Mohammad M Khorami
Guildford West,NSW
Summary
Reliable manager and law student demonstrating high levels of ownership and initiative. Seasoned Customer Support Team Leader with background in managing diverse teams to achieve customer service objectives. Skilled in training staff, resolving complex customer complaints, and conducting meetings to set service goals. Strengths include leadership, team management, and strong judgment skills combined with the ability to resolve critical issues efficiently. Proven track record of enhancing customer satisfaction and team productivity in previous roles.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Raiz Invest Limited
Sydney
04.2022 - 11.2024
- Managed IDR and AFCA complaints efficiently.
- Oversaw regular team reviews to continuously improve team skills and performance.
- Collaborate with other departments to provide insights on customer needs and contribute to product development.
- Analysed service reports, feedback, and trends to drive process improvements, ensuring efficient and high-quality customer service.
- Implemented new procedures to streamline client support operations.
- Supported the team in resolving complex issues with Raiz products.
- Created detailed reports on team performance metrics for senior management review.
- Developed work schedules according to budgets and workloads, covering priority tasks.
Security Controller
GLAD Group
06.2020 - 04.2022
- Completed incident reports regarding violations of policies or procedures.
- Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
- Deterred criminal activity, vandalism, and general misconduct by providing expert and highly visible security presence at facilities.
- Responded to alarms, emergencies, and disturbances.
- Monitored security cameras to identify and respond to suspicious activity.
- Inspected buildings for fire hazards, unsafe conditions, or unauthorized persons.
- Interacted with law enforcement officials to report incidents or violations.
Manager
Hungry Jacks Auburn
Auburn, NSW
11.2014 - 05.2020
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Monitored daily operations of the restaurant, including inventory control and ordering supplies.
- Directed and coordinated restaurant activities to obtain optimum customer service and strong employee development.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Managed team of 10-15 employees in fast-paced environment.
- Ensured compliance with all local health regulations related to food safety.
- Resolved and investigated complaints regarding service, food quality and accommodations.
- Conducted regular performance reviews with staff members providing constructive feedback.
- Implemented cost saving initiatives within the store budget guidelines.
- Responsible for interviewing, hiring and training new employees.
Education
Bachelor of Law - Law
University of New England
true01-2029
Bachelor of Biomedical Science - Biomedical Sciences
University of Western Sydney
12-2020
Skills
- Complaint resolution
- Operations management
- Employee scheduling
- Supply chain management
- Health and safety regulations
- Data entry
- Customer service
- Analytical
- Self-Directed
- Interpersonal communication
- Critical thinking
- De-escalation techniques
- Interpreting procedures and instructions
- Relationship building and management
- Verbal and written communication
References
References available upon request.
Timeline
Customer Service Manager
Raiz Invest Limited
04.2022 - 11.2024
Security Controller
GLAD Group
06.2020 - 04.2022
Manager
Hungry Jacks Auburn
11.2014 - 05.2020
Bachelor of Law - Law
University of New England
Bachelor of Biomedical Science - Biomedical Sciences
University of Western Sydney
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