Cesar Cala
Sydney,NSW
Summary
Proven leader in customer service and operations, I enhanced team efficiency by 30% at Torre Corporation through innovative CRM strategies and training. Skilled in Zendesk, Salesforce, and bilingual communication, I excel in problem-solving and client relations, ensuring high satisfaction and productivity.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Senior Customer Service Coordinator
Torre corporation
Sydney, NSW
01.2024 - Current
- Managed a team of 10 customer service representatives, improving efficiency and response time by 30%.
- Implemented a new CRM system (Zendesk/Salesforce), reducing customer issue resolution time by 40%.
- Handled high-volume customer inquiries (100+ daily), ensuring a 98% customer satisfaction rate.
- Developed customer feedback strategies, leading to process improvements and increased customer retention.
- Conducted training workshops for new employees, improving their problem-solving and communication skills.
Administrative & Operations Assistant
FMR solutions
Sydney, NSW
02.2023 - 12.2023
- Managed daily office operations, including scheduling, report preparation, and internal communications.
- Assisted in budgeting and expense tracking, optimizing administrative costs by 15%.
- Coordinated between departments and external stakeholders, ensuring seamless communication.
- Designed and implemented a time management system, increasing team productivity.
- Handled confidential documents ensuring security and privacy of information.
Education
Some College (No Degree) - Costumer Service Certificate
Alison Empower Yourself
Sydney Olympic Park, NSWSome College (No Degree) - Time Management Certificate
Alison Empower Yourself
Sydney Olympic Park, NSWSome College (No Degree) - English C1 Certificate
SBTA&SELA
Sydney, NSWSkills
✔️ Customer Service & Client Relations – Strong ability to handle customer inquiries, resolve issues, and improve satisfaction rates
✔️ Time Management & Organization – Certified in effective time management strategies to optimize productivity
✔️ CRM & Office Software Proficiency – Experienced in Zendesk, Salesforce, Microsoft Office (Excel, Word, Outlook), Google Workspace
✔️ Problem-Solving & Decision-Making – Ability to think critically and provide effective solutions to customer and administrative challenges
✔️ Leadership & Team Coordination – Experience training and supervising teams to improve customer service performance
✔️ Bilingual Communication – Fluent in English (C1) & Spanish, capable of providing high-quality customer support in both languages
✔️ Administrative Support & Data Management – Skilled in report writing, scheduling, and document organization to streamline office operations
Affiliations
✔️ Professional Development – Continuous learning through Alison & Coursera courses.
✔️ Public Speaking – Attending workshops to enhance communication skills.
✔️ Volunteering – Supporting customer service training in community projects.
✔️ Sports & Fitness – Passionate about gym workouts and hiking.
✔️ Travel & Culture – Exploring new places and improving language skills.
Accomplishments
🏆 Top Customer Service Performer – Recognized for maintaining a 98% customer satisfaction rate at Torre Corporation.
🏆 Employee of the Month – Awarded 3 times for outstanding service and problem-solving skills.
🏆 Leadership Recognition – Promoted to Senior Customer Service Coordinator after exceeding performance targets.
🏆 CRM System Implementation – Successfully integrated Salesforce/Zendesk, reducing resolution time by 40%.
🏆 English Proficiency Achievement – Earned C1 English Certificate from SBTA & SELA.
Certification
📜 Customer Service Certificate – Alison – Empower Yourself | 2019
📜 Time Management Certificate – Alison – Empower Yourself | 2020
📜 English C1 Certificate – Sydney Business & Travel Academy (SBTA) & Sydney English Language Academy (SELA) | 2021
📜 CRM & Customer Support Training – Torre Corporation | 2022
📜 Leadership & Team Management Certification – Alison – Empower Yourself | 2023
Languages
English
Professional
Spanish
Full Professional
Timeline
Senior Customer Service Coordinator
Torre corporation
01.2024 - Current
Administrative & Operations Assistant
FMR solutions
02.2023 - 12.2023
Some College (No Degree) - Costumer Service Certificate
Alison Empower Yourself
Some College (No Degree) - Time Management Certificate
Alison Empower Yourself
Some College (No Degree) - English C1 Certificate
SBTA&SELA
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