Sadia Binte Ali

• Resolving diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Delivering an outstanding customer experience whilst also applying national processes and procedures
• Resolving complex inquiries through the analysis of complex customer accounts and make the necessary adjustments, including the recommendation of waiver of charges, by national procedures, delegations, and/or customer processes
• Remotely troubleshooting customers with issues regarding NBN, ADSL, or DOT connection
• Submitting service tickets for equipment maintenance requests or to send out technician on field via servicenow platform
• Remotely providing Email support for Telstra customer
• Handling 23-35 calls per day to address customer inquiries and concerns.
• Increasing customer satisfaction by resolving issues.
• Actively listening to customers, handling concerns quickly and escalating major issues to supervisor or correct department.
• Proven successful working within fast-paced atmosphere.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement and meeting KPIs.
• Maintaining excellent attendance record, consistently arriving to work on time.
• Demonstrating respect, friendliness and willingness to help wherever needed.

• Used POS system to process sales, returns, online orders and gift card activations.
• Helped customers complete purchases, locate items and join reward programs.
• Managed promotional in-store signage and displays and re-stocked merchandise from returns or dressing rooms.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Assisted customers with prompt and polite support in-person and via telephone.
• Answered product questions with up-to-date knowledge of sales and store promotions.
• Opened and closed store independently.

• Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
• Maintained stock levels of cups, lids, straws and condiments throughout shift.
• Supported and assisted team members in handling guest inquiries and requests and in resolving guest complaints.
• Delivered exceptional guest experiences through attentive service and quick response to issues.

• Helped customers complete purchases, locate items and join reward programs.
• Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
• Greeted customers and helped with product questions, selections and purchases.
• Used POS system to process sales, returns, online orders and gift card activations.
• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Issued receipts and processed refunds, credits or exchanges.
• Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

Client:Riverina RDA

Project: a new website to promote awareness of this organization and develop a food directory along with a communication plan

• After the internship, got called back to be a consultant to lead a group from behind
• Helped the team understand the project requirements and how to deal with the client
• Shared my experiences with the team to support them in any way needed
• Conducted client meetings with key stakeholders via Zoom
• Developed Project management skills
• Analyzed problematic areas to provide recommendations and solutions.
• Collaborated with teams to define, strategize and implement marketing and web strategies.
• Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
• Collected, arranged and input information into database system.

Client: Heart Treasures

Project: Develop a new website to promote awareness of Heart Treasure, a non-profit organization in Malaysia, and enable their artisans to sell their products anywhere in the world

• Researched on different CMS platforms that would be suitable to make an e-commerce platform and finally decided on using Shopify to make the website as requested by the client
• Created Low fidelity and High Fidelity design
• Worked on Shopify to develop a fully functional prototype e-commerce website (Launched no https://www.hearttreasures.asia/pages/about-us )
• Worked as a scribe to take meeting minutes during meetings with the client
• Helped in making the meeting agendas before client meetings
• Participated in weekly meetings with international clients via Zoom
• Learned to work remotely using Microsoft Teams
• Collaborated with 8 cross-disciplinary members to provide with a fully functional website outside the project scope
• Worked in an agile environment with regular standup.
• Prepared variety of different written communications, reports and documents.
• Exceeded goals through effective task prioritization and great work ethic.