Summary

Overview

Work History

Education

Skills

References

Timeline

Sarmira-Neshem Sabanoska

Wollert,Australia

Summary

A people-hearted customer service professional with a genuine passion for helping others succeed. For the past three years, I've thrived at the heart of a major transportation hub, where I've built a deep understanding of operational procedures and the importance of clear, calm communication under pressure.

I've always been the colleague others approach for guidance, and I find my greatest satisfaction in mentoring new team members, patiently explaining processes, and seeing that moment when everything clicks. I am now eager to formally channel this passion into a role where I can empower new hires with the knowledge and confidence to provide the exceptional service our customers deserve.

Overview

years of professional experience

2016

years of post-secondary education

Work History

Customer Service Officer

V/Line

Melbourne, Victoria

07.2021 - Current

Deliver exceptional customer service by providing accurate information, resolving complex queries, and managing needs during service disruptions, ensuring a positive customer experience.
Serve as a key operational liaison, providing critical real-time information on service arrivals, departures, and issues to the Control Room and NCC to ensure network-wide efficiency and safety.
Act as an informal mentor and point of contact for new team members; provide guidance on station procedures, ticketing systems, and effective communication strategies to accelerate their proficiency.
Routinely model best-practice customer service interactions and safety protocols, becoming a trusted resource that colleagues approach for advice and clarification.
Proactively monitor cabin supplies and logistical needs, advising management to ensure adequate resourcing for all services.
Ensure customer safety and provide expert guidance at ticket barriers, supporting the seamless use of the New Ticketing System.

Retail Assistant

Aldi

Plenty, VIC

01.2016 - 01.2020

Trained and collaborated with team members to maintain high standards of stock replenishment and merchandising across the store, ensuring a seamless customer experience.
Demonstrated exceptional efficiency and process adherence in a high-volume, fast-paced environment, skills directly transferable to managing training schedules and operational timelines.
Mentored newer staff members on register operation, safety protocols, and customer service best practices, fostering a supportive and knowledgeable team environment.
Proactively identified and resolved potential hazards, demonstrating a strong sense of accountability and commitment to team safety—a core principle for any training role.
Recognised by management for clear, positive communication and reliability when liaising with team members and supervisors.

Sales Staff

Harris Scarfe

Epping, VIC

01.2014 - 01.2016

Developed expert product knowledge and mentoring skills by advising customers and demonstrating product features, forming the foundation for my customer service career.

Team Member

Hungry Jacks

Thomastown, VIC

01.2013 - 01.2014

Thrived in a high-pressure team environment, honing the efficiency and communication skills essential for operational roles.