SUZANA AL QAS ELIAS
Summary
A skilled communicator excellent at fostering customer satisfaction and building lasting relationships. I have a deep understanding of client needs, excelling in issue resolution, and efficiently managing inquiries. Committed to delivering exceptional customer experiences and achieving positive outcomes. Proficient in social media trends and engagement strategies. Possessing foundational knowledge of social media platforms, analytics tools, content creation, and digital communication to drive brand awareness through innovative campaigns.
Overview
4
4
years of professional experience
Work History
Freelance Social Media & Customer Relations Manager
Seaford Fish & Chips
09.2022 - 12.2024
- Content Creation: Produced engaging TikTok videos and visual content, resulting in increased brand recognition and customer engagement
- Customer Service: Managed all email inquiries, reservations, and promotions with prompt, professional responses
- Online Reputation Management: Monitored and responded to customer reviews across Google, Yelp, and social platforms
- Campaign Development: Created targeted social media campaigns driving customer engagement and in-store visits
- Analytics & Reporting: Analyzed engagement metrics to refine marketing strategies and improve ROI
Fraud Detection Officer
ANZ Banking Group Ltd
08.2023 - 11.2024
- Risk Assessment: Monitored customer accounts and flagged suspicious transactions to prevent fraudulent activities
- Customer Support: Assisted fraud victims with issue resolution and educated customers on security best practices
- System Enhancement: Contributed to fraud detection system improvements through data analysis and risk evaluation
- Investigation & Reporting: Conducted thorough investigations into financial fraud and prepared detailed compliance reports
- Policy Compliance: Ensured adherence to institutional policies, regulations, and compliance standards
Settlements Officer
ANZ Banking Group Ltd
05.2022 - 08.2023
- Documentation Management: Coordinated with solicitors and brokers to prepare loan and mortgage documentation
- Quality Assurance: Verified settlement statements and contract details for accuracy and policy compliance
- Stakeholder Coordination: Organized settlements with internal and external business partners and financial institutions
- Data Management: Ensured timely and accurate data entry and information management
- Process Improvement: Provided management feedback on process effectiveness and suggested improvements
Practice Manager Assistant
Parkhill Medical Centre
01.2021 - 04.2022
- Patient Communication: Maintained compassionate communication while ensuring confidentiality
- Team Support: Improved workflow efficiency and provided guidance to staff members
- Administrative Excellence: Managed schedules, records, and resource planning
- Compliance Management: Enhanced patient care protocols and response times
- Training & Development: Mentored new hires and updated operational procedures
Education
Bachelor of Media & Communication - Advertising
Swinburne University
07.2025
Certificate of Distinguished Completion - Digital Young Leader's Exchange Program (DYLEP)
World Learning - Stevens Initiative
Skills
- Strong work ethic
- Workload management
- Attention to detail
- Customer service
- Problem-solving
- Strategic thinking
- Decision-making
- Customer relations
- Team management
- Data entry
- Customer relationship management
- Cultural sensitivity
- Social media marketing
- Social media strategy
- Social media posting
- Written and verbal communication
- Video editing
- Content scheduling
- Hashtag research
- Work coordination
- Negotiation expertise
- Influencing others
Languages
English
Arabic
Neo-Aramaic
Kurdish
Achievements Recognition
- Nominated for Kudos Awards, ANZ Banking Group, Customer Service Excellence
- Leadership Styles Certificate, ANZ Banking Group, 2022-07-01
- Communicating with Communities Certificate, UN Women
- Gender Equality Certificate, UN Women
Timeline
Fraud Detection Officer
ANZ Banking Group Ltd
08.2023 - 11.2024
Freelance Social Media & Customer Relations Manager
Seaford Fish & Chips
09.2022 - 12.2024
Settlements Officer
ANZ Banking Group Ltd
05.2022 - 08.2023
Practice Manager Assistant
Parkhill Medical Centre
01.2021 - 04.2022
Bachelor of Media & Communication - Advertising
Swinburne University
Certificate of Distinguished Completion - Digital Young Leader's Exchange Program (DYLEP)
World Learning - Stevens Initiative
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