Samuel Dzang
Cabramatta,Australia
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals, and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with a proven commitment to employee training. Hardworking team player bringing the necessary experience and knowledge to tackle any operational demand.
Overview
8
8
years of professional experience
Work History
Team Leader
Woolworths Group - BIG W
Mascot, NSW
07.2021 - Current
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Identified issues, analyzed information and provided solutions to problems.
- Improved operations through consistent hard work and dedication.
- Participated in team-building activities to enhance working relationships.
- Used coordination and planning skills to achieve results according to schedule.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Led team of 20+ members while providing exceptional customer service
Senior
Woolworths Group - Ecom
Mascot, NSW
03.2020 - 07.2021
- Assessed team member needs to develop effective training plans.
- Performed ad hoc reporting and analysis to improve the overall performance of call center and enable a strong understanding of business.
- Managed real-time inbound call traffic across multiple contact center locations.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Cross-trained and provided backup for team leaders
- Created and implemented coaching and training plans for score development and to enhance performance.
- Worked flexible hours; night, weekend, and holiday shifts.
Quality Assurance Analyst
Woolies X
Sydney, NSW
01.2020 - 02.2020
- Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
- Developed reports and materials for key stakeholders related to quality goals, progress, and challenges.
- Mentored and coached team members on QA topics and strategies.
- Monitored activities and supporting systems to meet compliance regulations.
- Evaluated interactions between associates and customers to assess personnel performance.
- Monitored staff organization and suggested improvements to daily functionality.
- Implemented new quality assurance and customer service standards.
- Recorded, analyzed, and distributed statistical information.
Customer Service Officer
Woolies X
Sydney, NSW
02.2020 - 03.2020
- Promoted company brand and unique offerings through personalized customer service.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Established and accurately prepared customer accounts to complete new purchases.
- Coordinated solutions for a high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Communicated with clients regarding account services, statements, and balances.
- Managed payments, updated account balances, and discussed subsequent payments with customers to keep accounts on track.
- Organised large orders, ranging from $10,000 - $100,000 to be delivered to customers' needs within an agreed timeframe.
Customer Service Representative
Wooloworths Group - Ecom
Mascot, NSW
06.2018 - 03.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
Retail Customer Service
Brothers Fish Market
Seven Hills, NSW
01.2015 - 06.2018
- Kept customer spaces clean, neat and organised for maximum appeal.
- Distributed information to in-store customers and answered questions to serve needs and drive sales.
- Upsold and cross-sold customers on available products and services,
- Fulfilled customers' special requests for delivery timeframes
- Coordinated efficient product deliveries to meet customers' demands.
- Assembled completed orders and processed accurate payments to minimise accounting errors.
- Delivered prompt service to prioritise customer needs.
- Balanced and organised cash register by handling cash, counting change and storing coupons.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
Education
Certificate IV - Human Resources Management
Tafe - Blacktown
Blacktown, NSW11.2007
High School Diploma -
Marist College Kogarah
Bexley, NSW11.2005
Hospitality Certicated IV - Hospitality
Marist College Kogarah
Bexley, NSW11.2005
Skills
- PPE Compliance
- Stakeholder Management
- Analytical Thinking
- Information Organization
- Process Improvement
- Continuous Improvements
- Business Leadership
- Change Management Process
- Teamwork and Collaboration
- Attention to Detail
- Organization and Time Management
- Continuous Improvements
- Business Leadership
Languages
Chinese (Cantonese)
Native or Bilingual
Japanese
Elementary
Thai
Elementary
English
Native or Bilingual
References
Jessica Phan
Team Manager
Contact details are available when requested.
Vishal Chandrasekhar
Operations Manager
Contact details are available when requested.
Timeline
Team Leader
Woolworths Group - BIG W
07.2021 - Current
Senior
Woolworths Group - Ecom
03.2020 - 07.2021
Customer Service Officer
Woolies X
02.2020 - 03.2020
Quality Assurance Analyst
Woolies X
01.2020 - 02.2020
Customer Service Representative
Wooloworths Group - Ecom
06.2018 - 03.2020
Retail Customer Service
Brothers Fish Market
01.2015 - 06.2018
Certificate IV - Human Resources Management
Tafe - Blacktown
High School Diploma -
Marist College Kogarah
Hospitality Certicated IV - Hospitality
Marist College Kogarah
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