Rafedul Islam
Bankstown,NSW
Summary
IT focused professional bringing unparalleled skills in customer relations, task prioritization and time management. Looking for a permanent fulltime IT help desk /Administration support position to increase and broaden my technical support and communication skills. To seek and maintain a position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. attention to detail and ability to prioritise tasks in a fast-paced environment.
Overview
9
9
years of professional experience
Work History
Customer Service Support Officer
Australian Health Practitioner Regulation Agency (AHPRA)
2021.02 - Current
- Answering over 50 incoming calls and responds to web enquiries.
- Enhancing communication between team members by organizing regular meetings and fostering open dialogue.
- Maintaining strict adherence to regulations, minimizing risk exposure for organization.
- Delivering high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
- Contacting appropriate team members and escalate complex matters to higher authority for specific issue resolution.
- Educating health practitioner with their registration, renewal and application process and navigate them to correct platform.
- Resolving health practitioner payment issues and maintaining clients details using Genesys cloud, Salesforce, Trim etc system
- Responding to emergency calls from supervisors and communicated situation details to other officers.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
Customer Service Representative
Coles
2015.07 - 2023.11
- Provided primary customer support to internal and external customers in fast-paced environment.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
NBN Tech Support
Optus
2020.02 - 2021.02
- Troubleshoot customers NBN device to re-establish .connection with Wi-Fi.Inbound and outbound calling to customers.
- Provided support to set up Optus mail, Optus sports, fetch tv and applied changes on system.
- Participated in ongoing professional development opportunities to expand technical knowledge base.
- Resolved customers bill related inquiry.
- Communicated with internal department and external service partners to resolve customer issue.
- Worked as case manager for NBN Migration and fault
- Used Jarvis CRM (Salesforce), Pega platform, Helix (net cracker), NSI, NBN Co, Nexus, Alloc8 etc systems.
- Enhanced user experience by addressing and resolving technical issues promptly.
Junior Business Analyst
Gradability
2018.06 - 2018.09
- Improved business processes by identifying inefficiencies and proposing data-driven solutions.
- Provided support and solution to our office team as well as the students
- Do update and fix issues relate to student database and staff database and monitor RTO manager
- Created and improved intelligence resources to facilitate consistent flow of information
- Worked on Totora CRM, sugar CRM etc.
- Skilled at working independently and collaboratively in a team environment.
Education
Professional Year Program: Information Technology -
Performance Education, Sydney
Sydney, NSW07.2018
Bachelor of Science: Information Technology -
Central Queensland University
Sydney, NSW07.2017
Diploma of Software Development: Information Technology -
SCBIT
Sydney, NSW04.2014
Skills
- Excellent written and oral communication skills
- Time management
- Relationship Building
- Tech Savvy
- Complaint resolution
- Work Coordination
- Information Verification
- Interpersonal skills
- Decision making
- Team building
- Attention to detail
- Multitasking
- Problem solving
- Customer service
Accomplishments
- Resolved product issue through consumer testing
- Microsoft Teams proficiency
- Collaborated with team of 8 in the development of Salesforce.
- Documented and resolved system issue which led to positive outcome.
Languages
Bengali
Native or Bilingual
English
Full Professional
Hindi
Limited Working
Timeline
Customer Service Support Officer
Australian Health Practitioner Regulation Agency (AHPRA)
2021.02 - Current
NBN Tech Support
Optus
2020.02 - 2021.02
Junior Business Analyst
Gradability
2018.06 - 2018.09
Customer Service Representative
Coles
2015.07 - 2023.11
Professional Year Program: Information Technology -
Performance Education, Sydney
Bachelor of Science: Information Technology -
Central Queensland University
Diploma of Software Development: Information Technology -
SCBIT
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