Candidate's Resume

 

Overview

Currently employed at Salmat bundaberg (til 30/04/11)

Working as a team leader in a customer contact centre dealing with Telstra's inbound consumer  and business clients.

I completed year 12 in 1998 at Isis High School. Further tertiery educatation involved completing Cert 1 In hospitality, Cert 3 In customer contact and partially completing Cert 4 in Customer Contact.

 

Achievements

During my time with Salmat I have managed a team of upto 30 agents and lead them to be number 1 on the internal Telstra leader board for performance (consumer sales and service).

I have also managed and improved performance to meet target Kpi's for sales and customer service. 

Career History

Sep 2008 - Present
Company name:salmat
Location:Bundaberg, Australia
Industry:Customer Service & Call Centre
Company size:51-200 employees
Company web site:http://www.salmat.com.au
    
Job Title:Team Leader
Job Type:Full-Time
Position Department:Customer Service & Call Centre
Closest Job Role:Supervisor / Team Leader
Summary:Supervisor for 15-20 agents in telstra call centre
Detailed Description:Skills Obtained:
Team Leader

Call Monitoring and performance analysis
Coaching
• Sales based, customer service, application support. Providing mentoring, coaching and feedback.

Data Management and Interpretation
• Collating information to maintain spread sheets and score cards – utilizing data to assist in coaching and providing constructive coaching

Roster Management
• Altering and maintaining rosters, Managerial and Agent level

Performance Counseling
• Creating and utilizing development plans – monitoring and assisting in performance coaching to improve results

Resolving Escalated Issues
• Customer Complaints – lodging and resolving issues, order failures and cancelations , software and hardware support – Telstra fixed/mobile phones & bigpond products

Liaising with Clients – Internal and external Via intranet.
• Lodging I.T. dockets. Placing and maintaining leave request.

General Skills
Proficient in Microsoft Word, Outlook and some Excel experience.
Use of office telephony – phone, fax, computer.
Able to create and maintain coaching and training documentation.
Able collaborate with a team to improve performance and meet targets

Dec 2003 - Sep 2008
Company name:Salmat Bundaberg
Location:Bundaberg, Australia
Industry:Customer Service & Call Centre
Company size:51-200 employees
Company web site:http://www.salmat.com.au
    
Job Title:Sales Agent
Job Type:Full-Time
Position Department:Customer Service & Call Centre
Closest Job Role:Call Centre Agent
Summary:Sales Representative (approx. 3.5yrs)
Detailed Description:Use computer Technology, fax and photocopying
Respond to Inbound customer contact
Provide quality customer contact
Organize work priorities
Manage customer relationships
Provide sales solutions to customers through Up-selling and cross selling of products
Resolve customer complaints through dispute resolution
Sales of telecommunication products and services
Customer service – product help and information
Appointment bookings and order management
General data entry and formatting
Price Quoting

Education & Training

Nov 2010 - Dec 2010
Institution:tafe
Institution Type:TAFE
Location:bundaberg, Australia
Course Name:Certificate 4 in customer contact
Study Units/Modules:
  • BSB40307 Leading the way
  • BSB40307 Develop your team

Jan 2004 - Dec 2004
Institution:TAFE
Institution Type:TAFE
Location:Bundaberg, Australia
Course Name:Certificate 3 in Customer Contact
Comments:Obtained on 19/01/2005
• OH&S Procedures
• Basic Computer technology
• Use enterprise Information Systems
• Communicate and work effectively with customers
• Respond to inbound customer contact
• Provide quality customer service
• Organize and prioritize work
• Manage workplace/customer relationships
• Provide sales solutions
• Resolve complex complaints
• Sell and cross sell products and services

Jan 1998 - Nov 1998
Institution:Completion onf year 12
Institution Type:High School
Location:Childers , Australia
Course Name:Graduated

Licenses & Certifications

Open drivers liscence and 250cc

Issuer:Dept of Transport
Valid From:11th May 2011
Valid To:15th May 2012

Interests

Music, Computers and It, Performance motorcycles , Running/gym.

Personal Information

Job Seeking Status:Seriously Looking
I am on a notice period (days):  0
I am available from:25th March 2011
Would you relocate for a job?No
Gender:Male
Marital Status:Single
Do I have a drivers license?Yes

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