Adam Osmani
Melbourne,VIC
Summary
With 10 years of experience at Public Transport Victoria, I have served as a Case Manager, Complaints Resolution Specialist, Administration, and Agent, consistently optimizing productivity, efficiency, and service quality across diverse environments. I excel in handling individual tasks and cases, while also demonstrating proficiency in team collaboration and fostering strong team-client relationships. As a highly dependable and ethical support specialist and leader, I seamlessly integrate advanced organizational, technical, and business acumen. My ability to efficiently work with cross-functional teams ensures operational and service excellence.
Overview
10
10
years of professional experience
Work History
Case Manager
Public Transport Victoria
07.2017 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
Complaints Resolution Specialist
Public Transport Victoria
06.2015 - Current
- Priority A complaints resolution handling experience which includes missing persons, police requests, collisions, vandalism, and stranded passengers
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Leveraged strong listening skills to fully understand the customer''s perspective, enabling tailored and empathetic responses during conflict resolution.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
Tier 3 Customer Service Agent
Public Transport Victoria
06.2014 - 06.2015
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
High School Diploma -
The Grange P-12 College
Hoppers Crossing, VIC12.2013
Skills
- Problem-Solving
- Relationship Building
- Decision-Making
- Positive Attitude
- Email and Telephone Etiquette
- Case Management
- Deadline driven
- Team-orientated
- Complaints/Resolution proficiency
- Administration
- Technology Savvy
- Active listening
References
Current Team Leader - Public Transport Victoria
Farha Imami - Mobile Number: 0403131995
Previous Team Leaders - Public Transport Victoria:
Kasun De Silva - Mobile Number: 0405020743
Bianka Kozole - Mobile Number: 0411342814
Timeline
Case Manager
Public Transport Victoria
07.2017 - Current
Complaints Resolution Specialist
Public Transport Victoria
06.2015 - Current
Tier 3 Customer Service Agent
Public Transport Victoria
06.2014 - 06.2015
High School Diploma -
The Grange P-12 College
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