Patrick Abbasi
Hornsby Heights
Summary
Customer Service Specialist with a proven track record in problem-solving and a strong focus on customer centricity. Known for clear communication, quick thinking, and a friendly approach, committed to creating positive experiences and enhancing satisfaction.
Customer service professional with solid background in delivering exceptional support and solutions. Known for reliability, adaptability, and unwavering commitment to team success. Strong interpersonal skills and ability to navigate complex customer interactions with ease.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
COCA COLA EUROPACIFIC PARTNERS
11.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Facilitated training sessions for new team members to enhance service quality and efficiency.
- Streamlined complaint resolution process, improving overall response time and customer satisfaction.
- Analyzed customer feedback to identify trends and recommend service improvements.
- Collaborated with cross-functional teams to ensure seamless service delivery and issue resolution.
- Implemented best practices for handling escalated customer issues, reducing conflict resolution time.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Specialist
TruSystems
10.2023 - 08.2024
- Serve as the primary liaison for internal departments and external customers.
- Address and resolve queries efficiently and professionally via telephone/email and live chat.
- Commitment to delivering outstanding customer service at all times.
- Handle customer interactions with a focus on empathy, clarity, and resolution.
- Build and maintain strong working relationships across various departments within the organization.
- Facilitate effective communication and collaboration to support organizational goals.
- Accurately and promptly complete all required company paperwork in adherence to established procedures.
- Utilize MS Excel, Word, Outlook, and other Microsoft Office applications daily to support your responsibilities.
- Achievements
- Resolved customer issues leading to a significant improvement in positive customer feedback.
- Reduced average response time to customer inquiries by improving overall service delivery speed and efficiency.
- Implemented a new ticketing system that streamlined customer queries, cutting resolution time.
- Developed strong relationships with key clients, resulting in repeat business and positive referrals.
Customer Service Representative
Radium6
05.2020 - 08.2023
- Provided expert support to internal teams by troubleshooting and resolving issues related to system integrations, software, and tools used within Radium6.
- Monitor and maintain internal systems to ensure seamless operation, addressing any technical issues promptly and coordinating with IT teams as needed.
- Develop and maintain comprehensive documentation for internal processes, system configurations, and troubleshooting procedures to aid in efficient issue resolution.
- Act as a liaison between internal teams and technical support, ensuring timely resolution of escalated issues and minimizing disruptions to workflow.
- Gather and analyze feedback from internal users to identify areas for improvement in system integration and service delivery.
- Achievements
- Streamlined internal processes, resulting in an improvement in system efficiency and a reduction in downtime.
- Developed and delivered training sessions that increased staff proficiency in the system by leading to fewer support requests.
- Achieved reduction in the average time to resolve internal technical issues through proactive monitoring and improved coordination with IT teams.
- Enhanced internal user satisfaction scores by effectively addressing concerns and implementing feedback-driven improvements.
Customer Service Team Leader
TruSystems
08.2017 - 04.2020
- Lead, mentor, and motivate a team of customer service representatives, ensuring high performance and professional development.
- Design and deliver training programs to improve team skills and product knowledge, ensuring consistent and effective customer interactions.
- Track key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores to evaluate and enhance team performance.
- Identify and implement process improvements to streamline operations and increase efficiency, reducing customer wait times and improving service quality.
- Handle escalated customer issues and complaints, providing resolutions that align with company policies and maintaining customer satisfaction.
- Work with other departments to address customer needs, share insights, and contribute to the development of new products or services.
- Ensure team adherence to company policies, industry regulations, and quality standards.
- Achievements
- Improved customer satisfaction scores through targeted training programs and process enhancements.
- Decreased average response times by optimizing team workflows and implementing new support technologies.
- Developed and launched a comprehensive training program that reduced onboarding time and increased team competency.
- Streamlined support processes, resulting in an increase in team productivity and a reduction in service delivery costs.
- Achieved an increase in employee retention by fostering a positive work environment and providing ongoing support and career development opportunities.
Microsoft Software Operations Specialist
Dicker Data
04.2015 - 07.2017
- Responsible for maintaining and building a strong buying client portfolio. Become their Trusted Advisor.
- Educate clients on multiple Tier 1 vendor offerings and market position such as Microsoft, to better enable the key decision makers in making business focused strategies that aligned with their business model.
- Engage vendor resources and leverage these relationships to best position vertical deliverables to my client base.
- Identify opportunities with client base to increase share of wallet, by not only deepening a current vendor stack, but also cross selling other strategic vendors to create stickiness within the customer.
- Uncover technology requirements and identify pain points within the client’s business, for the purposes of agreeing on a solution.
- Achievements
- Successfully recognised as a key and strategic contributor within the Asia Pacific region; by providing a compelling customer experience for two Global Customers (AECOM and Bechtel Group) when they both renewed their supplier agreement with our company.
- On completion of the 2nd quarter of the year I achieved 135% YTD target. This was achieved by educating clients on software licensing programs available to channel to minimize exposure to EU and risk to all companies. Grew the Software Licensing portion of my budget by 120% by diligent education of my channel clients.
- Productively recognised as a key and strategic contributor within the Asia Pacific region; by providing a compelling customer experience for DATA3, SoftwareOne and Microway.
Senior Account Manager/Business Development Manager
Amicroe Australia
02.2013 - 04.2015
- Account Management - Achievement of monthly and annual revenue and GPS targets.
- Plan and prospect for new business opportunities.
- Respond to new business opportunities and requests for tender.
- Develop and build a pipeline of prospects to achieve new business targets.
- Adhere to systematic call/meeting/close schedule.
- Cultivate strong relationships with those who influence and/or make decisions within prospective clients.
- Prepare and conduct presentations to, and negotiations with, prospective customers.
- Ensure all pricing submitted adheres to pricing strategy.
- Achievements
- Manage and consolidate approx 70 SME & Enterprise business accounts (5 – 500 seats)
- Maintain positive relationships with Vendors and Distributors
- Customer / Supplier / Vendor Liaison
- Attend Vendor Training Events, Roadshows & Product Launches/Updates
- Consult on and provision IT solutions for business IT infrastructure, Software Licensing, end-user hardware and engineering services (Implementation and Maintenance)
Education
Bachelor of Media and Communication - Media and Communications
University of New South Wales
01.2011
Diploma - Media and Communications - Media and Communications
Meadowbank TAFE NSW
01.2007
Skills
- Writing skills for email and chat support
- Conflict resolution
- Accuracy in data entry
- Encouraging customer satisfaction
- CRM software (Sales Force, SAP, Zoho, Zendesk,ShipStation)
- Sales expertise
- Microsoft Outlook & Teams and Excel
- Price quotes
- Customer retention
- Customer order management
- Account management
- Customer relationship management
- Complaint handling
- Good communication skills
- Business development
LANGUAGES
English
Persian
Timeline
Customer Service Specialist
COCA COLA EUROPACIFIC PARTNERS
11.2024 - Current
Customer Service Specialist
TruSystems
10.2023 - 08.2024
Customer Service Representative
Radium6
05.2020 - 08.2023
Customer Service Team Leader
TruSystems
08.2017 - 04.2020
Microsoft Software Operations Specialist
Dicker Data
04.2015 - 07.2017
Senior Account Manager/Business Development Manager
Amicroe Australia
02.2013 - 04.2015
Diploma - Media and Communications - Media and Communications
Meadowbank TAFE NSW
Bachelor of Media and Communication - Media and Communications
University of New South Wales
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