Leif Lalabalavu
Docklands,Victoria
Summary
Accomplished Manager with a proven track record in customer service, enhancing client satisfaction and driving revenue growth through strategic sales initiatives and effective team coaching. Excelled in relationship building and sales expertise, achieving significant client retention and performance metrics improvement. Skilled in staff management and motivational techniques, rapport building and consistently exceeding goals.
Overview
10
10
years of professional experience
Work History
Sales Manager
First Equity IT
Melbourne
04.2023 - 05.2024
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
Customer Messaging Specialist
Commonwealth Bank
Melbourne
01.2021 - 03.2023
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Assisted with staff training to enforce quality, safety and sanitation guidelines.
Security Operations Analyst
Commonwealth Bank
Melbourne, VIC
08.2018 - 01.2021
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Validated results and performed quality assurance to assess accuracy of data.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Queried databases for information needed for report processing.
- Monitored compliance and filing requirements in conjunction with staff and management.
Case Manager
Origin Energy
Melbourne
10.2015 - 05.2017
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
Customer Resolutions Specialist
Origin Energy
Melbourne
09.2014 - 04.2015
- Managed a high volume of customer inquiries, resulting in timely resolutions and positive feedback.
- Enhanced customer satisfaction by promptly addressing and resolving their concerns.
- Spearheaded initiatives aimed at improving overall customer experience, leading to higher retention rates.
- Consistently met or exceeded departmental performance metrics, contributing to the overall success of the team.
- Assisted in the development of training materials focused on improving the skills of other Customer Resolution Specialists within the organization.
- Mentored new hires on best practices in customer resolution techniques, contributing to the overall success of the team.
Education
Certificate IV - Business
Knowledge Space
Melbourne01.2014
Certificate III - Customer Contact
Knowledge Space
Melbourne01.2013
Skills
- Relationship Building
- Sales team training
- Staff Management
- Goals and performance
- Sales expertise
- Motivational Skills
- Client Relationship Management
Timeline
Sales Manager
First Equity IT
04.2023 - 05.2024
Customer Messaging Specialist
Commonwealth Bank
01.2021 - 03.2023
Security Operations Analyst
Commonwealth Bank
08.2018 - 01.2021
Case Manager
Origin Energy
10.2015 - 05.2017
Customer Resolutions Specialist
Origin Energy
09.2014 - 04.2015
Certificate IV - Business
Knowledge Space
Certificate III - Customer Contact
Knowledge Space