Paniz Pand
Chirnside Park,Australia
Summary
Driven and detail-oriented professional with a strong background in customer service, project coordination, and administrative support across the construction, retail, and government sectors. Proven ability to manage high volumes of client communication with empathy, efficiency, and precision. Experienced in coordinating complex customer journeys, maintaining contract compliance, and supporting large-scale operations with a focus on excellence and continuous improvement. Bilingual and highly adaptable, with a strong work ethic and the ability to thrive both independently and within team environments. Currently pursuing a Bachelor of Psychological Studies, demonstrating a commitment to personal and professional growth.
Overview
6
6
years of professional experience
Work History
Building Support Coordinator
Metricon Homes
07.2023 - Current
- Completed proactive customer calls within the timeframes set
- Provided an effective and professional link between Metricon Homes and our customers to ensure we always project a professional image
- Responded to customer enquiries and information requests within set KPIs
- Maintained customer files with relevant contracts, variations and other required documentation
- Provided letters, circulars and other documentation as required
- Ensured that our policies and procedures complement and assist our customer service
- Resolved and formalised satisfactorily any requests for variations during the construction process
- Ensured that the customer's new contact details are updated 10 days after settlement
- Understood and followed all building support excellence modules
- All information provided to customers was accurate and within identified timeframes
- Maintained and updated customer files on Business Craft when required
- Returned all phone calls within a 24-48 hour timeframe
- Completed proactive stage calls as required on the CPT report
- All complaints was dealt with within the predetermined timeframes as indicated by the 'Metricon Customer Complaints Handling Procedure
Customer Engagement Associate
Metricon Homes
07.2021 - 06.2023
- Demonstrated a superior customer service capability-prioritising the customer experience at all times
- Engaged with customer inquiries via incoming/outgoing telephone calls as well as email
- Provided personalised customer service of the highest level, building rapport for sales and general enquiries
- Assisted existing customers through their building journey
- Ensured best practice customer experience initiatives, aligned with company policies and values at all times
- Used effective questioning and exceptional listening skills to identify and respond to the needs of customers, escalating priority issues requiring specialised attention
- Utilised CRM and other systems to capture leads, schedule tasks, and send communications, along with day-to-day operational duties
- Built sustainable relationships of trust through open and interactive communication with customers and stakeholders
- Achieved personal and team KPI targets
- Managed multiple clients and assisting them with their build.
Customer Service Representative
SERCO
04.2020 - 06.2021
- Provided customer service to the Australian Taxation Office's (ATO) customers via telephone, email, and other media types
- Answered customer queries, resolve issues, and arranged payment plans on behalf of the ATO
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores
- Enhanced productivity by staying on top of call scripts and maintaining control over the direction of conversations
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Resolved customer complaints and addressed emergency requests and needs
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Educated customers on using company systems, completing forms, and obtaining desired services
- Contributed to the company achieving and holding industry-leading customer service ratings
- Received multiple positive reviews acknowledging dedication to excellent customer service
Retail Assistant
MYER
08.2019 - 02.2021
- Completed proactive customer calls within the timeframes set
- Provided an effective and professional link between Metricon Homes and our customers to ensure we always project a professional image
- Responded to customer enquiries and information requests within set KPIs
- Maintained customer files with relevant contracts, variations and other required documentation
- Provided letters, circulars and other documentation as required
- Ensured that our policies and procedures complement and assist our customer service
- Resolved and formalised satisfactorily any requests for variations during the construction process
- Ensured that the customer's new contact details are updated 10 days after settlement
- Understood and followed all building support excellence modules
- All information provided to customers was accurate and within identified timeframes
- Maintained and updated customer files on Business Craft when required
- Returned all phone calls within a 24-48 hour timeframe
- Completed proactive stage calls as required on the CPT report
- All complaints was dealt with within the predetermined timeframes as indicated by the 'Metricon Customer Complaints Handling Procedure
Education
Bachelor - Psychological Studies
Victoria University
Footscray, VICCertificate IV - Tertiary Preparation
Victoria University
Footscray, VIC11.2022
Skills
- Exceptional Customer Service
- Administration & Contract Support
- Time & Task Management
- Effective Communication
- Problem Solving
- Attention to Detail
- Project Coordination
- Bilingual Communication
Languages
Persian
Native or Bilingual
English
Native or Bilingual
Timeline
Building Support Coordinator
Metricon Homes
07.2023 - Current
Customer Engagement Associate
Metricon Homes
07.2021 - 06.2023
Customer Service Representative
SERCO
04.2020 - 06.2021
Retail Assistant
MYER
08.2019 - 02.2021
Bachelor - Psychological Studies
Victoria University
Certificate IV - Tertiary Preparation
Victoria University
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