Zarina Roman
Perth
Summary
I am personable and reliable, offering strong foundation in customer service and problem-solving. Well-versed in principles of effective communication and adept at using technology to streamline processes. Committed to delivering exceptional service and fostering positive client relationships.
My aim is to pursue a challenging and rewarding career that will broaden my knowledge and assist with my future career development. My desire is to work with and be a part of a team environment in which I can perform to my best ability. Having obtained several years’ experience running my own cleaning business and working in the customer service sector I feel I have the skills and capabilities to add to a team environment.
Professional service expert with solid background in delivering exceptional customer support and fostering positive client relationships. Skilled in problem-solving, process improvement, and ensuring compliance with policies and regulations. Strong focus on teamwork and achieving results, with flexible approach to adapt to changing needs. Reliable, dependable, and equipped with excellent communication and organizational skills.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Contact Service Officer
The Apprenticeship Community
06.2022 - 06.2024
- Assisting in Administrative tasks, including sign ups, client contracts, mentoring programs, gateways and marketing efforts
- Offering general reporting support as required to State manager
- Working with strict KP timeframes and accuracy
- Acting as the point of contact for building facilities management
- Handling the main reception telephone line and ensuring coverage during absences
- Coordinating local staff meetings and managing office mail
- Overseeing stationary orders, photocopier maintenance, and local IT requirements
- Confidence working autonomously and drive to exceed KPIs and targets
- Ability to establish strong working relationships with apprentices and employers
- Proactive go-getter who can self-manage to meet deadlines and prioritize tasks at hand
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Provided exceptional customer support, leading to increased client retention and loyalty.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Developed and maintained strong relationships with key clients, fostering long-term partnerships.
Director
Fairy Cleaning Services
02.2014 - 10.2018
- Managing a team of10 cleaners
- Aiding and support to others in the team and being a main point of contact for clients
- Mentoring and leading apprentices to completion
- Scheduling and coordinating cleaners’ day to day jobs
- Dealing with Commercial and residential sites daily
- Providing weekly and monthly progress claim updates
- Organization and planning of materials
- Attending industry related seminars and functions for networking
- Quoting and pricing residential and commercial sites
- Maintaining margins and profit growth
- Ensuring safety is being upheld by all team members
- Ensuring all tools are tagged and tested on a quarter basis
- Induction for new starters on site
- Attending site jobs daily
- Completing daily workplace inspections and register for safety hazard logging
- Ensuring all equipment's used on site are unloaded and placed in the correct position and safety
- Handling Cash & EFTPOS
- Banking
- Scheduled appointments
- Excel spreadsheets
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
Customer Service Officer
Australian Hearing
01.2011 - 01.2014
- Handle day to day telephone calls and customer query's
- Mentoring and induction for new starters
- Manage booking of scheduled appointments
- Organize flights and accommodation for travel of employees
- First point of contact of customers
- Providing weekly and monthly progress claim updates
- Assist hearing audiologist in appointments
- Completing daily workplace inspections for safety and hazard logging
- Ensuring safety is being upheld by all team members
- Handle cash and EFTPOS transaction
- Banking
Customer Service Officer
CCI Apprenticeship Solutions
01.2009 - 12.2010
- Responsible for a small team
- Induction for new starters on site
- Attending site meetings daily
- Completing daily workplace agendas
- Coordinating and negotiating supplier agreements and pricing for materials
- Mentoring and leading apprentices to completion
- Aiding and support to others in the team and being a main point of contact
- Mentoring and leading apprentices to completion
- Dealing with Employees of Apprentices
- Telephone and email enquiries
- First and last point of contact for signing up apprentices to jobs
- Organize diary of scheduled appointments for day to day
- Reading and understanding contracts
Education
Certificate III in School Based Education Support -
Insight Training
01-2025
Skills
- Well-developed negotiation and conflict resolution skills
- Strong leadership skills
- Strong communication/interpersonal skills
- Analytical thinker/Problem Solver/Decision Maker
- High level of organizational and time-management skills
- Ability to work under pressure and to deadlines
- High attention to workplace safety
- Proactive, responsible, and self-motivated, with a conscious mind on safety and wellbeing
- Cross-selling and Up-selling
- Reporting and documentation
- Written and verbal communication
- Proficient in [software]
Certification
- Certificate4 in Business
- Qualified Eyelash Technician
- Completed/ Graduated High School
- Certificate3 in Business
- Certificate3 in Customer Service Skills
- Owned a Successful cleaning business for3+ years
PERSONAL DETAILS
English
Timeline
Contact Service Officer
The Apprenticeship Community
06.2022 - 06.2024
Director
Fairy Cleaning Services
02.2014 - 10.2018
Customer Service Officer
Australian Hearing
01.2011 - 01.2014
Customer Service Officer
CCI Apprenticeship Solutions
01.2009 - 12.2010
Certificate III in School Based Education Support -
Insight Training
Similar Profiles
MOHAMED MOHAMEDMOHAMED MOHAMED
Participant at NASA COMMUNITY COLLEGE - AEROSPACE SCHOLARS (NCAS) - APPRENTICESHIPParticipant at NASA COMMUNITY COLLEGE - AEROSPACE SCHOLARS (NCAS) - APPRENTICESHIP
Marshal McBrideMarshal McBride
Auto Body Apprentice at ApprenticeshipAuto Body Apprentice at Apprenticeship
Md Siddhik AkbarMd Siddhik Akbar
Aircraft Maintenance Engineering at Apprenticeship on British AirwaysAircraft Maintenance Engineering at Apprenticeship on British Airways