Overview
Work History
Education
Skills
Certification
Timeline
Generic

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

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Usman Zubairi