DIANA ABBOUSHI
Melbourne
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Digital Concierge
VicRoads
03.2024 - Current
- Served as first point of contact for customers in the centre, offering information and guidance on digital transactions
- provided exceptional customer service by effectively leveraging digital platforms to meet customer needs.
- Provided assistance related to licensing and registration services.
- Collaborated with team members in continuous improvement initiatives while supporting fellow colleagues.
- Addressed customer inquiries with timely and professional responses via email and in-person interactions.
Customer Service Agent
Probe CX - Coles Online
05.2023 - 11.2023
- Responded to customer calls and emails to answer questions about products and services.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Communicated with clients regarding account services, statements, and balances.
- Processed B2B customer requests.
- Ensuring the call flow process is followed as per the QA guidelines.
- Liaise with the stores and the CSAs to assist in the delivery of the orders to the customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service
Yarraville Soccer Club Café
04.2021 - 05.2023
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
- Memorized 30+ recipes for specialty coffee beverages and seasonal offerings.
- Maintained supply levels in counter and customer areas to meet typical demands.
- Prepared ingredients and recipe components ahead of time.
- Ordered supplies, coordinated receiving, and oversaw storage in compliance with health code requirements.
- Set up daily drawers, verified totals, and prepared cash deposits.
Store Person
DHL Altona
12.2018 - 02.2019
- Prepared and completed orders for delivery or pickup according to schedule (load, pack, wrap, label, ship), Received and processed warehouse stock products (pick, unload, label, store)
- Kept clean and safe working environment and optimized space utilization
- Reported any discrepancies
- Communicated and cooperated with supervisors and co-workers
- Received and checked incoming goods for damage and discrepancies with paperwork.
- Picked stock according to order sheets and prepared for transport.
- Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
Customer Service
Alma Avenue Pizzeria
01.2014 - 01.2017
- Handled cash register operations by applying coupons, giving customer totals and processing cash and credit card payments.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Communicated menu item information and offered suggestions to promote featured products.
- Received incoming customer calls, recording order details and personal information and issuing estimates as to preparation and delivery times.
- Monitored and maintained clean working areas and cooking surfaces.
- Oversaw inventory and restocked ingredients following First-In First Out (FIFO) method to minimize spoilage.
Customer Service
McDonald's
07.2010 - 01.2014
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided back up for customer service managers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Performed food preparation responsibilities to meet franchise standards for quantities, speed and packaging.
- Restocked workstations with supplies and food display cases with fresh selections to decrease customer waiting during busy periods.
- Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
Education
TAFE Certificate II in Hospitality - Front of House
William Angliss Institute
12.2013
High School -
Laverton P – 12 College
12.2013
Skills
- Customer Relations
- Customer Service and Assistance
- Staff Training
- Conflict Resolution Techniques
- Issue Identification
- Detailed Evaluations
- Workflow Optimization
- Time Management
- Maintaining Quality Assurance Standards
- Sales Expertise
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Digital Concierge
VicRoads
03.2024 - Current
Customer Service Agent
Probe CX - Coles Online
05.2023 - 11.2023
Customer Service
Yarraville Soccer Club Café
04.2021 - 05.2023
Store Person
DHL Altona
12.2018 - 02.2019
Customer Service
Alma Avenue Pizzeria
01.2014 - 01.2017
Customer Service
McDonald's
07.2010 - 01.2014
High School -
Laverton P – 12 College
TAFE Certificate II in Hospitality - Front of House
William Angliss Institute
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