Safraz Khan
Auckland,AUK
Summary
Highly motivated, confident individual with exceptional multi-tasking capabilities who thrives in a target driven, busy environment. I’m a flexible person and can adapt to ever evolving work environment. I have good experience of operating in an environment where researching, evaluating and analyzing information is the key to success can communicate effectively with people from diverse backgrounds.
Overview
16
16
years of professional experience
Work History
TECHNICAL OFFICER ESCALATIONS
Ministry of Social Development Centralised Unit Housing
ELLERSLIE
01.2023 - Current
- Working on complex escalations received by Social Housing Providers, internal staff and other stake holders.
- Prioritizing client's Income Related Rent review Cases, Back date refunds, Review of Decision's.
- Feedback to managers, stakeholders
- Following up on Review of Decissions for SH clients
OPERATIONS ANALYST
Ministry of Social Development Centralised Unit Housing
ELLERSLIE
01.2021 - 12.2022
- Analysis and reporting
- Forecasting and planning
- Monitor, assess and respond
- Supporting business continuity
- Relationship management
TECHNICAL OFFICER - HOUSING
Ministry of Social Development Centralised Unit Housing
ELLERSLIE
02.2014 - 12.2020
- Assessing clients based on their housing needs and requirements
- Calculating, activating and assessing IRR (income-related rent)
- Completing change of circumstance actions for both tenants and clients on wait list
- Liaising with Social Housing Providers for placements, rent/bond from Straight to processing tool.
- Recommending advances and Recoverable Assistance Payments for both rent advance and where a client accepts a property through Social Housing Providers.
- Engaging with clients, tenants and social housing providers Options and advise to clients either over the phone
REAL TIME MONITORING CONSULTANT/WORK FORCE ANALYST
Virgin Australia Airlines (Sitel, NZ Ltd)
Onehunga , Auckland
06.2012 - 12.2013
- Monitoring system and process loss times
- Monitoring strict observance of employee to work schedule or shifts
- Rostering agents, crew planning, updating exceptions, sick leaves, shift swaps
- Lodging faults with IT for phone and applications Analyzing reports on agent’s adherence and daily data Liaising with Team Leaders and scheduling meetings and
- Coaching sessions for agents Recommend solutions of common problems and new processes. Document verified solutions into knowledge management system.
- Interpret error reports and perform required actions. Determine cause and effect of errors on deliverables.
- Provide necessary adjustments to monitoring processes in order to meet SLA’s.
- Analyze workflow and interpret best way to implement changes. Ensuring optimum service levels are attained maintaining affirmative relationships with both agents and vendors and customers to makes sure that individual and shared objectives are achieved.
TECHNICAL SUPPORT/ SENIOR CUSTOMER SUPPORT (COACH)
IINET NZ LTD
Auckland CBD , Auckland
02.2008 - 07.2012
- Taking inbound calls from customers of iinet from Australia in relations to sales, billing and Technical support.
- ADSL, Phone, VoIP, Emailing Clients and Application Troubleshooting Replying to customer emails in regards to billing and support.
- Handling escalations
- Providing technical support and troubleshooting layer 1 & 2. Call coaching and taking escalations from junior CSR.
- Monitoring Call Queues
- Allowing exceptions, updating rosters and reports. Scheduling of off phone activities, skill sets
- One on one discussion with agents in relations to feedback and performance. Updating intranet
- Doing customer follow ups Processing refunds to customers
- Managing the team in absences of Team Manager Weekly andmonthly reviews of staff, customer accounts. Approving/decline of leaves, refunds and hardware returns
Education
ADVANCED DIPLOMA IN COMPUTING & IT PLUS LEVEL 5 & 6 - Information Technology
Institute of Applied Learning
Otahuhu, NZ12-2009
CERTIFICATE IN CALL CENTRE OPERATIONS & Communications - Communication
Manukau Institute of Technology
11-2006
IN Diploma IN BUSINESS STUDIES & MANAGEMENT - BUSINESS
Fiji Institute of Technology
Fiji Islands 11-1998
Skills
- Good speaker with excellent command on spoken and written English I can adapt communication style to a range of situations and can easily communicate complex and diverse views
- Highly developed interpersonal skills and a demonstrated ability to relate to people at all levels within and external to the organization I have proven record of working with diverse ethnic groups and can provide sensitive feedback with ease
- Strong time management skills with honesty and integrity Good problem-solver with negotiation and Dispute Resolution skills
- Ability to learn and adopt to new challenges with time management skills
- I have good problem-solving skills along with the ability to maintain calm under pressure
References
References available upon request.
Timeline
TECHNICAL OFFICER ESCALATIONS
Ministry of Social Development Centralised Unit Housing
01.2023 - Current
OPERATIONS ANALYST
Ministry of Social Development Centralised Unit Housing
01.2021 - 12.2022
TECHNICAL OFFICER - HOUSING
Ministry of Social Development Centralised Unit Housing
02.2014 - 12.2020
REAL TIME MONITORING CONSULTANT/WORK FORCE ANALYST
Virgin Australia Airlines (Sitel, NZ Ltd)
06.2012 - 12.2013
TECHNICAL SUPPORT/ SENIOR CUSTOMER SUPPORT (COACH)
IINET NZ LTD
02.2008 - 07.2012
ADVANCED DIPLOMA IN COMPUTING & IT PLUS LEVEL 5 & 6 - Information Technology
Institute of Applied Learning
CERTIFICATE IN CALL CENTRE OPERATIONS & Communications - Communication
Manukau Institute of Technology
IN Diploma IN BUSINESS STUDIES & MANAGEMENT - BUSINESS
Fiji Institute of Technology
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