Terry Melissourgos
Summary
I am a highly motivated and credible Team Leader with a proven track record in driving innovation and performance. I am an influential leader with exceptional communication skills, my passion is developing productive relationships by networking with team members and stakeholders. I am able to balance multiple priorities to assist in the delivery of business strategies. With three years of experience as a Team Leader, I have a true passion for leading, coaching and training people. As an expert in employee engagement, I am able to implement effective initiatives that not only reduce employee initiated turnover but also tangible productivity results. I am now seeking this opportunity.
Overview
7
7
years of professional experience
Work History
Team Leader
Woolworths
03.2021 - Current
- Accountability for the Social Team
- Responsible for all support functions within the business including Service, Complaints, Quality Assurance, Compliance, Training and Coaching.
- Running a team of up to 30 direct reports and 60 in-direct reports.
- Interview Leader/Team Member candidates both internally.
- Ownership of key stakeholder relationships.
- Stakeholders meetings on a weekly basis Identifying and streamlining operations efficiencies to drive productivity, increase performance and exceed customer satisfaction.
- Analysis of reasons for repeat contacts and worked with the Continuous Improvement team to reduce repeat contacts for both inbound and chat functionalities.
- Implementing people initiatives to prevent attrition and reduce unplanned leave.
- Led new inductions to improve attrition and improve team members speed to competency.
- Managing and executing various projects.
- Driving company values, policies and procedures.
Second Cohort NextGen, Participant
11.2020 - 03.2021
- Understanding the Strategic Pillars in a business environment
- Understanding Change in Leadership
- Communications Skills (how people communicate and any barriers)
- Coaching for Success
- Difficult Conversations (Listening, flagging, positive language)
- Building a Resilient mindset
- Holding effective meetings
- Understanding the Power of one.
Senior Disputes Resolution
Woolworths Mobile
11.2019 - 03.2021
- Assisting with escalated situations/complaint cases
- Assisting with team engagement
- Floor Managing/assisting frontline team with customer scenarios/questions
- Leading by example when handling customer interactions
- Providing guidance and mentoring to the team
- Managing complaints from the TIO
- Running Training School for Woolworths Mobile
- Running Inductions for Woolworths Mobile
- Updating/creating Knowledge Base Articles
- Creating an Induction Schedule
- Creating relevant templates and update sheets
Team Senior
Woolworths Mobile
01.2019 - 11.2019
- During this time I really begun to share my passion for coaching and development with the team by giving tips and creating initiatives for better learning and development
- Providing guidance and mentoring to the team
- Assisting with escalated situations/complaint cases
- Assisting with team engagement
- Floor Managing/assisting frontline team with customer scenarios/questions
- Leading by example when handling customer interactions
- Side by Side Coaching
- Live Listening
Customer Service Representative
Woolworths Mobile
11.2016 - 01.2019
- During my time as a team member for Woolworths Mobile I started off being employed by Salmat and later moved into a full time employee with
- Woolworths
- Meeting a 90% adherence and above
- Exceeding in Compliance, with a low Average Handling of Time
- Working with the team to keep a high GOS rate and low
- Abandonment rate
- Effectively delivering policy information to clients and potential customers
- Receptive to feedback and seizing opportunities
- Taking every opportunity to learn and develop management skills
- Having an extremely passionate and energetic attitude
Education
Bachelor of Nursing Degree -
Western Sydney University
Cert IV Mental Health - undefined
Skills
- Team support
- Cross-functional team collaboration
- Reporting and analytics
- Effective time management
- Schedule ahead
- Flexible and adaptable to change
- Reliable and prompt
- Coaching and mentoring
Timeline
Team Leader
Woolworths
03.2021 - Current
Second Cohort NextGen, Participant
11.2020 - 03.2021
Senior Disputes Resolution
Woolworths Mobile
11.2019 - 03.2021
Team Senior
Woolworths Mobile
01.2019 - 11.2019
Customer Service Representative
Woolworths Mobile
11.2016 - 01.2019
Bachelor of Nursing Degree -
Western Sydney University
Cert IV Mental Health - undefined
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