Tanvir Rahman
Prospect,SA
Summary
Accomplished Senior Telecommunications Specialist with a proven track record at Superloop, enhancing customer satisfaction through exceptional customer service and efficient problem resolution. Skilled in Salesforce and Slack, demonstrating strong problem-solving abilities and a commitment to excellence. Expert in managing high call volumes and achieving key performance indicators, significantly improving first-call resolution rates. I am a quick learner and adapt really well to changes and development.
Overview
6
6
years of professional experience
Work History
Senior Telecommunications Specialist
Superloop
05.2023 - Current
- Provided remote assistance to customers experiencing technical difficulties with their Broadband Connection, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various connection types such as FTTN/B,FTTC,FTTP and HFC.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Meeting KPIs such as Average Handling time, First Call Resolution and After Call Work
Inbound Customer Service Representative
Telstra
02.2021 - 04.2022
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Meeting KPIs such as Average Handling time, First Call Resolution and After Call Work
Retail Sales Expert
David Jones
01.2019 - 11.2020
- Maintained a clean and organized store environment, ensuring an enjoyable shopping experience for customers.
- Strengthened customer loyalty with exceptional service and follow-up communication.
- Handled customer inquiries, resolving issues promptly and professionally while maintaining a positive store reputation.
- Utilized strong interpersonal skills to build rapport with customers, leading to repeat business and word-of-mouth referrals.
Education
Bachelor's of Engineering - Electrical And Electronic
The University of Adelaide
Adelaide, SA05.2021
Skills
- Self-Motivation and Initiative
- Consistent AHT, FCR and ACW
- Office 365
- Time management expertise
- Exceptional Customer Service
- Problem-solving skills
- Quick Learner
- Call Centre Operations
- Communicating with clients
- Salesforce and Slack
- Complaint resolution
- Verbal and written communication
- Twilio and Genesys
- Objection Handling
Languages
English
Native or Bilingual
Bangla
Full Professional
Arabic
Limited Working
Timeline
Senior Telecommunications Specialist
Superloop
05.2023 - Current
Inbound Customer Service Representative
Telstra
02.2021 - 04.2022
Retail Sales Expert
David Jones
01.2019 - 11.2020
Bachelor's of Engineering - Electrical And Electronic
The University of Adelaide
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