Abdul Raffay Farooq
Adelaide,SA
Summary
High-energy and Dynamic Individual, familiar with establishing clear training plans and putting together useful support materials to promote advancements in student learning. Well-versed in operating under tight schedules and with little supervision. Contributes many years of experience in training, teaching, and mentoring professionals in corporate environments. Possess specialized skills in instructional design, employee engagement strategies, and performance assessment tools. Excel using communication, adaptability, and leadership to foster learning environments that promote growth.
Overview
1
1
year of professional experience
Work History
Resolutions Agent
AGL
Adelaide, South Australia
08.2023 - Current
- Implemented effective strategies for resolving customer disputes.
- Provided support and assistance to colleagues who encountered difficult situations while resolving disputes.
- Advised management on best practices for resolving customer disputes in an efficient manner.
- Provided guidance to staff members regarding dispute resolution procedures and protocols.
- Identified opportunities for improvement within existing processes and proposed solutions accordingly.
- Built relationships with customers to ensure their satisfaction during the dispute resolution process.
- Provided insight to newly hired employees to supply knowledge of various company programs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Attended regular one-on-one meetings with TL to review performance and priorities and open to feedback for improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
Customer Service Representative
TSA Group - Telstra
Adelaide, South Australia
04.2023 - 08.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered customer inquiries via phone and email.
- Resolved customer complaints promptly and efficiently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained a high level of professionalism when dealing with difficult customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Strengthened customer retention by offering discount options.
- Surpassed sales goals through implementation of successful marketing strategies.
Education
Masters of Philosophy - Media & Communications
Skills
- Photography & Videography
- Teaching
- Social Behavior Change and its Impacts
- User-Interface & its Importance
- Social Media - Result Oriented Campaigns
- Marketing & Business Development
Adobe
- Photoshop
- Premier
- Illustrator
- Audition
- Lightroom
Microsoft
- Word
- Excel
- Powerpoint
- Project
Frontenddesign
- Figma
- XD
Data Management
- SAP
- Salesforce
- Console
- Siebel
- Transact
Reasons for Interest
- Reputation and Prestige
- Opportunities for Growth
- Company Culture and Values
- Meaningful Work
- Work-Life Balance
- Company Stability and Future Prospects
Last Job Experience
Shortbelevatert but comprehensive experience with TSA; learnt about professional skills, care and most importantly the guidance of North Star and One TSA. This is not only in presentations and posters but I experienced the Value of One TSA on floors of Call Center where we are free to go to any Team Lead, no matter we are in their teams or not. The willingness to help out is immense and extra ordinary. The value of health is to be valued where the Team Leaders strike a perfect work-break balance; well rested for short spam of times produces better results. Overall, I would have absolutely loved to continue serving TSA but the only obstacle is that it is not aligned with my previous work experience i.e. Media and Communications strategies, Teaching, Research writing, Tender Writing, Bid Writing, Proposal Writing, Report Writing, Analysis, Newsletter, Client Proposals, Internal and External Documents and SWOT Analysis. This is what I have been doing for last 22 years of professional life so i had to discontinue serving at TSA to find a better role to elevate my professional career.
Previous Job Experience
During my previous job for the World Bank, my target beneficiaries were from a war affected zone, with extremely hard socio-financial conditions. Moreover, due to bombing and shelling, a huge population was left with permanent or temporary mental and physical disabilities. I being the lead on Media and Communications designed strategies (ATL and BTL) in a way that all the stakeholders got on board to achieve only one target, to rehabilitate and resume normal life. Overall, over $240 Million USD were spent on the project during my tenure with the project and is still continuing with the title FATA Temporarily Displaced Persons - Emergency Recovery Project. The job encompassed presenting the project to Prime Minister, Minister's Cabinet and President of the country for approval.
Approval from Educational Systems
- WES Canada
- Australian Education System
Languages
English
Full Professional
Urdu
Native/ Bilingual
Punjabi
Professional
Arabic
Elementary
Accomplishments
- Late Night Show Award - Radio - 2007
- Best Producer Award 2010
- Best Producer Award 2011
- All Pakistan Executive Producer Award - TV - 2012
- Environment Social Management Plan Award 2021
- Environment Social Management Plan Award 2022
- Social Media Marketing Strategy Award 2022
References
References available upon request.
Timeline
Resolutions Agent
AGL
08.2023 - Current
Customer Service Representative
TSA Group - Telstra
04.2023 - 08.2023
Masters of Philosophy - Media & Communications
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