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  "basics": {
    "name": "ZEESHAN EFFENDI",
    "summary": "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.",
    "location": "Sydney 2769"
  },
  "work": [
    {
      "company": "Metro Trains Sydney",
      "position": "Customer Journey Coordinator – Station",
      "startDate": "2023-07",
      "current": true,
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Top Juice",
      "position": "Operations Manager / Franchisee",
      "startDate": "2022-11",
      "endDate": "2023-06",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Netstar Pty Ltd",
      "position": "Customer Service & Technical Product Specialist",
      "startDate": "2021-08",
      "endDate": "2022-10",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Top Juice – Bondi Junction",
      "position": "Franchise Operator",
      "startDate": "2018-07",
      "endDate": "2021-07",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "",
      "position": "Project & Operations Manager | Sales Manager / Team Leader",
      "startDate": "2000-01",
      "endDate": "2016-12",
      "highlights": [
        "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"
      ]
    }
  ],
  "education": [
    {
      "institution": "TAFE Digital",
      "degree": "Master of Business Administration"
    },
    {
      "institution": "TAFE Digital",
      "degree": "Certificate IV in IT Networking"
    }
  ],
  "skills": [
    "Service Delivery",
    "Operations Management",
    "Customer Experience",
    "Service Recovery",
    "Workforce Leadership",
    "Team Support",
    "Process Improvement",
    "KPI Performance Management",
    "SLA Management",
    "Customer Satisfaction",
    "CRM",
    "SQL",
    "NetSuite",
    "Microsoft 365",
    "Operational Efficiency"
  ],
  "certificates": [
    {
      "name": "Class 1E Monitoring Centre Operator Licence"
    },
    {
      "name": "Class 1A Security Officer Licence"
    },
    {
      "name": "First Aid & CPR Certification"
    }
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      "Class 1E Monitoring Centre Operator Licence",
      "Class 1A Security Officer Licence",
      "First Aid & CPR Certification"
    ],
    "yearsOfExperience": 0,
    "seniority": "lead",
    "highestEducation": "Master's"
  },
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    "platform": "freecv.org"
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