Oya Ceri
Melbourne,VIC
Summary
Result oriented approach, with natural ability to multitask to get optimum results in any objective. Successfully combining academic skills with hands-on approach to deliver excellence in service and management. Experience in a variety of fields adding to specialized skills and greater understanding of the management process.
Positive contribution to provide support, feedback, and management to enhance the productivity of business outcomes. Possesses excellent verbal and written communication, presentation and interpersonal abilities which have contributed to a sound record of reliability which has consistently exceeded expectations.
Very well organized with a systematic approach to all tasks combined with professional presentation. Enthusiastic, resilient and tenacious approach to achieving successful outcomes. Reliable, conscientious, self-motivated individual, seeking a challenging role with a view to career progression in management and business development.
Overview
17
17
years of professional experience
Work History
Recruitment Field Lead
Forethought Research
06.2022 - Current
- Maintaining and Recruiting large projects for C -Suite clients such as Deloitte, CPA, Optus, SA Energy, Data action, Citipower and Powercor. Also Swinburne, La Trobe, Melbourne and Monash Universities.
- Preparing statistical progress reports via pivot tables to consultants and project managers to liaise with clients.
- Setting up projects, briefing and monitoring progress of projects for team members.
- Training team members on processes and representative skills.
- Preparing process and technical training documents for team members.
- Contacting selected customers of clients to determine suitability to recruit for specific market research projects.
- Overseeing several consumer and business projects simultaneously at any time.
- Pre-preparing, executing, and closure of recruitment projects for internal and external functionality.
- Link- testing of surveys before publishing.
- Reconciling incentive records.
Recruitment Field Officer
Forethought Research
02.2019 - 06.2022
- Contacting selected customers of clients to determine suitability to recruit for specific market research projects.
Intervention Specialist
AGL Energy
11.2018 - 05.2019
- Contacting clients in order to gain or retain their business though calculated demonstration of benefits and value and answering client queries.
Client Relations Manager
BMW South Yarra - Bayford Group
02.2018 - 05.2018
- Assisting clients with booking arrangements for servicing of vehicles
- Arranging alternative transport, discerning diagnosis for repair detail.
Self Employed
English Tutor (Overseas Role)
10.2014 - 10.2017
- Assisting students nationally and internationally to prepare for assessments, exams
- Essays, language skills and grammar for students in secondary tertiary education and professionals.
Sales and Retention Roles
Lumo Energy
05.2011 - 10.2014
- Contacting clients in order to gain or retain their business though calculated demonstration of benefits and value and answering client queries.
- Working on specialized projects to aid customers with their electricity and gas requirements, such as solar, billing issues, hardship, transfers and resolving their queries in satisfactory manner, or aiding them in reaching their resolution via effective communication through relevant departments.
Outbound Sales Consultant
Lumo Energy
05.2011 - 09.2012
- Contacting clients in order to gain or retain their business though calculated demonstration of benefits and value and answering client queries.
- Utilized persuasive communication skills to overcome objections from prospective clients during sales process.
Customer Service Manager
Stellar Call Centre - Australian Bureau of Statistics - Census
07.2011 - 09.2011
- Managing delegation of tasks for group of floor support team, who assist agents in completing requests from respondents, which have specialized targets.
- Arranging agents who have to provide responses based on specific criteria to meet objectives, and balancing workload according to marginal time requirements, crucial to execution of delegated tasks.
- Monitoring calls for quality assurance, maintaining and updating data for agents and floor support to provide precise and clear data and consistency, according to clients' needs and to ensure it is compliant with client's standards and policies.
- Training small groups of people for specialized tasks to provide rapid, effective results, executed with minimal impact on campaign's time requirements.
- Acting as escalation point for respondents with complex issues and concerns, and utilizing time management strategies to resolve queries with professionalism.
- Planning daily work strategies to ensure consistency and accuracy of information delivered is delivered within given targets, and analyzing data on outcomes to implement and devise methods for meeting targets and obtaining optimum results.
- Reporting to client and operation managers' workforce planning methods to obtain objectives. Re-evaluating and restructuring time schedule to ensure functionality and production is financially viable.
Customer Service Representative
Stellar and Salmat Call Centres - Jetstar Airways
08.2010 - 07.2011
- Providing product information and assistance in selection of specific sale products, up selling and cross selling according to clients offers.
- Providing resolution to simple and complex queries including technical guidance through web based and internal programs used by client and other compatible programs used by external clients.
- Providing information about products and offers available, including policies, terms and condition applicable to client. Ensuring policies are clear to customers to maximise first call resolution.
Level 2 Banking Advisor
National Australia Bank - Term Deposits
12.2009 - 02.2010
- Maintaining and creating new Term Deposit accounts, by analysing market trends and personal information provided, to bring rewarding returns on short and long term basis, with adherence to strict guidelines and assessments.
- Creating sales leads and referrals to internal products for solutions in financial planning, home loans, personal loans, credit cards.
- Adhering to clients requirements of policy and guidelines provided by state and federal law.
- Participating in personal development program, and completing set tasks in half of required time.
Customer Service Representative
The Pegasus Club - My Rewards
04.2009 - 11.2009
- General reception duties
- Basic bookkeeping.
- Providing information for and sale of event bookings for annual and specific target based promotions.
- Providing specialised information for existing Golf Club Memberships, location advice and booking for seasonal events, and insurance advice.
- Updating and maintaining database for existing clients, of marketing and presentation requirements of their advertised products.
Proactive Sales
UCMS - Telstra
11.2006 - 02.2008
- Proactive sales to existing customers of Telecommunications Products.
- Maximise value gained though specific use of Home Phone plans including use of software and hardware by provision to existing customers.
- Mobile Phone plan sales, new and re-contracting, to suit customer's current situation and requirements.
- Win-over campaigns, to bring new clients to existing database of contracted clients.
- Cross sell and up sell products in conjunction with other existing products such as Internet Plans and security solutions, Foxtel Plans and entertainment packages.
- Maximising customer value for existing products by actively engaging in conversation to analyze and determine needs of customer to offer optimum solutions.
- Lifestyle specific campaigns to ensure suitability of products to existing customers and their values, needs and preference.
Education
Partially Completed Adv.Dip. 1.5 of 2Y - Game And Interactive Media Design
Victoria University
Melbourne, VICCertificate II in Multimedia -
Swinburne University of Technology
Melbourne, VICPartially Completed As Preliminary Study 1.5 of 3Y - Bachelor of Science (Coastal Management)
Southern Cross University
Lismore, NSWPartially Completed As Preliminary Study 1 of 2Y - Biotechnology
Southbank Institute of TAFE
Brisbane, QLDPartially Completed As Preliminary Study 1 of 2Y - Tourism(Ecotourism)
William Angliss Institute of TAFE
Melbourne, Ballarat, VICSkills
- Proficient in MS Office Suite
- Numerous Client Based Software
- SAP
- Proficient in use of modern technology
- Intermediate in Unreal Engine (Virtual and Augmented Reality Software)
- Intermediate Adobe Suite (Design Suite)
- Proficient in 3D Studio Max (3D Modelling Software)
Awards
- Certificate of Achievement-23 May 2007-193.79% Highest Overall Sales Performance.
- Certificate of Achievement-23 May 2007-366.43% Highest Overall Sales Performance.
- Certificate of Achievement-6 June 2007-253% Overall Sales Performance.
- Certificate of Achievement-13 June 2007-100% Quality Assurance.
- Certificate of Appreciation-13 June 2007-100% Attendance.
- Certificate of Excellence-13 June 2007-221% Overall Sales Performance.
- Certificate of Excellence-27 June 2007-233% Overall Sales Performance.
Timeline
Recruitment Field Lead
Forethought Research
06.2022 - Current
Recruitment Field Officer
Forethought Research
02.2019 - 06.2022
Intervention Specialist
AGL Energy
11.2018 - 05.2019
Client Relations Manager
BMW South Yarra - Bayford Group
02.2018 - 05.2018
Self Employed
English Tutor (Overseas Role)
10.2014 - 10.2017
Customer Service Manager
Stellar Call Centre - Australian Bureau of Statistics - Census
07.2011 - 09.2011
Sales and Retention Roles
Lumo Energy
05.2011 - 10.2014
Outbound Sales Consultant
Lumo Energy
05.2011 - 09.2012
Customer Service Representative
Stellar and Salmat Call Centres - Jetstar Airways
08.2010 - 07.2011
Level 2 Banking Advisor
National Australia Bank - Term Deposits
12.2009 - 02.2010
Customer Service Representative
The Pegasus Club - My Rewards
04.2009 - 11.2009
Proactive Sales
UCMS - Telstra
11.2006 - 02.2008
Partially Completed Adv.Dip. 1.5 of 2Y - Game And Interactive Media Design
Victoria University
Certificate II in Multimedia -
Swinburne University of Technology
Partially Completed As Preliminary Study 1.5 of 3Y - Bachelor of Science (Coastal Management)
Southern Cross University
Partially Completed As Preliminary Study 1 of 2Y - Biotechnology
Southbank Institute of TAFE
Partially Completed As Preliminary Study 1 of 2Y - Tourism(Ecotourism)
William Angliss Institute of TAFE
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