Summary
Overview
Work History
Education
Skills
References
Availability
Timeline
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Samuel James Pearson

East Perth,WA

Summary

My name is Samuel James Pearson I am a dedicated and self-motivated 21-year-old committed to personal and professional growth. Eager to enhance skills and contribute effectively to a dynamic team within a forward-thinking company. I demonstrate a strong work ethic, reliability, and a passion for continuous learning. I am a Team Leader with 2 years of experience in a call centre environment. I am currently working at TSA Group, currently managing the Services Australia contract. Skilled in team management, customer service excellence, and process improvement. Prior to taking on leadership I was a data analyst for my current employer, leveraging analytical skills to drive performance improvements and enhance customer satisfaction. I am seeking to leverage my leadership abilities and problem-solving skills in a new role that offers opportunities for growth and development. I am seeking new opportunities to further develop my skills and broaden my experience in a different environment. While I value my time at TSA Group and the team leadership role I've held, I am eager to explore positions that offer greater challenges and align more closely with my long-term career goals.

Overview

3
3
years of professional experience

Work History

Team Leader

TSA Group
03.2024 - Current
  • Oversee daily operations, ensuring the team meets performance targets and maintains high standards of customer service
  • Provide training and ongoing support to team members, fostering their professional growth and skill enhancement
  • Analyze team performance metrics, identify areas for improvement, and implement strategies to enhance efficiency and effectiveness
  • Address and resolve any issues or conflicts within the team, ensuring a positive and productive work environment
  • Prepare and present regular reports on team performance, customer feedback, and operational challenges to management

Quality Assurance Officer/Data Analyst

TSA Group
10.2023 - 03.2024
  • Gather and compile data from various sources, ensuring accuracy and relevance
  • Process and clean data to eliminate errors and inconsistencies, preparing it for analysis
  • Analyze datasets using statistical methods to identify trends, patterns, and insights that support decision-making

Service Officer

TSA Group
07.2023 - 10.2023
  • Provide compassionate assistance, actively listening to the concerns of vulnerable customers and responding with empathy
  • Assess the specific needs of each customer, identifying any immediate issues and determining appropriate solutions
  • Address and resolve customer inquiries or complaints effectively, ensuring a positive experience while maintaining company policies
  • Clearly explain services, processes, and available resources tailored to the needs of vulnerable customers
  • Recognise signs of distress or crisis and take appropriate action, including escalating cases to specialists or providing referrals to support services
  • Handle sensitive information with care, ensuring compliance with privacy regulations and maintaining customer trust

Service Officer

ProbeCX
12.2021 - 07.2023
  • Provide prompt and courteous responses to customer inquiries, addressing their needs effectively
  • Identify and resolve customer complaints or issues, ensuring a satisfactory outcome
  • Supply accurate information about products, services, and company policies
  • Record details of calls, including customer interactions, inquiries, and resolutions, in the appropriate systems

Education

High School Diploma -

Living Waters Lutheran College
Perth, WA
09.2020

Skills

  • Microsoft Office
  • Microsoft Excel
  • Data Entry and Management
  • Email Communication
  • Basic IT Skills
  • Communication Skills
  • Adaptability
  • Time Management

References

  • Kaylie Garner, TSA Group, +61 411 531 010, Quality Operations Manager
  • Joanne Chandramoghan, TSA Group, +61 466 515 403, joanne.chandramoghan@gmail.com, Quality Operations Manager 2IC
  • Andrea Bowyer, TSA Group, +61 449 550 801, Team Leader

Availability

Available for full-time employment with a two-week notice to current employer upon acceptance of a new position.

Timeline

Team Leader

TSA Group
03.2024 - Current

Quality Assurance Officer/Data Analyst

TSA Group
10.2023 - 03.2024

Service Officer

TSA Group
07.2023 - 10.2023

Service Officer

ProbeCX
12.2021 - 07.2023

High School Diploma -

Living Waters Lutheran College

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