Summary
Overview
Work History
Education
Skills
Languages
References
Extracurricular Activities
Professionaloutline
Personal Information
Timeline
Generic
Md Tushar Ahmed

Md Tushar Ahmed

Sandy bay,Australia

Summary

Driven and detail-focused APS Service Delivery Officer with a strong background in claims assessment, seeking to further enhance service excellence and operational efficiency within the public sector. Drawing on my experience in evaluating claims and managing various stakeholder interactions, I aim to leverage my skills to streamline processes and improve service delivery outcomes. Committed to upholding high standards of integrity and collaboration, I aspire to contribute to a team that prioritises customer satisfaction and continuous improvement in service delivery.

Overview

9
9
years of professional experience

Work History

APS4 Service Delivery Officer

Services Australia
01.2023 - Current
  • Coordinate and manage the delivery of services to customers/clients, ensuring compliance with relevant policies and procedures.
  • To facilitate service delivery, build and maintain effective relationships with stakeholders, including customers/clients, colleagues, and external organizations.
  • Analyze service performance data to identify trends, prepare reports, and provide insights to support decision-making and continuous improvement.
  • Assist in developing and implementing policies and programs related to service delivery, ensuring alignment with departmental objectives.
  • Address and resolve complex inquiries or issues raised by customers, clients, or stakeholders using strong problem-solving skills.
  • Participate in or lead service improvement projects, contributing ideas and expertise to enhance service efficiency and effectiveness
  • Work collaboratively within a team environment to achieve shared goals, providing support and guidance to new recruits as needed
  • Ensure that all activities comply with legislative and regulatory requirements, identifying and mitigating potential risks to service delivery
  • Support the training and development of team members, sharing knowledge and best practices to enhance team performance
  • Uphold high standards of customer service, ensuring that customer needs are met effectively and efficiently
  • Improved Customer Satisfaction: Led several projects that implemented new feedback mechanisms, resulting in an increase in customer satisfaction scores over six months
  • Process Efficiency: Streamlined service delivery processes, reducing response times by approximately 15% and improving overall service efficiency
  • Successful Project Implementation: Played a key role in the rollout of a new service initiative, which enhanced service offerings and was completed ahead of schedule
  • Stakeholder Engagement: Developed and maintained strong relationships with key stakeholders, resulting in increased collaboration and support for service initiatives
  • Policy Development: Contributed to the development of new service policies that improved compliance and aligned with best practices in the industry
  • Crisis Management: Effectively managed a service delivery crisis, coordinating responses that minimised disruption and maintained service continuity
  • Team Performance: Played a pivotal role in a team project that resulted in achieving all key performance indicators (KPIs) for the financial year

Assistant Manager/Customer Service Officer

Bargain Car Rentals
05.2020 - 07.2022
  • Day to day operational support
  • Supervising front housework groups including Rental Sales Officers
  • Daily mentoring and coaching front of house team to maximise and drive sales
  • Maintaining a strong and positive focus on customer service and being responsible for conflict management and resolving customer concerns
  • Achieving targets and KPIs
  • Reporting to the higher management
  • Daily fleet management
  • Dealing with customers and resolving issues
  • Day to day people & performance management
  • Delivering high audit and compliance standards for the business
  • Increased Customer Satisfaction: Successfully implemented a customer feedback system that resulted in a 15% increase in customer satisfaction scores within six months
  • Operational Efficiency: Streamlined the vehicle check-in and check-out process, reducing average wait times by 20% and improving overall operational efficiency
  • Revenue Growth: Developed and executed targeted marketing strategies that contributed to approximately 25% increase in rental bookings during peak seasons
  • Team Development: Led training programs for new employees, resulting in almost 20% reduction in onboarding time and enhancing team productivity
  • Fleet Management: Optimized fleet utilization by analysing rental trends, which improved vehicle turnover rates by 10% and reduced maintenance costs
  • Customer Retention: Initiated a loyalty program that increased repeat customer bookings by 25% within the first year

Sales Representative

Amart Furniture – Moonah
11.2015 - 12.2020
  • Company Overview: Amart Furniture is one of the fastest-growing retail businesses in Australia and its mission has been to help Australians transform their houses into fabulous homes
  • This retail giant has 69 stores all over Australia and continues to grow with a strong focus on development Overseas
  • Maximising sales opportunities by delivering exceptional in-store experiences for customers
  • Using targeted lines of questions to ascertain customer particulars, providing products and solutions as per customer requirements
  • Managing the customer through the sales cycle, from initial meeting to delivery and installation solutions
  • Training and supervising new staff in sales techniques, which KPI products should be emphasised
  • Amart Furniture is one of the fastest-growing retail businesses in Australia and its mission has been to help Australians transform their houses into fabulous homes
  • This retail giant has 69 stores all over Australia and continues to grow with a strong focus on development Overseas
  • Consistently remained as the top salesperson at the store for three consecutive years, consistently achieving an average of $40,000 in weekly sales
  • Selected for 2IC training in recognition of effective staff leadership
  • Consistently ranked among the top 10 salespeople nationwide at Amart on multiple occasions

Education

Diploma of Leadership Management -

Flexible Training Solutions
01.2022

Bachelor of Business - Accounting

University of Western Sydney
01.2015

Certificate IV in Business -

Sydney Institute of Business and Technology
01.2012

Skills

  • Analytical Skills
  • Attention to Detail
  • Customer Service Orientation
  • Problem-Solving Skills
  • Knowledge of Legislation and Regulations
  • Time Management
  • Service Delivery & Improvement
  • Stakeholder Engagement
  • Policy Implementation
  • Data Analysis & Reporting
  • Project Management
  • Communication Skills
  • Compliance & Risk Management
  • Team Collaboration
  • Ethical Judgment and Integrity
  • Adaptability

Languages

  • Bengali
  • Hindi
  • English

References

  • Sam Kelly, EL2, Services Australia, 0457799496, Sam.kelly@servicesaustralia.gov.au
  • Josef Aalto, Call Centre Manager, Bargain Car Rentals, 0413766401, josefa@bargaincarrentals.com.au

Extracurricular Activities

Help to raise charity for Ronald McDonald House Play for Summerleas Eagles Cricket Club Participating in Social work Helping people with Disability

Professionaloutline

Driven and detail-focused APS Service Delivery Officer with a strong background in claims assessment, seeking to further enhance service excellence and operational efficiency within the public sector. Drawing on my experience in evaluating claims and managing various stakeholder interactions, I aim to leverage my skills to streamline processes and improve service delivery outcomes. Committed to upholding high standards of integrity and collaboration, I aspire to contribute to a team that prioritises customer satisfaction and continuous improvement in service delivery., Analytical Skills, Attention to Detail, Customer Service Orientation, Problem-Solving Skills, Knowledge of Legislation and Regulations, Time Management, Service Delivery & Improvement, Stakeholder Engagement, Policy Implementation, Data Analysis & Reporting, Project Management, Communication Skills, Compliance & Risk Management, Team Collaboration, Ethical Judgment and Integrity, Adaptability

Personal Information

Citizenship: Australian Citizen

Timeline

APS4 Service Delivery Officer

Services Australia
01.2023 - Current

Assistant Manager/Customer Service Officer

Bargain Car Rentals
05.2020 - 07.2022

Sales Representative

Amart Furniture – Moonah
11.2015 - 12.2020

Diploma of Leadership Management -

Flexible Training Solutions

Bachelor of Business - Accounting

University of Western Sydney

Certificate IV in Business -

Sydney Institute of Business and Technology

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Md Tushar Ahmed