Ahmed Al Ghazal
Melbourne,VIC
Summary
Proven Call Center Representative at NAB, adept in managing high call volumes with a 93% customer satisfaction rate, showcases exceptional customer service and technical skills. Skilled in managing customer accounts, resolving disputes, and providing product recommendations. Demonstrated ability to work well under pressure, meet performance metrics, and contribute to a collaborative team environment. Passionate about helping customers and improving service processes Actively contributed to community service with St Vincent De Paul Society, enhancing organizational and empathetic capabilities.
Overview
4
4
years of professional experience
Work History
Call Center Representative
NAB
02.2022 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure. 20-30 calls daily
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Resolve customer complaints and issues efficiently, achieving a [93]% customer satisfaction rate.
- Utilize CRM software to track and document customer interactions and follow up on unresolved issues.
- Process account transactions, including deposits, withdrawals, transfers, and loan payments, while maintaining accuracy and confidentiality.
Volunteer
St Vincent De Paul Society Thrift Stores
01.2021 - 01.2022
- Represented organization positively and professionally while providing community with much-needed services.
- Mentored new volunteers, fostering a supportive and inclusive team environment.
- Completed daily domestic tasks in shelters and group homes to assist people in need.
- Collaborated with other nonprofit organizations to develop joint initiatives that benefited the broader community at large.
- Coordinated food drives for improved local food bank stock levels.
- Operate the cash register, handle cash transactions, and process credit/debit card payments accurately at the store
- Participate in inventory management, including counting and recording stock levels.
Education
Bachelor of Accounting -
Swinburne University of Technology
Melbourne, VIC01.2027
Certificate III - Community Service
Melbourne Polytechnic
Epping, VIC2021
Skills
- Conflict Resolution
- Empathy
- Analytical Thinking
- Multi-tasking
- Problem-solving skills
- Customer Support
- Data Entry
- Product Knowledge
- Payment Processing
- Building rapport
Timeline
Call Center Representative
NAB
02.2022 - Current
Volunteer
St Vincent De Paul Society Thrift Stores
01.2021 - 01.2022
Bachelor of Accounting -
Swinburne University of Technology
Certificate III - Community Service
Melbourne Polytechnic
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