Hi, I’m
Nikhat Zareen Begum
Customer Service Representative
Merrylands,NSW
Summary
Proficient Administrative Assistant with over 8 years of office experience, specializing in administrative work, problem solving, planning, and optimal assistance. Known for increasing productivity and relieving workload of managerial staff. Proven efficiency with an ability to quickly learn and navigate any computer software program, or office filing system.
Overview
18
years of professional experience
1
Certification
Work History
Bisley Workwear
Customer Service Representative
07.2021 - Current
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 50 calls, 30 emails per day, addressing customer inquiries, solving problems and providing product information.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided back up for customer service managers.
- Entered orders into SAP and website -40-50 orders per day.
- Process returns and book pick ups and process replacement orders.
AWA Technology Services
Customer Service Associate
06.2021 - 07.2021
Job overview
- Perform all activities within the rostered schedule time
- Answer all telephone queues in an manner appropriate for the service being requested and in
accordance with set team KPI’ - Professional and friendly telephone manner is used at all times
- Participate in team meetings to suggest productivity improvements to customer service issues
and manage workloads - Assist with coaching of new employees within department when required
- Constructive and cooperative working relationships with your team, as well as cross functionally
- Correct logging of Service activities into the Cabrini Technology Group system including the
transcribing of OEM calls where required - Updating of service activities including but not limited to: technician notes and ordering correct
parts where appropriate. - Perform closure of service activities by recording correct labour hours, travel and service details
including the consumption of all parts usage and costing. - Updating of Agent charges into service calls via the mandatory Procure updating routines to
correspond to agent invoicing. - Work with other CRG team members to ensure monitoring of customer service activities to
achieve contracted SLA performance, prompt closure and the accurate invoicing of all service
activities. - Maintaining an overview of the service call from end to end and ensuring escalations occur in
order to maintain optimal service levels.
A La Turko ( Retailers & Wholesalers ) Pty Ltd
Program / Office Administrator
03.2012 - 01.2021
Job overview
- Provide any required staff training and development
- Aid with new shop requirements, including materials sourcing, liaising with contractors and builders and ensuring timely completion of projects
- Ensure the smooth running of deliveries, stock management, including stock forecasting and purchasing
- Development and delivery of weekly reporting on sales, stock ,accounts and liaising with key stakeholders to review
- Manage all payroll requirements and bookkeeping using MYOB.
- Handling money transactions including banking.
- Served as a direct assistant to Production Supervisor, supporting all aspects of production and office management.
- Known as the “go-to person” for all departments including Quality Control, Accounting, and Management.
- Handling all customer interactions for company including walk-ins, email, phone, and fax interactions.
- Worked to ensure quality service , attend to customer enquiries and resolved all customer issues.
- Reconciled account files and produced monthly reports to keep Accountant informed about office operations.
GREEN VALLEY FRESH LTD
ADMINISTRATION aND FINANCE OFFICER
06.2005 - 11.2011
Job overview
- Accounts payable and accounts receivables
- Set up appointments, daily reports and memos
- Help desk assistant (handling complaints from clients, banking, commodities and foreign exchange companies).
- Purchase order and stock item control
- Control of validation of expatriate documentation ( visas, export license, export license and export certificates)
- Daily data entry
- Client visits ( entertain, keep them updated, give training)
- Making necessary arrangements for weekly shipments (prior bookings with quarantine & shipping agents) ,visiting clients whenever required in Australia and New Zealand in order to do an onsite orientation on the quality of produce arrival and distribution points in overseas.
- Performed a range of administrative duties from maintaining production schedules to purchasing supplies and hiring vendors.
- Implemented problem solving skills to work through employee, customer, and managerial staff issues and challenges.
- Supported an efficient production system in a fast paced environment by accurately processing all new orders, and delegating tasks as each order required.
Education
Western Sydney UniversityParramatta, NSW
Graduate Certificate from BUSINESS
09.2019
TAFE ULTIMOSydney, NSW
Certificate III from PATHOLOGY
03.2017
FIJI NATIONAL UNIVERSITYNADI FIJI
Diploma in Business from Customs
08.2011
Skills
- Execellent Communication Skills
- Inventory Control Skills
- Critical thinking and problem solving
- Leadership and Teamwork
- Financial services support
- Able to multitask
- MS Office/MYOB
- Time management
- Business administration
- Customer Service
- Problem-Solving Ability
- Computer Proficiency
- Order Processing
- Call Center Operations
Certification
2008 NEW ZEALAND PACIFIC TRAINING CENTRE
(MYOB-COMPUTERIZED ACCOUNTING)
TRAINING & PRODUCTIVITY AUTHORITY OF FIJI
(ICDL- INTERNATIONAL COMPUTER DRIVING LICENCE)
TRAINING & PRODUCTIVITY AUTHORITY OF FIJI
(FUNDAMENTALS OF PROJECT MANAGEMENT)
ASIAN PRODUCTIVITY ORGANIZATION-(endorsed by TAFE)
(E-LEARNING COURSE ON EXPORTING AGRI-FOOD PRODUCTS
IN MAJOR GLOBAL MARKETS (PHASE 1)
2005 ROSIE TRAVEL ACADEMY-(endorsed by TPAF)
(INBOUND TOUR OPERATORS COURSE & HANDS ON COMPUTER RESERVATIONS COURSE)
References
Referent 1
David Boga
Director-A La Turko (Retailers & Wholesalers) Pty Ltd
Ph: 0418469481
Email: bogalt@hotmail.com
Referent 2:
Linda Vasilevski
National CS Manager- Bisley Workwear
Ph: 0410002433
Email: lindavasilevski@bisley.com.au
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Bisley Workwear
07.2021 - Current
Customer Service Associate
AWA Technology Services
06.2021 - 07.2021
Program / Office Administrator
A La Turko ( Retailers & Wholesalers ) Pty Ltd
03.2012 - 01.2021
ADMINISTRATION aND FINANCE OFFICER
GREEN VALLEY FRESH LTD
06.2005 - 11.2011
Western Sydney University
Graduate Certificate from BUSINESS
TAFE ULTIMO
Certificate III from PATHOLOGY
FIJI NATIONAL UNIVERSITY
Diploma in Business from Customs
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