Yusuf Yusuf
Melbourne,VIC
Summary
Proven track record in enhancing customer satisfaction, demonstrated during my tenure at Telstra (DFP recruitment), where I excelled in technical troubleshooting and staff training. Leveraged complaint resolution and product knowledge to boost service quality, showcasing a blend of hard and soft skills vital for employer needs.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Telstra (DFP recruitment)
Melbourne, VIC
01.2024 - 11.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer faults, helping the customer troubleshoot their NBN and Mobile services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls, providing frontline customer support or assistance with product and services (NBN and mobile services) and escalating if needed.
Production Officer
Australian Passport Office
Melbourne, VIC
07.2022 - 06.2023
- Company Overview: Via Chandler Mcleod - Passport production
- Scanning all passports received in the mail through the system so it can be in some form, digitized
- Scanning the photos of these applications separately using a higher definition scanner, so the photo on each application was of excellent quality
- Fixing issues with passports that did not pass relevant checks and sending them back for checks to be completed
- Sorting the mail as thousands of applications were delivered to us daily, twice a day
- Via Chandler Mcleod - Passport production
Customer Service Representative
Services Australia
Melbourne, VIC
01.2022 - 06.2022
- Company Overview: Via Chandler Mcleod - Processing claims and customer service via the telephone
- Was processing claims for people who needed support because of the NSW and QLD floods
- We processed claims for pandemic support payments for all of Australia
- Processing these claims meant being well versed in legislation and guidelines set out by Services Australia
- Took a variety of inbound calls for different support services including some outbound calls in relation to the tasks laid out by the work timetable
- Via Chandler Mcleod - Processing claims and customer service via the telephone
Customer Service Representative
Acquire BPO
Melbourne, VIC
01.2021 - 11.2021
- On the phones and floor support for the COVID dedicated hotline (on behalf of the Department of Health)
- Started on the phones taking calls from citizens and providing them with necessary information and resources
- Was promoted to floor support where my responsibilities included helping call center agents with queries in regards to helping them locate information and resources and providing support
- Training large groups of new recruits to the point where they were comfortable handling citizen queries across the different call types we were serving for the Department of Health, EG: Booking vaccinations, providing physical distancing information and resources and conducting primary close contact interviews and red zone permit interviews to make sure citizens had a grasp on their obligations
Skills
- Account updating
- Complaint resolution
- Problem resolution
- Staff training
- Call escalation
- Customer service
- Service standard compliance
- Technical troubleshooting
- Product knowledge
References
Available upon request
Timeline
Customer Service Representative
Telstra (DFP recruitment)
01.2024 - 11.2024
Production Officer
Australian Passport Office
07.2022 - 06.2023
Customer Service Representative
Services Australia
01.2022 - 06.2022
Customer Service Representative
Acquire BPO
01.2021 - 11.2021
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