Maryam Zaidi
Melbourne
Summary
Experienced and results-driven customer experience professional with nearly 10 years at Tabcorp, Australia's leading gambling and entertainment company. Demonstrated success across customer support, team leadership, learning and development, and VIP customer management roles. Skilled in managing high-value customers, driving service excellence, leading teams, and delivering impactful training initiatives. Adept at navigating high-pressure environments, resolving complex customer issues, and implementing process improvements that enhance operational efficiency and customer satisfaction. A strong communicator and collaborator with a deep understanding of betting systems, compliance, and customer lifecycle management.
Overview
10
10
years of professional experience
Work History
Customer Experience Manager
Tabcorp
11.2020 - Current
- Managed and nurtured relationships with top-tier clientele, providing tailored service and proactive engagement to drive customer satisfaction and loyalty.
- Collaborated with marketing, product, and digital teams to design and implement exclusive programs and experiences for VIP segments.
- Monitored customer behaviours and preferences using CRM tools and analytics to inform service strategies and identify growth opportunities.
- Resolved complex issues and escalations efficiently while maintaining high customer satisfaction and brand reputation.
- Championed the voice of high-value customers internally, contributing insights to improve product offerings and service design.
- Delivered quarterly reports on VIP performance metrics, engagement trends, and retention outcomes to senior leadership.
- Coordinated premium event access, loyalty rewards, and bespoke betting experiences to increase engagement and brand advocacy.
VIP Account Executive
Tabcorp
01.2020 - 11.2020
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
Training and Development Specialist (secondment)
Tabcorp
08.2019 - 01.2020
- Designed and executed learning strategies and programs aligned with Tabcorp’s operational goals and compliance standards.
- Assessed individual and organizational development needs to deliver targeted and impactful training initiatives.
- Oversaw the end-to-end hiring process for learning and development roles, including job design, candidate screening, interviewing, and onboarding.
- Coordinated and facilitated training sessions across teams, including compliance, systems, and onboarding programs.
- Managed relationships with external training vendors and internal stakeholders to ensure high-quality program delivery.
- Maintained and regularly updated Tabcorp’s internal knowledge base (WISE) with accurate and relevant learning content and operational updates.
- Measured training effectiveness through evaluations, performance metrics, and continuous feedback loops to drive improvement.
- Collaborated with leaders across departments to align learning programs with business priorities and workforce capability planning.
Team Manager
Tabcorp
01.2018 - 08.2019
- Led a high-performing customer service team within the gambling sector, driving performance to meet daily, weekly, and monthly targets.
- Monitored team and individual performance against KPIs, providing coaching, feedback, and performance management to improve outcomes.
- Oversaw recruitment, onboarding, and retention efforts, ensuring the hiring of quality candidates and a strong team culture.
- Supervised and supported team members, delivering consistent guidance, mentoring, and development opportunities.
- Conducted call quality assessments through live and recorded monitoring to maintain compliance and service excellence.
- Managed conflict resolution and team feedback loops, fostering a collaborative and high-trust work environment.
- Recognized and rewarded top performers to boost motivation and reinforce a culture of excellence.
- Created and presented performance reports to stakeholders, offering insights and data to support strategic decisions.
- Initiated and organized team-building activities to enhance engagement, communication, and morale.
Senior Customer Support
Tabcorp
02.2017 - 01.2019
- Monitored the live call centre environment to support consistent service delivery and identify real-time support needs.
- Provided frontline assistance to customer support operators, offering guidance on product information, company protocols, and wagering processes.
- Handled escalated and complex customer complaints with empathy and professionalism, resolving issues through effective negotiation and adherence to policy.
- Liaised with internal departments to escalate technical or service-related issues, ensuring timely resolution and communication.
- Conducted live and recorded call listening for quality assurance, delivering coaching feedback or praise to Team Managers for staff recognition and development.
- Processed account closures, including those related to responsible gambling and customer requests, in compliance with regulatory requirements and internal policies.
- Managed payouts for claims resulting from operator or system errors, ensuring accuracy and customer satisfaction.
- Acted as a subject matter expert on customer service practices, supporting continuous improvement and operational excellence.
Customer Support
Tabcorp
09.2015 - 02.2017
- Handled a high volume of inbound calls in a fast-paced contact centre, delivering accurate, efficient, and customer-focused service.
- Assisted customers with account-related enquiries, including login issues, transactions, and general wagering support, ensuring first-call resolution where possible.
- Utilised the ABC system to place bets on behalf of customers, maintaining accuracy and compliance with betting regulations.
- Accurately recorded customer interactions and outcomes in the CAM system to ensure detailed case histories and service continuity.
- Participated in user testing and feedback for the rollout of Abacus, a new betting system, contributing to its improvement and successful implementation.
- Maintained up-to-date knowledge of products, promotions, and regulatory requirements to provide customers with informed and compliant support.
Education
Masters - Master of Educational Studies
Western Sydney University
Sydney, NSW01.2019
Bachelor - Design (Visual Communication)
Western Sydney University
01.2016
Skills
- Customer Experience
- Team Leadership
- Training & Development
- Quality Assurance
- Systems Improvement
Timeline
Customer Experience Manager
Tabcorp
11.2020 - Current
VIP Account Executive
Tabcorp
01.2020 - 11.2020
Training and Development Specialist (secondment)
Tabcorp
08.2019 - 01.2020
Team Manager
Tabcorp
01.2018 - 08.2019
Senior Customer Support
Tabcorp
02.2017 - 01.2019
Customer Support
Tabcorp
09.2015 - 02.2017
Bachelor - Design (Visual Communication)
Western Sydney University
Masters - Master of Educational Studies
Western Sydney University
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