Nicholas Giovas
Ivanhoe East,VIC
Summary
Experienced professional with a dynamic and results-oriented approach. Strong background in customer service, team leadership, and case management. Successfully managed high-volume call centers, resolved complex complaints, and led teams to achieve exceptional performance standards. Proficient in analyzing issues, implementing effective solutions, and ensuring customer satisfaction. Consistently delivered outstanding results through strategic problem-solving and a commitment to excellence.
Overview
20
20
years of professional experience
Work History
Call Centre Team Leader
Origin Energy
03.2018 - Current
- Supervised and motivated a team of 16 call center agents, overseeing performance, providing training, and conducting regular evaluations
- Implemented strategies to enhance team productivity and service quality, achieving a 50% reduction in average call handling time
- Addressed escalated customer complaints and provided effective resolutions, improving overall customer satisfaction ratings
- Analyzed call center metrics and generated reports to identify trends, forecast needs, and implement improvements
- Developed and delivered a comprehensive training program that improved team performance and reduced turnover
- Provided knowledge and resources to prepare each team member for success and top performance.
- Coached team members regarding call strategy to effectively reach targets and foster customer retention.
- Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
Customer Sales Agent
Origin Energy
05.2013 - Current
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Described product highlights and benefits to help guide purchasing decisions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Contacted potential customers to capitalize on sales opportunities.
- Maintained customer accounts and relationships.
- Cultivated and strengthened account relationships to achieve and exceed company targets.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Ombudsman Case Manager
Origin Energy
02.2022 - Current
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Established and maintained relationships with key stakeholders.
- Provided leadership, guidance and support to staff members.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Developed and implemented training programs for staff.
Operations Manager
O&N Healthcare
08.2023 - 12.2024
- Developed and maintained relationships with external vendors and suppliers.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Owner & Operator
The Cultivating Crew
04.2022 - 11.2024
- Managed 30 clients on a fortnightly schedule
- Garden maintenance
- Lawn Care
- Minor landscaping
- Trained and motivated employees to perform daily business functions.
- Managed day-to-day business operations.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Provided on-the-job training to newly hired workers and team members.
- Worked outside in all weather conditions.
Freight Forwarding Account Manager
Bingham Freight Systems
03.2005 - 03.2006
- Tasked with managing customers order, overseeing end to end process of goods being transported
- This included being in regular contact with customers, clients and distributors to monitor jobs closely and having relevant paperwork prepared stakeholders
- Contributed to team objectives in fast-paced environment.
- Built relationships with customers and community to promote long term business growth.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Education
Bachelor of International Business -
RMIT University
06.2015
VCE - undefined
Marcellin College
01.2004
Skills
- Case Management
- Leadership
- Customer Service
- Communication
- Analytical Skills
- Industry expertise
- CRM software
- Workforce planning
- Scripting
- Team management
Hobbies and Interests
- Sports
- Gym
- Theatre
- Dining out
- Travel
Languages
Greek
Limited Working
Interests
Sports
Travel
Volunteering
Outdoor activities
Cultures
Timeline
Operations Manager
O&N Healthcare
08.2023 - 12.2024
Owner & Operator
The Cultivating Crew
04.2022 - 11.2024
Ombudsman Case Manager
Origin Energy
02.2022 - Current
Call Centre Team Leader
Origin Energy
03.2018 - Current
Customer Sales Agent
Origin Energy
05.2013 - Current
Freight Forwarding Account Manager
Bingham Freight Systems
03.2005 - 03.2006
VCE - undefined
Marcellin College
Bachelor of International Business -
RMIT University
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