ELEI ABDO
Sydney
Summary
With over six years' worth of experience in customer service, I bring strong leadership, organisational and customer centric focus. I'm adaptable to change, while maintaining strong outcomes for customers and organisational compliance. Talented professional considered knowledgeable leader and dedicated problem solver. Brings 7 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
3
3
years of professional experience
Work History
Contact Centre Operator
Service NSW
04.2021 - Current
- Providing customers with support, advise, and assistance in finding information on a wide range of topics, as well as providing customer support services in response to general inquiries
- Providing high quality and efficient business operations.
- Investigated processing errors and malfunctions, resolving issues with minor machine repairs.
- Assembled products according to changing daily work orders and specific customer needs.
- Tested products or subassemblies for functionality or quality and troubleshot problems with equipment, devices, or products.
Customer Care Specialist
Service NSW
05.2023 - 02.2024
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Assisted in training new employees and participated in cross-training with other departments.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Exhibited high energy and professionalism when dealing with clients and staff.
Assistant Project Coordinator
Service NSW
04.2022 - 01.2023
- Perform a wide range of project management and support activities to support the development and delivery of a range of projects that contribute to the achievement of business goals.
- Monitored project progress, identified risks and took corrective action as needed.
- Facilitated workshops to collect project requirements and user feedback.
- Responded to requests for information on materials to inquiring parties.
- Improved project efficiency by streamlining communication between team members and stakeholders.
- Played an integral role in meeting strict deadlines by consistently following up on outstanding tasks with relevant parties.
- Assisted in the creation of detailed project proposals, ensuring alignment with company goals before initiating execution.
Education
CERTIFICATE III IN BUSINESS ADMIN AND CUSTOMER SERVICE -
TAFE NSW Bankstown
01.2019
CERTIFICATE II IN READING & WRITING ENGLISH -
Australian Careers Business College
01.2019
DIPLOMA OF DENTAL TECHNOLOGY -
TAFE NSW Bankstown
01.2018
Skills
- Analyse and implement partner agency knowledge updates
- Resolve complex customer record discrepancies, staff technology issues, and other hyper care projects
- Ability to use Frontline Help, AIMS, and TIRMS transport systems
- Competent in O365 suite, SharePoint, and other collaboration tools
- Ability to assess customer needs
- Propose relevant products to address the needs
- Refer customer to relevant agencies if the need is beyond service offering of SNSW
- Ability to collaborate with teams and agencies to get relevant information
- Multiple Priorities Management
- Adobe Applications
- Multi-operations Management
- Search Engine Optimization
- Time Management
- Stakeholder relationship management
- Relationship Building
- Team Leadership
Roles And Responsibilities
- Providing customers with support, advise, and assistance in finding information on a wide range of topics, as well as providing customer support services in response to general inquiries. Providing high quality and efficient business operations.
- Perform a wide range of project management and support activities to support the development and delivery of a range of projects that contribute to the achievement of business goals.
- Deliver services with a customer-focused approach
- Provide advice or redirect queries to appropriate parties for review and resolution where possible
- Facilitate information flow, clarify issues, and provide advice and response
- Adapt quickly to changing situations, show initiative, and adapt
Customer Concierge operator
Title: CUSTOMER CARE SPECIALIST
Languages
Arabic
Native or Bilingual
English
Full Professional
Timeline
Customer Care Specialist
Service NSW
05.2023 - 02.2024
Assistant Project Coordinator
Service NSW
04.2022 - 01.2023
Contact Centre Operator
Service NSW
04.2021 - Current
CERTIFICATE III IN BUSINESS ADMIN AND CUSTOMER SERVICE -
TAFE NSW Bankstown
CERTIFICATE II IN READING & WRITING ENGLISH -
Australian Careers Business College
DIPLOMA OF DENTAL TECHNOLOGY -
TAFE NSW Bankstown
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