SHAMSAD FARABI
Armstrong Creek,Australia
Summary
Dedicated management professional with expertise in operational governance and team development. Successfully led teams to deliver consistent service standards in high-pressure environments, optimizing resource allocation and addressing complex operational challenges. Committed to fostering a culture of accountability and collaboration to enhance organizational performance.
Overview
1
1
Certification
8
8
years of professional experience
Work History
CUSTOMER SERVICE SUPERVISOR
Hertz Australia Pty Ltd
Hobart, TAS
12.2023 - 03.2026
- Lead, train, mentor, and supervise staff to maintain operational readiness and service standards. Conduct formal annual performance reviews, including recommendations for pay progression and development planning.
- Supervised daily operations, ensuring consistent service delivery and business continuity across sites. Monitored operational performance and addressed issues promptly to minimize disruptions.
- Plan, develop, and manage staff rosters across multiple locations based on operational demand and performance targets. Adjust rosters to accommodate leave requests, unplanned absences, and operational changes while maintaining service coverage and cost control.
- Delivered conflict resolution and stakeholder support by providing prompt, evidence-based solutions to complex operational challenges while managing high-volume administrative tasks under tight deadlines and prioritizing resources to meet service level agreements (SLAs).
- Promoted a 'One Team' culture across multiple brands to support teamwork and accountability. Led daily team briefings and participated in management meetings to align priorities and performance outcomes.
- Manage fleet utilization and vehicle availability by monitoring demand patterns and operational requirements, making real-time adjustments to allocate resources efficiently and support uninterrupted service delivery.
CUSTOMER SERVICE REPRESENTATIVE
Hertz Australia Pty Ltd
Hobart, TAS
09.2022 - 12.2023
- Supported day-to-day operations by coordinating vehicle reservations, managing fleet logistics, and monitoring customer flow to ensure bookings were fulfilled accurately and on time.
- Worked effectively in a fast-paced, high-volume environment by prioritizing tasks, managing competing demands, and maintaining service standards during peak periods.
- Achieved strong sales results and consistently ranked among top performers for Value Added Services (VAS) and upselling metrics, contributing to branch revenue and performance targets.
- Maintained high-accuracy data entry and financial records within the CARS+ system, ensuring full compliance with audit requirements.
- Delivered high-quality customer service by addressing enquiries and resolving issues professionally, resulting in frequent positive customer feedback and formal recognition.
ADMIN OFFICER
VXL Migration & Education
Hobart, TAS
08.2021 - 09.2022
- Provided comprehensive administrative support to ensure the smooth and efficient running of daily office operations. Assisted with enquiries, prepared documentation, scheduled appointments, and supported routine office procedures. Mention 'Ensuring compliance with Department of Home Affairs guidelines and migration regulations.'
- Maintained accurate, confidential client records in both digital and hard-copy systems, ensuring data integrity, compliance with privacy requirements, and easy retrieval of information.
- Acted as a key administrative point of contact for students, staff, and external educational institutions. Managed follow-ups, coordinated information requests, and ensured timely and accurate processing of documentation.
- Supported front desk operations by welcoming clients, responding to enquiries, and directing requests appropriately. Contributed to a positive and collaborative team environment by assisting colleagues as needed.
CONCIERGE
Melbourne Inner City Management (MICM)
12.2017 - 05.2021
- Monitored building access control systems and common areas to enhance safety for residents, visitors, and staff.
- Proactively identified and reported OHS risks and incidents, and emergencies in line with established procedures and escalation protocols.
- Liaised with external security contractors and service providers to coordinate after-hours support and emergency roster coverage, ensuring continuous site security.
- Prepared detailed incident reports and maintained organized building management records to support compliance and effective follow-up.
- Assisted with staff induction, on-the-job training, and supervision of new team members to ensure understanding of site policies, procedures, and compliance standards.
Education
Master of Business - Accounting
Victoria University
Melbourne01-2020
Skills
- Customer Relationship Management
- Customer service training
- Stakeholder and Customer Management
- Staff performance
- Team Development
- Operational & Workforce Management
- Rostering & Scheduling
- Problem Solving & Decision Making
- Adaptability and Multitasking
Certification
- Hertz ACT Runner Up Award, TAS, 12/25
- Supervisor Accreditation Program, 12/25
- Management Essentials Training, 12/24
- Full Victorian Driver Licence
Timeline
CUSTOMER SERVICE SUPERVISOR
Hertz Australia Pty Ltd
12.2023 - 03.2026
CUSTOMER SERVICE REPRESENTATIVE
Hertz Australia Pty Ltd
09.2022 - 12.2023
ADMIN OFFICER
VXL Migration & Education
08.2021 - 09.2022
CONCIERGE
Melbourne Inner City Management (MICM)
12.2017 - 05.2021
Master of Business - Accounting
Victoria University