Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
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Foisal Arif

Adelaide,SA

Summary

Experienced Telecommunication Specialist with a strong background in managing network systems and resolving technical issues for over 4 years. I am know to be a quick learner with proven track record of resolving customer enquiries promptly and efficiently. Adapting to change and working under less to no supervision is my speciality.

Overview

6
6
years of professional experience

Work History

Telecommunication Specialist

Origin Broadband
08.2023 - Current
  • Maintaining consistent KPI with high First Call Resolution stats, minimal Average Handling Time, and ensuring After Call Work is always less
  • Customer service experience in provisioning and troubleshooting internet connectivity issues
  • Contributed in weekly stakeholder meetings to present ideas improving customer experience, ease of other specialists, and business outcomes
  • Contributed to training and onboarding of new specialists.
  • Experience with configuring modems and routers for optimal performance
  • Knowledge of NBN infrastructure and installation processes such as FTTN/B, FTTC, FTTP, HFC and Fixed Wireless
  • Troubleshooting experience with VoIP phone systems
  • Experience in conducting remote diagnostics and resolving technical problems via NBN Portal
  • Working with TCP/IP, DNS/DHCP, LAN/WAN to resolve configuration issues
  • Ensuring all pending orders are provisioned in a timely manner

Customer Service Representative

Telstra
03.2022 - 08.2023
  • Customer Support in Sensitive Situations – handling customers experiencing financial difficulties with empathy and professionalism
  • Financial Assessment & Solutions – evaluating accounts, payment plans, and hardship options
  • Telecommunications Knowledge – understanding Telstra products, billing, and account structures
  • Problem Solving – identifying practical solutions to support customers while aligning with company policies
  • Communication Skills – clear, compassionate, and professional verbal and written communication
  • CRM & Billing Systems Proficiency – skilled in Salesforce, Siebel and other CRM tools
  • Conflict Resolution – managing escalations calmly and effectively
  • Regulatory & Compliance Awareness – knowledge of consumer protection laws, TIO financial hardship regulations, and Telstra policies
  • Time Management & Prioritisation – managing multiple accounts and requests efficiently

Customer Support Representative

OTR
07.2019 - 03.2022
  • Served an average of 750 customers per day, surpassing the expected quota by 15%, demonstrating efficiency and organising skills.
  • Developed new workflows to prioritise and escalate incidents based on impact, improving turnaround time to solve customer complaints by 15%.
  • Provided customer support with a professional, friendly, and patient attitude, leading to a consistent 5-star customer satisfaction rating across various communication channels.
  • Developed comprehensive user manuals and documentation including repeating customer issues, cheat sheets and operating guidelines, reducing customer complaints by 25%
  • Consistently recognised for problem-solving skills by analysing, diagnosing and applying root cause analysis to identify and eliminate repeating issues.
  • Analysed over 12,000 of sensitive data and prepared customer insights reports, visualising actionable insights on trends, and improving management decision-making.
  • Achieved a Distinction for the project, demonstrating exceptional web development skills, security awareness, and successful integration capabilities.

Education

Bachelor of Information Systems -

Torrens University
Adelaide, SA

Diploma of Information and Communications Technology - undefined

Western Sydney University

Google IT Support Professional Certificate -

Google Education

Skills

  • NBN Troubleshooting
  • VoIP Configuration and Troubleshooting
  • Configuring Routers
  • Ping and Latency Tests
  • Working with IPv4 and IPv6
  • Microsoft Office 365
  • Salesforce
  • Siebel
  • Twilio
  • Slack
  • Exceptional Customer Service
  • Team Player
  • Consistent AHT, FCR and AWC
  • Effective Communication and Active Listening

LANGUAGES

Bengali | Native
Hindi | Intermediate

Timeline

Telecommunication Specialist

Origin Broadband
08.2023 - Current

Customer Service Representative

Telstra
03.2022 - 08.2023

Customer Support Representative

OTR
07.2019 - 03.2022

Diploma of Information and Communications Technology - undefined

Western Sydney University

Bachelor of Information Systems -

Torrens University

Google IT Support Professional Certificate -

Google Education

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Foisal Arif