coordinate the delivery of taxation and related services by liaising with internal accountants, tax agents, and external providers to ensure client satisfaction and service efficiency.
- - Review and verify client documentation for compliance with internal procedures and regulatory standards.
- - Maintain accurate client records and case progress in CRM systems, ensuring timely updates and effective data tracking.
- - Liaise with the Australian Taxation Office (ATO) on behalf of clients to negotiate payment plans, follow up on requests, and resolve queries.
- - Facilitate NSW Stamp Duty processes and documentation across all Australian office locations.
- - Act as a key custodian for original Trusts, Companies, and Superannuation Fund Formation documents, maintaining control and accessibility.
- - Train and supervise new administrative staff and service team members, promoting strong onboarding and operational consistency.
- - Provide executive support to the Managing Director, managing documentation, emails, scheduling, and diary management.
- - Oversee office inventory and procurement of pantry, stationery, and operational supplies to ensure smooth office function.
- - Process internal staff reimbursements and license or training invoices in line with company policies.
- - Lead staff engagement initiatives including birthdays and morale activities to foster a positive work culture.
- - Monitor client satisfaction and identify areas for continuous improvement in service delivery, offering strategic input to management.
Flight Attendant
Jet Airways
03.2015 - 07.2018
- - Provided exceptional service to over 200 passengers and cabin crew, ensuring smooth onboarding, luggage assistance, and clear communication from the flight deck.
- - Awarded Employee of the Quarter twice consecutively at Jet Airways for exceeding role expectations and making significant team contributions.
- - Demonstrated flexibility amidst schedule changes, delays, and challenging situations while maintaining a positive attitude.
- - Handled medical emergencies calmly and competently, following established protocols and liaising with the cockpit crew as needed.
- - Performed pre-flight safety checks on emergency equipment, ensuring all were in good working order.
- - Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- - Fostered cooperation among diverse crew members through effective communication skills, supporting team morale.
- - Recognized as Employee of the Month for handling high-pressure situations with poise and compassion.
Personal Assistant
RetouchNRestore
02.2011 - 12.2013
- - Responded to emails and correspondence, enhancing communication and business processes.
- - Improved executive time management through effective task prioritization and organization.
- - Managed complex calendar coordination across multiple time zones for seamless scheduling.
Education
Certificate III & Diploma - Early Childhood Education & Care
University Preparation College
Sydney, NSW10.2023
Bachelor of Commerce - undefined
Kalinga University
06.2016
Skills
- Executive and Administrative Support:
- Experienced in providing comprehensive support to high-level executives and proficient in handling various administrative tasks Expertise in managing office operations and administrative functions
- Communication and Problem Solving:
- Strong written and verbal communication skills developed through interactions with flight passengers and tax clients Adept at identifying issues and providing effective solutions
- Customer Service and Teamwork:
- Demonstrates genuine care and empathy for customers and clients, consistently aiming to resolve their problems Experienced in working collaboratively with diverse teams, both in cultural backgrounds and professional settings
- Time Management and Attention to Detail:
- Proven ability to manage time effectively and plan efficiently in high-pressure situations Skilled in prioritizing tasks to meet deadlines and achieve goals, ensuring accuracy and thoroughness in all tasks
Timeline
Client Service Manager
SMATS Group (Australasian Taxation Services)
07.2019 - Current
Flight Attendant
Jet Airways
03.2015 - 07.2018
Personal Assistant
RetouchNRestore
02.2011 - 12.2013
Bachelor of Commerce - undefined
Kalinga University
Certificate III & Diploma - Early Childhood Education & Care
University Preparation College