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Mati Ur Rehman
Melbourne,Victoria
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Experienced with diagnosing and resolving technical problems. Utilizes strong communication skills to assist users and ensure system reliability. Knowledge of help desk software and remote support tools enhances efficiency and user satisfaction.
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
4
4
years of professional experience
Work History
Relief Manager
Henderson Brown
Melbourne
04.2024 - Current
- Coordinated reservations and bookings for various hotel amenities and services.
- Led regular team meetings to communicate goals, track progress, and address challenges effectively.
- Assisted guests with transportation arrangements, ensuring seamless travel experiences.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maintained comprehensive knowledge of local attractions, dining options, and events to enhance guest satisfaction.
- Trained new team members on best practices in customer service and concierge operations.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Oversaw management of lost and found items, reuniting guests with their belongings and fostering trust.
- Handled customer complaints to satisfy and retain guests.
- Maintained accurate and up-to-date records of guest information on building link app
- Completing audits of parcel and keys timely through the week
- Helping manager in making business report for the financial year
- Uploading work order summaries and contractor summaries on building link app
- Ensuring building Maintenance work done regularly.
IT Help Desk Agent
Robert Graham
Melbourne, VIC
01.2022 - 04.2024
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Researched product and issue resolution tactics to address customer concerns.
- Responded promptly to incoming sales leads and requests for technical support.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Developed and implemented preventive maintenance procedures.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
Education
Bachelor of Science - Information Technology
Federation University Australia
Ballarat, VIC07-2024
Skills
- Remote Support
- Hardware diagnostics
- Application support
- Security Protocols
- Ticket management
- Desktop support
- System Administration
- Software Installation
- Network diagnostics
- Customer Service
- Data Recovery
- Systems Analysis
- Service support
- User Support
- Windows 10
- Microsoft Outlook
- Mac systems
- Hardware upgrades
- Microsoft Office Specialist (MOS) Expert
- Account updating
- Reservations management
- Hospitality service expertise
- Office streamlining
- Multitasking and organization
Timeline
Relief Manager
Henderson Brown
04.2024 - Current
IT Help Desk Agent
Robert Graham
01.2022 - 04.2024
Bachelor of Science - Information Technology
Federation University Australia