Summary
Overview
Work History
Education
Skills
Awards and Achievements
Timeline
Generic

MEENA ZAHIR

Parramatta

Summary

Results-driven client service specialist with a versatile skill set, demonstrating a consistent history of upholding and maintaining high standards of superior client service that bolsters relationships and enhances client satisfaction and business success. Reliable team player known for effective communication, collaboration, problem solving and a proactive approach to evolving client needs.

With an extensive 14+ year tenure in the Fintech, eCommerce and customer service sector, I've cultivated substantial expertise spanning across leadership and management, superior customer service and conflict resolution, delivering comprehensive system training, project management, strategic planning, implementing tailored software solutions, case management, conducting comprehensive policy and procedural research and consistently delivering high-quality outcomes in multifaceted B2B and diverse service-oriented environments.

Overview

18
18
years of professional experience

Work History

Customer Service and Support Specialist

Zara World Travel
07.2022 - Current
  • Managed high-volume inbound and outbound customer enquiries via phone, email, and chat, ensuring accurate, timely, and empathetic responses.
  • Guided customers through online portals and digital systems, simplifying processes and enabling efficient access to information and services.
  • Applied strong problem-solving skills to resolve escalated issues and service disruptions, minimising customer inconvenience while restoring trust and satisfaction.
  • Maintained accurate and detailed customer records in CRM systems, tracking enquiries and analysing trends to improve service delivery.
  • Built strong client relationships by providing clear communication, personalised solutions, and proactive follow-ups.
  • Consistently met and exceeded KPIs while upholding high standards of professionalism, confidentiality, and customer focus.

Manager, Ecommerce & Customer Support

Corum Group Australia
03.2018 - 03.2022
  • Managed a portfolio of 500+ client accounts, delivering end-to-end customer support and technical assistance across digital platforms.
  • Led a support team in handling inbound calls and escalated cases, ensuring KPIs and service quality metrics were consistently achieved.
  • Collaborated with cross-functional teams to resolve complex issues, streamline processes, and enhance the customer journey.
  • Implemented triage and prioritisation systems for managing customer enquiries, alleviating pressure on inbound queues.
  • Maintained client records, prepared reports on service activity, and identified opportunities to improve efficiency and customer experience.

EComm Account Management/Customer Support Supervisor

Corum Group Australia
03.2015 - 03.2018
  • Managed a portfolio of 300+ real estate and corporate clients, providing technical support and account management.
  • Delivered system and product training (in-person and online) to new and existing e-commerce clients.
  • Conducted regular client check-ins and gathered feedback to improve processes, customer satisfaction, and retention
  • Researched and analysed competitor information to maintain competitive pricing and service offerings.
  • Resolved escalated disputes and complex customer support issues.
  • Monitored employee productivity, quality assurance, and process adherence using dashboards and reporting tools to proactively address potential SLA and customer satisfaction issues.
  • Provided backup inbound call and email support during peak periods, absences, and breaks.
  • Contributed to annual revenue goals by acquiring new clients and strengthening existing relationships, even in a declining market.

Ebanking Officer

Bank of Tokyo MUFJ, BTMU
07.2011 - 12.2012
  • System Administration and maintenance of the online banking system; Global Cash Management Service (GCMS) system.
  • Provided client onboarding training and support to pre- and post-sales clients, including system demonstrations, installation, and training.
  • Delivered technical support to GCMS and EPS clients and end-users via phone, email, and in-person interactions.
  • Project Management: Managed system upgrades and migrations (e.g. GCMS Plus migration), planning and coordinating with internal departments.
  • Provided post-implementation support to GCMS Plus clients.
  • Provided backup network and telecommunications support.
  • Managed system access for internal and external customers.
  • Established and maintained internal office procedures to ensure compliance with banking regulations.
  • Trained and monitored new hires and contractors on e-banking products and system migration projects.

Customer Service 2IC

Corum Group Australia
06.2008 - 12.2010
  • Supervised the timely provision of customer support to key e-commerce clients via phone, email, and fax.
  • Coached, supervised, and supported the team to achieve individual, team, and business goals.
  • Proactively monitored call queues to minimize issues and ensure SLAs are maintained at a service level of at least 90%.
  • Recognised, documented, and communicated potential issues resulting from repeated inquiries/incidents to the team, management, and product development for improvement.
  • Resolved escalated complaints and issues passed on by the customer care team.
  • Collections & Dispute Resolution: Made outbound calls to agents to assist in account collections and resolve bank disputes and chargebacks within two business days.
  • Financial Administration: Managed accounts receivable and payable as a back up for the finance team.
  • Account Management: Managed corporate accounts and maintained the customer database.

Customer Service Consultant

Corum Group Australia
11.2007 - 06.2008
  • Customer Support: Responded to customer inquiries via phone, email, and fax in a timely and professional manner, handling up to 150 inquiries daily.
  • Client Onboarding: Assisted tenants with service registration, explaining benefits and legislative terms to ensure compliance with service level agreements.
  • Technical Assistance: Assisted customers with logins and website navigation to access payment history and update payment details.
  • Payment Processing : Processed payments for tenants and corporate clients as needed.
  • Issue Resolution: Liaised with departments to investigate and resolve written and verbal queries and disputes.
  • Problem Identification & Escalation: Identified potential issues from repeated customer inquiries, replicated them in a local environment, and communicated them to the relevant internal department.
  • Knowledge Sharing: Created and shared knowledge-based articles to disseminate skills and experience.
  • Team Support: Assisted the team with administrative tasks and follow-ups to ensure achievement of team SLAs.
  • Process Improvement: Assisted management in maintaining and updating internal office procedures.

Education

Bachelor of Business Operations Management -

University of Western Sydney
Parramatta

Skills

  • Account management
  • Team support and oversight
  • Complaint and issue resolution
  • Project Management
  • Technical support
  • Proficient in MS Office365
  • Call centre management and QA
  • Team Building and Leadership
  • Complex problem-solving skills and Decision Making
  • Mentoring and coaching
  • Application installations and
    implementation
  • Meticulous attention to detail & Time Management
  • Client relationship building & Management
  • Software Support and training

Awards and Achievements


  • Service Excellence Award - Recognised for outstanding customer service, team management and client relationship management.
  • Highest Achiever in Client Management – Managed top-performing client accounts with exceptional retention rates.
  • Delivering Excellence in Project Management – Led a successful service automation and banking migration project, improving efficiency by 30%.
  • Outstanding Achievement in New Client Sign-Ups – Secured high-value contracts and expanded business opportunities.
  • Highest Achiever Corporate – Corum Group Australia - Recognised for resolving he most number of customer queries.


Professional Development & Certifications


  • Leadership & Team Management Workshops - Corum Group Australia
  • Sales Accelerator Course 2016 – Corum Group Australia
  • SALT Compliance Certificate for Anti Money Laundering 2012 - Bank of Tokyo
  • Certificate IV in Customer Contact – Vodafone Australia
  • Business Report Certificate- Upfront Communications – Vodafone Australia

Timeline

Customer Service and Support Specialist

Zara World Travel
07.2022 - Current

Manager, Ecommerce & Customer Support

Corum Group Australia
03.2018 - 03.2022

EComm Account Management/Customer Support Supervisor

Corum Group Australia
03.2015 - 03.2018

Ebanking Officer

Bank of Tokyo MUFJ, BTMU
07.2011 - 12.2012

Customer Service 2IC

Corum Group Australia
06.2008 - 12.2010

Customer Service Consultant

Corum Group Australia
11.2007 - 06.2008

Bachelor of Business Operations Management -

University of Western Sydney

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MEENA ZAHIR