Summary
Overview
Work History
Education
Skills
Languages
Additional Information
Timeline
Generic

Nathan Abiy

Caroline Springs,VIC

Summary

I'm an enthusiastic employee eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of tasks and training. Motivated to learn, grow and excel.

Overview

9
9
years of professional experience

Work History

Tier 3 Customer Service Agent

Probe CX
05.2023 - Current
  • Maintained a current understanding of the Public Transport products, systems, processes and call trends.
  • Provided feedback and communicated any changes to team leader or Contact Centre Manager
    immediately.
  • Ensured that extranet is open at all times and utilised throughout calls, case management, emails or
    admin work.
  • Worked as part of a team, and participated in team meetings and chairs in a constructive manner.
  • Understood and met individual and campaign targets and key performance indicators (KPIs).
  • Provided a superior level of customer service in accordance with the Quality Framework.
  • Acted professionally and appropriately at all times.
  • Prepared to complete all allocated work item and tasks at the commencement of your shift and
    adhere to the scheduled break times.
  • Correctly answer incoming telephone calls or emails and positively identify customers.
  • Maintained an up to date knowledge of the Purecloud application and use it correctly to track call results, work modes and capture handle times.
  • Exercised discretion in resolving issues to the satisfaction of the customer and the client and always sought clarification when unsure.
  • Ensured all Probe policies, including Business Management System and Security policies and procedures are adhered to.
  • Completed any extra tasks as requested by management.
  • Ensured a safe, healthy and sustainable workplace for all employees and contractors, reported workplace
    hazards, and provided a safe and positive workplace.
  • Completed all necessary training requirements and professional development opportunities.
  • At all times acted in the best interest of Public Transport Victoria and its operators.
  • Promptly responded to complaints and feedback and raised cases to correct operators following correct processes.



Voice-picker/General Labourer

ASAP Recruitment
01.2022 - 04.2023
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.

General Labourer/Picker Packer

Labourpower Recruitment Services
12.2019 - 12.2021
  • Prepared orders for shipment by inserting associated paperwork, tagging boxes and scanning barcodes to upload package data to tracking system.
  • Achieved production targets by maintaining high productivity levels and communicating with team members regarding orders and fulfillment.
  • Scanned packages and boxes and moved to loading dock for shipment.
  • Took on extra hours and shifts during busy periods to meet tight shipping deadlines.

Melbourne Showground Storeman

Benson Trading
08.2019 - 09.2019
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.

Trampoline Supervisor

Three Sixty trampoline park
01.2015 - 01.2018
  • Resolved guest issues by identifying source of complaint and formulating corrective action with supervisor.
  • Promoted safety of visitors and mitigated liability risks by monitoring recreation areas, enforcing rules and safety policies.
  • Maximized customer service and satisfaction by providing directions to visitors regarding requested locations and events.
  • Assisted guests with transactions to facilitate fun and exciting experiences.
  • Cleaned trampolines to reduce spread of germs and bacteria.

Library Assistant

Caroline Springs Library
07.2016 - 08.2016
  • Placed books on proper shelves when returned to circulation.
  • Handled check-in and check-out process of library books and materials at circulation desk.
  • Answered questions from patrons and helped to find desired materials.
  • Gained strong understanding of various methods for cataloging books and other materials.

Education

Bachelor of Marketing - Marketing

RMIT University
Melbourne, VIC
07.2024

Diploma of Business - Business

RMIT University
Melbourne, VIC
06.2021

Secondary Education - Secondary Education

Catholic Regional College
Sydenham, VIC
10.2018

Skills

  • Flexible and Adaptable
  • Collaboration
  • Active Listening
  • Microsoft Office
  • Decision Making
  • Organization and Time Management
  • Customer Service
  • Conflict Resolution
  • Self-motivated professional
  • Responsible

Languages

English
Native or Bilingual
Amharic
Full Professional

Additional Information

My desired career objective for this job application is to gain valuable work experience, so I further gain vital skills and knowledge that I can possess as I pursue my dream of working in the business (marketing) industry.

Timeline

Tier 3 Customer Service Agent

Probe CX
05.2023 - Current

Voice-picker/General Labourer

ASAP Recruitment
01.2022 - 04.2023

General Labourer/Picker Packer

Labourpower Recruitment Services
12.2019 - 12.2021

Melbourne Showground Storeman

Benson Trading
08.2019 - 09.2019

Library Assistant

Caroline Springs Library
07.2016 - 08.2016

Trampoline Supervisor

Three Sixty trampoline park
01.2015 - 01.2018

Bachelor of Marketing - Marketing

RMIT University

Diploma of Business - Business

RMIT University

Secondary Education - Secondary Education

Catholic Regional College

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