Muhammad Usman Ahmad
Summary
Dedicated and service-oriented Concierge Officer possessing a keen attention to detail and a strong commitment to customer satisfaction, adept at managing guest inquiries, coordinating services, and ensuring seamless operations. Proficient in utilizing hospitality software and adept at multitasking in fast-paced environments. Excellent communication and interpersonal skills enable effective collaboration with guest, colleagues, and management to exceed expectations and enhance the overall guest experience.
Overview
1
1
Certification
Work History
ICT Business Analyst
- Gathered requirements, did gap analysis and provided solutions
- Provided Level 1 Support to customer
- Worked closely with stakeholders to understand their requirements and identify potential solutions, translated requirements into technical specifications, and developed a User Experience that enables smooth operation
- Provided remote support
- Installation and troubleshooting of printers, Computers and connectivity.
Console Operator
- Communicated with customers, both written and verbally, to identify problems, provided solutions, and ensured their satisfaction
- Received and resolved customer requests over telephone or email with a resolution rate of 95%, resulting in improved customer experience ratings by 4.7 pts and customer satisfaction scores by 10%
- Monitored customer feedback and suggestions, created user stories and analyzed customer service data to improve customer service.
Education
Certificate II - Security Operations
BG College
11.2023
Professional Year Program -
ECA
Sydney, New South Wales01.2023
Bachelor of Business Information Systems -
Australian Institute of Higher Education
Sydney, New South Wales01.2022
Diploma of Project Management -
Australian Vocational Training Institute
08.2019
Skills
- Microsoft Office
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Visio
- Leadership
- Facilitation
- Interpersonal Skills
- Analytical Skills
- Conflict Resolution
- Easily Adaptable
- Organization Skills
- Teamwork
- Influential Communicator
- Assertive Communication
- Active Listening
- Critical Thinking
- Problem Solving
Certification
- Agile Foundations, LinkedIn, 2023
- Asking Effective Questions During Requirements Elicitation, LinkedIn, 2023
- Building Customer Relationships in a Virtual Environment, Skillsoft, 2023
- Business Analysis Analytical Techniques, Skillsoft, 2023
- Business Analysis Foundations: Business Process Modeling, LinkedIn, 2023
- Business Analysis Overview, Skillsoft, 2023
- Expert Insights on Setting and Managing Priorities, Skillsoft, 2023
- Learning from Failure and Success, Skillsoft, 2023
- Managing Project Stakeholders, Hi Mark Computers, Sydney, New South Wales, February 2023 - April 2023
- Optimizing Virtual Collaboration, Skillsoft, 2023
- RADD Knowledge Area: Part 1, Skillsoft, 2023
- RADD Knowledge Area: Part 2, Skillsoft, 2023
- Software Development Life Cycle (SDLC), LinkedIn, 2023
- The BA Elicitation and Collaboration Knowledge Area, Skillsoft, 2023
- The BA Planning and Monitoring Knowledge Area, Skillsoft, 2023
- The Requirements Life Cycle Management Knowledge Area, Skillsoft, 2023
- The Solution Evaluation Knowledge Area, Skillsoft, 2023
- The Strategy Analysis Knowledge Area, Skillsoft, 2023
- Visio 2021 Essential Training (Office 2021/LTSC), LinkedIn, 2023
- Software Architecture Foundations, LinkedIn, 2023
Timeline
ICT Business Analyst
Console Operator
Certificate II - Security Operations
BG College
Professional Year Program -
ECA
Bachelor of Business Information Systems -
Australian Institute of Higher Education
Diploma of Project Management -
Australian Vocational Training Institute
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