Matthew El-Osta
Melbourne,VIC
Summary
As an accomplished customer service team lead, I bring a wealth of experience in exceeding performance targets. My coaching abilities have consistently motivated teams to achieve exceptional results. I take pride in successfully implementing process improvements that significantly enhance customer satisfaction. Whether it’s B2B or B2C interactions, I navigate both with ease. Thriving in fast-paced environments, I remain open to continuous learning and adaptability. My attention to detail ensures effective communication in every interaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Landscape and Greenlife Expert
Bunnings Craigieburn
11.2020 - Current
- Assisted with customer needs, stocked and merchandised shelves, ensured they were properly ticketed, cleaned and organized the store, completed daily audits, served and took customer payments using POS, BPOS, MPOS, and registers, assisted customers over the phone and helped with customer needs.
Christmas Casual
Typo
12.2020 - 02.2021
- Assisted with opening and closing procedures, ensuring that the store was ready for business each day during peak season.
- Demonstrated strong product knowledge, guiding customers toward ideal purchases for their needs and preferences.
- Managed inventory effectively, ensuring timely replenishment of high-demand items during peak season.
Christmas Casual
Champion
12.2020 - 02.2021
- Assisted with opening and closing procedures, ensuring the store was ready for business each day during peak season.
- Managed inventory effectively, ensuring timely replenishment of high-demand items.
- Supported merchandising initiatives by restocking shelves and updating visual displays according to brand guidelines.
Team Coach
Kentucky Fried Chicken
03.2015 - 01.2021
- Served customers and took customers order in front restaurant as well as drive thru, packed and served meals, handled cash, worked well with other team members, completed tasks given and followed store procedures, trained and hired team members for KFC and ensured that they met company requirements.
- Provided ongoing support for staff development, conducting regular performance evaluations and offering constructive feedback to foster growth.
- Served as a key liaison between front-of-house staff and back-of-house operations, facilitating seamless communication for optimal customer experiences.
Customer Service and Food Team Leader
Taco Bell
01.2018 - 12.2020
- Packed and served meals, handled cash, worked well with other team members, completed tasks given and followed store procedures.
- Implemented staff training programs to improve skills and overall team performance.
- Communicated and maintained team member safety and security standards and emphasized food safety.
Security Guard and Crowd Controller
SWC Security
01.2017 - 01.2020
- Provided security services at retailing stores and events, like the AFL, festivals, and loss prevention.
- Maintained a safe environment for staff and visitors through proactive surveillance and communication.
- Responded quickly to emergency situations to assess and deflect issues.
Event Staff
Motorcycle Grand Prix
10.2017 - 01.2018
- Handled crowd control professionally, maintaining a safe environment for all event attendees and staff members.
- Provided exceptional customer service to all guests and escalated concerns where needed.
- Streamlined communication between event team members using walkie-talkies or other devices as needed during large-scale functions.
Education
Bachelor of Marketing and Communication - Marketing And Communications
University of South Australia
Adelaide, SA09.2022
Certificate IV in Property Services -
Melbourne Polytechnic
Preston, VIC07.2018
Certificate 2 in Security Operations -
Kangan Institute Broadmeadows
Broadmeadows, VIC01.2017
Certificate 3 in security operations -
Kangan Institute Broadmeadows
Broadmeadows, VIC01.2017
VCE -
Thornbury High School
Thornbury, VIC11.2016
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Organizational Skills
- Excellent Communication
- Time Management
Certification
- Driver's license
- Security license
- Police check
- First aid certified certificate 1 and 2
Languages
Fluent in English
Intermediate in Arabic
Timeline
Christmas Casual
Typo
12.2020 - 02.2021
Christmas Casual
Champion
12.2020 - 02.2021
Landscape and Greenlife Expert
Bunnings Craigieburn
11.2020 - Current
Customer Service and Food Team Leader
Taco Bell
01.2018 - 12.2020
Event Staff
Motorcycle Grand Prix
10.2017 - 01.2018
Security Guard and Crowd Controller
SWC Security
01.2017 - 01.2020
Team Coach
Kentucky Fried Chicken
03.2015 - 01.2021
Bachelor of Marketing and Communication - Marketing And Communications
University of South Australia
Certificate IV in Property Services -
Melbourne Polytechnic
Certificate 2 in Security Operations -
Kangan Institute Broadmeadows
Certificate 3 in security operations -
Kangan Institute Broadmeadows
VCE -
Thornbury High School
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