Nesrin Boulad
Taylors Hill
Summary
Driven and results-oriented Senior Customer Service Professional with a proven track record of anticipating needs, resolving challenges proactively, and delivering exceptional service. Known for strong decision-making, unwavering diligence, and the ability to manage multiple priorities with precision and efficiency. Adept at working independently or collaboratively, with a proactive mindset and a passion for problem-solving. Committed to fostering strong relationships with clients and colleagues through outstanding communication and leadership. Seeking a full-time position that offers dynamic professional challenges and leverages my people skills, strategic thinking, and expert time management.
Overview
12
12
years of professional experience
Work History
Supplier Governance Specialist
Transurban
08.2023 - Current
- Complete administration of Protect Compliance obligation and assurance for 3rd party suppliers across Contact Centre and Tag Management
- Monthly validation of NBI Clearances, VIC IPA agreements including Master Staff list is accurate.
- Establish a solid and mutually beneficial working relationship with key Supplier stakeholders and internal Transurban stakeholders.
- Complete Monthly Invoices and ensure processed within KPI, along with
- Contribute to Projects and Change planning and analysis activities for major business initiatives across Customer Service
- Complete monthly accruals for Contact Centre and Tag Management
- Raise purchase order requisitions, Expenditure Forms, Out of Budget Forms, Cost Transfer Forms and CAPEX forms as required.
- Assure all initiatives/tasks required for implementation of Customer Service strategy
- Contribute to annual Budget processes across Contact Centre and Tag Management
- Lead Contact Centre engagement activities in collaboration with outsourced provider
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
Executive Assistant to the GM and Division
ACCC – Infrastructure and Transport Division
08.2022 - 06.2023
- Extensive diary management; determine importance of meeting requests in the context of their priorities and schedule accordingly, and balance conflicts with efficiency and clarity.
- Act as the point of contact between the executives and internal or external colleagues.
- Taking dictation and minutes and writing them up subsequently
- Rack daily expenses and prepare weekly, monthly, or quarterly reports.
- Consult with all internal and external stakeholders, building relationships and ensuring the broader team has the information required to complete tasks and meet deadlines.
- Maintain the current filing and database system and look for ways to improve current systems.
- Streamline operations and prioritise tasks, allowing senior staff to increase productivity.
- Support office administration requirements to ensure that the office is operating efficiently
- Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
- Proactively identified areas requiring attention or improvement aligning priorities effectively in line with executive preferences.
Immunisation Operations and Executive Officer/Assistant
Department of Public Health
01.2021 - 06.2022
- Company Overview: (Contract)
- Established positive and effective communication among unit staff and organisation leadership, reducing miscommunications, and missed deadlines.
- Act as the point of contact between the executives and internal or external colleagues.
- Consulted with key stakeholders from various organisations, government, private, public and community services sectors.
- Coordinated all incoming immunisation program data from the department’s third-party vaccine distributor and vaccination data from Commonwealth and State stakeholders to ensure timely and accurate reporting to department management.
- Implemented process improvement to shape organisational culture, optimise procedures for higher efficiency and help company evolve and grow.
- Provided prompt, efficient, and high-quality customer service while establishing vital connections inside and outside the organisation.
- Closely collaborated with colleagues as part of smaller teams to provide targeted support throughout the life cycle of immunisation projects.
- Organise and deliver training activities to various target groups, internally and externally.
- Representing the Operations team at weekly meetings within the Department of Health.
- Established written procedural guides (SOPs) and instructions for processing Government Funded Accounts
Rural And Remote Team Leader and Coach
Telstra
11.2018 - 03.2020
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Learned new techniques to improve coaching abilities.
- Promoted customer satisfaction and loyalty through a high standard of customer service.
- Consult with senior management on project requirements and keys to success to deliver on required outcomes.
- Managed high-priority complex complaints cases to provide sound and satisfactory resolutions.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Served as the Client Registers team’s point of escalation and skillfully managed various complex complaints and disputes from inception to resolution.
- Created targets and led the team to achieve performance goals as established by the organisation.
- Sought to establish a superb working rapport with service providers within a specific sector.
- Set monthly sales, productivity, and quality goals with consultants to formulate and implement a strategy to meet/exceed goals.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Career Transition Specialist
Telstra - HR Shared Services - Careers Centre
01.2016 - 12.2016
- Developed and maintained relationships with community resources to support job coaching.
- Identified dangers, problems, and limitations that might affect how well initiatives are conducted.
- Facilitated departmental communication to deliver customer service efficiently.
- Developed and implemented job coaching plans for clients with diverse career goals.
- Supported affected Telstra employees that had been made redundant over six weeks.
- Provided one-on-one assistance, mentoring, and guidance to impacted employees through the transition.
- Ensured process compliance and tracking against schedule, budget, and resource plans by managing numerous project streams
Sales & Saves Business Coach
Telstra
04.2013 - 04.2016
- Identified workflow inefficiencies to formulate and implement operational improvements at network level.
- Created action plans to improve the productivity and performance of underperforming personnel.
- Educated employees on various sales techniques and principles.
- Developed new sales strategies and inspired staff to provide extraordinary customer service.
- Generated monthly reports and presented results and findings to managers.
- Motivated staff and encouraged them to exceed sales goals and quotas.
- Developed impressive performance management in the team through clear expectations, performance appraisals and feedback.
- Created action plans to improve the productivity and performance of underperforming personnel.
- Coordinated business and financial health reviews to discuss business performance and new opportunities and provide benchmarking data and insights.
- Fostered positive, initiative-taking, and professional relationships to achieve short- and long-term business goals
Education
Diploma - Business and Events Management
TAFE SA
Adelaide, SA01.2006
Skills
- Excellent written and verbal communication skills
- Proven organisational and time management abilities
- Initiative-taking with a strong work ethic
- Strong interest in continuously upgrading skills and knowledge
- Flexible with the ability to adapt readily to changing work environments
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Stakeholder engagement
- Coaching and mentoring
- Compliance monitoring
- Time management
- Multitasking Abilities
- Organizational skills
- Excellent communication
Languages
Arabic
Timeline
Supplier Governance Specialist
Transurban
08.2023 - Current
Executive Assistant to the GM and Division
ACCC – Infrastructure and Transport Division
08.2022 - 06.2023
Immunisation Operations and Executive Officer/Assistant
Department of Public Health
01.2021 - 06.2022
Rural And Remote Team Leader and Coach
Telstra
11.2018 - 03.2020
Career Transition Specialist
Telstra - HR Shared Services - Careers Centre
01.2016 - 12.2016
Sales & Saves Business Coach
Telstra
04.2013 - 04.2016
Diploma - Business and Events Management
TAFE SA
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