Maryan Abukar
Perth,WA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Employment Coach
Employment services/MatchWorks
Perth, WA
06.2022 - 12.2023
- Managed a caseload of over 100 clients .
- Developed and implemented creative strategies for overcoming barriers to employment.
- Facilitated workshops on topics such as interviewing techniques, networking, and personal branding.
- Established positive relationships with clients that encouraged trust and open communication.
- Identified potential risks associated with specific cases in order to develop preventative strategies.
- Provided emotional support during challenging times for clients dealing with mental health issues or substance abuse problems.
- Prepared reports summarizing caseload activities for review by supervisors.
- Managed rolling caseload of clients and maintained impeccable documentation.
Customer Service Representative
Department of transport
Perth, WA
02.2020 - 04.2022
- Improved customer service wait times to mitigate complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
Customer Relations Officer
Centerlink contractor
Perth, WA
03.2018 - 12.2019
- Provided customer service by responding to inquiries and resolving complaints in a timely manner.
- Verified customer account information and updated profiles as needed.
- Managed escalated situations diplomatically while ensuring all parties were satisfied with the resolution process.
- Established best practices for efficient handling of incoming calls from customers seeking support or assistance.
- Answered inbound calls, chats and emails to facilitate customer service.
- Upheld privacy and security requirements for customer information.
- Responded to incoming calls and emails from customers and asked open-ended questions to determine how to be of assistance.
Education
Bachelor of Arts - History And English
Curtin University
Perth, WASkills
- Creative Solution Development
- case Management
- Good Communication Skills
- Problem Resolution
- Customer Service
- CRM Software
- Strong Analytical and Problem Solving Skills
- Inbound and Outbound Calling
- Data Entry
- Complaint Resolution
- De-Escalation Techniques
- Team work skill
- Time management
Timeline
Employment Coach
Employment services/MatchWorks
06.2022 - 12.2023
Customer Service Representative
Department of transport
02.2020 - 04.2022
Customer Relations Officer
Centerlink contractor
03.2018 - 12.2019
Bachelor of Arts - History And English
Curtin University
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