Heba Hazim
Westmead,NSW
Summary
Committed to customer satisfaction and delivering unparalleled support, I demonstrate expertise in customer service best practices. Proficient in finding effective solutions to meet customer needs. My skills include exceptional oral and written communication, active listening, and analytical problem-solving. Through service-oriented behaviours and a deep understanding of customer desires, I elevate customer experiences and foster loyalty by offering personalized solutions.
Overview
12
12
years of professional experience
Work History
Unit Registry Officer
ONE INVESTMENT GROUP
06.2021 - 11.2021
- To validate and process transactions in accordance with the service standards, in a timely and accurate manner (including applications, redemption's, switches, transfers, dealer & adviser maintenance, unit holder maintenance)
- To promptly respond to queries from internal and external clients
- To perform AML/KYC checks on new unit holders
- To ensure that all daily and monthly operational registry and reporting deliverables for all clients are met, in timely and accurate manner
- Establish & build relationships with internal & external clients
- Ensuring integrity of static data and assist with client onboarding
- Perform client services tasks with investors in their suite of funds - including calls and emails.
Banking Consultant
ANZ BANK
07.2018 - 07.2020
- Provided customers with a seamless branch experience by meeting each customer's end-to-end banking needs across transaction activities and having needs-based conversations
- Conducted financial transactions for customers, such as deposits and withdrawals, ensured reporting to AUSTRAC was completed for Transaction Threshold amounts, International Funds Transfer requests, Suspicious matters, as well as ensuring Know Your Customer and Ongoing Customer Due Diligence requirements were followed
- Provided customers with information regarding personal and business accounts, as well products offered by ANZ Bank
- Ensure adherence to laws - Privacy, Financial Services Reform Act and AML/CTF Act
- Educated customers on banking solutions
- Referred customers to the appropriate specialists to assist with their needs
- Assisted customers with enquiries related to various accounts
- Performed customer sales and service transactions
- Maintained a cash advance accurately which includes handling and processing cash, cheques, credit cards and EFTPOS
- Promoted and processed a broad range of financial agency transactions through Australia Post's technology systems
- Conducted and processed a range of identity services transactions (e.g
- Australian Passport Interviews) to establish applicant's identity with a high level of accuracy and compliance according to requirements
- Promoted product and services through up selling and cross-selling, merchandising and other promotional activities
- Accepted mail items for lodgment, with accurate assessment of applicable charges
- Built collaborative relationships with customers, sought to understand the needs of customers
- Prepared outward mail for dispatch through correct presentation, reviewed of charging related documents, and cancellation of stamps
- Assisted and/or perform administrative duties such as stocktaking and record maintenance.
Relief Postal Services Officer
AUSTRALIA POST
08.2017 - 11.2017
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Planned routes and service updates to improve customer satisfaction.
- Performed customer sales and service transactions
Maintained a cash advance accurately which includes handling and processing cash, cheques, credit cards and EFTPOS - Promoted and processed a broad range of financial agency transactions through Australia Post's technology systems
- Conducted and processed a range of identity services transactions(e.g. Australian Passport Interviews) to establish applicant's identity with a high level of accuracy and compliance according to requirements
- Promoted product and services through up selling and cross-selling, merchandising and other promotional activities
- Accepted mail items for lodgment, with accurate assessment of applicable charges
- Built collaborative relationships with customers, sought to understand the needs of customers
- Prepared outward mail for dispatch through correct presentation,reviewed of charging related documents, and cancellation of stamps
- Assisted and/or perform administrative duties such as stocktaking and record maintenance
Customer Service Team Member
COLES
02.2015 - 02.2016
- Provided advice of availability, discounts, pre-orders of stock
- Answered questions and provided information and suggestions to customers
- Promoted the business and services to potential customers
- Handled purchases in cash, credit cards and vouchers as per company policy
- Operated cash register and ensure high level of accuracy and honesty
- Handled complaints in a way that leaves customers satisfied and loyal to Cole's
- Maintained knowledge of various products and services, current promotions and offers available to customers
- Followed policies and procedures of the company
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Assisted customers with enquiries and purchase needs
- Cash handling, EFTPOS, promotional offerings
- Actively participated in promotional programs and initiatives.
Crew Member
MCDONALDS
02.2010 - 02.2015
- Worked front counter, drive-thru and other areas.
- Became familiar with products to answer questions and make suggestions.
- Assisted customers with enquiries and purchase needs
- Cash handling, EFTPOS, promotional offerings
Actively participated in promotional programs and initiatives - Adhered with McDonald's retail policies and procedures
- Co-operated and communicated with fellow team members
- Endeavoured to offer product up selling at every opportunity
- Met daily sales and time targets
- Worked with crew members as a team during busy times
- Provided timely, courteous and effective customer service to all customers
- Trained new team members on procedures, customer service, and sales techniques.
Education
DIPLOMA IN BANKING SERVICES MANAGEMENT -
TAFE NSW
Sydney, NSW01.2017
CERTIFICATE IV IN BANKING SERVICES -
TAFE NSW
Sydney, NSW01.2016
CERTIFICATE III IN FINANCIAL SERVICES (BANKING) -
TAFE NSW
Sydney, NSW01.2014
Skills
- Multi-lingual (English and Arabic)
- Awareness of Workplace Health and Safety Principles
- Motivated and fast learner
- Leader and team worker
- Honest and reliable
- Hardworking and enthusiastic
- Well mannered and outgoing
- Good communicator and attentive listener
- Punctual and attention to detail
Languages
Arabic
Native or Bilingual
Timeline
Unit Registry Officer
ONE INVESTMENT GROUP
06.2021 - 11.2021
Banking Consultant
ANZ BANK
07.2018 - 07.2020
Relief Postal Services Officer
AUSTRALIA POST
08.2017 - 11.2017
Customer Service Team Member
COLES
02.2015 - 02.2016
Crew Member
MCDONALDS
02.2010 - 02.2015
DIPLOMA IN BANKING SERVICES MANAGEMENT -
TAFE NSW
CERTIFICATE IV IN BANKING SERVICES -
TAFE NSW
CERTIFICATE III IN FINANCIAL SERVICES (BANKING) -
TAFE NSW
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