Iqra Shahbaz
wentworth point,New South Wales
Summary
Motivated and dedicated customer service professional with 5 years of experience seeking to transition into Human Resources. Demonstrated expertise in communication, conflict resolution, and relationship-building. Excited to leverage strong interpersonal skills, problem-solving abilities, and passion for supporting team members in a human resources role.
Overview
3
3
years of professional experience
Work History
Customer Service Specialist
Intertek Inform Pty Ltd
09.2022 - Current
- Resolving, in first contact, customer inquiries received by phone, email, and/or chat.
- Owning complex issues to resolution, with regular progress updates to customers.
- Knowing when online/contact activity may impact other customers and acting quickly with stakeholders to inform and resolve.
- Achieving, or exceeding, agreed KPIs so overall team goals are met for the best customer experience possible.
- Processing back-office, or other customer-focused, duties to ensure customer SLAs are met or exceeded.
- Deliver training for external customers (Clients), ensuring clients get maximum value from their investment by fully understanding all features and functionality, and are 'fluent' in using our services.
- Provide Administrator training to our customer administrator contacts. Onboarding training of new customers.
- Assist in developing user guides and training materials. Assist in conducting quarterly webinars to drive new business sales opportunities.
- Assist in the review of internal documentation and user guides.
- Create video tutorials with the latest product enhancements to be hosted on the software platforms.
- Actively participate in the User Acceptance Testing (UAT) for new product releases.
- Assist in maintaining internal operations manual for Regulatory software platform. All customer activity is logged within Salesforce as events.
- Completion of Onboarding Tasks.
Customer Service Officer
Service NSW
12.2021 - 09.2022
- Answering a high volume of inbound calls and effectively providing resolution, guidance, and high-level customer service.
- Assisting members of the public professionally and empathetically, while maintaining security and privacy requirements.
- While on the phone, simultaneously navigating multiple systems at once.
- Maintaining call records and databases to ensure information is up to date.
- In certain situations, undertaking outbound calls to follow up on inquiries.
Customer Service Representative
Datacom
09.2021 - 10.2021
- Created a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority
- Used a thorough knowledge of information resources and Service NSW operating practices to resolve and record customer complaints and escalate any unresolved issues
- Exercised a high level of interpersonal skills in dealing with the public and others
- Effectively resolved complex agency-specific enquiries through utilisation of various complex agency specific digital data storage systems
Education
Certification 4 - Accounting and Bookkeeping
TAFE NSW Southwestern Sydney Institute
06.2021
MBA - Marketing
Lahore School of Economics
Lahore, Pakistan01.2014
Bachelor of Arts - Mass Communication
Kinnaird College For Women
Lahore, Pakistan01.2012
Skills
- Excellent written and oral communication
- People-oriented
- Company Organization
- Problem-solving abilities
- Multitasking
- Team building
- Time management abilities
- Interpersonal Skills
- Coaching and Mentoring
- Maintains confidentiality
Accomplishments
- Promotion in Intertek Inform Pty Ltd from customer service consultant to customer service specialist within 2 years of hard work
Timeline
Customer Service Specialist
Intertek Inform Pty Ltd
09.2022 - Current
Customer Service Officer
Service NSW
12.2021 - 09.2022
Customer Service Representative
Datacom
09.2021 - 10.2021
Certification 4 - Accounting and Bookkeeping
TAFE NSW Southwestern Sydney Institute
MBA - Marketing
Lahore School of Economics
Bachelor of Arts - Mass Communication
Kinnaird College For Women
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