DUAA KASHIF
Sydney,NSW
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
7
7
years of professional experience
Work History
Business Analyst
Complii Fintech Solutions
03.2023 - 04.2024
- Conducted thorough data analysis to identify key trends and insights, informing strategic business decisions
- Collaborated with cross-functional teams to gather and document business requirements for new project and initiatives
- Developed detailed business process models and workflows to streamline operations and improve efficiency
- Created and maintained comprehensive documentation including business requirements, functional specifications, and user guides
- Facilitated stakeholder meetings and presentation to communicate project updates, gather feedback and address concerns
- Played a key role in the implementation of software solutions, conducting user acceptance testing and providing training and support to end users.
Account Manager
Complii Fintech Solutions
01.2022 - 03.2023
- Provided exceptional customer support to clients, addressing enquiries, and resolving issues in a timely and professional manner
- Acted as a primary contact for clients, building and maintaining strong relationships to ensure client satisfaction and retention
- Assisted clients with account setup, onboarding processes, and troubleshooting technical issues
- Educated clients on the features and functionality of the products, offering tailored solutions to meet their financial needs and goals
- Conducted thorough testing for all products to ensure the quality and efficiency of the products.
Customer Relations Consultant
HUB24
06.2021 - 01.2022
- I am primarily responsible for servicing complex customer enquires via inbound calls in a contact centre environment
- Provided personalised guidance and support to clients on trading strategies, market trends and investment opportunities
- Assisted clients in opening and managing trading accounts, ensuring compliance with regulatory requirements and internal policies
- Conducted regular account reviews with client to assess their financial goals and risk tolerance, offering tailored guidance.
Customer Relations Consultant
BT Financial Group
03.2020 - 06.2021
- I am primarily responsible for servicing complex customer enquires via inbound calls in a contact centre environment
- Using my stakeholder management skills, I take ownership of escalations and complaints, and resolve them in a timely manner
- I proactively manage relationships with customers and financial advisors
- I also work with financial advisors assisting them with queries about our platform
- During my tenure at BT, I have always met and exceeded all my Key Performance Indicators
- As part of my learning and development plan, I help identify trends and provide feedback to my team management to prevent reoccurrence.
Client Advisor
Louis Vuitton
04.2018 - 03.2020
- As a Client Advisor, I took pride in providing exceptional client experience to new and returning clients
- I built upon my retail industry experience to learn about the luxury fashion industry
- I also attained substantial knowledge of Louis Vuitton products
- My passion for assisting clients and personal interest in latest fashion trends proved to be a valuable combination in ensuring my clients received the highest level of customer service
- My attention to detail helped me gain a better understanding of my client’s requirements and style
- As a team, we were allocated department targets and individual targets, which I always exceeded
- Acting as a trusted advisor, I built a pool of returning clients who I would contact frequently to check-in, provide updates on products/promotions, and organise personalised in-store appointments when required
- As part of the high achiever’s club, I would travel to domestic and international fashion events to host my top spending clients
- As part of a high performing team, I exercised my communication and leadership skills to always share effective selling techniques with my peers and share success stories.
Store Manager – Sydney City
Nike
04.2017 - 04.2018
- Developed my management skills by managing a team of over fifteen staff
- Developed customer service skills by resolving customer complaints and enquiries in a timely manner
- Learnt the importance of time management and delegating tasks when required to team leaders
- Ensured compliance of all process and procedures
- Drafted product projections and financials, reviewed the profit and loss statement each quarter
- Achieved and exceeded sales targets by applying cross-selling techniques and negotiation skills
- Exercised strong communication skills to train new staff members.
Education
Bachelor of Commerce -
Macquarie University
03.2021
Skills
- Data Analysis
- Requirements Gathering
- Microsoft Office Suite
- Project Management
- Strategic Planning
- Workflow Analysis
- Gap analysis
- Stakeholder Management
References
- Alison Sarich, Managing Director, Complii Fintech Solutions, 0488 327 688
- Nicole Pudlorz, Team Lead, Complii Fintech Solutions, 0450 651 184
- Jack Rooke, Team Lead, Hub24, 0434 479 311
Timeline
Business Analyst
Complii Fintech Solutions
03.2023 - 04.2024
Account Manager
Complii Fintech Solutions
01.2022 - 03.2023
Customer Relations Consultant
HUB24
06.2021 - 01.2022
Customer Relations Consultant
BT Financial Group
03.2020 - 06.2021
Client Advisor
Louis Vuitton
04.2018 - 03.2020
Store Manager – Sydney City
Nike
04.2017 - 04.2018
Bachelor of Commerce -
Macquarie University
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