Faduma Abdi
Melbourne,VIC
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Metro
07.2023 - Current
- Assisted an average of 100+ customers daily with inquiries, complaints, and service-related issues, ensuring a positive customer experience at all times
- Utilized strong communication skills to resolve conflicts and provide accurate information, contributing to a 15% increase in customer satisfaction ratings
- Collaborated with team members to streamline service processes, enhancing the overall customer experience and reducing average wait times by 20%
- Maintained up-to-date knowledge of Metro services, policies, and procedures to ensure accurate and helpful customer support
- Staff Training and Development: Conducted training sessions for new staff on customer service best practices and company standards, promoting a high standard of service excellence
Optical Assistant
Specsavers
04.2022 - 09.2022
- Delivered personalized recommendations for frames, lenses, and eye care products, utilizing in-depth knowledge of optical products to guide customers in selecting the best options for their needs and preferences
- Consistently achieved and exceeded sales targets by building strong customer relationships and providing exceptional service
- Conducted thorough analysis of patient prescriptions to ensure accurate vision correction solutions
- Performed precise pupillary distance measurements and other pre-screening tests to guarantee optimal fitting of lenses and frames, enhancing customer satisfaction and visual outcomes
- Managed daily clinic operations, including welcoming customers, conducting pre-screening tests, and making precise frame adjustments to ensure customer comfort and satisfaction
- Oversaw the ordering process for prescription glasses and contact lenses, ensuring timely delivery and accurate fulfillment of customer prescriptions
- Provided exceptional customer service by addressing inquiries, resolving issues, and educating customers on proper eye care and maintenance of optical products
- Maintained a welcoming and professional clinic environment, contributing to a positive overall experience for all customers
- Collaborated with optometrists and team members to ensure seamless clinic operations and high-quality patient care
- Participated in ongoing training and development sessions to stay updated on the latest optical products and technologies, continuously improving personal skills and knowledge
Education
Diploma - Business
University of Waikato
Hamilton, NZSkills
- Exceptional Interpersonal and Communication Skills
- Strong Problem-Solving Aptitude
- Resilience Under Pressure
- Outstanding Customer Service
- Self-Motivated
- Goal-Oriented
- Team-Focused
- Adaptable
- Technical Proficiency
- Operating Systems: Windows
- Operating Systems: macOS
- Microsoft Technologies: Active Directory
- Microsoft Technologies: Microsoft 365
- Microsoft Technologies: Exchange Online
- Microsoft Technologies: SharePoint
- Microsoft Technologies: MS Teams
- Retail Transactions Processing
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Skillscertifications
Working with Children Check, National Police Check, Microsoft Certified: Azure Fundamentals, Exceptional Interpersonal and Communication Skills, Strong Problem-Solving Aptitude and Resilience Under Pressure, Proven Commitment to Outstanding Customer Service, Self-Motivated and Goal-Oriented, Team-Focused and Adaptable, Technical Proficiency, Windows, macOS, Active Directory, Microsoft 365, Exchange Online, SharePoint, MS Teams, True
Certification
- Help Desk Analyst, Tier 1 Support Specialist - HDI.
- Project Management Professional (PMP) – Project Management Institute.
- Microsoft Office Specialist (MOS) - Microsoft.
Languages
Swahili
Full Professional
Timeline
Customer Service Representative
Metro
07.2023 - Current
Optical Assistant
Specsavers
04.2022 - 09.2022
Diploma - Business
University of Waikato
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