Balal Alocozi
Newington,NSW
Summary
Dedicated and results-driven professional with over 10 years of extensive experience in providing exceptional customer service. Proven track record of effectively resolving inquiries, fostering positive customer relationships, and ensuring customer satisfaction. Adept at handling diverse customer needs in fast-paced environments, with a strong commitment to delivering high-quality service. Seeking to leverage my expertise in a customer service role with Metro trains to enhance passenger experiences and contribute to operational excellence.
Overview
14
14
years of professional experience
Work History
Senior Sales and Customer Service Consultant
HCF Hospitals Contribution Fund of Australia
12.2018 - Current
- Impeccable knowledge of Health and Life insurance products, procedures and sales strategy
- Closed 241 Health Policy Sales, Increased Health Revenue by $731,744 and cross selling Life Insurance Revenue total of $11,840 in 1 month
- Approached potential clients by using direct marketing techniques, including mailings and phone contacts
- Developed tailored development and coaching techniques resulting in improved performance and consistent adherence to sales targets and KPI's
- Data management for effective lead generation using Salesforce CRM
- Evaluated leads obtained through direct referrals, lead databases and cold calling
- Supporting, training, and onboarding of new staff, delivering coaching and feedback during side-by-side monthly sessions focusing on building sales skills, transferring knowledge, and changing behaviours
- Demonstrated ability to influence and motivate staff during daily team huddles and monthly one on ones maximizing sales performance
- Utilized direct marketing strategies such as mailings and phone contracts to approach potential clients and increase sales
- Coordinated delivery of quality assurance programs including call evaluations and customer surveys
- Cross sell additional life and ancillary products and services after identifying customer needs and requirements.
Security
Reliable Security
01.2018 - 02.2023
- Assisted in training new security personnel, sharing best practices and ensuring consistency in performance across the team.
- Investigated suspicious activities and persons to maintain security of premises.
- Deescalated potentially volatile situations through effective conflict resolution techniques, protecting property and individuals from harm.
- Provided excellent customer service to clients while maintaining vigilance in addressing security concerns or issues that arose onsite.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Monitored CCTV cameras and alarm systems for security breaches.
Customer Service Consultant
Woolworths Insurance
02.2017 - 12.2018
- Effectively engaged in stakeholder management and change management
- Led and managed a team of 15
- Developed tailored development and coaching techniques resulting in improved performance and consistent adherence to targets and SLAs
- Managed and oversaw all customer contact channels
- Ensured compliance with industry and legal standards
- Composed and sent weekly and monthly excel reporting to clients regarding all facets of the customer service operation using
- Liaised with departments throughout the organization to ensure the best possible experience for partners, clients, and their customers
- Used business intelligence and analytics software Tableau to identify trends and patterns.
Team Leader Customer Service Sales
BilCo
03.2016 - 11.2017
- Led and managed the day-to-day activities of the contact centre providing administrative, financial and operations support to the wider division, ensuring business needs were met
- Coached and mentored staff to build capability across the team
- Investigated customer complaints via numerous avenues including call recordings
- Built and maintained professional relationships with key stakeholders to ensure high quality customer service and operational efficiency
- Prepared and coordinated monthly reports on the performance and progress of the team
- Maintained up to date knowledge of legislation, systems, practices, trends, and approaches
- Maintained web content, internal SharePoint, and knowledge base
- Managed the end-to-end financial responsibilities including budget oversight
- Managed the resourcing and staffing for my business unit
- Strengthened brand and maximized outreach via social media marketing and numerous networking strategies
- Proactively negotiated profitable contracts for all product lines and performed cold calling to senior developers and builders to close sales contracts
- Coached sales associates in product specifications, sales incentives and selling techniques, achieving high customer satisfaction ratings consistently
- Developed and maintained strategic relationships with existing customers.
Customer Service Consultant
Focus Project Marketing PTY
04.2012 - 06.2016
- Effectively orchestrated stakeholder management and adeptly navigated change management dynamics
- Guided and supervised a cohesive team of 12 members, fostering growth through personalized development and coaching methods that led to heightened performance and unwavering achievement of targets and SLAs
- Overseen and managed various customer contact channels, ensuring seamless interactions and exceptional service
- Generated comprehensive weekly and monthly Excel reports, meticulously communicating all aspects of customer service operations to clients
- Leveraged advanced business intelligence and analytics software, specifically Tableau, to discern trends and patterns that informed strategic decisions
- Efficiently managed an expansive international and domestic client database for a real estate enterprise, specializing in property sales across Melbourne, Sydney, Philippines, Malaysia, and Singapore
- Curated and updated a diverse inventory of properties tailored to varying needs and budgets, spanning commercial and industrial sectors
- Engaged closely with clients, facilitating essential processes such as securing loans, coordinating inspections, and procuring credit reports
- Proactively engaged with potential buyers, informing them about builder incentives and regional developments to enhance sales efforts
- Developed and executed effective marketing plans to boost sales
- Presented compelling purchase offers to sellers for their consideration
- Created immersive virtual home tours for increased buyer exposure.
Customer Service Consultant
Optus GigaForces
05.2010 - 09.2012
- Conducted post-sales follow-ups with clients to gauge satisfaction and identify immediate service needs
- Scheduled appointments with both prospective and existing customers, adeptly promoting and cross-selling new offerings
- Collaborated closely with retail representatives to elevate sales through improved product displays and impactful advertising materials
- Executed cold-calling initiatives and diligently pursued warm leads, effectively securing fresh business opportunities.
Education
Certificate of Registration Real Estate -
Australian College Of Professionals
12.2014
Diploma in Business -
Martin College - Sydney
08.2012
Skills
- Project management
- Leadership and management
- Complaint Resolution
- Relationship Building
- Change Management
- Strategy
- Emergency Response
- Customer Service
- CCTV Monitoring
References
References available upon request.
Timeline
Senior Sales and Customer Service Consultant
HCF Hospitals Contribution Fund of Australia
12.2018 - Current
Security
Reliable Security
01.2018 - 02.2023
Customer Service Consultant
Woolworths Insurance
02.2017 - 12.2018
Team Leader Customer Service Sales
BilCo
03.2016 - 11.2017
Customer Service Consultant
Focus Project Marketing PTY
04.2012 - 06.2016
Customer Service Consultant
Optus GigaForces
05.2010 - 09.2012
Certificate of Registration Real Estate -
Australian College Of Professionals
Diploma in Business -
Martin College - Sydney
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