HAKIMA YOSUFI
Guildford,NSW
Summary
Dedicated and enthusiastic Social Work graduate with a strong foundation in the field, backed by 1000 hours of practical placement experience at Think and Do Tank Foundation and Boronia Multicultural Services plus up to 10 years of experience in customer-focused services. Skilful at applying theoretical knowledge to real-world situations and passionate in improving the lives of individuals and communities. Possess excellent interpersonal and communication skills coupled with welcoming and charming attitude, enhancing the ability to connect with diverse populations and advocate for their well-being.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Fast Ontime Local
10.2021 - 03.2024
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Maintained high customer satisfaction ratings through coordinating bookings, actively listening to customers and handling concerns quickly.
- Handled escalated, complex customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Providing administrative support, processing and reporting, responded to customer calls and emails to answer questions about products and services.
- Training and mentor of coworkers.
- Preparing reports for Victorian Civil Administrative Tribunal
- Preparing reports for NSW Civil and Administrative Tribunal
- Weekly feedback to general managers and receiving constructive feedback.
Field Placement Student
Boronia Multicultural Services
06.2023 - 11.2023
- Supported Children, Families and their communities through Symbolic Interaction, Social Learning Theory and a Person-Centered Approach.
- Language support by building Job ready skills, Form and applications assistance and English assistance.
- Building digital skills and connections for refugee women.
- Facilitating groups of 30 participants and more.
- Engaging children in learn through play groups aiding in meaningful childhood development and early integration to childcare.
- Challenging Gender stereotypes, structures and stigma in the CALD communities
- Creating group activities through the Planning Cycle theory.
- Research on child maltreatment, development and attachment.
- Displayed effective interpersonal and communication skills with demonstrated ability to work with families from differing socioeconomic and CALD backgrounds to achieve client outcomes and goals.
Field Placement Student
Think And Do Tank Foundation
01.2022 - 06.2022
- Built positive relationships with parents, families and community members fostering open and respectful communication channels.
- Established trust-based relationships with children and their families through empathetic communication and active listening skills.
- Assisted students with English as their second language with homework, ensuring timely completion and thorough understanding of concepts.
- Assisted refugees and newly arrived migrants in attaining self-sufficiency and a sense of belonging through workshops.
- Conducting feedback surveys
- Conducting research on CALD communities.
Retail Sales Associate
Windsor And Lux
01.2018 - 04.2021
- Built lasting relationships with regular customers through attentive service, creating a loyal client base that contributed significantly to store revenues.
- Provided personalised shopping experiences, offering advice and assistance to customers, paying attention to their special needs or wants.
- Created welcoming environment through positive body language and friendly conversations to better uncover individual needs.
- Resolved customer complaints professionally, fostering trust and loyalty among clientele.
- Collaborated with team members to achieve sales targets and improve overall store performance.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Customer Service Team Member
Supa Iga
02.2016 - 02.2017
- Greeted customers politely and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labelling items, and arranging according to size or colour.
- Maintained a clean and organised store environment, enhancing the overall shopping experience for customers.
Education
Bachelor of Social Work - Social Work
Western Sydney University
University Of Western Sydney04.2024
Higher School Certificate Year 12 -
Macarthur Girls High School
Parramatta, NSW01.2017
Skills
- Calm and can work well under pressure
- Organised and able to multi-task
- Critical Thinking
- Problem-solving abilities
- Active Listening and Empathetic
- Strong written and oral communication
- Capable of working independently and in a team
- Teamwork and Loyalty
Languages
English
Native or Bilingual
Dari / Hazargi
Native or Bilingual
References
- Nabila Noori, 0432 800 130, Field Educator at Boronia Multicultural Services
- Salma Mohammed, 0452399373, Supervisor at Fast Ontime Local pty ltd.
Timeline
Field Placement Student
Boronia Multicultural Services
06.2023 - 11.2023
Field Placement Student
Think And Do Tank Foundation
01.2022 - 06.2022
Customer Service Representative
Fast Ontime Local
10.2021 - 03.2024
Retail Sales Associate
Windsor And Lux
01.2018 - 04.2021
Customer Service Team Member
Supa Iga
02.2016 - 02.2017
Bachelor of Social Work - Social Work
Western Sydney University
Higher School Certificate Year 12 -
Macarthur Girls High School
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