Filza Shakeel
Melbourne,VIC
Summary
Experience in customer service for Coles Online and technical support for Coles stores. Skilled in troubleshooting, problem resolution, and delivering clear technical guidance to enhance user experience. Seeking to transition into IT Support at Coles Online, where I can leverage my strong communication skills, knowledge of Coles Online systems, and commitment to efficient issue resolution to ensure seamless operations and customer satisfaction.
Overview
1
1
year of professional experience
Work History
Customer Service Agent
Probe Group - Coles Online Campaign
- - Deliver responsive and empathetic support to customers using the Coles Online platform.
- - Resolve inquiries related to orders, deliveries, payments, and account issues.
- - Use internal systems to investigate and track customer concerns, ensuring timely follow-ups.
- - Collaborate with internal teams to escalate complex cases and recommend process improvements.
- - Maintain up-to-date knowledge of systems and procedures to provide accurate assistance.
Receptionist/Team Leader
PC Hotel
01.2023 - 11.2023
- - Led a team of reception and concierge staff, ensuring seamless front desk operations and high-quality guest service in a fast-paced, technology-driven environment.
- - Managed property management systems (PMS), reservation software, and CRM databases, troubleshooting system issues and coordinating with IT teams to minimize downtime.
- - Trained and mentored team members on digital tools, new software updates, and data entry standards to improve accuracy and efficiency.
- - Produced and analyzed performance reports using Excel and internal systems to identify trends and areas for improvement.
- - Monitored and maintained guest data security and privacy in compliance with company and GDPR standards.
Sales Assistant
Book Store
06.2022 - 07.2023
- - System Setup & Configuration: Installed and configured a local network and POS (Point of Sale) software to manage book inventory, sales, and customer data.
- - Technical Troubleshooting: Diagnosed and resolved hardware and software issues (printer connectivity, database errors, and slow network response).
- - Database Management: Created and maintained an SQL database to track inventory levels, sales transactions, and supplier records.
Education
Introduction to Computer Science (ICS) - undefined
Skills
- - Soft Skills: Communication, Leadership, Problem-solving, Adaptability, Time management, Attention to detail
- - Project Management: Microsoft Office 365
- - Excellent communication and problem-solving skills developed through leadership experience in customer service
- - Knowledge of computer networking concepts, including IP addressing, LAN/WAN basics, and internet connectivity
Timeline
Receptionist/Team Leader
PC Hotel
01.2023 - 11.2023
Sales Assistant
Book Store
06.2022 - 07.2023
Customer Service Agent
Probe Group - Coles Online Campaign