Summary
Overview
Work History
Education
Skills
travelling, spending time with family and also swimming /gyming.
Languages
Timeline
Generic

Shirah Talib

Papatoetoe,AUK

Summary

Knowledgeable Customer Service Consultant experienced serving customers' needs and cross-selling company offerings. Offer exceptional support by staying current on company policies and asking targeted questions to quickly get to root of issues. Successful at consistently exceeding performance. Customer Service Representative bringing top-notch skills in verbal and written communication, active listening and problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, and providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Service-oriented professional with 5 years of Cabin crew experience. Excellent history of using critical thinking and sound judgment to solve challenges. Personable and energetic with firm command of flight safety and regulations. Accomplished professional trained in safety procedures for aviation industry. Effectively handles all types of situations and remains calm under pressure. Experienced Cabin Crew member with background providing outstanding customer service to travellers. Reliable cabin crew professional with wealth of expertise in airline industry. Offering superb work ethic and motivated, service-driven personality. Looking for exciting role as crew member.

Overview

9
9
years of professional experience

Work History

Customer Service Consultant

Anz
01.2023 - Current
  • Gained in-depth understanding of company products, systems and policies to give customers expert support.
  • Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
  • Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
  • Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
  • Audited documentation to identify errors and documented findings for review and action.
  • Employed prescribed sales processes to cultivate strong customer relationships.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.

Call Center Customer Service Representative

Qantas
11.2022 - 01.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Addressed customer account discrepancies and concerns.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Escalated complicated customer account issues to supervisors and help desk workers.

Cabin Crew Member

Jetstar Airways
04.2018 - 08.2022
  • Followed company regulations and rules to promote safe environment for travelers and employees.
  • Cleaned and serviced aircraft cabin, galleys and lavatories.
  • Checked personnel for proper uniforms and safety equipment.
  • Enforced lost and found procedures for any items inadvertently left behind by travelers.
  • Stocked cabin with safety guides, airsick bags and cleaning products after every flight.
  • Ensured safety and comfort of customers onboard aircraft.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Answered passenger questions and provided solutions to issues arising during flights.
  • Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Collected trash during and in between flights to keep cabin clean.

Crew Team Member

KFC
09.2016 - 01.2018
  • Collaborated with team members to complete orders.
  • Worked front counter, drive-thru and other areas.
  • Giving excellent customer service is the priority.
  • Worked well with teammates and accepted coaching from management team.
  • Provided excellent customer service by greeting customers and meeting quality expectations.
  • Took orders, prepared meals, and collected payments.
  • Became familiar with products to answer questions and make suggestions.
  • Kept food preparation area, equipment, and utensils clean and sanitary.
  • Operated register to process payments and collect cash payment for order totals.
  • Greeted customers at drive-thru and took food orders.
  • Assisted other team members to achieve goals.
  • Trained new employees by demonstrating tasks and coaching during daily activities.
  • Cleared trays and removed trash from tables before sanitizing surfaces.

Lounge Attendant

Koru Lounge
04.2017 - 05.2017
  • Rearranged tables and chairs for large parties and retrieved high chairs for children.
  • Backed up servers by checking on tables and retrieving items for guests.
  • Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
  • Assisted customers with delivering orders, carrying additional trays and helping dish out items.

Helper

ILT Kids
06.2014 - 07.2014
  • Used equipment properly to avoid workplace hazards or injuries.
  • Practiced company policies to promote safety and compliance.
  • Volunteered for additional assignments during peak work periods to keep tasks on schedule.
  • Participated in training sessions to enhance skills and knowledge.

Education

Associate of Arts - Tourism And Travel Management

New Zealand School of Tourism
Auckland, NZ
12.2017

High School Diploma -

Southland Girls High School
Invercargill, NZ
12.2015

Fiji school leaving -

Nadi Muslim College
Nadi, Fiji
11.2014

Skills

  • Communication skills
  • Active Listening
  • Customer Service
  • Product knowledge
  • Problem Solving Skills
  • Hardworking
  • Critical Thinking
  • Company Policy Adherence
  • Public Speaking
  • Patience/ Calm under pressure
  • Multitasking
  • Time Management
  • Passenger Care

travelling, spending time with family and also swimming /gyming.

i had previously travelled to malaysia singapore australia and did a tour of south island new zealand with my families.my next trip would be Bali.i love going to gym to keep my self healthy and physically fit and swimming once a week.

Languages

English
Full Professional
Hindi
Native or Bilingual

Timeline

Customer Service Consultant

Anz
01.2023 - Current

Call Center Customer Service Representative

Qantas
11.2022 - 01.2023

Cabin Crew Member

Jetstar Airways
04.2018 - 08.2022

Lounge Attendant

Koru Lounge
04.2017 - 05.2017

Crew Team Member

KFC
09.2016 - 01.2018

Helper

ILT Kids
06.2014 - 07.2014

Associate of Arts - Tourism And Travel Management

New Zealand School of Tourism

High School Diploma -

Southland Girls High School

Fiji school leaving -

Nadi Muslim College
Shirah Talib