Nelson Zungo
Brisbane,QLD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Member Service Officer
PCYC Hills District
07.2022 - 08.2023
- Maintained customer records by updating account information.
- Prepared monthly, daily and weekly statistical reports.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Created and maintained detailed database to develop promotional sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Member Services Team Leader
PCYC Zillmere
01.2023 - 03.2023
- Executed action plan to monitor development and progress of participants.
- Trained and assisted up to 5 service members regularly
- Established open atmosphere for team members and participants to openly communicate thoughts and opinions.
- Displayed professionalism when interacting with children, families, partners, fellow team members, managers and other program members.
- Closely supervised team and volunteers to uncover needs and improve quality of services offered.
- Maintained regular communication with program participants and associates to promote future initiatives, organise new projects and share program achievements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Encouraged service members to provide meaningful service to customers and successfully complete shifts.
- Built strong relationships with customers through positive attitude and attentive response.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Promoted high standards through personal example to help each member understand expected behaviours and standards.
- Optimised customer experience by delivering superior services and effectively troubleshooting issues.
- Frequently inspected production area to verify proper equipment operation.
- Devised and implemented processes and procedures to streamline operations.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Maintained database systems to track and analyse operational data.
Owner
Variant Collective
04.2018 - 11.2022
- Founded and managed social media marketing business, growing revenue to $80,000 in first year
- Managed day-to-day business operations
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Promoted business via social media to generate leads and maximize brand identity.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Participated in business events, conferences and trade shows to promote products and network with business owners and prospective clients.
- Conducted feasibility studies to weigh pros and cons of developing business and ways to achieve success.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Reduced operational risks while organizing data to forecast performance trends.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Wrote engaging and successful marketing, advertising, and website copy.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Monitored trends in social media, industry, and competitive landscape to create new material.
- Designed and implemented advertising and public relations activities.
- Created marketing materials, including brochures, flyers and product catalogues to brand standards.
- Utilized Adobe Creative Suite to create high-quality graphics, illustrations and layouts.
- Established user-friendly design system to increase user experience and satisfaction.
- Guaranteed designs adhere to company brand standards and guidelines.
- Organized, prioritized and managed multiple projects according to dedicated release schedule.
- Managed content across multiple platforms for widest audience reach.
- Produced original, creative content for promotional advertisements and marketing materials.
- Consulted with customers to assess needs and propose optimal solutions
- Evaluated suppliers to maintain cost controls and improve operations
Operations Manager
Profyle Entertainment
03.2014 - 04.2018
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Increased profit by streamlining operations.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Developed marketing content such as blogs, promotional materials, and advertisements for social media.
- Increased brand awareness through development and implementation of successful public relations campaigns.
- Developed and promoted corporate brand, images and identity to media and public.
- Developed relationships with influencers to grow reach of company and create wider visibility.
- Designed and implemented social media strategies to align with business goals.
- Generated ideas to enhance and expand current event offerings.
- Assembled creative and innovative event attractions based on internal capabilities.
- Trained and supervised event staff to complete tasks on time.
- Negotiated contracts with venues, vendors and suppliers to obtain best rates and services.
- Created detailed timelines and budgets for events to meet all deadlines.
Stage Manager
Men of RNB, Concert
06.2017 - 07.2017
- Collaborated with technical crew and cast to safeguard presentation of artistic vision.
- Educated cast and crew members on evacuation scenarios for emergency situations during rehearsals and show operations.
- Remained highly composed and calm in very fast-paced, stressful and constantly changing environments to provide optimal leadership and achieve desired results.
- Alleviated issues between actors on set to keep projects on track and avoid delays or budget overages.
- Presented production ideas and determined creative scenarios for production and delivery.
- Observed tight deadlines and strict budgetary controls to avoid waste and streamline costs.
Sales Assistant/ Waiter
King of Cakes
02.2012 - 11.2014
- Used cash registers and credit card machines to cash out customers.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Bussed tables during busy periods to assist staff and quickly turn over tables.
- Collaborated with kitchen staff to facilitate prompt and accurate food preparation.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Upsold appetizers, drinks and desserts to increase restaurant profits.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Inspected dishes and utensils for cleanliness.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Processed orders and sent to kitchen employees for preparation.
- Answered customers' questions, recommended items, and recorded order information.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Education
Some College (No Degree) - Business Management
Martin College
BrisbaneHigh School Diploma -
Mitchelton State High School
Mitchelton, QLD11.2009
Cert 3 & 4 in Fitness - Fitness
OnFit Training College
Brisbane, QLD12.2023
Skills
- Audience Engagement Techniques
- Marketing Analytics
- Brand Development
- Microsoft Suite Proficiency
- Adobe Creative Suite
- Unique Content Creation
- Marketing and Advertising Strategies
- POS System Operations
- Market Research
- Managing Operations and Efficiency
- Data Entry
- Customer and Client Relations
- Interpersonal Communication Skills
Affiliations
PCYC QLD, RNB Fridays, SSAYU, Multicultural Australia, Profyle Entertainment, Restless Entertainment
Timeline
Member Services Team Leader
PCYC Zillmere
01.2023 - 03.2023
Member Service Officer
PCYC Hills District
07.2022 - 08.2023
Owner
Variant Collective
04.2018 - 11.2022
Stage Manager
Men of RNB, Concert
06.2017 - 07.2017
Operations Manager
Profyle Entertainment
03.2014 - 04.2018
Sales Assistant/ Waiter
King of Cakes
02.2012 - 11.2014
Some College (No Degree) - Business Management
Martin College
High School Diploma -
Mitchelton State High School
Cert 3 & 4 in Fitness - Fitness
OnFit Training College
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