Ali Hassan
Heidelberg,VIC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
4
4
years of professional experience
Work History
Inbound Call Center Representative
OVO Energy
06.2023 - 01.2024
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Streamlined call center operations by implementing efficient processes and procedures.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
Customer Service Representative
Optus Telecommunications
07.2021 - 09.2022
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.Answered customer telephone calls promptly to avoid on-hold wait times.Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.Recommended [Product or Service] to customers, thoroughly explaining details.Suggested new procedure to persuade cancelling customers to stay with company, resulting in [Number]% decrease in cancellations.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Administration Officer
Department Of Health
10.2019 - 10.2021
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Maintained personnel records and updated internal databases to support document management.
- Followed CDC guidelines to establish accuracy and compliance with COVID-19 protocols.
- Documented all COVID-19 screenings, results and follow-up action on database to enable tracking history and maintain accurate records.
- Performed record keeping by logging client information within secure contact-tracing software.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
Education
Electro Technology Pre Apprenticeship - Electrician
Melbourne Polytechnic
Epping, VIC10.2022
BBA - Business Administration And Management
Latrobe University
Skills
- Documentation and Reporting
- System Documentation
- Account Updating
- Resolving Issues
Timeline
Inbound Call Center Representative
OVO Energy
06.2023 - 01.2024
Customer Service Representative
Optus Telecommunications
07.2021 - 09.2022
Administration Officer
Department Of Health
10.2019 - 10.2021
Electro Technology Pre Apprenticeship - Electrician
Melbourne Polytechnic
BBA - Business Administration And Management
Latrobe University
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