Ali Abdallah
Donnybrook,VIC
Summary
I have developed a passion for customer service at a young age whilst being a part of many family businesses as it was an important part in ensuring that the family business was a success. I am a ambitious, driven and a former experienced pest technician/disability employment service consultant with a qualified 11+ year experience in customer service. I am agile and resilient to change, aligning to organizational goals & objectives. I persistently strive for professional and service delivery improvements. I am currently a service manager and am responsible of leading and managing a team of 15 field service technicians. One of many goals I have accomplished is to inspire my employees to achieve their full potential. My focus on the customer’s and technicians needs and ability to listen and make appropriate recommendations is paramount This ensures that the customer is satisfied and will always come back to me first. It also ensures that my employees enjoy their journey and love coming to work. I work very well in a team environment and love meeting new people. There are no limits or boundaries in making my team a success. I am no stranger to hard work and I am always beyond what is required. I have previously successfully trained individuals as a senior pest technician field trainer for 6.5 years and I have a demonstrated a record of accomplishment of successful mentoring and service delivery throughout my previous career experience at Rentokil Initial. I pride myself on exceeding client’s expectations and maintain achieving targets. Most importantly, throughout my career I always put safety first by ensuring compliance to strict OH&S/DHHS standards.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Local Service Manager
Rentokil Initial
02.2023 - Current
- Supervise, develop, and coach a team of 15 service technicians with potential to further growth in service headcount to achieve targets
- Monitor and review service productivity rates, seek improvement and continually improve productivity year on year
- Maintain strong key stakeholder relationships within my customer portfolio
- Implement the regional annual operational plan
- Conduct and participate in monthly team and safety meetings
- Conduct regular site quality audits of client base and premises
- Conduct technician performance assessments (TPA) twice a year on each technician
- Inducting and training new staff members to the team
- Managing and reviewing service runs
- Administration related servicing actions
- Managing customer feedback
- Covering service runs for technicians when required
- Ongoing performance management
- Controlling service costs for my area
- Approving/authorising the service technician’s fortnightly income using the system of kronos
- Ensuring service efficiency is optimised through tools and technology
- Ensure company service practices are met and identify opportunities to improve service standards
- Ensure the team’s company vehicles are maintained in a safe, reliable, and clean condition
- Proactively resolve customer’s issues
- Develop and maintain long-term customer relationships.
- Met with customers to discuss service needs and develop effective and practical solutions
- Coordinated with other departments to maintain streamlined and productive workflow
- Monitored team performance, adhered to service level agreements and provided detailed job training.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Recruited, interviewed and hired employees.
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Set targets for employees to drive company success and strengthen motivation
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
Premium Ambient Scenting Technician & Air Hygiene Installer
Rentokil Initial
01.2022 - 02.2023
- Air hygiene specialist and premium ambient scenting field technician/installer
- Stock control/stock depreciation – Data Entry through the system of Navision
- Job planning and allocating services to my team through the system of trans-data
- Selling/up-selling new and additional job client contracts
- Installing hygiene management systems in line with relevant standards and procedures
- Building rapport with communicating with clients
- Developing and maintaining long term customer relationships
- Communicating with internal stakeholders and clients both orally and in writing
- Manage, maintain, and build upon client relationships.
- Installed new equipment and explained operation and routine maintenance protocols to customers
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance
- Responded to customer inquiries quickly and professionally to increase satisfaction
- Inspected equipment to diagnose operational issues
- Adhered to safety protocols and policies to reduce workplace hazards
- Responded to problems reported by customers by troubleshooting and resolving hardware issues
- Assisted training end users on proper use of hardware and software to deliver excellent customer service
Disability Employment Consultant
WISE Employment
03.2021 - 01.2022
- Providing game-changing customer service experience
- Achieving excellent results by creating opportunities for my clients
- Engage and advocate for the community
- Job coaching and mentoring
- Liaise closely with clients and employers to seek suitable employment
- Prepare candidates for employment through job search support, training work experience and other vocational activities
- Generate new and repeat business through the creation and maintenance of positive customer relationships.
- Conducted assessments, interviews, and job trials with clients to develop person-centered plans for employment and support
- Recognized client employment barriers and devised strategies to resolve
- Assessed individuals to identify skills, strengths and interests for job placement
- Provided clients with on-the-job training and employment related support to maintain and retain employment
- Developed and implemented on-boarding and orientation programs for new employees
Senior Commercial Pest Technician
Rentokil Initial
10.2016 - 03.2021
- Senior field trainer for 6.5 years educating and providing knowledge on commercial pest management
- Selling/up-selling new and additional job client contracts
- Inspecting client premises thoroughly for any signs of pests
- Installing pest management systems/treatments in line with relevant standards and procedures
- Carrying out measures as required to eliminate pests
- Identifying sales leads in the region where possible
- Building rapport with communicating with clients regarding the eradication and prevention process
- Developing and maintaining long term customer relationships
- Communicating with internal stakeholders and clients both orally and in writing
- Manage, maintain, and build upon client relationships
- Setting targets and working both with colleagues and independently.
- Applied pesticides to inside and outside of structures utilizing company protocols
- Wrote detailed reports for each job, noting recommendations, and structural issues that could potentially lead to pest activity
- Responded to customer inquiries and complaints regarding pest control services and solutions
- Determined most efficient method to get rid of pests depending upon type of bug and degree of infestation
- Responded to customer phone calls and emails quickly to maximize service and improve retention rates
- Located and evaluated pest damage to buildings and grounds to determine extent and optimal corrective actions
- Educated and advised customers on preventive measures to reduce pest infestations
- Complied with safety guidelines and regulations with during pest control processes
Tracking, transport, and courier delivery
Jet Couriers
01.2012 - 01.2016
- Perform the delivery tasks and pick-up of customer material in a polite, resourceful, and professional manner
- Load and unload my delivery van
- Ensure documents are delivered and entered accurately
- Coordinate of incoming and outgoing mail
- Communicate with main office and control room through a 2-way radio and mobile device
- Operate vehicle for the delivery of mail, supplies, products, and materials
- Maintain route supply inventory to ensure prompt delivery of products to customers
- Provide basic customer service by giving required information
- Maintain delivery records.
Education
Victorian Certificate of Education
Lalor North Secondary College
Lalor, VIC11.2010
Key Capabilities/Skills
- Very good communication ability (verbal and written)
- Work extremely well in a team
- Ability to lead a team
- Ability to work well under pressure and meet KPI’s
- Strong problem-solving skills with the ability to think outside the box
- Team supervision
- Initiating Mentoring & Coaching skills to provide efficiency in the workplace
- Multilingual in the English and Arabic language
- Prioritization, time, and self-management skills
- Highly experienced in customer service and negotiation skills
- Time management skills, setting targets and working both with colleagues/independently
- Able to solve problems quickly and efficiently
- Effective interpersonal ability within a multi-ethnic environment
- Highly experienced in a variety of software applications (Microsoft word, excel)
Certification
- Victorian Driver’s Licence
- Victorian Pest Control Licence
- Private Security Licence
- Victorian Marine Licence
- Working with Children’s Check
Licenses
- Victorian Driver’s Licence
- Victorian Pest Control Licence
- Private Security Licence
- Victorian Marine Licence
- Working with Children’s Check
References
Available upon request
Timeline
Local Service Manager
Rentokil Initial
02.2023 - Current
Premium Ambient Scenting Technician & Air Hygiene Installer
Rentokil Initial
01.2022 - 02.2023
Disability Employment Consultant
WISE Employment
03.2021 - 01.2022
Senior Commercial Pest Technician
Rentokil Initial
10.2016 - 03.2021
Tracking, transport, and courier delivery
Jet Couriers
01.2012 - 01.2016
Victorian Certificate of Education
Lalor North Secondary College
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