Refat Abedin
Kellyville
Summary
I am committed to ensuring customer satisfaction by providing exceptional service, resolving critical and complex cases through unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Driven by a passion for enhancing customer experiences, I leverage my problem-solving abilities and customer service expertise to achieve outstanding results.
Overview
9
9
years of professional experience
Work History
Complex Customer Service Specialist
Telstra Group
05.2022 - 05.2024
- Utilize exceptional customer skills combined with comprehensive product and process knowledge to enhance the customer experience.
- Serve as a key interface within Telstra to ensure effective service delivery and resolution of customer issues.
- Directly contribute to customer retention and growth by providing high-quality support and solutions.
- Engage with customers to understand their needs and resolve complex service issues promptly and effectively.
- Collaborate with internal teams to ensure seamless service delivery and continuous improvement of customer satisfaction.
- Proactively identify opportunities for process improvement to enhance the overall customer experience.
- Maintain up-to-date knowledge of Telstra’s products, services, and processes to provide accurate and timely information to customers.
- Ensure all customer interactions are handled professionally, adhering to Telstra's standards and policies.
Operation Manager
Solar Run Holsworthy Pty Ltd
10.2019 - 05.2022
- Oversee Customer Service Operations through ensuring high-quality support for all customer inquiries and issues.
- Build and maintain strong relationships with customers, addressing their concerns and ensuring their satisfaction.
- Monitor and analyze customer feedback to identify trends and areas for improvement.
- Ensure timely and accurate resolution of customer issues, maintaining high standards of service delivery
- Maintain comprehensive knowledge of the company’s solar products and services to provide accurate information to customers.
Assistant Store Manager
Vodafone Australia
05.2016 - 10.2019
- Support the Store Manager in achieving sales targets and KPIs.
- Motivate and guide the sales team to meet and exceed sales goals.
- Implement and monitor sales strategies to maximize store performance.
- Conduct regular team meetings to communicate store goals, updates, and promotions.
- Foster a positive and collaborative work environment.
- Conduct regular stock checks and audits to maintain inventory accuracy.
- Assist in the day-to-day operations of the store, ensuring smooth and efficient functioning.
- Maintain store cleanliness, organization, and visual merchandising standards.
- Ensure compliance with company policies and procedures.
Retail Store Associate
Vodafone Australia
02.2015 - 05.2016
- Contribute to the achievement of sales targets, by maintaining an exceptional level of customer satisfaction in a professional sales environment with a positive atmosphere
- Maximize sales opportunities at all times through the provision of extraordinary levels of customer service.
- Ensure store and individual targets are met on a regular basis.
- Provide support for administrative processes including daily banking and POS
Education
Master of Arts - Accounting
Charles Sturt University
Sydney, NSW12.2015
BBA - Finance And Accounting
North South University
Bangladesh12.2010
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Excellent written and oral communication
- Telephone Etiquette
- Problem-solving abilities
- Computer Proficiency
- Building rapport
- Call center experience
- Customer Relationship Management (CRM)
- Active Listening
- Customer Education
- Team Development
Timeline
Complex Customer Service Specialist
Telstra Group
05.2022 - 05.2024
Operation Manager
Solar Run Holsworthy Pty Ltd
10.2019 - 05.2022
Assistant Store Manager
Vodafone Australia
05.2016 - 10.2019
Retail Store Associate
Vodafone Australia
02.2015 - 05.2016
Master of Arts - Accounting
Charles Sturt University
BBA - Finance And Accounting
North South University
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