ZEESHAN EFFENDI

Service delivery and operations professional with broad experience in transport operations, retail franchise management, and telecommunications. Proven ability to lead frontline operations, manage incident response, and optimise customer experience in high-pressure environments. Seeking to leverage my expertise in operations management and customer service to drive efficiency and satisfaction in a dynamic organisation.

Sydney 2769
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Skills
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Certifications
Work Experience
Customer Journey Coordinator – Station
Metro Trains Sydney
Jul 2023 — PresentCurrent
  • Manage real-time station operations, passenger flow, and emergency response to maintain safe, reliable, and efficient service delivery
  • Coordinate with the Operations Control Centre (OCC) and station leadership to support operational continuity, disruption management, and incident escalation
  • Maintain a strong platform presence, delivering customer assistance, wayfinding support, and rapid issue resolution during peak and off-peak periods
  • Conduct routine and ad-hoc station inspections, reporting hazards, faults, and non-compliance to uphold safety and operational standards
  • Deliver clear, timely customer communication during service disruptions and support passengers with accessibility and mobility needs
Operations Manager / Franchisee
Top Juice
Nov 2022 — Jun 2023
  • Managed end-to-end operations of a high-volume retail franchise including staffing, sales, inventory, and compliance
  • Rebuilt post-COVID operational performance through workflow redesign and process standardisation
  • Cultivated partnerships with stakeholders, aligning operations with market needs
  • Enhanced customer satisfaction through operational excellence and service improvements
  • Implemented digital ordering and customer engagement systems, improving service speed and sales performance
Customer Service & Technical Product Specialist
Netstar Pty Ltd
Aug 2021 — Oct 2022
  • Delivered KPI-driven technical customer support in a high-volume contact centre environment
  • Managed end-to-end case ownership using CRM systems, ensuring SLA compliance and accurate documentation
  • Provided structured troubleshooting for IoT and telematics systems using diagnostic tools and processes
  • Handled escalations using structured de-escalation and cross-functional coordination
  • Maintained strong First Contact Resolution through product knowledge and process discipline
Franchise Operator
Top Juice – Bondi Junction
Jul 2018 — Jul 2021
  • Managed full franchise operations including staffing, rostering, inventory, supplier coordination, and daily service delivery
  • Achieved ~30% revenue growth through improved customer engagement and operational efficiency
  • Implemented Just-In-Time inventory systems reducing waste and improving stock control
  • Built and led a high-performing frontline team through coaching and KPI management
  • Managed service recovery and customer complaints to ensure retention and satisfaction
Project & Operations Manager | Sales Manager / Team Leader
Jan 2000 — Dec 2016
  • Managed operational delivery across telecom service locations ensuring service continuity and KPI performance
  • Led teams across customer service, field operations, and sales support functions
  • Coordinated telecom project rollouts including planning, vendor management, and execution tracking
  • Oversaw incident and fault resolution processes to improve service reliability and response times
  • Delivered sales leadership, coaching, and performance management to achieve revenue targets
Skills
Service DeliveryOperations ManagementCustomer ExperienceService RecoveryWorkforce LeadershipTeam SupportProcess ImprovementKPI Performance ManagementSLA ManagementCustomer SatisfactionCRMSQLNetSuiteMicrosoft 365Operational Efficiency
Education
Master of Business Administration
TAFE Digital
Certificate IV in IT Networking
TAFE Digital
Certifications
Class 1E Monitoring Centre Operator Licence
Class 1A Security Officer Licence
First Aid & CPR Certification
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