Summary
Overview
Work History
Education
Skills
References
Timeline
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Jack Leske

Melbourne,VIC

Summary

Experienced and customer-focused Call Centre Agent with a proven track record in delivering high-quality service across inbound, outbound, and emergency call environments. Skilled in handling high call volumes, resolving customer issues efficiently, and maintaining a calm, professional demeanour under pressure. Bringing strong communication, active listening, and data entry skills, along with the ability to adapt quickly to new systems and procedures. Known for being reliable, empathetic, and performance-driven, with a strong commitment to customer satisfaction and team success. Now seeking a new opportunity to contribute to a dynamic organization where I can apply my experience, grow professionally, and support positive customer outcomes.

Overview

8
8
years of professional experience

Work History

Schedule Optimizer

NBN
02.2023 - 06.2025
  • A Schedule Optimizer plays a pivotal role in ensuring the efficient and effective deployment of field resources across the NBN network. Working within a dynamic, fast-paced environment, the Schedule Optimizer is responsible for designing, managing, and continuously improving workforce scheduling strategies that align with operational goals, customer expectations, and service level agreements (SLAs).
  • Their work ensures that NBN’s network build, service activations, maintenance tasks, and fault restorations are completed with minimal delays and optimal use of resources. By balancing customer priorities, technician availability, skillsets, geographical constraints, and operational capacity, the Schedule Optimizer directly contributes to service reliability, customer satisfaction, and overall operational efficiency.
  • Key Skills and Competencies:
  • Technical Proficiency: Strong command of scheduling and field service management tools along with proficiency in Excel and data visualization tools.
  • Analytical Thinking: Ability to assess data quickly, identify patterns, and implement solutions that improve resource deployment and job completion rates.
  • Problem Solving: Skilled at handling competing priorities, resolving conflicts, and making time-sensitive decisions that affect service delivery.
  • Communication & Collaboration: Effective communicator who can coordinate across multiple teams and manage expectations with diplomacy and clarity.
  • Adaptability: Thrives in a dynamic environment with shifting priorities, tight deadlines, and evolving service requirements.

Call Centre operative

Custom Fleet
01.2020 - 01.2022
  • A Claims Analyst in a fleet company is responsible for managing and analyzing vehicle-related insurance claims, including accidents, damage, theft, and liability cases involving company-owned vehicles. Their primary goal is to ensure timely, accurate, and cost-effective resolution of claims while minimizing risk and financial loss to the organization. The role bridges multiple functions—insurance coordination, data analysis, vendor management, and internal reporting. A successful Claims Analyst minimizes claim-related costs, reduces downtime, and supports continuous improvement in fleet safety and risk mitigation strategies. Their work directly impacts the bottom line and helps ensure that the fleet remains compliant, operational, and cost-efficient.
  • Key Skills and Competencies:
  • Strong understanding of motor fleet insurance, claims processes, and legal liability
  • Analytical mindset with the ability to interpret data and spot trends
  • Excellent written and verbal communication skills
  • High attention to detail and organizational skills
  • Ability to handle sensitive information with discretion
  • Familiarity with claims and fleet management
  • Experience managing multiple claims in high-volume environments
  • Conflict resolution and negotiation skills

Connecting agent

000 Emergency call Centre
01.2017 - 01.2020
  • A Connecting Agent at 000 Emergency Australia plays a vital frontline role in the national emergency response system. They are responsible for answering incoming Triple Zero (000) calls and quickly directing callers to the appropriate emergency service—Police, Fire, or Ambulance—based on the nature of the incident.
  • This role requires calmness under pressure, clear communication, and fast, accurate decision-making to ensure that critical information is relayed without delay. Connecting Agents are the first point of human contact in life-threatening or high-stress situations, and their ability to act swiftly and professionally helps save lives and protect communities.
  • Key Responsibilities:
  • Call Handling: Answer and manage high volumes of emergency calls with speed, clarity, and professionalism.
  • Service Routing: Quickly identify the correct emergency service needed and connect the caller accordingly.
  • Information Verification: Accurately confirm essential details such as the location of the emergency and nature of the incident.
  • Calm Under Pressure: Maintain composure and control during distressing or emotionally charged calls.
  • System Use: Operate emergency call systems and databases to log calls and escalate critical situations.
  • Team Collaboration: Work closely with dispatchers, supervisors, and emergency services personnel to ensure coordinated responses.

Education

Wesley College

Melbourne Polytechnic (TAFE)

Skills

  • Scheduling & routing software
  • Effective communication and coordination abilities
  • Understanding of NBN technologies and service categories
  • Problem Solving: Skilled at handling competing priorities, resolving conflicts, and making time-sensitive decisions that affect service delivery
  • Excellent communication and active listening
  • The ability to remain calm and think clearly under pressure
  • Strong attention to detail and fast typing/data entry skills
  • Familiarity with call center systems and emergency protocols

References

  • Sashi, Ekamparam, Supervisor, 0466414880, Custom Fleet
  • Ed, Jess, Supervisor, 0409 695 721, NBN

Timeline

Schedule Optimizer

NBN
02.2023 - 06.2025

Call Centre operative

Custom Fleet
01.2020 - 01.2022

Connecting agent

000 Emergency call Centre
01.2017 - 01.2020

Wesley College

Melbourne Polytechnic (TAFE)

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Jack Leske