RAMY JAJO
Sydney
Summary
I have a strong track record of trust and responsibility in my employment, excelling at managing complex projects under tight deadlines. As a confident self-starter and analytical problem-solver with a solid mathematical background, I quickly grasp complex concepts and prioritize tasks effectively. I build and maintain loyal customer relationships through clear communication and prompt issue resolution. With proven organisational and time-management skills, I multitask well and delegate effectively to ensure timely project completion. I thrive in team environments, enjoy mentoring others, and have a strong work ethic that drives me to achieve personal and team goals.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Teletrac Navman Australia
05.2019 - Current
- Managing all campaign components including ongoing promotions
- Coached, motivated, and monitored performance of all 8 customer service specialists
- Contributing to strategic discussions during manager meetings
- CoordinatIing with Navman dealers nationwide
- Engaging in regular dealership discussions
- Conducting training sessions for dealers on latest products and deals
- Heolding one-on-one sessions to discuss performance and goals
- Monitoring team performance to meet targets
- Maintained effective client relationships
- Managing customer commendations
- Exhibited extensive knowledge of business products and value propositions
- Implementing campaigns for current customer data maintenance
- Proficient in Salesforce and Microsoft Office
- Established benchmarks for team achievements and supervised advancement
- Managed migration of over 10,000 customers from 3G to 4G
- Assessed training requirements for customer service staff
- Supervising day-to-day customer service functions
- Developed and implemented strategies for providing excellent customer service experience
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes
- Conducted regular training sessions for staff on new products, services, and customer service techniques
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organisation
Sales Manager
Yamaha Motor Finance
09.2012 - 05.2019
- Managing every aspect of campaigns
- Monitoring performance of all sales personnel
- Engaged in leadership assemblies
- Trained sales consultants on product updates
- Held direct discussions with sales staff
- Meeting team targets and KPIs consistently
- Developing and preserving business relationships
- Dealing with customer compliments
- Participated in recruitment interviews
- Demonstrated comprehensive understanding of business products and their offerings
- Developed strategies to gather new leads
- Offered ongoing support to sales team members
- Managed successful sales and team engagement sessions
- Supplied the sales team with required support for optimal performance
- Conducting one-on-one sessions with team members
- Facilitating regularly-scheduled meeting sessions
- Coordinated shift rotations effectively
- Reviewing compliance documents from ATO including BAS and tax returns
- Reviewing account summaries
- Developed and implemented sales strategies to increase market share
- Established relationships with key clients, while maintaining existing customer base
Team Leader
Hollard Financial Services
06.2011 - 09.2012
- Handled brands such as Real, Guardian, and Medibank
- Manage both outbound and inbound calls from various sources
- Consistently hit sales targets through effective team management
- Conducted sales consultant coaching sessions
- Deliver call monitoring feedback to agents
- Conducted monthly team meetings
- Assisted sales team in driving collective objectives matching company targets
- Evaluate daily statistics, recommend strategies to meet targets and KPIs
- Monitored calls, offering constructive feedback to sales consultants.
- Oversaw distribution of call queues among team members to meet call metrics
- Reach predefined team performance metrics
- Complete monthly commission assessments
- Coordinated team incentive programs
- Addressed client issues to satisfaction
- Keep current with product updates and process changes
- Managing daily team operations
- Coordinated team activities and delegated tasks to ensure efficient completion of projects
- Created training materials and conducted group trainings on new processes or procedures
Sales Consultant
Hollard Financial Services
11.2010 - 06.2011
- Marketed diverse personal insurance products via phone
- Managed campaigns for Real, Guardian, Medibank, Australian Seniors Insurance and Woolworths
- Receive inbound communications from various sources competently
- Successfully converted quotes into sales
- Initiated communication with customers to establish strong connections
- Increased product sales through cross-selling techniques
- Meet designated targets and KPIs consistently
- Provided detailed product information to customers, including features, prices, and availability
Education
Bachelor of Arts - Communications
Western Sydney University
Sydney01.2017
Skills
- Complaint resolution
- Information Security
- Regulatory Compliance
- One Call Resolution
- Workflow Management
- Talent Development
- Project Management
- Customer-focused
- Training and mentoring
- Social Media Monitoring
References
Available upon request
Attributes
- Analytical problem-solver with a strong figure aptitude and ability to quickly grasp complex concepts and meet deadlines.
- Highly successful in building and maintaining loyal customer relationships based on trust, communication, and a problem-solving approach that addresses issues immediately and strives for rapid resolution.
- Proven organisational and time-management skills, with the ability to multi-task and delegate tasks and responsibilities to ensure projects are completed on time.
- Team player attitude — enjoys teaching and helping others to improve skills and abilities.
- Strong work ethic with a proven ability to establish and achieve personal and team goals through leadership, decision-making, follow-through, and attention to detail.
References
References available upon request.
Timeline
Customer Service Manager
Teletrac Navman Australia
05.2019 - Current
Sales Manager
Yamaha Motor Finance
09.2012 - 05.2019
Team Leader
Hollard Financial Services
06.2011 - 09.2012
Sales Consultant
Hollard Financial Services
11.2010 - 06.2011
Bachelor of Arts - Communications
Western Sydney University
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