Sana Imran
Toowoomba,QLD
Summary
Dynamic professional with a proven track record of high quality customer service, adept in customer account management and problem-solving. Excelled in building customer trust and loyalty, enhancing team performance, consistently upholding a positive attitude. Skilled in Microsoft Office and known for an upbeat and positive personality, consistently achieving branch targets and fostering meaningful relationships.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Member Experience Officer,
Heritage Peoples Choice Bank Limited
Toowoomba , Queensland
07.2022 - Current
- Lead crisis management efforts to resolve issues promptly and efficiently. in regular meetings with upper management regarding progress updates on current initiatives.
- Provide guidance to team members on how to effectively complete tasks within established timelines.
- Work effectively with clients to assist them with the approval of their personal loans.
- Work within legislative requirements to carry out procedures requiring Power of Attorney, wills, and probational documents.
- Work with deceased estate banking accounts.
- Serve multiple Public Trustee account users on a daily basis, while carefully ensuring that all regulations are followed.
- Ensure customers' financial well-being is protected as a first priority.
- Ensure protective policies that avoid financial abuse.
- Consistently exceed branch KPI and target requirements.
- Ensure customer satisfaction to the highest level.
- Analyze market trends to inform business decisions and strategies.
- Respond promptly to customer inquiries or complaints in a polite manner.
- Supervise subordinate staff in carrying out daily duties and activities.
Associate Dispenser
Luxottica
Towoomba, QLD
10.2020 - Current
- Collected customer measurements such as bridge, eye size, temple length, seg heights, vertex distance, pupillary distance, and pantoscopic tilt.
- Sold and recommended eyewear products, merchandise, and services in retail and clinical settings in order to drive company revenue and meet customer needs.
- Assisted patients and customers with the choice of frames to best fit budgetary requirements and style preferences.
- Scheduled appointments, verified insurance coverage, maintained accurate patient records and assisted with preliminary testing.
- Inspected finished eyeglasses to conform to company's quality check process and verified proper fit to customer satisfaction.
- Stocked and restocked merchandise, maintained inventory, cleaned and straightened displays and entire store and processed defective, spoiled and cannibalized frames.
- Instructed patients on insertion, removal, cleaning, care and proper handling of contact lenses.
- Telephoned appointment-holders on day before to confirm times, contacted no-shows, obtained insurance pre-authorization and notified patients upon eyewear availability.
- Performed diagnostic evaluations, measured and documented vision, tested eye function and prepared examination rooms.
- Repaired and adjusted frames to meet customer needs.
Senior Store Manager
Subway
Toowoomba, QLD
02.2019 - 11.2021
- Reviewed inventory and sales records to prepare reports for management and budget departments.
- Reviewed employee performance and delivered constructive feedback to improve performance.
- Planned incentive programs to maximize employee performance.
- Maintained retail store presentation by overseeing merchandise replenishment, customer courtesy and inquiry response.
- Trained, managed and motivated employees to promote professional skill development.
- Motivated employees to share ideas and feedback.
- Provided leadership to 15 employees through coaching, feedback and performance management.
- Formed and sustained strategic relationships with clients.
- Monitored progress by establishing plans, budgets and measuring results.
Sandwich Artist
Subway
Toowoomba, QLD
10.2014 - 11.2021
- Kept customer and food preparation areas clean and well-organized.
- Delivered superior customer service focused on quality and meeting customer needs.
- Completed opening, closing and shift change tasks by following company guidelines.
- Communicated with customer to provide menu offering details and assist with decision-making.
- Used POS system and cash register to receive payments by cash, check, credit card and voucher.
- Took over a senior role at a very young age and had full control over a bust store whilst the managers were not there
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
Education
High School Diploma -
Centenary Heights State High School
Toowoomba 06.2015
Bachelor of Arts - International Relations And Business And Commerce
University of Southern Queensland
ToowoombaSkills
- Customer Service
- Problem-Solving
- Analytical Thinking
- People Skills
- Microsoft Office
- Data Management
- Customer Account Management
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Negation Skills
- Needs Assessment
- Building Customer Trust and Loyalty
- Team-Oriented and Cooperative
- Establishing and Maintaining Customer Relationships
- Teamwork and Collaboration
- Cultural Awareness and Sensitivity
- Exceeding target expectations consistently
Certification
- Business Administration, auora - 2015
- Cert III in Hospitality, Auora - 2015
references
- Patrick Donald (Regional Manager Luxotica)
0437 315 799
- Chloe Burke (Supervisor/ fraud analyst Heritage bank)
0455 906 909
Timeline
Member Experience Officer,
Heritage Peoples Choice Bank Limited
07.2022 - Current
Associate Dispenser
Luxottica
10.2020 - Current
Senior Store Manager
Subway
02.2019 - 11.2021
Sandwich Artist
Subway
10.2014 - 11.2021
High School Diploma -
Centenary Heights State High School
Bachelor of Arts - International Relations And Business And Commerce
University of Southern Queensland
- Business Administration, auora - 2015
- Cert III in Hospitality, Auora - 2015
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