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

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