ABDUL SAMAD
Adelaide
Summary
Dynamic Customer Resolution Specialist with extensive experience managing and de-escalating complex enquiries, delivering empathetic and accurate outcomes. Skilled in SAP and Salesforce, leveraging these systems to resolve issues efficiently and streamline workflows. Known for composure under pressure and clear communication, with a track record of exceeding performance expectations. Previous retail and project roles further strengthened resilience, adaptability, and problem-solving, providing a solid foundation for continued career growth.
Overview
4
4
years of professional experience
Work History
Customer Resolution Specialist
AGL Energy
09.2023 - Current
- Handled a wide range of complex customer enquiries with empathy and professionalism, delivering accurate and timely resolutions.
- Utilised SAP and Salesforce to manage billing adjustments, account updates, and process requirements with precision.
- Consistently exceeded KPIs including AHT, NPS, and Sales Conversion, balancing efficiency, customer satisfaction, and business outcomes.
- Earned Rookie of the Year (2024) and multiple Platinum Phone Awards in recognition of outstanding performance and customer outcomes.
- Remained calm and solution-focused in challenging situations, ensuring positive outcomes in a high-volume environment.
Team Member
The Reject Shop
03.2022 - 09.2023
- Delivered customer service by assisting with purchases, handling payments, and resolving day-to-day issues.
- Managed stock replenishment and store equipment to maintain smooth operations.
- Supported store presentation through visual merchandising and product displays.
- Represented company values by creating positive shopping experience in fast-paced retail environment.
Digital Marketing Intern
Serco Asia Pacific
08.2022 - 10.2022
- Designed and published website components and landing pages using Shazamme, improving site usability and customer experience.
- Managed content creation and social media updates to support brand consistency and engagement.
- Conducted competitor analysis to inform strategic design and data-driven decision making.
- Optimised website content and images to enhance search engine performance.
- Assisted with personnel screenings and data analysis to support recruitment and business processes.
Project Management Intern
Red Wagon Workplace Solutions
07.2022 - 08.2022
- Created and automated workflows for lead capture and nurturing, improving campaign efficiency and conversion rates.
- Developed campaign assets including email and social media workflows to support lead generation.
- Assisted project managers by coordinating schedules, tracking milestones, and documenting project progress.
- Identified project scopes, risks, and constraints to support effective planning and execution.
- Utilised CRM software and Microsoft Office tools to manage data, streamline processes, and maintain accurate project records.
- Gathered detailed requirements from clients to better understand their needs and expectations for each project.
Education
Bachelor of Business - Information Strategy And Management
University of South Australia
Adelaide12.2022
Cambridge International A Levels - Business And Economics
Cedar College
Pakistan06.2019
Skills
- Customer service excellence & conflict resolution
- Empathy and active listening
- Strong verbal and written communication
- Problem-solving and analytical thinking
- SAP & Salesforce proficiency for process management
- Project coordination & workflow optimisation (Red Wagon)
- Data analysis & reporting (Serco, UniSA)
- Time management and prioritisation under pressure
- Resilience and adaptability in dynamic environments
- Team collaboration and cross-functional support
- Strong drive to achieve and exceed KPIs
Timeline
Customer Resolution Specialist
AGL Energy
09.2023 - Current
Digital Marketing Intern
Serco Asia Pacific
08.2022 - 10.2022
Project Management Intern
Red Wagon Workplace Solutions
07.2022 - 08.2022
Team Member
The Reject Shop
03.2022 - 09.2023
Bachelor of Business - Information Strategy And Management
University of South Australia
Cambridge International A Levels - Business And Economics
Cedar College
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