Masooda Azzimi
Sydney
Summary
Customer operations professional with robust background in managing customer inquiries and resolving complex issues. Proven track record of enhancing customer satisfaction and driving team collaboration. Known for reliability and adapting to dynamic environments with focus on achieving tangible results.
Overview
12
12
years of professional experience
Work History
Customer Operations Specialist
Team Global Express
08.2021 - 02.2025
- Enhanced customer satisfaction by efficiently resolving issues and addressing concerns.
- Mentored junior staff members, sharing best practices and fostering a positive work environment.
- Proactively identified opportunities for process improvements, leading initiatives that drove notable enhancements in service delivery.
- Maintained up-to-date knowledge of industry trends and best practices, ensuring continuous improvement in service offerings for clients.
- Improved overall operational efficiency, contributing to company growth and success.
- Conducted thorough quality assurance checks on all outgoing communications, maintaining a high level of professionalism at all times.
Retail Sales Assistant
Yes Optus
08.2015 - 09.2017
- Company Overview: Yes Optus is one of Australia’s leading cooperation’s in telecommunication, that provides a fast pace working environment and a job that primarily revolves around problem solving
- My role as retail sales assistant was to organize the waiting customers and understand their needs, creating and completing existing or new contracts, device handling and stocking
- It also included a large amount of handling customer complaints
- This job has thought me many skills, particularly how to adapt to each person to best handle any confronting situation as well as strengthening my communication skills as I would attend to 30+ people per shift
- Yes Optus is one of Australia’s leading cooperation’s in telecommunication, that provides a fast pace working environment and a job that primarily revolves around problem solving
- Maintained clean, organized store environment for an inviting shopping experience for customers.
- Built strong relationships with customers, resulting in repeat business and referrals.
Australian Taxation Office
11.2014 - 07.2015
- My role in the Australian Taxation Office consisted of primarily accounting/taxation duties and advice through inbound calls, this included gathering information for individuals regarding their tax for each financial year, obtaining and providing any taxation information required for the individuals, calculating and providing information about tax returns and handling complaints
Customer Service Representative
Peakbound
08.2013 - 08.2014
- As a customer service representative, my duties at Peakbound included outbound calls to members of ANZ bank who might be interested in insurance which in turn produced a sale
- My job also included cold calling as well as following up on warm leads
- This call centre motivated us sales representatives through KPI’s and incentives
Education
Bachelor of Arts - Pathway To Primary Teaching
Western Sydney University
Milperra, NSW12-2019
Higher School Certificate -
Fairfield High School
Fairfield, NSW01.2010
Skills
- Customer Relations Skills
- Computer Competency (Mac and PC, Microsoft Office)
- Strong Communication Skills
- Inbound Customer Service
- Outbound Customer Service
- Warm/Cold calling
- Client relationship building
- Complaint handling
- Customer satisfaction measurement
- Workflow optimization
- Reporting and documentation
- Teamwork and collaboration
- Attention to detail
- Multitasking
- Calm and professional under pressure
- Understanding customer needs
- Organizational skills
- Shipping and receiving
- Active listening
- Verbal and written communication
- Phone etiquette
- Data entry
- Task prioritization
- Product knowledge
Timeline
Customer Operations Specialist
Team Global Express
08.2021 - 02.2025
Retail Sales Assistant
Yes Optus
08.2015 - 09.2017
Australian Taxation Office
11.2014 - 07.2015
Customer Service Representative
Peakbound
08.2013 - 08.2014
Bachelor of Arts - Pathway To Primary Teaching
Western Sydney University
Higher School Certificate -
Fairfield High School
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