Nawaal Abdi
Gosnells
Summary
Dedicated and highly skilled Customer Service Officer with 3+ years of experience in the aviation industry. Adept at delivering exceptional service to passengers, ensuring smooth check-in processes, and effectively resolving customer issues in a fast-paced, dynamic environment. Proficient in managing flight-related inquiries, handling conflicts with professionalism, and ensuring customer satisfaction. Strong communicator with a proven ability to multitask and collaborate with cross-functional teams. Committed to upholding the highest standards of service while maintaining attention to detail and adapting to changing situations.
Overview
7
7
years of professional experience
Work History
Customer Service Officer/Team Leader
Menzies Aviation
03.2022 - 04.2025
- To always ensure compliance with the airline, company and departmental policies and procedures
- Ensuring passengers' needs are met, from checking in to boarding.
- Accuracy in handling flight information, documents, and personal details.
- Professional and courteous communication skills, both verbal and written
- Ability to adjust to rapidly changing conditions (e.g., sudden flight delays, customer requests).
- Handling high-pressure situations with composure
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
Customer Service Agent/Sales Advisor
JD Sports
01.2021 - 10.2023
- Receptive, approachable sales associate providing customers with excellent customer service, developing courteous relationships with co-workers and facilitating transactions and assisting with purchases, along with monitoring and ordering inventory in a way that maximizes conversions
- Delivered prompt service to prioritize customer needs.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Displayed point-of-sale specific brands and packaging displays per company
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Agent/Sales Advisor
H&M
01.2019 - 01.2020
- Creating an amazing and memorable customer experience for everyone that comes into the store through providing guidance and support during the festive season
- Working as a supportive and collaborative team member to drive sales throughout the busiest time of year
- Assisting in the unloading of delivery trucks and unpacking of merchandise
- Following store routines, policies and guidelines to assist in loss prevention and safety for the store
Stellar Call Centre Representative
Department of Human Services
01.2018 - 01.2019
- Scope of tasks including conflict resolution, adaptability, ability to work under pressure, provide support quality services people, internet and computer skills, setting and working towards targets
- Successfully managed 30 to 50 inbound customer request per day
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests, improving the percentage
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
Education
University of Western Australia - Biomedical Science
University of Western Australia
03.2025
Skills
- Data entry
- Problem-solving
- Outstanding communication skills
- Multi tasking
- Team work
- Adaptability
Personal Information
Available: Willing to commence immediate start.
Timeline
Customer Service Officer/Team Leader
Menzies Aviation
03.2022 - 04.2025
Customer Service Agent/Sales Advisor
JD Sports
01.2021 - 10.2023
Customer Service Agent/Sales Advisor
H&M
01.2019 - 01.2020
Stellar Call Centre Representative
Department of Human Services
01.2018 - 01.2019
University of Western Australia - Biomedical Science
University of Western Australia
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