SABAHAT PATEL

• Quality & Compliance Standards: Consistently achieve and maintain required Quality KPIs across phone and email streams by strictly applying Knowledge Articles (KAs) and standard operating procedures.
• Shift Adaptability & Focus Areas: Currently working 7:45 am to 3:45 pm shifts focused on processing email streams and completing detailed project remediation work. Experienced in 12:00 pm to 8:00 pm shifts managing specialised Fraud and Provider queues, as well as handling a diverse range of simple to complex inbound enquiries across other contact centre queues.
• Email Queue Processing: Efficiently manage and process written email queues, accurately resolving diverse participant, provider, and stakeholder enquiries.
• GDM Remediation & Record Auditing: Review legal documentation and cross-check records across PACE and SAP CRM to perform accurate updates, resolve discrepancies, and maintain data integrity.
• Audit-Ready Documentation: Maintain thorough, detailed, and audit-ready case notes and activity logs across PACE and SAP CRM systems for complete traceability and regulatory compliance.
• Knowledge Sharing & Team Engagement: Actively share updated process insights, KA changes, and quality tips with team members to foster a culture of compliance and continuous learning.
• Information & Training : Regularly monitor internal communication channels—including the Bulletin Board, Week in Focus, and Quality Tips—to stay updated on policy changes, and consistently complete all mandatory training modules on schedule.
• Verification & Risk Management: Complete mandatory VOI checks, identify and resolve data discrepancies, maintain accurate records, and follow appropriate escalation pathways when handling sensitive or complex enquiries.
• Team & Service Support: Share knowledge and information with colleagues to support learning, improve understanding and achieve better outcomes as a team.

• Managed a wide range of banking enquiries, providing accurate and timely customer support.
• Provided culturally sensitive service, including support for First Nations customers.
• Resolved digital banking issues involving NetBank, NetCode, CommBank App and digital wallets.
• Assisted customers with IMTs, BPAY, fund transfers and password resets.
• Managed disputes involving scams, unauthorised transactions and payment errors.
• Secured compromised accounts by locking profiles, cancelling cards and escalating high-risk matters to Scam & Fraud teams.
• Conducted risk assessments and followed strict verification and compliance procedures when managing transfer limits and transactions.
• Upskilled across Card Services, Disputes and Travel Money Cards and was selected for the Safe Digital Team.
• Supported new staff through buddying and mentoring during customer calls.
• Maintained high-quality customer service in a fast-paced, high-volume contact centre environment.

• Helped the Australian community quit smoking through face-to-face support and expert guidance on vaping products and advice at the store.
• Demonstrated excellent communication skills by efficiently handling customer enquiries, resolving complaints, and processing refunds in-store, via phone, email, Facebook, and online chat platforms such as “On the Live” and Help Scout for both soulblu.com and soulblunz.com.
• Managed and updated backend operations for soulblu.com.au and soulblunz.com using WordPress and Magento platforms, including writing product descriptions and editing product images and Adobe Photoshop.
• Consistently drove sales of vaping products through exceptional customer service, resulting in increased customer satisfaction and loyalty.
• Applied strong attention to detail to identify trending products and research new, reliable suppliers accordingly.
• Oversaw daily store operations, including stock monitoring, front-of-store replenishment, and picking and packing online orders for dispatch.
• Gained hands-on experience with managing business eBay accounts, supporting product listings and orders for E-liquids Australia and Bucket list Creations.

Achievement: Played a key role in maintaining a high customer satisfaction rating, contributing to the store achieving 4.8 out of 5 stars on Google Reviews.

• Greeting guests warmly with a smile and providing friendly, efficient service.

• Taking food and beverage orders accurately and delivering them promptly across retail kiosks, beverage bars, and food counters.

• Operating POS terminals and handling EFTPOS transactions with confidence.

• Serving food and alcoholic beverages (requires Responsible Service of Alcohol (RSA) certification).

• Maintaining high standards of cleanliness, hygiene, and food safety protocols at all times.

• Recommending menu items and upselling when appropriate to enhance guest experience.

• Supporting stock replenishment, setup and pack-down of outlets before and after events.

• Working collaboratively as part of a large, fast-moving team under busy, high-pressure conditions typical of major sporting or entertainment events.

• Handling cash and maintaining professionalism throughout service rushes.

• Being available for flexible working hours including evenings, weekends, holidays, and busy event days.

• Safely stored employee personal belongings during shifts using an organised number tag system.
• Prepared and arranged uniforms by department and size, ensuring all garments were neatly ironed and presentable.
• Conducted grooming checks to ensure all employees adhered to company standards, including proper hairstyle, name badges, and polished footwear.
• Maintained accurate records of employee check-in and check-out times to support event operations and security compliance.

• Delivered exceptional customer service by promptly responding to local & international customer enquiries via email, instant messaging, phone, and in-person interactions.
• Built and maintained strong relationships with external stakeholders, including suppliers, to source a wide variety of jewellery products.
• Negotiated and finalized both retail and wholesale orders, contributing to successful sales outcomes.
• Handled key administrative responsibilities such as cash handling, purchase and sales tracking, inventory management, preparation of financial reports.
• Managed online operations by linking payment gateways (CC Avenue and PayPal) to the website and edited/uploaded product images using Adobe Photoshop and MS Paint.
• Achievement: Successfully collaborated with IndiaMart.com, the largest online B2b marketplace, organizing business setup and listings – enabling the company to connect with global buyers through product directories, trade shows, and online marketing platforms.