Tayyab Bashir
Pakenham
Summary
Dynamic customer support professional with a proven track record at Aussie Broadband, adept at resolving high-volume inquiries and enhancing service delivery. Skilled in conflict resolution and process documentation, I consistently improved SLA compliance while fostering strong client relationships. Proficient in Microsoft Office, I excel in team collaboration and efficient service coordination.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Support & Service Delivery
Aussie Broadband
08.2023 - Current
- Delivered frontline technical support, resolving 35+ daily customer enquiries via phone and online channels.
- Troubleshot internet and router issues, providing clear explanations to customers with varying technical knowledge.
- Coordinated with NBN and OptiComm to resolve 500+ service delivery requests within SLA targets.
- Monitored SLA compliance and escalated delays, ensuring consistent service quality.
- Maintained accurate case records and documentation, improving reporting and process efficiency.
Site Operation Manager
Serco Facilities Management
11.2019 - 07.2023
- Supervised and coordinated a team of 15+ staff, ensuring compliance with safety and quality standards.
- Trained, onboarded, and mentored staff, reducing ramp-up time and improving consistency.
- Maintained rosters, records, and compliance documentation to support reporting and audits.
- Acted as a point of contact for staff queries, providing clear guidance and prompt issue resolution.
IT Salesperson
Harvey Norman
10.2022 - 03.2023
- Assisted customers with IT product selection, delivering clear explanations and tailored solutions.
- Built strong client relationships, driving repeat business and referrals.
- Consistently achieved sales targets by streamlining lead tracking and follow-up.
Education
Master of Science - Business Information Systems
Torrens University Australia
Melbourne12-2022
Bachelor of Science - Software Engineering
Formans Christian University
Lahore, Pakistan12-2018
Skills
- First point of contact support – phone, email & in-person
- Customer service & conflict resolution
- High-volume inbound call handling
- Appointment booking & scheduling
- Data entry & record keeping (confidential)
- Microsoft Office & business systems
- Team collaboration & service coordination
- Process documentation & compliance focus
Certification
- Certified Scrum Master (CSM) – Scrum Alliance
- Microsoft Learn: Analyzing Data with Power BI
- Introduction to Generative AI – Google Cloud / Coursera
- AI Foundations for Business Productivity - LinkedIn Learning
- CCNA – In Progress
Timeline
Customer Support & Service Delivery
Aussie Broadband
08.2023 - Current
IT Salesperson
Harvey Norman
10.2022 - 03.2023
Site Operation Manager
Serco Facilities Management
11.2019 - 07.2023
Master of Science - Business Information Systems
Torrens University Australia
Bachelor of Science - Software Engineering
Formans Christian University
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