FIROZA SULTANA
Claremont,Australia
Summary
To secure a challenging administrative position in a dynamic organization where I can utilize my skills and experience to contribute to the overall success of the company. My goal is to continuously improve my administrative abilities and provide exceptional support to the team, ultimately helping the organization achieve its goals and objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
St Vincent De Paul Society
01.2024 - 04.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
Administrative Assistant
Al Aseel Catering & Food Services
01.2020 - 07.2022
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
Personal Care Assistant
St Basil Aged Care Service
07.2020 - 11.2020
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Built strong relationships with clients to deliver emotional support and companionship.
- Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.
Customer Service Executive
Ali Supermarket
05.2017 - 12.2019
- Answered customer questions about product availability and shipment times.
- Collaborated with team members to improve overall customer experience and boost company reputation.
- Developed strong relationships with customers, establishing trust and loyalty through attentive service.
- Managed customer complaints effectively, offering solutions that exceeded expectations.
- Provided exceptional support during peak hours as well as holidays and special events.
Admin Officer
Bashundhara Group
04.2014 - 12.2016
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Developed and implemented strategic plans to meet organizational goals, ensuring alignment with company objectives.
- Improved overall department efficiency by streamlining processes and implementing new policies.
- Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
Education
Community Service
Reach Community College
Hobart, TASCertificate III in Individual Support (Ageing, and Disability) -
National Community Training and Education
Sydney, NSWMASTER'S IN PROFESSIONAL ACCOUNTING AND MBA - Accounting And Business Management
HOLMES INSTITUTE
Sydney, NSW09.2019
Public Administration
SHAHJALAL UNIVERSITY OF SCIENCE AND TECHNOLOGY
Sylhet, Bangladesh05.2015
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Computer Proficiency
- Microsoft Excel
- Client Relations
- Microsoft Outlook
- Documentation
- Administrative Support
- Microsoft Office Suite
Certification
- Certificate III in Individual Support (Ageing, and Disability)
- Working with Vulnerable People (Volunteer)
- National Police Check
- Full Covid Vaccination
- First Aid with CPR
- NDIS Screening Check
Volunteer Experience
07/2020, 10/2020, 130 Croydon Street, Lakemba, NSW, 2195, Bathing and grooming., Laundry and helping with dressing., Food shopping and preparation., Light housekeeping., Managing medications., Transportation., Mobility assistance., Companionship and emotional support., Supporting the delivery of highest quality care for residents using Person - First Approach., Assisting residents with their daily needs like bathing, feeding and dressing., Accompanying residents on daily walks., Providing general care and emotional support to residents., Assisting with walking and transfers., Monitoring residents for changes and continuous improvement.
References
- Md Rafiquzaman
Service Supervisor
Al Aseel Catering & Food Services Greenacre NSW Australia
P: 0451542121
E:Rafiquzzamaman0065@gmail.com
- Shaid Ahmed
Assistant Store Manager
Ali Supermarket Lakemba NSW
P: 0449629841
E: shaidahmed1982@gmail.com
Timeline
Customer Service Representative
St Vincent De Paul Society
01.2024 - 04.2024
Personal Care Assistant
St Basil Aged Care Service
07.2020 - 11.2020
Administrative Assistant
Al Aseel Catering & Food Services
01.2020 - 07.2022
Customer Service Executive
Ali Supermarket
05.2017 - 12.2019
Admin Officer
Bashundhara Group
04.2014 - 12.2016
Community Service
Reach Community College
Certificate III in Individual Support (Ageing, and Disability) -
National Community Training and Education
MASTER'S IN PROFESSIONAL ACCOUNTING AND MBA - Accounting And Business Management
HOLMES INSTITUTE
Public Administration
SHAHJALAL UNIVERSITY OF SCIENCE AND TECHNOLOGY
- Certificate III in Individual Support (Ageing, and Disability)
- Working with Vulnerable People (Volunteer)
- National Police Check
- Full Covid Vaccination
- First Aid with CPR
- NDIS Screening Check
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