Damian Dimitriyevich
Belmore
Summary
Results-driven, retail business manager, proficient in overseeing operations with practiced leadership skills and strong attention to detail. History of meeting demanding objectives by training and motivating employees in performance requirements, standard procedures and adhering to policies. With a proven track record at Travelex and other businesses, I excelled in enhancing operations and team productivity, achieving the top region in customer satisfaction. My leadership has fostered strong relationships and high employee retention, demonstrating my ability to meet and exceed particular business goals with a strategic and dynamic approach.
Overview
19
19
years of professional experience
Work History
Area Manager
Travelex
07.2022 - Current
- Overseeing NSW-ACT region, 16 stores.
- Liaising with HR department, performance management etc.
- Top performing and maintained region, in regards to customer satisfaction and highest increase in goggle reviews and score.
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
- Increased team productivity by streamlining processes and implementing more efficient systems.
- Adhering to strict compliance regulations, KYC, AML and more.
- P&L exposure.
- New product launches, liaising with marketing to see whats working and what needs improvement, along with checking website regularly to give feedback on current promotions.
- Ensuring customer complaints are handled professionally and in a timely manner to give the client the best outcome based on the situation.
- Completing JR's along with full responsibility and accountability for recruitment.
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business,based on our service structure and pillars.
- Facilitated conflict resolution among team members, promoting open communication and fostering a positive workplace culture.
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Achieved high employee retention rates by creating an inclusive work environment where staff felt valued and supported.
- Built relationships with customers and community to establish long-term business growth.
Elite Training Crypto Customer Support Agent
Arringo
02.2020 - 11.2021
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Contributed to the development of internal training materials, boosting team efficiency in assisting customers more effectively.
- Assisted customers through multiple channels including phone, email, live chat, and social media platforms for increased accessibility and convenience.
- Conducted thorough investigations into customer issues, providing detailed resolutions tailored to each unique situation.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Training and development with all new team to ensure KPI's and quality of work was achieved.
- Constant follow ups on performance with teams, recognition for good performers and additional coaching where needed.
- Completing 4 chats with clients consistently throughout rotating shifts. Inbound and outbound calls to various countries, Australia,New Zealand,All of Europe and the US.
- Exposure to KYC, regulated and un regulated markets.
- Assisting the clients with navigating our site.
- Making purchases and transfers to their choice of recipient, also investigating the site to ensure to avoid fraudulent deposits and behaviour's by also checking wallet transactions.
- Checking client IPs to ensure they are in their true location, using BIN checkers to check cards are legitimate and from the bank stated.
- Uploading and checking documents required by regulators for verification.
- Liaising with KYC, Payments and Fraud department on a regular basis. 94 to 100 percent satisfaction rate which was the highest consistently throughout the brand.
- One of a handful to receive 100 percent on my audit. Assisting clients with affiliate programs.
- Educating clients on the Blockchain and all-round Bitcoin processes.
- Creating new canned responses for the brand to ensure all agents are providing correct and concise information.
- Adding articles to the knowledge base, which is essentially the company bible on how to operate on general support.
Area Manager
Florsheim Shoes
07.2019 - 02.2020
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Continuously improved operational procedures through ongoing evaluation of existing practices, incorporating feedback from team members and adopting industry best practices.
- Transformed underperforming teams into productive, profitable teams.
- Resolved conflicts promptly to promote positive environment for customers.
- Achieved high employee retention rates by creating an inclusive work environment where staff felt valued and supported.
- Supervised various locations, enforcing high-quality standards of operation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Recruitment Executive
Frontline
07.2018 - 07.2019
- Hired employees and initiated new hire paperwork process.
- Promptly corresponded with applicants and coordinated and conducted interviews.
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
- Supported programs by preparing worksheets, gathering communication materials, and coordinating meetings.
- Responded to trends, developments, threats and opportunities to increase conversion rates.
- Business development management and building a cold desk.
- Ensuring the perfect match for client and candidate alike by sticking to strick briefs.
- Driving excellence and best practice at every opportunity.
- Ensuring targets and KPI's are met. Managing an effective employee performance review system.
- Ensuring as a senior consultant to assist junior's, share ideas and assist with how to staircase with clients and candidates alike.
- Developed strong relationships with hiring managers to better understand their needs and tailor recruitment strategies accordingly.
- Coordinated seamless onboarding experiences for new hires by collaborating closely with HR staff members responsible for orientation, training, and benefits administration.
- Conducted exit interviews with departing employees to gather insights on potential areas of improvement within the organization''s recruitment and retention strategies.
- Negotiated competitive salary packages for successful candidates, ensuring both employee satisfaction and cost-effectiveness for the company.
National Manager
Ice Designs Clothing
09.2017 - 09.2018
Area Manager
Ice Designs Clothing
11.2015 - 09.2017
Wholesale Account Executive
Ice Design Clothing
09.2015 - 11.2015
Department Manager
Target
01.2014 - 09.2015
Cluster Manager
Super Retail Group
01.2013 - 01.2014
Store Manager
Ben Sherman
09.2011 - 01.2013
Store Manager
AQUILA
01.2006 - 08.2011
Education
High School Diploma -
Wodonga West Secondary College
Wodonga, VICSkills
- Team management
- Team training and development
- Controlling costs
- AML and KYC knowledge
- Customer relationship management
- Business development (B2B)
- Recruitment and hiring
- Leadership skills
Languages
English
Native or Bilingual
Timeline
Area Manager
Travelex
07.2022 - Current
Elite Training Crypto Customer Support Agent
Arringo
02.2020 - 11.2021
Area Manager
Florsheim Shoes
07.2019 - 02.2020
Recruitment Executive
Frontline
07.2018 - 07.2019
National Manager
Ice Designs Clothing
09.2017 - 09.2018
Area Manager
Ice Designs Clothing
11.2015 - 09.2017
Wholesale Account Executive
Ice Design Clothing
09.2015 - 11.2015
Department Manager
Target
01.2014 - 09.2015
Cluster Manager
Super Retail Group
01.2013 - 01.2014
Store Manager
Ben Sherman
09.2011 - 01.2013
Store Manager
AQUILA
01.2006 - 08.2011
High School Diploma -
Wodonga West Secondary College
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