NAZIA ISLAM
Beeac,WA
Summary
My objective is to be a devoted and operative member of a team who can apply their expertise and knowledge to benefit an organisation. My knowledge, reasoning skills and work ethic make me a trustworthy person and an even more enthusiastic employee. I aspire to be the best person I can be and am always seeking feedback to make myself a more efficient employee and a better person. I will strive to be an excellent member of any organisation.
Overview
14
14
years of professional experience
Work History
APS A/g 4 Service Delivery Officer
Services Australia Health Division(Medicare)
01.2023 - Current
- Maintained database systems to track and analyse operational data.
- Received customers inquiries and actioned promptly as per the department procedures.
- Enrolled and issued Medicare card for the client.
- Excellent customers services with professional manner.
- Lead with example to the team and provide peers supports.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Devised and implemented processes and procedures to streamline operations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Created and managed project plans, timelines and budgets.
- Conducted regular reviews of operations and identified areas for improvement.
- Gathered, organized and input information into digital database.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
School Board Member
Orelia Primary School
01.2020 - 01.2022
- Communicated with parents to encourage active parental participation in education.
- Prepared school budget and submitted to school board with recommendations for hiring, capital expenditures, and cost-saving initiatives.
- Maintained school focus on learning by enforcing rules related to academics, student discipline and class attendance.
- Performed classroom evaluations to assess teacher strategies and effectiveness.
- Allocated school budgets and solicited additional funding from grant programs with well-written applications.
Customer Service Officer
Iga, Bunbury
08.2010 - 12.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Provided primary customer support to internal and external customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Responded to customer calls and emails to answer questions about products and services.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Counted cash drawers and deposits, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
- Set up service appointments to handle advanced technical concerns at customer locations.
- Trained in conversational Language to enhance service of Type customers.
- Established and accurately prepared customers accounts to complete new purchases.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Communicated with clients regarding account services, statements, and balances.
Education
Masters in Science (Food and Nutrition) -
University of Dhaka
01.2005
Bachelor in Science (Food and Nutrition) -
University of Dhaka
01.2004
Skills
- Microsoft Word and Powerpoint
- Microsoft Excel
- Microsoft Teams
- English
- Bengali
- Urdu
- Hindi
- Team-work and leadership skills
- Enthusiasm and friendliness
- Self-Control
- Clear Communication
- Process improvement expertise
- Innovation and Creativity
- Service Delivery Optimization
- Business Analysis
- Incident Management
- Customer Satisfaction
- Project Planning
- Organizational Skills
- Excellent Communication
- Time management abilities
- Written Communication
- Continuous Improvement
- Relationship Building
- Adaptability
- Task Prioritization
- Teamwork and Collaboration
- Decision-Making
- Problem-Solving
- Goal Setting
- Professionalism
- Multitasking Abilities
- Interpersonal Skills
- Effective Communication
- Quantitative skills
- Self Motivation
- Team building
- Analytical Skills
- Team Collaboration
- Multitasking
- Attention to Detail
- Adaptability and Flexibility
- Active Listening
- Analytical Thinking
- Idea Development and Brainstorming
Volunteer Experience
Medicare Public, Assisting customers to access services with the Health Services Delivery Division (HSSD), Advising customers on legalisation and procedures administrated by the HSSD, Assessing customers needs and requirements, Processing new born enrolments
References
- Paula Sayers, Team Leader, Services Australia | Health Division, paula.sayers@servicesaustralia.gov.au
- Joanne Stewart Magee, Principal, Orelia Primary School, 08 6174 1200, joanne.stewart-magee@education.wa.edu.au
- Lara Davis, Education Assistant, Aubin Grove Primary School, 0402156464, laradavis12@gmail.com
Hobbies and Interests
- Reading
- Gardening
- Cooking
- Renovating and Crafting
Timeline
APS A/g 4 Service Delivery Officer
Services Australia Health Division(Medicare)
01.2023 - Current
School Board Member
Orelia Primary School
01.2020 - 01.2022
Customer Service Officer
Iga, Bunbury
08.2010 - 12.2012
Masters in Science (Food and Nutrition) -
University of Dhaka
Bachelor in Science (Food and Nutrition) -
University of Dhaka
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