John Youssef
Fraser Rise`
Summary
Experienced supervisor proficient in leading team members to ensure timely job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals. Committed to continuous improvement in my professional development, I actively seek opportunities to acquire new skills and apply them to enhance my day-to-day job performance. This proactive approach allows me to contribute effectively to ongoing success and adapt to evolving challenges within the workplace.
Overview
2
2
years of professional experience
Work History
Circle Leader
Probe Group (Coles Online Campaign)
11.2022 - Current
- Managed a team of 20 agents, providing guidance and support to ensure the achievement of targets and Key Performance Indicators (KPIs)
- Consistently achieved personal targets and Key Performance Indicators (KPIs) through diligent work management and staying proactive in my responsibilities.
- Facilitated various training sessions for new hires, ensuring a seamless onboarding process.
- Supported real-time analyst responsibilities, including real-time monitoring, schedule adjustments for optimal coverage, queue oversight, and ensuring agents' occupancy targets are met.
- Contributed as a member of the Culture Council, actively involved in organizing enjoyable activities and events within the office to foster a positive and fun environment for the agents.
- Managed escalations from the client and ensured smooth resolution processes to maintain high customer satisfaction levels.
- Performed quality assurance evaluations to guarantee that agents' interactions met and exceeded established standards.
- Developed and distributed daily reports to both internal management and clients.
Customer Service Representative
Probe Group (Coles Online Campaign)
07.2021 - 11.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Education
Bachelor of Science - Bachelor of Applied Science (Psychology)
RMIT University
Melbourne, VIC12.2020
High School Diploma -
Broumanna High School
Broumanna, Lebanon06.2015
Skills
- Operational Efficiency
- Verbal and Written Communication
- Team Management
- Employee Training and Development
- Conflict Resolution
- Motivational Leadership
- Strategic Planning
- Flexibility in Handling Change
- Ability to Work in a Fast-Paced Environment
- Analytical Thinking
- Decision-Making
- Proactive Learning
References
Amanda Beckerleg
Probe Group PTY LTD
Operations Manager
0479 123 733
Caleb Hanneybel
Probe Group PTY LTD
Circle Leader
0466 569 824
Timeline
Circle Leader
Probe Group (Coles Online Campaign)
11.2022 - Current
Customer Service Representative
Probe Group (Coles Online Campaign)
07.2021 - 11.2022
Bachelor of Science - Bachelor of Applied Science (Psychology)
RMIT University
High School Diploma -
Broumanna High School
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