Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Aleksandar Karapalevski

Catherine Field,Australia

Summary

Experienced and proficient sales and service professional with ten years of experience in facilitating industry leading support services and team management seeking to progress my career, further developing skills and knowledge within a specialised industry while contributing to the success of a well-established professional organisation.

Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.

Overview

21
21
years of professional experience

Work History

Customer Service Specialist 2IC

Commonwealth Bank
09.2022 - 04.2025
  • Managing Staff and compliance.
  • Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
  • Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
  • Supported branch sales goals with effective cross-selling of banking products, increasing overall revenue.
  • Collaborated with team members to meet monthly performance targets, contributing to the branch''s success.
  • Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
  • Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
  • Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
  • Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
  • Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
  • Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
  • Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
  • Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on ways to enhance performance levels within the department.
  • Evaluated teller performance regularly, offering constructive feedback and personalized coaching when necessary.
  • Streamlined teller operations for improved productivity, implementing updated policies and procedures.
  • Managed cash inventory, ensuring sufficient funds were available for daily transactions without compromising security protocols.
  • Upheld strict confidentiality standards regarding customer data while staying current on industry trends and best practices in banking security.
  • End of Day balancing

Merchant Payment Specialist

Commonwealth Bank
05.2021 - 09.2022
  • Improved profitability and developed pipeline leveraging multiple marketing channels and sales strategies.
  • Follow-up with clients after installations to assess quality service and customer satisfaction.
  • Fostered relationships with customers to expand customer base and enhance loyalty and retention.
  • Identified customer need to deliver relevant product solutions and promotions and meet target budgets.
  • Created sales and revenue-generating opportunities in new markets to improve bottom line.
  • Enhanced customer journey in alignment with service policies and standards, elevating satisfaction and referral rates.
  • Mentored junior team members, fostering a culture of continuous improvement and professional growth within the organization.
  • Enhanced customer satisfaction by providing exceptional service and product knowledge.

Merchant Sales Representative

Commonwealth Bank
08.2013 - 05.2021
  • Improved profitability and developed pipeline leveraging multiple marketing channels and sales strategies.
  • Follow-up with clients after installations to assess quality service and customer satisfaction.
  • Fostered relationships with customers to expand customer base and enhance loyalty and retention.
  • Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
  • Created sales and revenue-generating opportunities in new markets to improve bottom line.
  • Enhanced customer journey in alignment with service policies and standards, elevating satisfaction and referral rates.

Merchant Services Representative

Commonwealth Bank
10.2012 - 08.2013
  • Responded to customer inquiries to drive highest level of customer service and develop and continually enhance relationships.
  • Analyzed client capital structures and plans and recommended products and financial strategies to meet needs.
  • Answered questions regarding company policies and services as well as store inventory and delivery options, customer service and technical support.
  • Documented customer inquiries and feedback, including service delivery suggestions in company database.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Explained key information regarding products and services to customers to encourage informed decision-making.

Sales Auditor

Best and Less
12.2010 - 10.2012
  • Performed internal auditing of daily totals and deposits of company receipts for accuracy and reconciled monthly credit card and depository accounts.
  • Cross-trained employees, enabling completion of all priority tasks during personnel absences.
  • Performed audits of operational and financial areas to check compliance.
  • Maintained quality levels above prescribed minimums to support team productivity and efficiency.
  • Identified and corrected data entry errors to prevent duplication across systems.
  • Identified system and account issues to quickly and accurately resolve.
  • Obtained scanned records and uploaded into company databases.
  • Transferred written information into databases to maintain consistent, accurate client records and project details.
  • Translated written documentation and notes into emails and other types of correspondence.
  • Volunteered to assist with special office projects, successfully completing all tasks prior to deadlines.

Sales Team Supervisor

Best and Less
10.2007 - 12.2010
  • Monitored performance of sales team and implemented improved methods where needed.
  • Implemented improved methods to assist with marketing campaigns performance.
  • Assessed, optimized and elevated operations to target current and expected demands.
  • Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Followed all safety protocols and company processes and procedures.
  • Employed process improvement initiatives within department.
  • Streamlined ordering and Inventory procedures to identify top sellers and reduce over-stock.
  • Coached, trained and mentored new team members and manager trainees.
  • Cultivated culture of empowerment to help employees better meet customer needs with minimal oversight.
  • Performed opening and closing duties as part of management team, including cash management.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Balanced workloads to meet targets without overtaxing employees.

Sales Assistant

Best and Less
03.2004 - 10.2007
  • Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
  • Handled credit and debit card payment processing to complete purchasing experience.
  • Fostered relationships with customers to expand customer base and enhance loyalty and retention.
  • Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
  • Answered questions about current promotions and resolved issues according to store policies.
  • Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
  • Collaborated with retailers to strengthen product exposure with optimal locations, shelf positions and signage.
  • Accepted and completed cash, check and credit card payments.
  • Used product knowledge to assist customers and suggest products.
  • Supported sales personnel with technical solutions, costing and client presentations.
  • Met and consistently exceeded revenue targets with proactive, customer-specific suggestions of accessories and related items.
  • Answered customers' questions regarding products, prices and availability.
  • Stayed current on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge.
  • Met with customers to help with selecting merchandise, finding accessories and completing purchases.
  • Suggested appropriate products and answered questions for customers.
  • Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
  • Conducted evaluations to identify targets, enhanced business plans and provided professional and smooth customer presentations.
  • Maintained well-stocked and organized sales floor with latest merchandise to drive sustained sales revenue.
  • Received and processed product returns.
  • Reset store displays for special events and seasonal merchandise changes.
  • Mentored new employees on customer service, money handling and organizing strategies to maximize performance, productivity and team success.
  • Priced out products upon request of customers.
  • Processed payments and maintained accurate drawers to meet financial targets.
  • Worked with off-site locations to find desired items for customers.
  • Maintained current store, product and promotional knowledge to drive consistent sales.
  • Engaged positively with each customer, providing professional and polite support for sales and service needs.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Assisted in strategic planning and setup of merchandise displays to promote target products and attract customer traffic.

Education

Certificate of Visual Merchandising - Retailing

TAFE NSW
Kogarah, NSW

Certificate IV - Accounting

SYDNEY INSTITUTE
Sydney, NSW
01.2019

Diploma - Banking Services Management, Banking and Financial Support Services

TAFE NSW
Blacktown, NSW
01.2013

Certificate IV - Banking Services, Banking and Financial Support Services

Tafe
Blacktown, NSW
01.2008

Diploma - Retail Management

TAFE NSW
Kogarah, NSW
01.2007

Certificate IV - Retail Management

TAFE NSW
Kogarah, NSW
06.2006

Certificate III - Retail Supervision, Retail Management

TAFE NSW
Kogarah, NSW
06.2005

Certificate II - Retail Operations, Retailing

TAFE NSW
Kogarah, NSW
06.2004

Skills

  • Communication
  • Leadership
  • Team management
  • Professional negotiation
  • Problem solving
  • Customer service
  • Sales
  • Inventory management
  • Budget management
  • IT professionalism
  • Microsoft Windows & Microsoft Office
  • Apple Operating Systems
  • Banking
  • Leadership and mentoring
  • Negotiation skills
  • Retail Management
  • Inside and outside sales
  • Relationship selling
  • Post-sales support
  • Product and service knowledge
  • B2B and B2C sales
  • Sales closing
  • Product management and pricing
  • Personnel training
  • Product merchandising and distribution
  • Sales development
  • Customer retention abilities
  • Territory growth
  • Promotional planning
  • Customer needs assessment
  • Business development
  • Strategy development
  • Product merchandising
  • Market research and analysis
  • Lead generation
  • Negotiations
  • Prospecting skills
  • Key account generation
  • Client account management
  • Good communication skills
  • Customer relations
  • Call center experience
  • Positive attitude
  • Teamwork and collaboration
  • Problem-solving
  • Cash handling

Languages

English
Native or Bilingual
Macedonian
Native or Bilingual

Timeline

Customer Service Specialist 2IC

Commonwealth Bank
09.2022 - 04.2025

Merchant Payment Specialist

Commonwealth Bank
05.2021 - 09.2022

Merchant Sales Representative

Commonwealth Bank
08.2013 - 05.2021

Merchant Services Representative

Commonwealth Bank
10.2012 - 08.2013

Sales Auditor

Best and Less
12.2010 - 10.2012

Sales Team Supervisor

Best and Less
10.2007 - 12.2010

Sales Assistant

Best and Less
03.2004 - 10.2007

Diploma - Banking Services Management, Banking and Financial Support Services

TAFE NSW

Certificate IV - Banking Services, Banking and Financial Support Services

Tafe

Diploma - Retail Management

TAFE NSW

Certificate IV - Retail Management

TAFE NSW

Certificate III - Retail Supervision, Retail Management

TAFE NSW

Certificate II - Retail Operations, Retailing

TAFE NSW

Certificate of Visual Merchandising - Retailing

TAFE NSW

Certificate IV - Accounting

SYDNEY INSTITUTE

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Aleksandar Karapalevski