Hosna Salehi
Melbourne,VIC
Summary
I am seeking a role where I can leverage over seven years of experience in customer service. As a pragmatic and results-oriented individual, I aim to optimize workflow and enhance overall company productivity. Attentive administrator consultant with proven skills in customer relations and problem-solving. Manage high call volumes with excellent multitasking and prioritization skills. Converse easily with people of different backgrounds to prove industry-leading service. I have the strong ability to meet deadlines and ensure the highest standards is always maintained to achieve success for the company and its customers.
Overview
4
4
years of professional experience
Work History
Customer Service Consultant
Mercedes Benz Financial Services
05.2021 - 05.2023
- Effectively responded to and satisfied finance customer inquiries and contract maintenance requests via various channels including calls and emails (100 items daily)
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Effectively responded to and satisfied the National Dealer Network inquiries and completed administrative related tasks
- Administrative duties including data entry, report filing, processing subpoenas and ad-hoc tasks.
- Managed the New Zealand customer service department independently, was involved in the ‘NextGen’ project as I compared New Zealand systems to Australia and provided critical feedback
- Provided support to various departments within company including retention team, accounts payable and receivable, recoveries, hardship, and contract management teams
- Exceeded individual KPIs daily and assisted team in achieving overall goals
Receptionist Administrator
Angel Institute Of Education
02.2020 - 03.2021
- Reception duties – answering all incoming calls and email enquiries while using complex computer systems
- Worked alongside the marketing team to convert leads, successfully monitored and maintained social media accounts (Instagram & Facebook) – launched and analysed campaigns
- Conducted enrolment sessions at various locations in Victoria, invigilating the students during their LLN (Language, Literacy and Numeracy) test and conducted their Pre-Training Interviews (PTR)
- Completed and signed off the final enrolments documentation for more than 200 students.
- Managed the academic coordination of Certificate III in Hairdressing (SHB30416) and Certificate III in Individual Support (CHC33015) with more than 200 students in various batches
- Used my creative and administrative skills to plan and implement activities such as scheduling session plans, assist in creating training and assessment strategies (TAS), preparing timetables, arranging class venues for trainers - in compliance with the Department of Education regulations
- Reported the student learning activites to the Australian Government, through VETtrak (Student Management software system)
Call Center Representative
Campion Education
11.2018 - 02.2019
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained records and data information, and scheduled planned events with clients based on their requirements
Education
Bachelor of Business - Marketing
RMIT University
Melbourne, VIC12.2020
Skills
- Customer Service
- Work Prioritization
- Information Security
- Regulatory Compliance
- Adaptability
- Finance
- Communication & Interpersonal
- Ability to Multi-task
Languages
English
Native or Bilingual
Farsi
Full Professional
Timeline
Customer Service Consultant
Mercedes Benz Financial Services
05.2021 - 05.2023
Receptionist Administrator
Angel Institute Of Education
02.2020 - 03.2021
Call Center Representative
Campion Education
11.2018 - 02.2019
Bachelor of Business - Marketing
RMIT University
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