Maria Rahman
Leppington,NSW
Summary
Committed and professional Entry Level Service Desk Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Overview
9
9
years of professional experience
Work History
Client Onboard Specialist
BrightHR
10.2024 - Current
- HR SaaS product presentation/ onboarding via Zoom
- Salesforce for CRM
- Proficient in Zoom/Teams/MIcrosoft outlook
- Onboard meetings Explaining clients different new features and tools
- Understanding clients' needs tailoring with Bright software associated with different industries: Construction, NDIS, Hospitality
- Discuss Apps associated with the software and how it Is beneficial
- Work Health & Safety tools and features and explaining clients on the benefits of the tools as part of their business
- Optimised customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Service Desk Coordinator
ServiceNow
10.2023 - 10.2024
- Managing Inbound/Outbound Calls for Tech Support queries based on SaaS environment
- Resolving/ Raising Tickets through Service Now Platform
- Resolving entry level queries such as Admin Password reset, Plugin Activation, Data Migration existing Change Requests, patch upgrade affecting system configuration through Knowledge Based articles, emails and ServiceNow online platform navigation minimizing 50% of extra tickets to be raised
- Documenting in details with the Troubleshooting process clients are going through
- Collaborating with SMEs on User Experience, Platform Technology, System admin, Performance Team, Service Management Team
- Coordinated cross-functional teams to resolve complex technical issues, resulting in quicker ticket resolution.
- Understanding of Cloning Instance, Test Instance Processes during Patch Releases
- Escalating to SMEs during high priorities
- Major Incident Management Cases during P1, understanding of Bridge Calls during Incident Management Issues
- 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 end users through Change Requests
- Understanding of Patch Upgrades, Instance Password Reset troubleshoot, Cloning of instance
Service Concierge/ Facility Coordinator
Excel Building Management
01.2022 - 11.2023
- Different Site Visits mostly High-rises, approximately 3 to 4 every week in Sydney CBD
- Supporting Facility Management with Contractors and Building Managers.
- Patrolling Sites during shifts
- Managing Booking instructions for Community Halls, Lifts during Weekends or required Move in/Move Out times
- Assisted Contractors during HVAC Repair / Technical Incidents
- Raising requests for Swipe Keys using Building Systems
- Daily Reports for Key Audits
Customer Service/ Mortgage/Deposit Operations Specialist
AMP Bank
09.2018 - 10.2021
- Handled 50 to 60 calls in average daily Inbound and Outbound Calls
- Reports for AHT, ACH, ACW for KPIs
- Use of Salesforce, Nice Telephony, Amazon Connect, Service Now
- Mortgage Approval request servicing calls
- Processed foreign items and returned mail.
- Understanding of Subdivision/ Duplex Build projects
- Construction/ Land loan Serviceability, invoices through stages involved
- General Advice 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 - 08.2018
- Promoted digital banking approximately of 30 to 40 % on foot traffic in the branch, options to clients, simplifying their account management experience while reducing branch traffic.
- Assisted customers with loan applications, navigating the approval process and securing favorable terms for borrowers.
- Streamlined account opening processes for improved efficiency and reduced wait times.
- Educated clients on available banking products with System uses as Service Online, Relationship Builder and services, ensuring they had the tools necessary to make informed decisions about their finances.
- Referring clients with Insurance Products, maintaining KPIs
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
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 - Cert III in IT
Lumify Learn
09.2023
BBA - Accounting And Finance
AIUB
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
Timeline
Client Onboard Specialist
BrightHR
10.2024 - Current
Service Desk Coordinator
ServiceNow
10.2023 - 10.2024
Service Concierge/ Facility Coordinator
Excel Building Management
01.2022 - 11.2023
Customer Service/ Mortgage/Deposit Operations Specialist
AMP Bank
09.2018 - 10.2021
Personal Banking Advisor
Westpac Banking
09.2016 - 08.2018
Sales Assistant
Wiseberry Real Estate
03.2016 - 09.2016
BBA - Accounting And Finance
AIUB
Associate of Science - Cert III in IT
Lumify Learn
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