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, VIC04.2017
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