Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Hillary Albanese

Yinnar,VIC

Summary

Skilled and experienced team leader in the sales/customer service area with particular expertise in team leadership/management. Adept in all areas of management, including planning, budgeting, coordinating, coaching and training.

Overview

12
12
years of professional experience

Work History

Supervisor

Augustus Gelatery
Traralgon, VIC
11.2023 - Current
  • Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
  • Created new strategies for improving customer service standards within the organization.
  • Oversaw inventory management, ensuring adequate stock levels and reducing waste.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Trained new employees on company policies, job duties, and performance expectations.

Media Sales Advisor/Team Leader

Spectrum Sales Contact Centre
Yinnar
01.2017 - 12.2019
  • Provided strong, dynamic leadership that mentored, developed, and guided team members to efficiently leverage the value of every call for maximum revenue to clients
  • Analyzed team and individual key performance metrics; prepared reports; devised and implemented incentive programs to improve metrics while maintaining quality
  • Performed call monitoring and provided trending data to the site management team on a Day to Day basis
  • Provided performance coaching and implemented strategies for career development
  • Maintained QA standards for staff, ensured calls were compliant with client standards, escalated issues as needed, and maintained communication with customers and management teams
  • Trained staff and monitored progress for the extent of their probationary period while achieving high levels of productivity
  • Wrote individual developmental plans for the team, as well as, midyear and year-end appraisals
  • Used internal quality monitoring data management system for compiling and tracking performances at team and individual levels
  • Ensured that client and provider issues were dealt with in a timely manner
  • Prepared and presented reports to key stakeholders, White Pages
  • Was responsible for achieving overall targets and KPI's set by the business owners and their respective clients
  • Leading and/or participating in projects and initiatives positively impacting the performance of the center

2IC

Bows Natural Ice-Cream
01.2013 - 01.2017
  • Cash Handling/Balancing Tills
  • Trained staff and monitored progress
  • Dealt with customer complaints in a professional manner
  • Worked efficiently under pressure
  • Taking/Serving customer orders
  • Keeping clear documentation of required records

Education

Mirboo North Secondary College
12.2013

Leongatha Secondary College
12.2009

Skills

  • Effective Time Management
  • Ability to manage and coordinate people
  • Coaching and development of staff
  • Excellent verbal and written communication skills
  • Experienced in dealing with a broad cross-section of people
  • Work well independently and as a team member

References

  • Walter Justice, CEO Spectrum Sales, 0409 803 015
  • Kelly Bonacci, Centre Director & Operations, 0456 222 002
  • Darrel Hendricks, Chief Information Officer, 0413 304 810

Timeline

Supervisor

Augustus Gelatery
11.2023 - Current

Media Sales Advisor/Team Leader

Spectrum Sales Contact Centre
01.2017 - 12.2019

2IC

Bows Natural Ice-Cream
01.2013 - 01.2017

Mirboo North Secondary College

Leongatha Secondary College

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Hillary Albanese