Abi Yassine
MELBOURNE,VIC
Summary
With 10 years of proven experience providing customer service for several different companies, I am confident I will make an immediate contribution to your team. I have demonstrated the ability to effectively handle difficult situations and tricky enquiries while adhering to all policies, procedures and standard guidelines. You will get to know that I am a detail-oriented person and have superhuman analytical skills, at work and in life. I possess remarkable interpersonal skills and can quickly resolve issues in an organised and timely managed manner.
Overview
19
19
years of professional experience
Work History
SPECIALIST
AWARE SUPER
01.2020 - Current
- Deliver a ‘member’s first’ experience through effective handling of member enquiries through various service channels, including phone, email, social and web chat.
- Promote customer retention and satisfaction by identifying and understanding member needs, and undertaking problem solving and analysis to provide appropriate resolution to their enquiry identifying the appropriate insurance policies to meet customer requirements.
- Provide factual, accurate and consistent information to customer enquiries.
- Assess whether an advice service is required, and refer member to either a Superannuation Adviser or a Financial Planner as appropriate.
- Provide optimum levels of service by responding to enquiries professionally, listening and developing a rapport with the customer and taking all necessary action to solve customer problems within agreed service levels.
- Escalate complaints where required to the leadership team.
- Demonstrate resilience and professionalism in handling difficult customers.
- Explain FTC scheme information and superannuation industry knowledge in simple and practical terms.
- Complete task note activity and enter relevant data to ensure customer accounts and systems are accurate and provides the business with required information.
- Provide effective follow up to ensure the customers enquiry is resolved effectively.
- Advise Team Leader of any technical/system problems and difficulties.
INBOUND SALES & SERVICE
SUNCORP
06.2016 - 01.2020
- Identifying the appropriate insurance policies to meet customer requirements.
- Delivering a seamless customer experience on various insurance products that provides value for our customers.
- Achieve customer sales and service targets set for all customer segment.
- Advocate customer propositions to create value for customers through products and across banking, wealth, life, personal and commercial insurance.
IRG
01.2015 - 04.2016
- Daily report findings with detailed and specific information in regard to QA monitor calls.
- Develop action plans based on identified areas needed to improve upon.
- Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to customers.
- Provide statistical performance feedback for sales agents on a regular basis.
- Enter data in CRM promptly and accurately according to scoring and guidelines.
- Ensure quality is delivered consistently and meet the expectations set by client.
- Consistently achieving and surpassing key performance indicators.
- Assist my manager with daily operation of the call centre to include the development, analyses and implementation of training, telemarketing, scheduling and reward/recognition programs.
- Work as a member/leader of special or ongoing projects that are important to area/process improvement.
- QUALITY ASSURANCE SPECIALIST – ENERGY INDUSTRY
TOYOTA MOTOR CORPORATION (TMCA)
09.2015 - 11.2015
- Investigating, resolving and reporting of all customer related complaints.
- Entering every detail of complaints accurately into Toyota CRM, Sales force.
- Be the main point of contact for irate clients, liaising with Toyota dealerships.
- Appointment setting follows ups, advising clients of outcome.
- Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.
- Full product knowledge required across the whole of the business and its products.
- Making sure all cases have been investigated and closed within KPI time, 48-72 hours.
- Respond to customer web enquiries and create case reports for all complaint.
- STELLAR PACIFIC COMPLAINTS CASE MANAGEMENT
SAVE THE CHILDREN CHARITY
11.2013 - 09.2015
- Responsible for making a range of outbound calls to both new and existing donors.
- Providing excellent customer service care, building relationships and improving retention.
- Maintaining all Donor records accurately and amending any information requested by donor.
- Exceeding required sales targets daily and promoting the organisation’s presence throughout Australia.
- Respond to donor web queries within 24 hours.
- Acknowledged, awarded and thanked by the client for my conversion rate of 45%, target being 26%.
SALMAT
01.2011 - 10.2013
- Prepared effective action plans and schedules in order to meet sales targets.
- Exceeded sales KPI daily, a true and passionate sales gun, with commission earnings close to $4,000 a month.
- Pre-qualification of new leads through outbound and inbound sales calls.
- Perfected knowledge of product, market and sales strategy.
- Effectively communicating to all new or existing clients as the first point of contact for any sales related enquiries.
- MLC CREDIT CARD INSURANCE SALES
PRACOM
11.2007 - 11.2011
- Selling valuable ideas and resolutions through products benefits and features.
- Creating further leads from existing cold call sales.
- Constantly self-training for better understanding of all products, benefiting the number of sales made a day.
- Effectively communicating and motivating staff when vibes are low, due to sales being under.
- Attentive to customers tone, manner, words and quickly identifying sales triggers, and or rapport building opportunities.
- Coaching new staff how to operate company CRM & sharing my sales wisdom, selling tactics.
- OPTUS – COLD CALLING SALES AGENT
Education
Diploma -
Northcote Secondary Collage
Certificate IV -
Call Centre Operations
Skills
- Efficient
- Accurate
- Precise
- Adaptable
- Independent
- Self-motivator
- Analytical skills
- Attention to detail
- Organised
- Self-time management
- Resilient
- Confident
- Honest
- Transparent
- Motivated
- Goal setter
- Teamwork
Professional Referees
- Daniel W, Supervisor, Aware Super, Contact details available on request
- Harmeet, Project Manager, Pracom, Contact details available on request
- Dean, Team Leader, Salmat - MLC, Contact details available on request
- Abishek, Project Manager, Save the children, Contact details available on request
Timeline
SPECIALIST
AWARE SUPER
01.2020 - Current
INBOUND SALES & SERVICE
SUNCORP
06.2016 - 01.2020
TOYOTA MOTOR CORPORATION (TMCA)
09.2015 - 11.2015
IRG
01.2015 - 04.2016
SAVE THE CHILDREN CHARITY
11.2013 - 09.2015
SALMAT
01.2011 - 10.2013
PRACOM
11.2007 - 11.2011
Diploma -
Northcote Secondary Collage
Certificate IV -
Call Centre Operations