Summary
Overview
Work History
Education
Skills
Attributes
References
Timeline
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Maryam Zaidi

WEST MELBOURNE,VIC

Summary

I have worked for Tabcorp for 8 years and during this time I have transitioned into many roles such as Customer Support, Team Manager, Trainer, VIP Customer Service Executive and TAB X Customer Experience Manager. Through my customer focused roles, I have developed interpersonal, problem solving and strong skills in establishing and maintaining strong relationships with high value clients. Along with this, through my management roles, I have established leadership and discipline skills which allowed me to build and retain strong relationships with team members. With these skills, in the future I wish to embark on a journey within the VIP leadership team where I will focus on amplifying company profit but also ensure VIP customers are provided with a unique entertainment experience.

Overview

8
8
years of professional experience

Work History

TAB X Customer Experience Manager

Tabcorp
10.2020 - Current
  • Operate as the lead point of contact for all account related enquires
  • Build and maintain long lasting VIP customer relationships
  • Communicate with internal stakeholders to deliver an appropriate strategy and help manage invitations to VIP customers
  • Ensure customer cases are actioned in a timely manner including service and RG (responsible gambling) related cases
  • Oversee customer account management, including negotiating agreements to maximise profit
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Meet with VIP customers 1 on 1 or at hosted events
  • Support betting and wagering strategies aimed at maximising turnover and revenue from VIP customers.

VIP Customer Service Executive

Tabcorp
01.2020 - 10.2020
  • Use technology and customer data to deliver appropriate communication to customers including offers and promotions
  • Conduct outbound phone calls daily to VIP customers to ensure TAB are communicating with all VIP customers
  • Where required, support VIP Account Managers in actioning customer interactions, cases and servicing
  • Assist in the development of team strategies to identify and sustain competitive advantages, leading to further growth of the business.

Learning & Development - Trainer (Seconded)

Tabcorp
08.2019 - 12.2019
  • Created and executed learning strategies and programs
  • Evaluated individual and organisational development needs
  • Hired and subsequently conducted training sessions
  • Assisted managers in producing career progression plans for their team members
  • Added and updated information onto the knowledge base (WISE).

Team Manager (Seconded)

Tabcorp
01.2019 - 08.2019
  • Worked closely with team members to reach daily, weekly and monthly goals
  • Reported on metrics and monitored the performance of team members against Key Performance Indicators (KPIs) at a team and individual level
  • Ensured high quality hiring, training and retention of team members
  • Supervised, supported and guided team members
  • Focused on call quality by listening to live and remote calls
  • Listened to feedback and resolved any issues or conflicts
  • Acknowledged top performers and reward accomplishments
  • Suggested and organised team building activities.

Senior Customer Support

Tabcorp
02.2017 - 12.2018
  • Assisted operators with product information and company processes/protocols
  • Monitored the live call centre environment
  • Responded to customer enquires via social media and e-mail
  • Dealt with tough customer complaints over the phone and provided a resolution by utilising dispute resolution skills
  • Built relationships and raised escalations with different stakeholders within the business
  • Listened to calls and payed claims for operator and system error
  • Ensured high quality hiring, training and retention of team members.

Customer Support

Tabcorp
09.2015 - 02.2017
  • Effectively managed and responded to a high volume of inbound calls
  • Assisted customers with all account enquires and advised them of the best solution and clarified any required information
  • Recorded relevant notes in CAM after conversations with the customer
  • Used ABC to place wagers for customers
  • Assisted and tested implementation of new betting software Abacus.

Education

MASTERS IN TEACHING (PRIMARY) -

WESTERN SYDNEY UNIVERSITY
01.2019

BACHELOR OF DESIGN (VISUAL COMMUNICATIONS) -

WESTERN SYDNEY UNIVERSITY
01.2016

Skills

  • Proficient in Microsoft Office Programs (Word, Excel and Powerpoint)
  • Extensive experience with graphic programs (Photoshop, Illustrator and InDesign)
  • Quick and accurate data entry

Attributes

  • Exceptional at building rapport with clients and colleagues
  • Strong communication and time management skills
  • Trust building, customer relationship and negotiation skills
  • Flexible
  • Hardworking

References

Will provide references upon request.

Timeline

TAB X Customer Experience Manager

Tabcorp
10.2020 - Current

VIP Customer Service Executive

Tabcorp
01.2020 - 10.2020

Learning & Development - Trainer (Seconded)

Tabcorp
08.2019 - 12.2019

Team Manager (Seconded)

Tabcorp
01.2019 - 08.2019

Senior Customer Support

Tabcorp
02.2017 - 12.2018

Customer Support

Tabcorp
09.2015 - 02.2017

MASTERS IN TEACHING (PRIMARY) -

WESTERN SYDNEY UNIVERSITY

BACHELOR OF DESIGN (VISUAL COMMUNICATIONS) -

WESTERN SYDNEY UNIVERSITY
Maryam Zaidi