Lana Osman
Sydney,NSW
Summary
Driven by a passion for excellence, I leveraged analytical skills and a customer-focused approach at Complete Credit Solutions to enhance team performance and client satisfaction. Through strategic coaching and performance analysis, I achieved significant improvements in efficiency, productivity, and customer loyalty, embodying professionalism and adaptability in dynamic environments.
Overview
7
7
years of professional experience
Work History
Team Performance Manager
Complete Credit Solutions
07.2023 - Current
- Enhanced employee engagement through tailored training programs and workshops.
- Conducted thorough assessments of employee performance, identifying strengths and areas for growth.
- Improved team performance by implementing new KPI tracking systems and providing regular feedback.
- Developed comprehensive performance management strategy, resulting in increased efficiency and productivity across departments.
- Promoted a culture of accountability by reinforcing performance expectations and ensuring timely follow-up on action items.
- Implemented customized coaching plans for individual team members, empowering them to reach their full potential.
- Led quarterly performance reviews, setting attainable goals based on individual strengths and business needs.
Senior Customer Relationship Manager
Complete Credit Solutions
07.2022 - 06.2023
- Managed my portfolio
- Negotiated with customers
- Achieved targets and KPI's.
- Developed and implemented customer service policies and procedures.
- Provided coaching and guidance to junior staff members, enhancing their skills and knowledge in managing customer relationships effectively.
- Analyzed data on customer interactions, identifying trends and areas for improvement in service quality.
- Promoted a culture of collaboration between internal departments to ensure seamless support for customers.
- Resolved complex customer issues, leading to increased satisfaction and loyalty.
- Managed a diverse portfolio of clients from various industries, adapting strategies to suit individual requirements.
- Strengthened customer relationships by understanding their unique needs and providing tailored solutions.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Senior Customer Relationship Manager
Credit Corp
01.2022 - 06.2022
- Developed and implemented customer service policies and procedures.
- Provided coaching and guidance to junior staff members, enhancing their skills and knowledge in managing customer relationships effectively.
- Negotiated contracts with clients, securing long-term business partnerships that generated consistent revenue streams.
- Organized and facilitated training sessions for staff members on best practices in relationship management techniques, resulting in improved service standards across the organization.
- Managed a diverse portfolio of clients from various industries, adapting strategies to suit individual requirements.
- Strengthened customer relationships by understanding their unique needs and providing tailored solutions.
- Managed customer relations on ongoing basis to maximize customer retention.
Customer Relationship Manager
Credit Corp
11.2020 - 06.2021
- Managed my portfolio
- Achieved my target for 12 months straight
- Managed customer relations on ongoing basis to maximize customer retention.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Delivered exceptional after-sales support by maintaining regular contact with clients, ensuring their continued satisfaction with purchased products or services.
Salesperson
The Good Guys
09.2017 - 09.2020
- Worked to build relationships with customers and built potential for additional sales.
- Developed relationships with clients for increased loyalty and repeat business.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
- Increased sales and customer satisfaction through personalized servicing.
- Collaborated with team members to reach collective sales goals, fostering a supportive work environment.
- Provided exceptional customer service, resulting in numerous positive reviews and referrals.
- Provided product benefits and advantages and discussed pricing with interested parties.
- Implemented effective sales strategies to maximize revenue generation.
- Exceeded monthly targets by diligently following up on leads and closing deals promptly.
- Coached new hires on sales techniques, contributing to their development as successful team members.
Education
Bachelor of Arts - Secondary Teaching
Western Sydney University
Sydney, NSW07.2023
Skills
- Coaching and Mentoring
- Customer Focus
- Performance Analysis
- Data Interpretation
- Client Relationship Management
- Risk Assessment
- Data Collection
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Relationship Building
- Team building
- Task Prioritization
- Self Motivation
- Analytical Thinking
- Goal Setting
- Professionalism
- Time management abilities
- Written Communication
- Professional Demeanor
- Analytical Skills
Timeline
Team Performance Manager
Complete Credit Solutions
07.2023 - Current
Senior Customer Relationship Manager
Complete Credit Solutions
07.2022 - 06.2023
Senior Customer Relationship Manager
Credit Corp
01.2022 - 06.2022
Customer Relationship Manager
Credit Corp
11.2020 - 06.2021
Salesperson
The Good Guys
09.2017 - 09.2020
Bachelor of Arts - Secondary Teaching
Western Sydney University
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