Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Tahera Hashimi

Melbourne,VIC

Summary

Proven problem-solver and relationship builder, I leveraged CRM software and interpersonal skills to enhance customer satisfaction at TSA-NRMA Insurance. Achieved significant improvements in call center operations, demonstrating a keen ability to multitask and make quick decisions. My background spans childcare education to retail, underscoring a versatile and goal-oriented approach to exceeding employer expectations. Resourceful Call Agent known for high productivity and efficient task completion. Skilled in customer service, conflict resolution, and data entry, ensuring smooth communication and problem-solving. Excel at active listening, empathy, and adaptability, contributing to positive customer experiences and maintaining calm under pressure.

Overview

7
7
years of professional experience

Work History

Call Agent

TSA- NRMA INSURANCE
Melbourne , VIC
03.2022 - Current
  • Managed multiple tasks simultaneously while meeting tight deadlines.
  • Documented processes for handling different types of customer inquiries.
  • Monitored daily performance metrics of call agents against established goals.
  • Audited customer account information to identify issues and develop solutions.
  • Provided customer service support for incoming calls and emails.
  • Resolved customer issues using problem-solving skills.
  • Educated customers on product features and benefits.
  • Recommended additional products or services based on customer needs.
  • Conducted follow-up calls to ensure customer satisfaction.
  • Identified opportunities to improve existing processes related to call center operations.
  • Escalated complex customer inquiries to appropriate personnel when necessary.
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Responded to customer complaints in a timely manner.
  • Used reference files to answer simple questions about client business.

Childcare Educator

theircare
Cranbourne , VIC
01.2019 - 08.2023
  • Established direct lines of communication with parents, notifying of concerning behavior or health issues.
  • Collaborated with colleagues to develop and refine curriculum that meets state and national standards.
  • Supervised playground activities ensuring adherence to safety rules and regulations are followed at all times.
  • Organized creative and fun activities, enhancing children's physical, emotional and social well-being.
  • Met with parents and guardians to discuss students' progress and areas requiring improvement.
  • Developed and implemented daily lesson plans that promote physical, mental, and social development.
  • Read stories to children and taught painting, drawing, and crafts.
  • Observed behavioral issues to alert parents or guardians.
  • Participated in staff meetings, workshops, and conferences to discuss and improve instructional methods.
  • Observed children to record development.
  • Engaged in continuous professional development to stay current with early childhood education practices.
  • Adapted teaching methods to suit different learning abilities and styles within the classroom.

Retail Sales Worker

Coles
Melbourne, VIC
10.2017 - 08.2022
  • Provided excellent customer service by responding promptly to inquiries and resolving issues quickly.
  • Managed loyalty programs, signing up new members and explaining benefits to enhance customer retention.
  • Assisted in the preparation and execution of physical inventory counts.
  • Answered customer inquiries regarding product features, pricing, and availability.
  • Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.
  • Helped customers by answering questions and locating merchandise.
  • Placed special orders or called other stores to find desired items.
  • Handled customer complaints in a timely manner.
  • Maintained records related to sales for store management.
  • Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
  • Updated knowledge of current sales and promotions.

Education

Diploma in Early Childhood Education - Early Childhood Education and Care

Chisholm Institute
Melbourne, VIC
10-2022

certificate 3 Early Childhood Education - Early Childhood Education And Care

Chisholm Institute
Melbourne, VIC
02-2019

Year 12 - VCAL

Shepperton High School
Shepparton, VIC
10-2017

Certificate 3 in Beauty Services - Beauty Services

Sheppartion High School
Shepparton, VIC
01-2017

Skills

  • CRM software
  • Problem-solving skills
  • Goal oriented
  • Customer communications
  • Quality assurance
  • Data gathering
  • Quality control
  • Interpersonal skills
  • Call center experience
  • Answering questions
  • Client service
  • Telephone reception
  • Team building
  • Multitasking Abilities
  • Administrative support
  • Multitasking capacity
  • Front desk management
  • Time management
  • Time management abilities
  • Confidentiality maintenance
  • Relationship building
  • Interpersonal communication
  • Problem-solving aptitude
  • Quick decision making
  • Goal setting

Languages

English
Professional
Urdu
Professional
Hazaragi
Professional
Irani
Professional
Dari
Professional
Punjabi
Limited
Hindi
Elementary

Timeline

Call Agent

TSA- NRMA INSURANCE
03.2022 - Current

Childcare Educator

theircare
01.2019 - 08.2023

Retail Sales Worker

Coles
10.2017 - 08.2022

Diploma in Early Childhood Education - Early Childhood Education and Care

Chisholm Institute

certificate 3 Early Childhood Education - Early Childhood Education And Care

Chisholm Institute

Year 12 - VCAL

Shepperton High School

Certificate 3 in Beauty Services - Beauty Services

Sheppartion High School

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Tahera Hashimi