Gorgees Zia
Saint Johns,NSW
Summary
Experienced and committed customer service specialist with a strong team-oriented approach, exuding a positive and outgoing demeanour. Demonstrated the ability to build strong connections with clients and the motivation to uphold customer satisfaction while contributing to overall company success. Specialised in optimising quality, speed, and processes. Articulate, dynamic, and results-driven, with a profound passion for fostering relationships, forging partnerships, and fostering business growth. I am seeking a challenging role to advance my career, where I can actively contribute to achieving team objectives and foster personal development.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Medhealth
09.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their enquiries and concerns.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Tracked customer service cases and updated service software with customer information.
- Investigated and resolved customer enquiries and complaints quickly.
Warehouse Officer
Winc Australia
10.2021 - 09.2023
- Improved warehouse efficiency by implementing new inventory management systems.
- Enhanced team productivity through consistent performance evaluations and targeted training initiatives.
- Ensured safety compliance by conducting regular inspections, addressing potential hazards, and providing necessary safety equipment for staff members.
- Collaborated with other departments to evaluate supply chain inefficiencies and implement strategic improvements.
- Spearheaded efforts to improve warehouse layout for better organisation, accessibility, and overall functionality.
- Maintained proper documentation for all inbound and outbound shipments, adhering to regulatory requirements.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
Customer Service Officer
Commonwealth Bank
06.2021 - 10.2021
- Enhanced customer satisfaction by efficiently addressing and resolving their enquiries and concerns.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Reduced response time by managing high call volumes while maintaining a professional demeanour under pressure.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
Online Fulfillment Assistant
Best & Less
01.2020 - 05.2021
- Improved customer satisfaction by efficiently processing and fulfilling online orders.
- Enhanced order accuracy by diligently reviewing and validating customer information.
- Streamlined return processes for increased customer satisfaction and repeat business.
- Maintained accurate inventory records to ensure the availability of products for online customers.
- Resolved customer enquiries promptly, providing detailed information about products and services.
- Collaborated with team members to achieve fulfilment goals and maintain high levels of productivity.
Customer Services Representative
Connor Clothing
10.2019 - 01.2020
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
Intern
Macquarie Bank
10.2018 - 02.2019
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Gained valuable experience working within a specific industry, applying learned concepts directly to relevant work situations.
- Sorted and organised files, spreadsheets, and reports.
- I participated in workshops and presentations related to projects to gain knowledge.
Customer Service Assistant
Myer
01.2017 - 10.2018
- Enhanced customer satisfaction by promptly addressing enquiries and resolving issues.
- Assisted customers with product selection, providing detailed information on features and benefits.
- Processed returns and exchanges, adhering to company policies while prioritising customer satisfaction.
- Provided exceptional support during peak hours as well as holidays and special events.
- Reduced wait times by efficiently managing multiple tasks simultaneously without compromising the quality of service.
- Achieved high levels of accuracy when processing transactions and orders, which led to reduced errors and increased customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
Education
Associate of Arts - Criminology
Macquarie University
Sydney, NSW01.2024
Skills
- Time management
- Teamwork and collaboration
- Customer service
- Organisational skills
- Computer literacy
- Attention to detail
Certification
-2015
Miller High School Gold Awards (Academic and Behaviour)
Subject Awards (English, Food Technology, Textiles and Design, Hospitality)
2013
Responsible Service of Alcohol Competency
Languages
Arabic
Full Professional
English
Full Professional
Accomplishments
Macquarie University mentoring programme to help refugees from different backgrounds at high schools.
Timeline
Customer Service Officer
Medhealth
09.2023 - Current
Warehouse Officer
Winc Australia
10.2021 - 09.2023
Customer Service Officer
Commonwealth Bank
06.2021 - 10.2021
Online Fulfillment Assistant
Best & Less
01.2020 - 05.2021
Customer Services Representative
Connor Clothing
10.2019 - 01.2020
Intern
Macquarie Bank
10.2018 - 02.2019
Customer Service Assistant
Myer
01.2017 - 10.2018
Associate of Arts - Criminology
Macquarie University
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