Nabyle Haris
Melbourne,VIC
Summary
Accomplished and dynamic professional with over six years of leadership and management experience, specializing in the education sector. Demonstrated expertise in student recruitment, team leadership, and operational management, with a strong focus on delivering exceptional customer service and fostering a high-performance culture. Adept at coaching and mentorship, with a servant leadership style that motivates and empowers teams. Proven ability to develop and implement effective recruitment strategies, ensuring team success and organizational growth. Currently enhancing my business acumen with an MBA, I am committed to driving excellence in educational settings through innovative leadership and strategic decision-making.
Overview
8
8
years of professional experience
Work History
Team Leader - Student Recruitment
Open Universities Australia
06.2021 - Current
- Directed and supervised a dynamic team of 12 Student Enrolment Advisors, ensuring optimal performance and team cohesion.
- Orchestrated and guided multiple recruitment phases, playing a pivotal role in the appointment of over 30 Student Enrolment Advisors.
- Collaborated closely with Product Managers and key stakeholders to enhance customer experiences, contributing significantly to an increase in student enrolment numbers.
- Designed and executed a range of workshops aimed at enhancing sales proficiency throughout the organization.
- Provided effective coaching and mentorship to both new and existing Student Enrolment Advisors, empowering them to meet and exceed sales objectives.
- Played an instrumental role in fostering the growth and achievement of Associate Sales Team Leaders through dedicated support and management.
- Successfully established several high-performing sales teams from scratch, fostering a culture of excellence and positive team dynamics.
Team Leader - Contact Centre
Amplifon
03.2021 - 06.2021
- Spearheaded the leadership and management of a dynamic team comprising 18 Sales Representatives, ensuring effective team operations and goal achievement.
- Directed a comprehensive end-to-end recruitment cycle, successfully overseeing the recruitment of more than 10 Sales Representatives.
- Provided expert coaching to team members in customer service strategies, offering constructive feedback and motivation to meet and surpass sales targets.
- Fostered a motivational environment aligned with team members' career aspirations, establishing and guiding them towards continual performance enhancement.
- Conducted regular performance evaluations, offering insightful feedback to direct reports through multiple communication channels as part of operational standards.
- Served as the primary liaison for call escalation issues, ensuring prompt and effective resolution.
- Undertook performance management duties as required, addressing and rectifying performance issues to maintain high team standards.
- Organized and coordinated weekly meetings with both internal and external stakeholders, facilitating effective communication and collaborative efforts.
Team Leader - Contact Centre
Serco (Services Australia Contract)
12.2019 - 03.2021
- Tasked with the leadership, management, and support of a team of 16 Customer Service Officers engaged in both inbound and outbound telephony operations under a government contract.
- Implementing targeted coaching, on-the-job training, and developmental strategies to foster team engagement and cultivate high-performing Customer Service Officers.
- Inspiring team members by aligning motivational strategies with their career aspirations, setting and achieving goals for continuous performance enhancement.
- Providing comprehensive feedback to direct reports through various communication channels in alignment with operational standards.
- Acting as the primary contact for escalated call issues, ensuring efficient and effective resolution in line with customer service excellence.
- Interpreting and applying policies as outlined in internal protocols and relevant legislation, ensuring compliance and operational integrity.
- Conducting performance management as needed, addressing any issues to maintain high standards of team performance and service delivery.
- Overseeing the Subject Matter Expert portfolio, managing and ensuring its effectiveness and alignment with organizational goals.
Subject Matter Expert - Contact Centre
Serco (Services Australia Contract)
10.2019 - 12.2019
- Conducted thorough evaluations of customer information to identify underlying issues, devise potential solutions, and ensure the maintenance of superior service quality.
- Consistently achieved and surpassed key performance indicators, demonstrating exceptional performance and commitment to organizational goals.
- Offered support and leadership to team members, playing a pivotal role in fostering a collaborative and productive work environment.
- Facilitated personalized one-on-one sessions with team members, aimed at enhancing individual performance and contributing to overall team efficiency.
Customer Service Officer - Contact Centre
Serco (Services Australia Contract)
08.2019 - 10.2019
- Assisted a substantial number of customers daily, maintaining a positive demeanor and prioritizing customer satisfaction.
- Responded promptly to customer inquiries via calls and emails, providing detailed information about products and services.
- Provided efficient assistance to call-in customers, addressing their queries and facilitating order placements.
- Engaged in effective communication with clients, offering clarity on account services, statements, and balances to ensure their understanding and satisfaction.
Store Manager
Shop Smart Pharmacy
01.2018 - 07.2019
- Provide exemplary customer service to ensure elevated levels of client satisfaction.
- Drive the sales team towards achieving sales goals through effective training and mentorship.
- Develop strategic business plans to attract new clientele, increase store footfall, and boost profitability.
- Oversee the recruitment, training, and supervision of new staff members, ensuring high performance and team synergy.
- Address customer grievances and queries in a professional and efficient manner, maintaining high standards of customer care.
- Compile comprehensive reports analyzing purchasing trends, customer needs, and profitability to inform business strategies.
- Perform administrative tasks including managing store budgets and maintaining accurate financial records, ensuring smooth operational flow.
Store Manager
Brown Gouge
01.2016 - 11.2017
- Executed point of sale procedures for both opening and closing, ensuring accuracy and compliance with operational standards.
- Coordinated and conducted weekly store meetings for all staff members to discuss sales strategies and promotional activities.
- Enhanced team collaboration, performance, and efficiency by nurturing a positive and productive work environment.
- Analyzed store trends to inform strategic planning and decision-making, adapting to changing market conditions.
- Effectively managed a team of store employees in a high-pressure, fast-paced setting through proactive leadership and resourceful problem-solving.
Education
MBA - Masters in Business Administration
Monash University
Melbourne05.2024
Post Graduate Certificate - Business Administration
Monash University
Melbourne12.2022
Skills
- Servant Leadership: Focused on empowering and serving team members
- Onboarding & Development: Expert in integrating and growing new hires
- Agile Proficiency: Skilled in agile practices for team efficiency
- High-Performance Culture: Adept at fostering a driven team environment
- Staff Empowerment: Specializing in staff development and empowerment
- Recruitment Strategy: Innovative in attracting and retaining talent
Timeline
Team Leader - Student Recruitment
Open Universities Australia
06.2021 - Current
Team Leader - Contact Centre
Amplifon
03.2021 - 06.2021
Team Leader - Contact Centre
Serco (Services Australia Contract)
12.2019 - 03.2021
Subject Matter Expert - Contact Centre
Serco (Services Australia Contract)
10.2019 - 12.2019
Customer Service Officer - Contact Centre
Serco (Services Australia Contract)
08.2019 - 10.2019
Store Manager
Shop Smart Pharmacy
01.2018 - 07.2019
Store Manager
Brown Gouge
01.2016 - 11.2017
MBA - Masters in Business Administration
Monash University
Post Graduate Certificate - Business Administration
Monash University
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