Rezwana M Email & Phone Number

Melbourne, Victoria, Australia

●Respond to incoming calls, live chats and emails from customers in accordance with defined KPIs●Investigate, coordinate and resolve customer enquiries and complaints, including TIO, liaising with internal stakeholders where required●Maintain regular contact with the customer throughout the lifecycle of their enquiry●Create and uphold positive relationships with both internal and external customers●Identify opportunities for improvement and feedback into the business, including management teams●Update and maintain customer records with confidentiality.●Provide support to operational teams by assisting with call overflow when required.●Manage cancellation requests.●Customer and departmental reportingAscertain customer needs through effective questioning and active listening skills●Investigate credit claims, disputes & SLA Rebates

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

● Deliver technical support for the NOC, Remediation Support and Service Delivery Teams,● Provide outbound end user call support within guidelines.● Offer feedback to problems for new policies and platforms.● Provide training to internal teams on new platforms.● Work on a rotating on call roster for technical fault support.● Able to develop quick resolutions to problems independently and implement efficiently,● Outstanding ability to be able to work effectively within a team● Exceptional analytical skills● Investigating the underlying faults in the network.● Identify the fault category of line remotely.● Monitor end users’ network to minimize complaints and call volumes.● Report network outages to the network operating center (NOC) and remediation team● Raise urgent Work Orders for Service Delivery team or Internal workforce,● Excellent time management skills● Ensure adherence and KPI achieved in an enhanced SLA environment.● Escalation to mitigate MTTR of critical and high risk projects,

Melbourne, Australia

• Fibre to the node(FTTN)- Case management of 30-50 complaints as a “case manager” from 8-30+ days old INC in a team of 10. • Raising IT ticket and Service requests for updating info.• Ability of interpreting the line test results and faults in systems like TnD & NA-C and detecting the underlying faults.• Expertise in FTTN network.• Identify the incorrectly reported remediations and engaging Internal Work Force (IWF)to validate, based on merit. • Proactively working on Level line CSA51 dashboard, identify and work on fault raised.• Attending Daily NOC interlocks to fast-track NOC tickets and working together (assurance/ remediation/ NOC) to mitigate process flaws.• Providing support to the SDP Case managers of nbn in reserving appointments/ creating Remediation Work Orders through system or highlight ignored technical perspectives during faults management. • Ability to strategically handle end users and Technicians to understand their view points and achieve positive outcome being sympathetic to their troubles.• Assisting CDM & Advance Operation Escalations followed by appropriate channel.• Communicating with Field Engineers, Supervisors and the Delivery partners to collect the correct/missing info while on-site to avoid mis-management of ticket.

Melbourne, Australia

-Working with a number of groups, including the Network and Service Operations Centre , Workflow Management, Operations Managers and Wholesale / RSP.-Ensure orders and all interactions fulfilled within nbn’s internal and external Services- The delivery of high volumes of customer services- Activation and testing of Ethernet services- Configuration of customers services on multi-vendor networks- Use of Automated workflows in a Service Delivery environment

Melbourne, Australia

 Provide customer services to 35-40 customers per day in a call center environment in a team of 10. Handle in bound calls from access seekers and individuals. Help customer to add /remove /check numbers  Respond to emails and white mails in a timely manner. Follow up complaints and inquiries through the system lodged via portal.Assist access seekers inquiries for their orders & subscription buy and expiry related issue, basic trouble shooting including remote access to manage client portals  Process white mail and email requests. Patiently listening to complaints and assist customers to lodge complaints. Meet targets and achieving KPI's AHT (Average Handling Time) of 5 mins Experience to perform roster duties.AchievementsInvestigate complex incidents, reassign & escalation to ACMAExcellent problem solving with the ability to liaise effectively, Developed written & verbal skills & high level of attention to detailAdherence with policies and regulation

Melbourne, Australia

 Provide customer services to 35-40 customers per day in a call centre environment Helping customer to update Java, install browser and handling the 3rd party software Average handling time of 10minutes under the KPI. Help customers to clear cookies and cache browsers of their own computers over the phone. Guide them the shortcut and effective ways in finding the browser versions and reset browser. Direct them to enable java in different browsers, verify correct java version , clear java cache and restore security prompts Possess the ability of taking over the authority of the call.. Provide effective solutions of customer complaints according to the error and ability to communicate from technical terms to simple words in a fast paced environment Demonstrate excellent customer services ability and professional telephone manner  Strong attention to detail, accuracy and able to work well under pressure. Proficient handling of 2 monitors and operating multiple windows simultaneously.AcheivementsContact center experience, Understanding error code, Identify error code from pop up info, use of computer shortcut keys

Thornbury, Victoria, Australia

 Reporting to the Management. Provide customer services to 25-30 customers per day with a team of 2. Excellent time management skills with a strong sense of urgency. Highly proficient and accurate order processing.  Plan and prioritize rapid and cost-effective delivery. Developing and maintaining excellent relationships with new and existing clients. Supporting team to meet tight deadlines. Promote up sell and cross sell of the products. Ensure customer requirement with quality, spare parts and other accessories.  Identify solutions of the problem of machines, solve enquiries and direct it to the service department.  Process bank cheques and invoices for payments cash handling, refund through POS systems.. Provides support to Team Leaders in inventory management. Attitude to accept the change and learn hands on features of the product. Dispatch shipment and evaluate number of products and provide correct labels on products. Participates in team meetings to provide feedback around process improvement.AchievementsFace to face consumer interaction, increasing sales, production operation, inventory management, up sell, cross-sell, machinery fault identification and process, team work, cash handling

Dhaka, Bangladesh

• Completing surveys on small and medium entrepreneur and plastic industry.• Data entry in MS Excel, correction and numerical skills• Updating information as required.• Conduct tutorial and training sessions for new employees.• Collating reports & assessments.• Providing feedback and evaluation on the reports.AchievementsConducting market research, polls & surveys for plastic industry, ethnic groups, and diverse society classes

Master'S Degree, Telecommunications & Network Engineering, Distinction

Activities and Societies: LaTrobe Alumni Group LaTrobe Student Union

Bachelor Of Science (B.Sc.), Electrical And Electronics Engineering, Hd

Activities and Societies: Electronics ClubIEEE Paper Publication: Electronic and Semiconductor devices.