Summary
Overview
Work History
Education
Skills
Timeline
Generic

Maria Rahman

Googong

Summary

Proven Service Desk Coordinator with a track record of enhancing customer satisfaction and reducing ticket volume at ServiceNow through expert network troubleshooting and exceptional service desk coordination. Skilled in incident management and fostering client rapport, demonstrated a knack for process improvements and teamwork, contributing to significant operational efficiencies.

Overview

9
9
years of professional experience

Work History

Service Desk Coordinator

ServiceNow
10.2023 - 10.2024
  • Maintaining Inbound/Outbound Calls for Tech Support enquiries
  • Supporting Incident Calls referring them to correct Major Incident Management Team following correct SLA
  • Raising Tickets through Service Now if required for stakeholders
  • Documenting in details with the Troubleshooting process clients are going through
  • Referring clients to right KB articles to follow steps to follow
  • Collaborating with SMEs on User Experience, Platform Technology, System admin, Performance Team
  • Building Rapport with Stakeholders on Incident record calls for resolution following SLAs
  • Supported company-wide system upgrades by coordinating with IT teams and communicating potential impacts on endusers through Change Requests
  • Understanding of Patch Upgrades, Instance Pssword Reset troubleshoot, Cloning of instance
  • Collaborated with other departments to address recurring issues, reducing overall ticket volume.
  • Coordinated cross-functional teams to resolve complex technical issues, resulting in quicker ticket resolution.

Customer Service/ Mortgage/Deposit Operations Specialist

AMP Bank
09.2018 - 10.2021
  • Handled Inbound and Outbound calls on Existing Clients
  • Handled ATM service maintenance and disputes. on cards
  • Online transaction completed over phone
  • Assisted clients with any Overseas transfer
  • Processed foreign items and returned mail.
  • Conducted thorough investigations into complex issues or discrepancies related to deposits, resolving issues promptly while maintaining high levels of customer satisfaction.
  • Handled PIN reorders, new cards and maintenance for debit cards.
  • Coordinated with IT department to identify, troubleshoot and resolve any system-related issues impacting any mobile or web issues with client's profile
  • General Advise to clients regarding product recommendation
  • Interest Rate negotiation through website reading for retaining clients
  • Giving comparative rates for client's decision making
  • Referring clients to Retention Team for any new products or comparing rates

Personal Banking Advisor

Westpac Banking
09.2016 - 10.2017
  • Assisting Walking Customers with ATM Deposits, Teller information
  • Having conversation with customers to understand their situation and recommending the correct product associated with their needs
  • Opening up Transaction/Term Deposit Accounts for customers
  • Meet weekly KPIs
  • Fostered positive working environment through open communication channels among team members.
  • Conducted regular financial reviews with clients, recommending adjustments as needed to support changing life circumstances or market conditions.
  • Assisted customers with loan referrals, documented their needs and wants with System Relationship Builder Platform
  • Following up with Prospecting clients regarding opening accounts or apply for Credit Cards
  • Assisted clients on selling insurance products, Home and contents insurance, Car Insurance & Super products
  • Sales Referral to Wealth for Investment Clients


Sales Assistant

Wiseberry Real Estate
03.2016 - 09.2016
  • Increased sales by building strong customer relationships and providing excellent service.
  • Cold/Warm Calls made to new/ existing clients regarding new listings/existing listings
  • 50 to 60 calls per day made to clients
  • Build Rapport with clients through short story telling and knowing their needs for the type of areas or products the company has for their dream home
  • Inspecting properties on Saturdays with Sales Agent
  • Finding out the positive sides of the listed property and explaining clients on how that could be beneficial to their budget and needs
  • Following up with prospected clients who inspected properties for their outcomes
  • Understanding of Sale Closure and Signing Documents
  • Negotiate with clients on deposits

Education

Associate of Science - Information Operations/Joint Information Operations

Lumify Learn

BBA - Accounting And Finance

AIUB
Bangladesh

Skills

    Network Troubleshooting

    Ticketing system proficiency

    Remote Support

    Escalation Handling

    Incident Management

    Software Support

    Attention to Detail

    Customer Service

    Service Desk Coordination

    Excellent Communication

    Handling Customer Complaints

    Quality Inspection

    Data Entry

    Conflict Resolution

    Customer Relationship Management

    Client rapport

    Process Improvements

    Tech-Savvy

    Teamwork and Collaboration

    Organizational Skills

    Team Management

    Risk Assessment

    Appointment Scheduling

Timeline

Service Desk Coordinator

ServiceNow
10.2023 - 10.2024

Customer Service/ Mortgage/Deposit Operations Specialist

AMP Bank
09.2018 - 10.2021

Personal Banking Advisor

Westpac Banking
09.2016 - 10.2017

Sales Assistant

Wiseberry Real Estate
03.2016 - 09.2016

Associate of Science - Information Operations/Joint Information Operations

Lumify Learn

BBA - Accounting And Finance

AIUB

Similar Profiles

CREATE PROFILE
Maria Rahman