Iqra Shahbaz
wentworth point,New South Wales
Summary
Dedicated and detail-oriented professional with 5 years of experience in client support, seeking to leverage strong communication and relationship-building skills in a real estate position. Passionate about helping clients and committed to providing exceptional service.
Overview
10
10
years of professional experience
Work History
Customer Service Officer
Service NSW
12.2015 - Current
- Answering a high volume of inbound calls and effectively providing resolution, guidance and high-level customer service
- Assisting members of the public professionally and empathetically, while maintaining security and privacy requirements
- While on the phone, simultaneously navigating multiple systems at once
- Maintaining call records and databases to ensure information is up to date
- In certain situations, undertaking outbound calls to follow up on enquiries
Customer Service Representative
Datacom
09.2021 - 10.2021
- Created a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority
- Used a thorough knowledge of information resources and Service NSW operating practices to resolve and record customer complaints and escalate any unresolved issues
- Exercised a high level of interpersonal skills in dealing with the public and others
- Effectively resolved complex agency-specific enquiries through utilisation of various complex agency specific digital data storage systems
Retail Banking Officer
Habib Bank
12.2014 - 01.2016
- Worked closely with the Bank Manager and independently to manage processes and services relating to branch administration and bank offers
- Providing administrative support in the sales and insurance process including marketing of bank offers
- Planned, scheduled and managed workloads for Bank Tellers and Loan Officers
- Data Entry and Branch administration services including maintaining client records, preparing and amending documents and reporting to Head Office
- Office management, handled accounts of premium clients and maintained bank clientele
Education
Certification 4 - Accounting and Bookkeeping
TAFE NSW Southwestern Sydney Institute
06.2021
Master of Business Administration -
Lahore School of Economics
01.2014
Bachelor of Arts - Mass Communication
Kinnaird College for Women
01.2012
Skills
- Customer Relationship Management (CRM)
- Regulatory Compliance
- Problem Resolution
- Excellent written and oral communication
- Process Optimization
- Escalation management
- Workflow Optimization
- Coaching and Mentoring
References
Available upon request
Accomplishments
- Promotion in Intertek Inform Pty Ltd from customer service consultant to customer service specialist within 2 years of hard work
Timeline
Customer Service Representative
Datacom
09.2021 - 10.2021
Customer Service Officer
Service NSW
12.2015 - Current
Retail Banking Officer
Habib Bank
12.2014 - 01.2016
Certification 4 - Accounting and Bookkeeping
TAFE NSW Southwestern Sydney Institute
Master of Business Administration -
Lahore School of Economics
Bachelor of Arts - Mass Communication
Kinnaird College for Women
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