Fereen Khan
Doolandella,Queensland
Summary
Personable and dedicated Customer Service Representative with extensive experience in public retail industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. I have also gained experience in the surgical ward , medical ward and the rehab ward in the St Andrews Private Hospital in Ipswich during my six weeks placement.
Overview
12
12
years of professional experience
Work History
Endorsed Enrolled Nurse
Greenslopes Private Hospital
Brisbane, QLD
03.2022 - Current
- Monitored patient's respiration activity, blood pressure and blood glucose levels in response to medical administration.
- Communicated concerns regarding clients' status, care and environment to nursing supervisors, clinical care supervisors and case managers.
- Collected and documented vital signs to track current patient conditions.
- Coordinated care with physicians and other clinical staff to prepare for treatment, carry out interventions and enhance continuum of care.
- Observed and carried out physician and nursing orders.
- Assisted physicians with examinations and patient scans during diagnostic processes.
- Assisted physician with examinations, tests, and procedures.
- Administered medications, tracked dosages and documented patient conditions.
- Educated patients, caregivers and families on diagnoses, treatment options and disease prevention.
- Understood and followed oral and written directions.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Planned and completed group projects, working smoothly with others.
- Performed comprehensive eye exams, including refractions and contact lens fittings.
- Ordered and maintained inventory of eyewear products, lenses, frames and accessories.
- Educated patients on proper care for their eyewear and vision health.
- Assisted with the pre-testing of patients prior to doctor's examination.
- Administered diagnostic tests such as visual field testing, color blindness testing and ocular motility assessment.
- Maintained patient records by keeping accurate notes on medical history, medications taken, diagnosis and treatment plans prescribed by optometrist or ophthalmologist.
Customer Service Representative - Lending
Suncorp Bank
Brisbane, Queensland
10.2018 - Current
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
Auckland Council
Auckland, New Zealand
01.2017 - 08.2018
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered inbound calls per day and directed to individuals or departments.
- Reviewed account and service histories to identify trends and issues.
- Relayed productive customer feedback to marketing teams.
- Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Exceeded company productivity standards on consistent basis.
- Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
Customer Service TAx Department
Inland Revenue Department
Auckland, New Zealand
05.2012 - 12.2017
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Determined clients' eligibility for tax credits, abatements or deductions through careful research and oversight.
- Stored copies of completed returns and related documents according to company procedures and business regulations.
- Supplied detailed tax documentation needed to submit accurate corporate and individual returns.
- Finalized and processed paperwork with local, state and federal government authorities.
- Assisted small businesses and individual clients with filling out tax forms and electronically filing tax returns.
- Informed clients of potentially beneficial products and services, resulting in additional business opportunities.
- Processed forms and payments for customers.
- Helped individual clients, trusts, partnerships and corporations maintain compliance with tax and reporting laws.
- Performed detailed reviews of financial statements.
- Maintained high level of professionalism and calmness with personnel, even in high-stress situations.
- Identified appropriate community resources and provided referrals for services.
Education
Diploma of Nursing - Endorsed Enrolled Nurse ( IV Qualified)
TAFE QLD
Southport12.2021
Hand Hygiene Nursing And Midwifery Online Learning Module - Certificate of Acheivement
NHHI
Australian Commission On Safety & Quality Certificate of Completion - Quality, Safety And You' - NDIS Worker Orientation
NDIS Quality And Safeguards Commission
First Aid And CPR - First Aid Course
Australia Wide First Aid
Browns Plains07.2021
Cert 3 in Travel And Tourism - Airline Customer Service
Air New Zealand Aviation Institute
Auckland NewZealand05.2012
Some College (No Degree) - High School Year 13
Labasa Sangam College
Labasa Fiji IslandsSkills
- Credit card payment processing
- Report generation
- Inbound and Outbound Calling
- Retail sales customer service
- Courteous demeanor
- Clerical support
- Call Center Operations
- Office equipment proficiency
- High-energy attitude
- System implementation
- Customer relations
- Technologically savvy
- Conflict mediation
- Freight operations
- Critical thinking
- First Aid/CPR
- Organizational skills
- Flexible
- Team building
- People skills
- Time management
- Friendly, positive attitude
- Conflict resolution
- Medication and IV Administration
- Medication Administration
- Wound Management
- Direct Patient Care
- Patient Education
- Care Plan Implementation
- Patient Care and Education
- Policy and Procedure Compliance
- Electronic Health Records Management
- Medical Chart Management
- Ventilator Care
- Patient Care
- Patient Assessment and Care
- Patient Management
- Family Education
- Patient Assessment
Reference
Maxine Hilditch
Coordinator
Greenslopes Speciality clinic
Greenslopes
PH:0733947157
Frances Turner
Clinical educator and Registered Nurse
Ipswich private Hospital
Ph: 0738169363 ( Mon, Wed, Fri)
Email: turnerfrances@ransayhealth.com.au
Janice Bhan
Registered Nurse and Clinical Facilitator
Belmont Private Hospital
Mob:0413445095
janice.bhan@gmail.com
Christie Miller
Team Leader
Suncorp bank
Ph: 131155
Email: christie.miller@suncorp.com.au
Julie Smilth
Team Leader
Manukau Service Centre- Auckland Council
Mobile: +64212422820
Email: julie.smith@aucklandcouncil.govt.nz
Andrew Webb
Team Leader
Inland Revenue Department- Penrose
Email: andrew.webb@ird.govt.nz
Mobile:+64274708114 or +6499842419
Sue Drummond
- Nurse Unit Manager Ward 33
Ph :33947333
Timeline
Endorsed Enrolled Nurse
Greenslopes Private Hospital
03.2022 - Current
Customer Service Representative - Lending
Suncorp Bank
10.2018 - Current
Customer Service Representative
Auckland Council
01.2017 - 08.2018
Customer Service TAx Department
Inland Revenue Department
05.2012 - 12.2017
Diploma of Nursing - Endorsed Enrolled Nurse ( IV Qualified)
TAFE QLD
Hand Hygiene Nursing And Midwifery Online Learning Module - Certificate of Acheivement
NHHI
Certificate of Completion - Quality, Safety And You' - NDIS Worker Orientation
NDIS Quality And Safeguards Commission
First Aid And CPR - First Aid Course
Australia Wide First Aid
Cert 3 in Travel And Tourism - Airline Customer Service
Air New Zealand Aviation Institute
Some College (No Degree) - High School Year 13
Labasa Sangam College
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