Hiba Rajguru
Parramatta,NSW
Summary
Experienced customer service representative with a strong focus on effective communication, both written and verbal. Skilled in active listening and adept at analyzing and solving problems. Committed to enhancing customer experiences by consistently displaying service-oriented behaviors. Possesses a deep understanding of customer desires and is able to provide tailored solutions to build long-lasting loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Complaint Analyst
ENGIE
2023.03 - 2024.07
- Conducted thorough investigations into complaints by collaborating with internal teams and external parties, ensuring 95% adherence to company guidelines and standards.
- Evaluated and prioritized up to 50 incoming complaints based on severity and potential impact, aligning with company protocols.
- Leveraged effective communication, interpersonal, organizational, and negotiation skills to build and maintain productive relationships with diverse stakeholders.
- Collected and documented comprehensive information from all parties involved in 90% of cases, ensuring thorough and organized documentation of investigation steps and findings.
- Conducted regular audits on resolved cases ensuring that recurring issues are eliminated successfully.
- Engaged with an average of 15 customers daily to gather detailed information, demonstrating empathy and professionalism in all interactions.
- Engaged with customers to gather detailed information, demonstrating empathy and professionalism in all interactions.
- Prepared detailed reports summarizing investigation results, findings, recommended actions, and potential impact.
- Crafted clear and professional responses to complaints, effectively addressing customer inquiries in 90% of cases.
- Provided valuable insights from complaint data analysis that led to improved products services, contributing to a 15% reduction in recurring issues.
Technical Analyst
Ascension Cloud Solutions
2022.06 - 2023.01
- Developed front-end and back-end APIs for a delivery-based web application using React, Node.js, Express, MySQL, CSS, HTML, and JSON, resulting in a 25% increase in application efficiency and user satisfaction.
- Collaborated with UI/UX designers to create visually appealing, user-friendly interfaces, leading to a 30% improvement in user engagement and a 20% decrease in bounce rates.
- Contributed to Agile and Scrum practices, participating in 10+ sprint planning sessions, daily stand-ups, and retrospectives per month, which facilitated a 15% improvement in team productivity and project delivery timelines.
- Conducted Gap Analysis to identify discrepancies between project requirements and existing systems, proposing efficient solutions.
- Configured and managed workflows using Jira, GitHub, and Bitbucket, adhering to best practices for branching, code review, and merging.
- Enhanced system performance by identifying and resolving technical issues, resulting in a 30% reduction in system downtime and a 25% increase in application speed.
- Liaised with stakeholders at all levels to communicate business requirements and specifications effectively.
- Coordinated with 5 external vendors during system implementations or upgrades, ensuring timely completion within project constraints and achieving a 100% on-time delivery rate.
Software Developer
Multifix Technology
2019.01 - 2020.01
- Utilizing proficiency in C# and MVC framework to design, develop, and deploy robust software applications that meet project requirements and adhere to coding standards
- Analyzed and optimized 15+ client databases, identifying inefficiencies and developing detailed mapping specifications, leading to a 40% improvement in database performance and a 25% reduction in data processing time.
- Regularly monitoring existing systems to identify performance bottlenecks and areas for improvement, implementing solutions that enhance system efficiency, contributing to a seamless user experience
- Documented all supporting systems and applications, creating comprehensive resources that improved team onboarding efficiency by 50%. Provided training and support to 20+ team members, ensuring effective use and maintenance of software applications.
- Participating in both short- and long-term strategic planning sessions to improve business processes and analyzing end-to-end business and technical processes, providing insights that led to a 25% improvement in business process efficiency and technical workflows.
- Conducted detailed mapping of 10+ business processes and developed functional requirements, resulting in a 30% reduction in process inefficiencies and a more streamlined operational workflow.
Software Developer Intern
Asma Technology
2018.01 - 2018.06
- Conducted an analysis of current cleanup processes for 5 major systems, identifying areas for optimization that reduced downtime by 25% and increased process effectiveness by 20% through innovative solutions.
- Provided technical input and insights for 8 significant projects annually, contributing to efficient and timely delivery, which resulted in a 30% improvement in project completion rates and a 15% reduction in delivery delays.
- Prepared and delivered 12+ presentations annually to highlight valuable software developments and enhancements, leading to a 40% increase in stakeholder engagement and a 20% boost in management approval for new initiatives.
Education
Master of Information Technology - Information Systems
University of Wollongong
Wollongong, NSW01.2021
Bachelor of Engineering - Information Technology
APSIT
Mumbai India01.2019
Skills
- Microsoft Office
- Project Management Tools: Jira
- CRM Tools: Salesforce, Microsoft D365, and Genesis
- Problem-solving, negotiation, and conflict resolution
- Excellence in service delivery under time pressure
- Building relationships and collaborative work with clients and peers
- Autonomous work, initiative, and discretion
- Time management, prioritization, and organizational skills
- Complaint Handling, Problem-Solving
Certification
- Career Guidance Workshop, Harvard (SPNM AND PMNO) Scholars, 2019
- Microsoft Office 2007 WOW+ Proficiency, 2013
- Oracle Certified Professional
- Google Data Analytics Certificate
Projects
Market Place Project Central Advanced Monitoring Systems PHP Based Training and Placement Portal Significant Review on Recommendation Systems | Professional Capstone Projects Strategic Network for GAMS | Strategic Network Design
Timeline
Complaint Analyst
ENGIE
2023.03 - 2024.07
Technical Analyst
Ascension Cloud Solutions
2022.06 - 2023.01
Software Developer
Multifix Technology
2019.01 - 2020.01
Software Developer Intern
Asma Technology
2018.01 - 2018.06
Master of Information Technology - Information Systems
University of Wollongong
Bachelor of Engineering - Information Technology
APSIT
- Career Guidance Workshop, Harvard (SPNM AND PMNO) Scholars, 2019
- Microsoft Office 2007 WOW+ Proficiency, 2013
- Oracle Certified Professional
- Google Data Analytics Certificate
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