Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Tamoor Ejaz

Truganina,VIC

Summary

To secure a position in a high growth organization with considerable advancement opportunities. Ideally, in an organization where I will be able to employ my customer service, computer, accounting and strong communication skills.

Overview

18
18
years of professional experience

Work History

Financial Support & Assistance Representative

Telstra Corporation
07.2018 - Current
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Facilitated client satisfaction and renewed customer relations to drive growth.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Coordinated with internal teams to facilitate prompt delivery of client projects.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Developed and implemented strategies to increase client retention.
  • Negotiated prices for products and freights to reduce cost of acquisition by achieving lower price.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.

Complex Case Resolution Coordinator

Telstra Customer Relations Group
07.2013 - 06.2018
  • Case management of TIO (Telecommunication Ombudsmen) and Telstra Employee Referral cases for Business and Consumer space covering complex issues related to Accounts and Services
  • Liaising with deferent internal departments to offer a fair and reasonable resolution for complaints raised on Business and Consumers platforms
  • Demonstration of Strong communication skills to interact with variety of customers and stake holders
  • Usage of complex systems including Siebel, legacy and Axis
  • Ensure that every concluded case is compliant with business rules, TCP guidelines and TIO jurisdictions
  • Stay updated with Telstra's new promotions and products cater variety of customer's requirements provide proper recommendations to customers
  • Setting SMART goals for myself to achieve monthly KPI and Team and centre based RNR
  • Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
  • Formulated focused and individualized resolutions aimed to peacefully settle disputes.
  • Researched and analyzed individual parties' positions to understand dispute background.
  • Devised and implemented dispute resolution processes for companies, enabling fast resolution of disputes.
  • Reviewed legal documents and contracts to determine potential conflicts and disputes.
  • Trained arbitrators and mediators on dispute resolution and negotiation strategies to boost productivity.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Identified issues, analyzed information and provided solutions to problems.
  • Developed and maintained courteous and effective working relationships.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Organized and detail-oriented with a strong work ethic.
  • Strengthened communication skills through regular interactions with others.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Passionate about learning and committed to continual improvement.
  • Excellent communication skills, both verbal and written.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked effectively in fast-paced environments.
  • Worked well in a team setting, providing support and guidance.

Telstra

Customer First Champion
11.2010 - 06.2013
  • Complex case management for CRG (customer relations groups) in house level 0 & Level 1 complaints
  • Call Centre Inbound various queues including Sales, Billing, Bereavement Support, Credit management in Advance Customer care
  • Excellent Customer Service skills
  • Resolving and educating consumer various Billing enquiries in timey manner
  • Sales skills to provide Needs based selling
  • Outbound Net Promoter Score (NPS) case management targeting customers to convert them into advocates with Advance customer care skills
  • Handling sensitive Bereavement Support customers
  • Negotiation and credit management tasks
  • Assist CRG (customer relations group) in times of backlog for TIO (telecom industry ombudsmen) level complaints

11.2010 - 01.2012
  • Working inbound Connect & Resolve/CRT queue resolving customer's complex enquiries related to billing and services
  • Crossing selling based on customers' needs
  • Meeting operational matrices and also maintaining customer service essentials (TAG)
  • Handling sensitive call traffic of Bereavement Support and following the retiring process for the Deceased customer's accounts.

Admin/Bookkeeping

TOP ACCOUNTING & TAXATION SERVICES
09.2009 - 04.2010
  • Provided clerical support in areas of file maintenance and preparation/processing of various documentation
  • Performed account reconciliations and general ledger entries
  • Improved processes in relation to internal audits compliance
  • Posted to General Ledger accounts and performed cash flow analysis
  • Monitored proper controls and systems to effectively manage inventory levels
  • Prepared monthly financial statements and reports.

Customer Service

Melbourne
03.2006 - 08.2007
  • Deliver world class customer service and build customer satisfaction and loyalty
  • Provide effective and timely resolution of a range of customer inquiries
  • Complete ongoing training to stay abreast of product, service and policy changes
  • Strike a positive and cooperative tone with both customers and coworkers
  • Demonstrate best judgment in the disbursement of adjustments and credits
  • Increase the customer experience by providing information on new products, rate plans, through up selling opportunities
  • Professional level use of computers and softwares like Accounting Software MYOB, Complex usage of Microsoft Office (Word, Excel, Power Point, Access and Outlook)
  • Developed high level Communication Skills working through Accounts, Administration and Customer service
  • More than 3 years experience of Complex use of CRM Siebel, Legacy and many others like Axis

Education

CPP20212 Certificate II in Security Operations - Security Operations

ISTA
Melbourne, VIC
04.2017

Advanced Diploma - Accounting

Holmesglen TAFE
2007

Bachelor of Arts -

Bahudin Zakria University
2005

Diploma - Computer Sciences

Paki-Aims College
2002

Skills

  • Team Leadership Expertise
  • Customer Retention
  • Customer Relationship Management (CRM)
  • Account Management
  • Quality Control
  • Customer Service
  • Regulatory Compliance
  • Call Documentation
  • Professional level use of computers and softwares like Accounting Software MYOB,
  • Complex usage of Microsoft Office (Word, Excel, Power Point, Access and Outlook)
  • Developed high level Communication Skills working through Accounts, Administration and Customer service
  • More than 8 years experience of Complex use of CRM Siebel, Legacy and many others like Axis
  • De-Escalation Techniques
  • Conflict Mediation

Affiliations

PROFESSIONAL EDUCATION

Timeline

Financial Support & Assistance Representative

Telstra Corporation
07.2018 - Current

Complex Case Resolution Coordinator

Telstra Customer Relations Group
07.2013 - 06.2018

Telstra

Customer First Champion
11.2010 - 06.2013

11.2010 - 01.2012

Admin/Bookkeeping

TOP ACCOUNTING & TAXATION SERVICES
09.2009 - 04.2010

Customer Service

Melbourne
03.2006 - 08.2007

CPP20212 Certificate II in Security Operations - Security Operations

ISTA

Advanced Diploma - Accounting

Holmesglen TAFE

Bachelor of Arts -

Bahudin Zakria University

Diploma - Computer Sciences

Paki-Aims College

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Tamoor Ejaz