Usman Zubairi
Overview
6
6
years of professional experience
1
1
Certification
Work History
Complex Customer Service Specialist
Telstra
09.2022 - Current
- Identified customer concerns and engaged with empathy to ensure needs are effectively addressed
- Utilised multiple systems to troubleshoot issues and ensure timely restoration within the specified SLA
- Managed the de-escalation of complaints to maintain customer satisfaction
- Supported team objectives by completing requested follow-up calls and providing support and guidance to enhance team performance
- Facilitated the escalation of damage incidents to the Field team while emphasising strict adherence to established health and safety regulations.
Business Specialist
Optus
01.2018 - 05.2022
- Assisted in coaching and supporting team to constantly deliver quality service that exceeded customer expectations
- Monitored sales floor functions, performed concierge services, and processed customer complaints in a timely and professional manner
- Leveraged extensive knowledge of products to support customers in making purchase decisions
- Ranked in the Top 3 Performer each month and achieved recognition as the 5th Highest Achiever in the region
- Championed the store in securing the 1st position in the National Tier Program.
Education
Diploma of Information Technology -
Deakin College
12.2024
Skills
- LAN/WAN technologies
- IP addressing
- Subnetting
- Routing
- Switching
- Wireless networking
- Customer engagement
- Communication
- Problem-solving
- Accountability
- Proactive commitment
Certification
CompTIA - Network+ (N10-008), 2027
Timeline
Complex Customer Service Specialist
Telstra
09.2022 - Current
Business Specialist
Optus
01.2018 - 05.2022
Diploma of Information Technology -
Deakin College