Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Mahsa BarzegarMARVASTI

Brisbane

Summary

Professional with strong track record in customer service and coordination. Skilled in handling customer inquiries efficiently, resolving issues, and ensuring satisfaction. Focused on teamwork and delivering results, adaptable to changing needs. Proficient in communication, problem-solving, and multitasking, with positive attitude and reliability that fosters trust.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Service Coordinator

Iglu Kelvin Grove Student Accommodation
08.2022 - Current
  • Coordinate with the relevant department to ensure residents' needs are met such as cleaning, finance, and facilities
  • Helped large volume of residents every day with positive attitude and focus on customer satisfaction.
  • Responded to resident needs through competent customer service and prompt problem-solving.
  • Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
  • Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
  • Handled and escalated resident issues with empathy and patience, working closely with management to reach satisfactory resolutions.
  • reported incidents and hazards via our reporting program.
  • Mentored new team members, fostering a positive work environment and boosting overall team performance.
  • Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
  • Provided backup support for sales teams during peak periods or staff shortages, maintaining seamless continuity of service levels for residents.
  • Conducted regular quality assurance checks on customer service interactions, providing constructive feedback to team members as needed.
  • Worked closely with the marketing team promotional campaigns, providing input on messaging and targeting strategies to ensure maximum reach and effectiveness.
  • Followed through with client requests to resolve problems.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Monitored front areas so that questions could be promptly addressed.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Trained team members on in house it programs, and products to support promotional efforts.

Resident Leader

Iglu Kelvin Grove Student Accommodation
01.2021 - 08.2022
  • Provided peaceful and safe resident relations through complaint management and conflict resolution.
  • Oversaw move-in/move-out processes to ensure seamless transitions while minimizing vacancy periods.
  • Maintained safety standards within the property, conducting regular checks at night and initiating corrective measures when needed.
  • Created nightly shift tasks
  • Resolved Resident complaints effectively, working towards satisfactory outcomes that enhanced overall satisfaction levels.
  • Ensured safety of guests through thorough monitoring of property, conducting security checks across the property and addressing potential risks.
  • Log incident and hazard reports through Donesafe
  • Acted as primary point after hours for Residents ensuring their needs were met with utmost attention and discretion.
  • Discuss overnight incidents and problems that arisen with management the next day
  • Coordinated schedules and timelines for events for residents.
  • Supervised catering and promotion of events.

Tour planner, Tour management and interpreter

Gulliver Tour and Travel Agency
02.2017 - 01.2020


  • Worked direct with travel personnel to resolve production scheduling issues and conflicts.
  • Managed successful day-to-day operations of projects by maximizing productivity from available resources.
  • Optimized scheduling of activities based on group dynamics which enhanced overall travel experience.
  • Collaborated with local tour guides to incorporate their knowledge and expertise in providing authentic, immersive experiences for clients.
  • Anticipated problems with meeting tour deadlines and developed alternative plans.
  • Increased repeat business with exceptional customer service and attention to detail throughout the entire tour process.
  • Strategically planned and executed group transportation to minimize delays and maximize time spent exploring destinations.
  • Evaluated guest feedback after each tour to identify opportunities for improvement and implemented changes as needed.
  • Trained new Tour Managers in company policies, procedures, and best practices to ensure consistently high-quality experiences for all clients.
  • Built strong relationships with clients, resulting in a significant number of referrals and positive reviews.
  • Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
  • Guided groups of up to 10-20 people on scheduled tours.
  • Greeted guests warmly and explained what to expect on travel tours.

English Teacher

Maarefat International School
10.2011 - 06.2012
  • Developed innovative lesson plans to engage students in English language learning.
  • Prepared and implemented lesson plans covering required course topics.
  • Assessed student progress and provided feedback to improve performance and establish academic success.
  • Improved classroom management by implementing consistent routines and clear expectations for behaviour.
  • Planned dynamic lessons to increase student comprehension of books and literary concepts.
  • Promoted a positive learning environment by modelling respect, empathy, and active listening skills during all interactions with students.
  • Kept classroom organized, clean and safe for students and visitors.
  • Utilized multimedia resources to enhance lessons and cater to different learning styles.

Education

MASTER OF DIGITAL COMMUNICATION -

Queensland University of Technology
01.2022

BACHELOR OF BUSINESS MANAGEMENT AND FINANCE -

Dual Award Degree from Abertay University and SEGI University
01.2017

DIPLOMA IN INFORMATION AND TECHNOLOGY -

SEGI University
01.2010

Skills

  • Strategic Thinking
  • Effective Planning
  • Creative Decision Making
  • Social Media Analysis
  • Tableau
  • Gephi
  • Python
  • Problem Solving
  • Good Listening
  • Compassion
  • Communication Skills
  • Conflict Resolution
  • Team Leadership
  • Motivation
  • High-Stress Management
  • Organisational Skills
  • Emergency Response
  • Management Skills
  • Account management
  • Complaint handling
  • Documentation skills
  • Customer focus
  • Clerical support
  • Quality assurance

Languages

English
Persian

Certification

Certificate IV in Real Estate Practice from REIQ

Timeline

Customer Service Coordinator

Iglu Kelvin Grove Student Accommodation
08.2022 - Current

Resident Leader

Iglu Kelvin Grove Student Accommodation
01.2021 - 08.2022

Tour planner, Tour management and interpreter

Gulliver Tour and Travel Agency
02.2017 - 01.2020

English Teacher

Maarefat International School
10.2011 - 06.2012

BACHELOR OF BUSINESS MANAGEMENT AND FINANCE -

Dual Award Degree from Abertay University and SEGI University

DIPLOMA IN INFORMATION AND TECHNOLOGY -

SEGI University

MASTER OF DIGITAL COMMUNICATION -

Queensland University of Technology

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Mahsa BarzegarMARVASTI