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
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
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
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
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
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
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