Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Habib Hosni

Summary

Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.

Overview

11
11
years of professional experience

Work History

Subject Matter Expert (SME)/Team Leader Manager

Startek (Startrack)
11.2020 - 04.2024
  • Escalation point for complex customer enquiries
  • Understanding customers needs to ensure their enquiry is resolved efficiently
  • Providing clear and meaningful responses to customer complaints
  • Acting Team Leader - managing up to 15 team members per shift
  • Holding 1 on 1 monthly meetings with team members to discuss performance
  • Providing clear guidance to staff when needed
  • Training new staff members on policy, procedure and systems
  • Liaise with key stakeholders of the business and 3rd parties to achieve good outcomes for staff and customers
  • Highlight areas of improvement and implementing the changes
  • Lodging VOCs (Voice of Customer)
  • Raising cases for customers regarding complaints and updates via call/email correspondence.
  • Collaborated with management to identify and prioritize new development concepts.
  • Mentored junior team members, contributing to their professional growth and development.
  • Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
  • Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.

Baggage Handler/Lead Loader

Swissport Australia
01.2019 - 01.2020
  • Adhering to strict time sheets in order to ensure smooth aircraft touchdown
  • Loading and unloading Aircrafts
  • Responsible for accurate inventory
  • Meticulous preparations of surroundings before, during and after aircrafts have landed
  • Conducting safety checks on aircrafts on arrival and prior to departure
  • Towing aircrafts to disconnection points
  • Ensuring compliance with airline cleaning standards for all aircrafts
  • Training new staff members of the processes and procedures
  • Ensuring records are accurate across the business by filling out KPIs.
  • Improved baggage handling efficiency by streamlining loading and unloading processes.

Car Detailer/Customer Service

South East Car Detailing
10.2016 - 12.2018
  • Daily communication with staff from mechanics workshop and car dealerships
  • Preparing vehicles for new owner sale and showroom display
  • Specialised car detailing including interior and exterior cleaning.

Office Services Coordinator (6 month contract)

Dairy Australia
03.2016 - 09.2016
  • Managing the operation of the office to ensure smooth day-to-day running, including all office administrative adhoc task and meeting management
  • Raised purchase orders, processed invoices
  • Managing and delegating duties to junior staff members
  • Liaise with key stakeholders of the business
  • Operating the front desk and office reception area, including welcoming of clients
  • Responding to various incoming enquiries from clients, colleagues and service providers
  • Administration tasks successfully undertaken included preparing and submitting business credit card applications/verification, coding and lodging the Company Director and upper management's expenditure receipts, monitoring and updating security passes for personnel (visitor management)
  • Proficient use of ICT and maintenance of data entry and record keeping.

Customer Service Assistant

Target Australia
12.2012 - 03.2016
  • Provision of high quality face-to-face and phone-based customer service
  • Assisting with induction training for staff
  • Working as part of a team to achieve the monthly store budget
  • Keeping well informed about incoming merchandise and stocktake
  • Cleaning and adherence to workplace hygiene practices
  • Working in a fast paced environment with a high 'shopper traffic' turnover
  • Deal with customer concerns and complaints.

Education

Diploma in Sports Development -

NMIT Preston (Now Melbourne Polytechnic)
01.2013

Year 12 (Victorian Certificate of Applied Learning (VCAL)) -

Buckley Park Secondary College
01.2012

Certificate II and III Kitchen Operations -

William Angliss Institute
01.2012

Skills

  • Customer Service Policy and procedure implementation
  • Dealing with customer complaints
  • Time management and organisational skills
  • Attention to detail
  • Excellent communication skills, proficient in nato alphabet
  • Responsible
  • Data processing
  • Negotiation
  • Relationship management
  • Calm in stressful situations
  • High level of computer literacy including Microsoft applications, Peoplesoft, Salesforce, TEAMS, Zoom, Skype, SAP
  • Excellent phone manner
  • Ability to take direction well
  • Proactive approach
  • Training and mentoring
  • Customer Focus

References

Available on request

Timeline

Subject Matter Expert (SME)/Team Leader Manager

Startek (Startrack)
11.2020 - 04.2024

Baggage Handler/Lead Loader

Swissport Australia
01.2019 - 01.2020

Car Detailer/Customer Service

South East Car Detailing
10.2016 - 12.2018

Office Services Coordinator (6 month contract)

Dairy Australia
03.2016 - 09.2016

Customer Service Assistant

Target Australia
12.2012 - 03.2016

Diploma in Sports Development -

NMIT Preston (Now Melbourne Polytechnic)

Year 12 (Victorian Certificate of Applied Learning (VCAL)) -

Buckley Park Secondary College

Certificate II and III Kitchen Operations -

William Angliss Institute

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Habib Hosni