Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Devin Ali

Parramatta

Summary

I am currently a Transport Officer within the Fare Compliance Unit for Sydney Trains. I have had the privilege of working under a number of Senior Transport Officers and Transport Team Managers and have aspired to step up. I understand the importance of the Customer Service aspect of our roles as well as the importance of enforcing fare compliance from the business side. I aim to meet Sydney Trains expectations on every shift representing Sydney Trains with the utmost professionalism and class. In my previous role as a Senior Client Service Officer, I displayed 3+ years of proven skills in NSW Government Housing Services. I have dedication-to-customer-service with over 20 years of face-to-face and call centre experience. I value empathy, respect and accountability and can make sound decisions in complex situations. I am a collaborative team player diligent about contributing to the achievement of organizational goals over personal accolades. I am able to identify and resolve client concerns while maintaining organizational standards and policy adherence. I am a reliable team player, upbeat with a positive attitude and understanding of integrity, punctuality and teamwork. I am detail-oriented, responsible and adaptable to changing conditions while demonstrating passion for building relationships, cultivating partnerships and meeting organizational goals and personal expectations.

Overview

8
8
years of professional experience

Work History

Transport Officer

Sydney Trains
10.2022 - Current
  • Perform customers fare compliance checks within designated regions on multimodal transport
  • Assist customers with enquiries about the Sydney Trains network, Opal ticketing systems, travel applications such as Tripview, Opal Travel, Anytrip and Google Maps Liveview
  • Adhere to agency safety and regulatory standards for full operational compliance.
  • Educate customers on options including Opal and ContactlessPay including how it works, where to buy and how to top up
  • Educate customers on conditions of travel and issue cautions or penalty notices where required
  • Assist management and senior staff in suggesting new ideas for work efficiency


Senior Client Service Officer Assertive Outreach

Department of Communities & Justice
02.2022 - 09.2022
  • As part of Assertive Outreach Team member, worked in specialist role to complete daily patrols seeking rough sleepers to offer housing and support services in both urban and rural areas from Tweed Heads down to Hastings Point. This role is a specialist role which includes face-to-face interactions with members of vulnerable communities, engagements with unpredictable persons and/or persons with mental health complications and complex needs.
  • Assist Lismore and Tweed local housing offices maintain service levels when required or short staffed, completing assignments and volunteering to assist in areas needed such as Housing Application (AHA) assessments, Client Service Visits, Assessments for Transfers, Processing Appeals, Front-of-Office duties including client face-to-face interactions in both Tenancy and Access and Demand Teams enabling positive work culture
  • Regularly engage with Stakeholders, Specialist Homeless Services, Accommodation Providers and Housing Offices to ensure open lines of communication met to seek resolutions and opportunities
  • Reach out to current and prospective clients to assess needs and recommend Social Housing offerings while communicating effectively to provide accurate information to resolve conflicts and issues
  • Manage client complaints with high level of professionalism and competence and reported complex client issues, questions and needs to management when required
  • Attend workshops and training to maintain well-rounded knowledge of company offerings while observing company regulations regarding information security to preserve integrity of client data.
  • Ensure that Housing Policies are enforced and understood by clients and co-workers to educate and meet achievable expectations by all partie.
  • Maintain data entry with accuracy and efficiency, recording new data to system or updating information to keep info integrity up-to-date. This includes maintaining TRIM, ensuring documents are separated and labeled correctly.
  • Prioritize assignments and work tasks to meet deadlines
  • Work autonomously to contribute to overall team success when required. Taking ownership of client interactions to minimize service disruptions wherever applicable.
  • Participant in Coastal Floods in Feb 2022 Disaster Recovery Services, providing clients with information regarding Housing products. This included attendance in Murwillumbah and Ballina. Due to staff shortage, attended services voluntarily for 13 days consecutively to ensure services available for vulnerable communities, displaying strong commitments to customer service and team play
  • Provided clear advice, handover notes and volunteer drop-ins to assist replacement CSOs in maintaining consistent service and leadership throughout emotionally challenging times for communities, volunteers and service members during floods.

Client Service Officer

Department of Communities & Justice
09.2020 - 09.2022
  • Managed client complaints with high level of professionalism and competence. Contacted clients to discuss concerns and actioned accordingly. This includes answering client questions and addressed concerns resulting in reduction in client complaints.
  • Followed up on client leads, managed client applications and onboarded new clients whilst on Assertive outreach program.
  • Assisted in risk assessment and mitigation activities and promptly resolved service issues while engaging customers with proactive strategies to understand vulnerability, needs and develop successful solutions.
  • Streamlined account application processes to improve operational productivity and offer quality service.
  • Educated clients on how to conduct transactions with convenient online solutions including Rentstart bond lodgment assistance and online advice on how to obtain documents required to support housing applications/requirements .
  • Displayed strong telephone etiquette, effectively handling difficult calls whilst handling client inquiries with exceptional professionalism and enthusiasm.
  • Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
  • Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
  • Improved productivity by providing CSR performance feedback for corrective action regarding Rentstart application processing..
  • Maintained up-to-date knowledge of organization's policies regarding housing eligibility in order to provide speedy and accurate service to each client.

Client Service Officer Contractor

Department of Family and Community Services
03.2019 - 08.2020
  • Reported complex client issues, questions and needs to management.
  • Displayed strong telephone etiquette, effectively handling difficult calls and the handling of client inquiries with exceptional professionalism and enthusiasm.
  • Maintain the organizations ethics and values while assisting members of the vulnerable community
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Knowledge and use of agency resources and software such as CIMS, HOMES, CITRIX, RPDataice and RPData.
  • Adhere to company policies and best practice to ensure fairness and transparent communication
  • Informed eligible clients about products and services offered by agency related to emergency accommodation, homeless and domestic violence support services and bond loan assistance
  • Worked under strict deadlines and responded to service requests to meet KPIs and service delivery and quality.
  • Cross-trained on Link2Home and Rentstart processing roles in order to provide skilled knowledge and seamless service.

CUSTOMER SERVICE REPRESENTATIVE

The Chamberlain Group
08.2018 - 02.2019
  • Diagnosing technical problems and applying resolutions related to garage door motors and accessories
  • Providing customers and dealers with friendly, knowledgeable service, tracking solutions and leadership through self-help instances
  • Entering customer and dealer purchase orders while recording customer complaint notifications with highly accurate clerical records
  • Assisting team members when workloads surpass individual abilities, taking on teammates’ tasks to help clear up backlog
  • Making outgoing calls for follow ups on customer leads and service requests
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.

Loyalty Care Representative

Shaw Direct Satellite TV (Satellite TV Call Centre) F
09.2015 - 11.2017
  • Diagnosing technical problems and applying resolutions for incoming customers
  • Identify customer needs, using active listening skills and probing questions to suggest which products and services best align with the customers’ needs and budget
  • Making outgoing follow up calls and maintaining rapport with customers
  • Data entry and maintaining proper call logs
  • Selling and upgrading services and products to meet customer needs and company targets
  • Elected team leader by management in Technical Service Representative role
  • My customer interaction phone call was recorded and implemented into new training module
  • Promoted to Loyalty Care Retentions Team in August 2017
  • Using cross-training to field various incoming customer calls, technical, customer service, sales or retention and assist other departments in high paced, high volume scenarios
  • Handling disgruntled customers and finding resolutions,
  • Researching competitors and discovering ways to retain customers, fulfill changing customer needs
  • Identifying areas of improvement – Quality Assurance for colleagues and team members.

Education

Some College (No Degree) -

Centennial College School of Business
Scarborough, Ontario, Canada

High School Diploma -

Mother Teresa Catholic Secondary School
Scarborough, Ontario Canada
06.2002

Skills

  • Able to work Autonomously
  • Dependable
  • Accountable
  • Cultural Awareness and Sensitivity
  • Document and Records Management
  • Time Management
  • Efficient and Detail-Oriented
  • Proactive Self-Starter
  • Understanding Customer Needs
  • Calm and Professional Under Pressure
  • Policies and Procedures Adherence
  • Patient and Empathetic
  • Customer Data Confidentiality
  • Collaborative, Cooperative and Available
  • Strong Analytical and Problem Solving Skills
  • Establishing and Maintaining Customer Relationships
  • Excellent Leadership Skills and Team Orientation
  • Upbeat and Positive Personality
  • Multitasking and Prioritization

Accomplishments

  • Previously on the HCC Assistant Project Officer talent pool from Aug 2021 - Sep 2022
  • Previously on secondment in Tweed Heads for the Assertive Outreach role from Feb 2022- Sep 2022

Timeline

Transport Officer

Sydney Trains
10.2022 - Current

Senior Client Service Officer Assertive Outreach

Department of Communities & Justice
02.2022 - 09.2022

Client Service Officer

Department of Communities & Justice
09.2020 - 09.2022

Client Service Officer Contractor

Department of Family and Community Services
03.2019 - 08.2020

CUSTOMER SERVICE REPRESENTATIVE

The Chamberlain Group
08.2018 - 02.2019

Loyalty Care Representative

Shaw Direct Satellite TV (Satellite TV Call Centre) F
09.2015 - 11.2017

Some College (No Degree) -

Centennial College School of Business

High School Diploma -

Mother Teresa Catholic Secondary School

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Devin Ali