Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Rihanna Mohamed

Melbourne,VIC

Summary

Experienced professional with a strong background in customer support. Adept at efficiently handling inquiries and resolving issues. Demonstrates a track record of building robust customer relationships and consistently maintaining high levels of satisfaction. Proven expertise in effective communication and problem-solving, ensuring seamless interactions and successful resolutions.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Transport Accident Allocation Customer Agent

Probe CX
12.2021 - Current
  • Responsible for the efficient management of daily operations pertaining to vehicle accidents and tow truck dispatch, including overseeing staff
  • Ensuring adherence to regulatory protocols and delivering exceptional customer service.
  • Tasked with promptly and accurately recording the precise accident location provided by vehicle owners into the Salesforce system, in conjunction with PureCloud handling the inbound call, to facilitate efficient allocation of towing companies.
  • Responsible for analysing data patterns to enhance tow truck allocation strategies and overall performance in the towing service.
  • Collaborating with team members to ensure seamless communication and coordination in relaying location information to tow truck company personnel or drivers to streamline operations and uphold safety standards on the roads.

Target Online Customer Support Consultant

Probe CX
09.2021 - 12.2021
  • Managed over 50 inbound call centre inquiries daily, providing prompt and efficient customer service.
  • Assisted customers with order inquiries, utilizing the job system to search order numbers and provide detailed updates on order status.
  • Coordinated with courier services such as Australia Post to check delivery status, provide estimated delivery times, and redirect parcels to new locations as requested.
  • Addressed stock inquiries by using the Target website to check product availability and inform customers of stock levels.
  • Ensured customer satisfaction by resolving issues promptly and accurately, maintaining a high level of professionalism and courtesy.
  • Documented and updated customer interactions and transactions, ensuring accurate record-keeping and reporting

Room Control Volunteer

AHRI
08.2018 - 09.2018
  • Usher delegates into Melbourne Convention and Exhibition Centre session rooms
  • Scan delegate name badges on entry to session rooms
  • Manage traffic flow of people & keep them moving towards the front of the room
  • Monitor delegate numbers within the concurrent session rooms
  • Close the doors when sessions have commenced or are full
  • Assist with Q&A roaming mics if required
  • Assist late-comers into the session rooms and find available seating or standing room

Education

Bachelor of Science - Biomedical Science

Monash University Clayton Campus

Skills

  • Customer complaint resolution
  • real-time chat assistance
  • Salesforce platform expertise
  • Genesys PureCloud expertise
  • Oracle database management
  • Efficient data input
  • Email management
  • Efficient order processing
  • Team collaboration
  • Call center operations
  • Multi-line phone talent
  • Event access control
  • Rapid response coordination
  • Map navigation expertise

Certification

  • Certificate in First Aid Training and Mental Health, 12/01/21
  • Victorian Driver's License

Languages

Turkish
Limited Working

Timeline

Transport Accident Allocation Customer Agent

Probe CX
12.2021 - Current

Target Online Customer Support Consultant

Probe CX
09.2021 - 12.2021

Room Control Volunteer

AHRI
08.2018 - 09.2018

Bachelor of Science - Biomedical Science

Monash University Clayton Campus

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Rihanna Mohamed