Daniel James Lukic
Penshurst,NSW
Summary
I am a talented, experienced and dedicated Team Leader with nearly 20 years' contact centre experience who is focused on enhancing employee satisfaction and business success. I am a suitable balance of both diplomacy and affability with proven commitment to delivering on KPIs. Finally, I am a hardworking team player who brings the necessary desire and knowledge to tackle any challenge.
Overview
18
18
years of professional experience
Work History
Workforce Planning Team Leader
Employsure Australia
Haymarket, NSW
06.2023 - 05.2024
- Lead a Workforce Planning team of ~5 employees to confirm compliance with set procedures and quality requirements.
- Monitored performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with multiple stakeholders through positive attitude and attentive response.
- Consistently delivered on predetermined Key Performance metrics to ensure satisfactory client outcomes.
Workforce Planning Analyst
Brightsky Australia
Newington, NSW
01.2022 - 06.2023
- Prepared and maintained reports and performance dashboard(s).
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center teams.
- Performed ad hoc reporting and analysis to improve overall performance of our contact center and simultaneously enable strong understanding of our performance.
Restaurant Owner
Veggie Nook Pty Ltd
Wollongong, NSW
02.2021 - 12.2021
- Supervised daily restaurant operations, ensuring smooth workflow and timely resolution of any issues that arose.
- Managed ~12 restaurant employees, both front- and back-of-house, to ensure high levels of quality and performance
- Set employee schedules, delegated work, and monitored customer satisfaction along with service performance.
- Maintained our Social Media platforms and website.
Workforce Real Time Analyst
Members Equity Bank
Melbourne, VIC
02.2016 - 02.2021
- Maintained performance within our agreed upon SLs by identifying trends in real-time data and making necessary adjustments to allocations.
- Efficiently and conscientiously managed time-off requests and ongoing, proactive communication with employees.
- Supported operations teams by providing timely and accurate information on employee availability and schedule adherence.
- Ensured compliance regarding breaks, lunch schedules, overtime, and other applicable regulations relating to employee work hours.
Reservations Coordinator
Carnival Corporation&Plc
North Sydney, NSW
11.2006 - 12.2015
- Offered appropriate reservation options based on client requests, demands and individual travel histor(ies).
- Arranged travel accommodations for groups, couples, professionals, and special needs clients.
- Designed personalized vacation experiences based on thorough understanding of each client's interests, budget constraints, and desired outcomes.
- Consistently provided exceptional customer service and outcomes by promptly addressing concerns and resolving issues, leading to numerous positive reviews and recommendations from satisfied clients.
Education
Bachelor of Social Science -
Western Sydney University
Sydney, NSW04.2006
Certificate IV - Business Administration
TAFE
South Sydney Campus12.2004
High School Diploma -
Kingscliff High School
Kingscliff, NSW11.2003
Skills
- Teamwork and Collaboration
- Problem-Solving
- People Management and Staff Training
- Documentation and Reporting
- Workforce Utilisation
- Performance Improvement
- Scheduling, Rostering and Forecasting
Timeline
Workforce Planning Team Leader
Employsure Australia
06.2023 - 05.2024
Workforce Planning Analyst
Brightsky Australia
01.2022 - 06.2023
Restaurant Owner
Veggie Nook Pty Ltd
02.2021 - 12.2021
Workforce Real Time Analyst
Members Equity Bank
02.2016 - 02.2021
Reservations Coordinator
Carnival Corporation&Plc
11.2006 - 12.2015
Bachelor of Social Science -
Western Sydney University
Certificate IV - Business Administration
TAFE
High School Diploma -
Kingscliff High School