Summary
Overview
Work History
Education
Skills
Timeline
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Suad Liban

Suad Liban

Perth,WA

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Telstra
Perth, WA
07.2023 - 10.2024
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Updated databases with new and modified customer data.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Collected deposits or payments and arranged for billing.
  • Promoted available products and services to customers during service, account management and order calls.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Mentored junior team members and managed employee relationships.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Strengthened customer retention by offering discount options.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Excelled in exceeding daily credit card application goals.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.

Night Shift Filler

Coles
Perth, WA
10.2022 - 04.2024
  • Assisted in unloading products and stocking shelves during night shifts.
  • Verified that product codes matched inventory records.
  • Ensured accuracy of product labels and expiration dates.
  • Inspected incoming shipments for damages or discrepancies.
  • Maintained cleanliness of store aisles and backroom areas.
  • Communicated with supervisors to ensure timely restocking of shelves.
  • Stocked merchandise on shelves according to company guidelines and standards.
  • Organized stockrooms, ensuring proper storage of items and materials.
  • Monitored customer flow in order to anticipate stock needs during peak hours.
  • Provided customers with assistance in locating requested items in the store.
  • Operated cash registers accurately to process customer transactions quickly.
  • Followed all safety protocols while operating machinery and equipment.
  • Performed daily cycle counts for accurate inventory tracking purposes.
  • Prepared orders for shipment by selecting, packing, loading, and labeling goods.
  • Utilized hand trucks, dollies, hoists, conveyors, or other handling equipment as needed.
  • Received payment from customers and issued correct change when necessary.
  • Processed returns and exchanges efficiently following established procedures.
  • Adhered to all policies regarding security, safety, attendance, punctuality.
  • Resolved customer complaints in a professional manner within designated timeframes.
  • Followed quality control protocols and set aside samples for analysis.
  • Evaluated materials, products, and packaging for accuracy against standards.
  • Utilized equipment according to guidelines to complete daily tasks.
  • Updated tracking software with processes, errors, and corrective actions.
  • Kept work areas clean, neat and organized for optimal productivity and worker safety.
  • Stocked shelves, racks, and bins with new or transferred merchandise.
  • Demonstrated great teamwork skills with staff members involved in production and transport.
  • Received and counted stock items, recording data manually or on computer for inventory purposes.
  • Set up advertising signs on shelves and counters to attract customers and promote sales.
  • Operated forklift and pallet jack to transport heavy loads.
  • Inspected merchandise for wear or defects, disposing of damaged items as instructed by supervisors.
  • Recommended disposal of obsolete stocks to write off unsellable items from inventory.
  • Stamped price tags on merchandise, referring to official price lists.
  • Stored and organized items in tool or supply rooms, allowing for easy retrieval.
  • Compared merchandise invoices to items actually received.
  • Printed accurate labels and applied to boxes, crates and containers prior to shipment.
  • Packed products into designated boxes, taking care to protect items from damage or shifting during transport.
  • Read orders to obtain item numbers and located merchandise in bins or on shelves.
  • Tracked outgoing orders to provide shipping status to customers.
  • Packaged items with appropriate materials to prevent damage during shipping.
  • Placed products on conveyors for final wrapping and shipment.
  • Read orders to verify attributes and quantities of merchandise.
  • Issued supplies, materials and products to team members based on information from requisitions.

Customer Sales Representative

Alinta Energy
Perth, WA
03.2021 - 02.2023
  • Assessed customer needs to recommend appropriate products or services.
  • Collaborated with other departments such as marketing, operations, and logistics to ensure successful delivery of products or services.
  • Identified new business opportunities through networking and cold calling.
  • Negotiated contracts with customers ensuring profitable deals for the company.
  • Monitored market trends and competitive activity to inform sales strategies.
  • Generated regular reports on sales performance metrics for management review.
  • Analyzed data from past campaigns to develop effective future strategies.
  • Attended weekly team meetings to discuss upcoming projects and challenges.
  • Answered customer inquiries regarding product features, availability, and pricing.
  • Demonstrated product capabilities and provided technical support to customers.
  • Developed relationships with existing customers through follow-up communications.
  • Resolved customer complaints in a timely manner while maintaining high levels of customer satisfaction.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Maintained comprehensive understanding of company offerings to drive consistent sales during routine service touches.
  • Coordinated in-store displays to match planograms and promote company offerings at and locations.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Identified customer needs by asking questions and advising on best solutions.
  • Greeted and assisted customers to foster positive experiences.
  • Maximized sales by keeping areas tidy, fully stocked and correctly priced.
  • Analyzed sales space capacities based on system parameters, securing high stock availability.
  • Conducted market research to identify selling possibilities and evaluate customer needs.

Hotel Front Desk Receptionist

Quest Apartments
Perth, WA
07.2017 - 02.2019
  • Greeted guests upon arrival, answered inquiries and provided information about hotel services.
  • Checked in guests using established procedures, verified guest identification and credit card information.
  • Processed payments for guest accounts, accepted cash or credit cards as payment.
  • Issued room keys to registered guests and ensured that all necessary documents were completed correctly.
  • Responded to customer complaints and addressed issues promptly and professionally.
  • Maintained accurate records of occupied rooms, reservations and cancellations.
  • Assisted with luggage storage and transportation when requested by guests.
  • Managed the switchboard, transferring calls and taking messages as required.
  • Coordinated daily operations including check-ins and check-outs, room assignments and special requests from customers.
  • Provided excellent customer service to ensure a positive experience for all hotel patrons.
  • Ensured front desk area was well stocked with supplies such as stationary and brochures at all times.
  • Handled incoming mail and faxes; distributed appropriately within the organization.
  • Processed group reservations according to standard operating procedures.
  • Monitored security cameras located in lobby areas to ensure safety of staff members and guests.
  • Prepared reports related to occupancy rates, revenue generated from room sales for management review.
  • Handled telephone inquiries regarding availability of rooms, prices, facilities, directing calls accordingly.
  • Assisted other departments in resolving customer issues quickly and efficiently whenever needed.
  • Adhered strictly to all established policies and procedures related to safety and security protocols.
  • Balanced end of day accounts receivable totals against system generated reports for accuracy.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
  • Assisted guests at check-in, providing information on various services within hotel.
  • Responded to inquiries and room requests made online, by phone, and via email.
  • Answered guest inquiries, recommending shopping, dining or entertainment.
  • Input and confirmed reservations for guests.
  • Computed bills, collected payments and made change for guests.
  • Issued room keys and escort instructions to bellhops.
  • Contacted housekeeping or maintenance staff to report room or building issues.
  • Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
  • Performed bookkeeping activities to balance accounts and conduct nightly audits.
  • Deposited guest valuables in hotel safes or safe-deposit boxes.

Education

High School Diploma -

Australian Islamic College
Perth
11-2017

Certificate in Nursing Studies

Goldfields Insitute
West Kalgoorlie, WA
01-2017

Skills

  • Consultative Sales
  • Paperwork Processing
  • Appointment Scheduling
  • Complaint resolution
  • Data Entry
  • Call Management
  • In-store support
  • Positive and professional
  • Problem Resolution
  • Office equipment proficiency
  • Microsoft Excel
  • Service Upselling
  • Building rapport
  • Professional telephone demeanor
  • Customer Service
  • Staff Training
  • Problem-solving abilities
  • Technical Support
  • Complaint Handling
  • Conflict Mediation

Timeline

Customer Service Representative

Telstra
07.2023 - 10.2024

Night Shift Filler

Coles
10.2022 - 04.2024

Customer Sales Representative

Alinta Energy
03.2021 - 02.2023

Hotel Front Desk Receptionist

Quest Apartments
07.2017 - 02.2019

High School Diploma -

Australian Islamic College

Certificate in Nursing Studies

Goldfields Insitute

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Suad Liban