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