SOMANIA NUR MAHAL
Mawson Lakes,SA
Summary
Dedicated and customer-focused professional with a proven track record of providing outstanding customer service. Possessing excellent communication and interpersonal skills, I am adept at resolving inquiries, complaints, and issues promptly and effectively. skilled in converting leads into customers, keeping accounts serviced, and maintaining competitive sales numbers. A proactive problem-solver, I am proficient in handling high-volume calls and managing complex situations with poise. I am seeking to leverage my experience and passion for customer service to contribute positively to a dynamic team and deliver exceptional experiences for clients.
Overview
6
6
years of professional experience
Work History
Lead Retail Consultant
Telstra
Adelaide, South Australia
09.2023 - Current
- Identified customer needs and provided personalized solutions.
- Resolved customer complaints in a timely manner with a focus on satisfaction.
- Ensured compliance with company policies and procedures at all times.
- Conducted regular audits of merchandise displays to ensure accurate stocking of shelves.
- Assisted customers with product selection decisions based on their individual needs.
- Provided different tech support
- Prioritized and organized tasks to efficiently accomplish service goals.
Customer Sales Associate
Optus
Adelaide, South Australia
06.2022 - 09.2023
- Explained company offerings to promote products and services to clients.
- Determined customer needs by asking questions and offering targeted options.
- Built customer loyalty by placing follow-up calls to customers reporting product issues.
- Stocked and rotated merchandise following visual merchandising requirements, direction, pricing and standards.
- Opened new accounts and pursued sales by sharing price, credit terms, sales contracts, rewards and installation schedules.
- Researched information to identify and address customer problems.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
Software Engineer
MGH group
Dhaka, Bangladesh
08.2018 - 01.2022
- Key part in project management of travel tech solution
- System analysis and defining system scope
- Built and monitored Reservation Management System, Revenue Management System and Channel management systems.
- Collaborated with agile development team to test, develop and maintain web- and desktop-based software applications
- Closely worked and monitored customer support system
- Created proof-of-concept prototype applications for demonstration and evaluation purposes
- Collaborated with product and engineering team members to define and develop new product concepts
- Handled continuous project monitoring and management by developing forecasts, tracking expenses and approving payments
- Built strong community relations with subcontractors and vendors to optimize cost savings and complete timely preconstruction
- Worked with backend personnel to design structures and processes optimized for product parameters.
Junior Software Engineer
Welldev Bangladesh Ltd
Dhaka, Bangladesh
01.2018 - 08.2018
- Ruby Programming
- Worked in API team
- Build soap and rest API
- Test driven development Implementation
- Key part in Agile project management
- Participated in team meetings and provided input on deadlines, designs and enhancements
- Participated in daily Scrum meetings to update on project progress
- Tested software to alleviate bugs and troubleshoot issues prior to going live
- Modified existing software systems to enhance performance and add new features
- Implemented and tested enhancement feature requests to improve product functionality and extend performance
- Communicated with and gathered feedback from customers about progress updates and worked to resolve specific concerns
- Tested and troubleshot application and documented issue resolutions for development team.
Education
Master of Science - Data Science
University of South Australia
08.2023
Master of Science - Software Engineering
Independent University
12.2021
Bachelor of Computer Science & Engineering - Computer Science
BRAC University
01.2018
Skills
- Upselling and Cross-Selling
- Opening and Closing Procedures
- Stock Management
- Organizational Skills
- Problem Resolution
- Computer Skills
- MS Excel
- Data Management
- Inbound and Outbound Calling
- MS Office Proficiency
- POS Systems and Ordering Platforms
- Order and Refund Processing
- CRM Software
- Customer Retention Strategies
- De-escalation Techniques
- Multitasking and Prioritization
- Call Documentation
- Issue and Complaint Resolution
- Software Troubleshooting
References
Will be provided on request
Timeline
Lead Retail Consultant
Telstra
09.2023 - Current
Customer Sales Associate
Optus
06.2022 - 09.2023
Software Engineer
MGH group
08.2018 - 01.2022
Junior Software Engineer
Welldev Bangladesh Ltd
01.2018 - 08.2018
Master of Science - Data Science
University of South Australia
Master of Science - Software Engineering
Independent University
Bachelor of Computer Science & Engineering - Computer Science
BRAC University
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