SARAF ANJUM
North Ryde,Australia
Summary
Dynamic and results-driven professional with an extensive background in customer insights, regulatory compliance, and stakeholder collaboration within the telecommunications sector. Proficient in designing, implementing, and optimizing customer-focused campaigns across inbound and outbound channels. Skilled in leveraging advanced analytics tools to extract actionable insights that drive measurable business outcomes.Demonstrated ability to manage multiple high-priority initiatives under pressure, with a proven commitment to customer experience excellence, and organizational goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Specialist Care Lead
Optus Australia
04.2024 - Current
- Provide personalized assistance and support to vulnerable customers, including but not limited to, customers experiencing domestic/family abuse, elderly customers, and customers with special needs, by actively listening, understanding their unique situations,and offering appropriate solutions.
- Actively participate in ongoing training and development to stay updated on best practices in supporting vulnerable customers and service delivery improvement.
- Identify underlying operational issues that prevent effective solutions and articulate them to the leadership team in real-time.
- Make recommendations for changes or actions based on root cause analysis to improve future solutions.
- Complete regular reporting to track any relevant trends, resolutions, and areas for improvement.
Customer Resolution Expert
Optus Australia
06.2023 - 04.2024
- Handle and address complaints from Optus customers across various communication channels, including internal referrals, voice calls, web forms, Messenger, emails, digital cases, and written correspondence.
- Investigate responses thoroughly and accurately, ensuring compliance with relevant regulations and laws while offering cost-effective and innovative solutions.
- Address complex complaints that require in-depth investigation, leveraging internal knowledge and contacts for swift resolutions.
- Collaborate with stakeholders to develop effective solutions through research and problem-solving, demonstrating customer-centric behaviors.
- Address fraud and privacy-related issue through a comprehensive investigation.
- Additionally, efficiently manage complaints related to Telecommunications Industry Ombudsman.
- Identify root causes of complaints to reduce overall volumes and improve customer experience.
- Assist customers in financial hardship by establishing feasible payment plans.
- Manage CSG claims for Fixed network technologies efficiently, applying company rules and policies while minimizing payment volumes.
- Utilize advanced problem-solving skills in a collaborative work environment to meet key performance indicators related to customer experience and complaint management.
Retention Specialist
Optus Australia
04.2022 - 05.2023
- Attended High volumes of regular inbound and outbound calls and helped them resolved their issues alongside doing thorough health check on their accounts to provide better solutions on services.
- Fulfilled monthly KPIs by delivering maximum sales output followed by outstanding NPS.
- Achieved over 150% sales target and over 75 average NPS within last 6 month.
- Helped CVM team to identify what ticks for the customers in finding the best offers and resolutions for business growth.
- Evaluated the effectiveness of different strategic planning for preventing churn.
- Implemented targeted marketing campaigns and personalized retention offers based on the insights from the data analysis.
- Effectively used different software, juggled through multiple screens, performed screen monitoring to complete terms & conditions, created entries for records, raised tickets for resolution and followed up with individuals accordingly.
- Continued to refine and optimize the approach based on ongoing data analysis and feedback from customers.
- Continuously worked as a subject-matter expert to train new hires.
Telesales consultant
Optus Australia
07.2021 - 04.2022
- Closing sales and achieving sales targets alongside building relationships with customers to understand their needs and provide solutions.
- Following up with customers to ensure satisfaction and repeat business.
- Kept up to date with product knowledge and industry trends.
- Reporting on sales performance and identifying areas for improvement.
Retail Consultant
Telstra Australia
03.2021 - 07.2021
- Quickly resolved customer issues by providing step-by-step instructions and troubleshooting techniques for both Android and iOS devices.
- Maintained a high level of customer satisfaction by ensuring prompt and effective resolution of their concerns.
- Met and exceeded sales targets by actively engaging customers and recommending additional products or services that could benefit them.
- Regularly followed up with customers to ensure their devices were working properly and to address any additional questions or concerns they may have had.
- Consistently received positive feedback from customers, which helped to build a strong reputation for excellent customer service.
- Continuously sought ways to improve and enhance the customer experience by staying updated on the latest technology trends and developments.
Professional Sales Specialist
David Jones Australia
09.2019 - 07.2021
- Effectively communicated with customers to understand their needs and provide them with the best possible service, which helped to reach our weekly sales targets.
- In addition to interacting with customers, I also took on responsibilities such as managing stock levels, assisting with online click and collect orders, conducting regular stock takes, and ensuring smooth floor management.
- Handled tasks such as overseeing the team in the absence of managers, ensuring that all operations ran smoothly and efficiently.
- Educated people on the benefits and features of the DJ AMEX card which resulted in high number of cards activations.
- Highlighted the exclusive perks such as VIP access to events, cashback rewards, and travel benefits.
Education
Master of Engineering - Telecommunications and Networking
Macquarie University
06.2020
Bachelor of Science - Electrical and Electronic Engineering
North South University
12.2017
Skills
- Data analysis: Proficient in analyzing data to drive decision-making, and improve customer experiences
- Campaign analytics and customer insights: expertise in data-driven decision-making, ensuring campaigns align with strategic objectives
- Customer Journey Mapping: Skilled in communication, mapping customer journeys to enhance service delivery
- Tools &t Platforms: Proficient in SQL, Tableau,Google analytics, power Bi
- Stakeholder collaboration: Skilled in engaging cross-functional teams to meet project goals and deliver value
- Regulatory Compliance: Adept at ensuring campaign adherence to Australian privacy and regulatory standards
- Strategic Planning and Decisioning: Ability to translate business challenges into actionable strategies
- Problem Solving & Process Improvement: Focused on driving efficiency and delivering impactful business outcomes
Certification
- Business Analytics and Visualization, RMIT University
- SQL for data analysis, LinkedIn
- Ultimate Product Owner Certification Trainin, Udemy
- Managing for Operational Excellence, Skillsoft
- Agile Foundations, LinkedIn
Awards
- Cum Laude Award, BSc in Electrical & Electronic Engineering 2017
- Optus Q3 Momentum Winner, Top Retention & Sales Agent Oct-Dec 2022
- Pacesetters Optus 2022-2023, Nominated for Top Retention & Sales Agent
Languages
- English, Fluent
- Bengali, Native
References
References available upon request.
Timeline
Specialist Care Lead
Optus Australia
04.2024 - Current
Customer Resolution Expert
Optus Australia
06.2023 - 04.2024
Retention Specialist
Optus Australia
04.2022 - 05.2023
Telesales consultant
Optus Australia
07.2021 - 04.2022
Retail Consultant
Telstra Australia
03.2021 - 07.2021
Professional Sales Specialist
David Jones Australia
09.2019 - 07.2021
Master of Engineering - Telecommunications and Networking
Macquarie University
Bachelor of Science - Electrical and Electronic Engineering
North South University
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