Overview
Work History
Education
Skills
Timeline
Generic

Sivan Koresh

Sydney,NSW

Overview

9
9
years of professional experience

Work History

Customer Service Manager

Woolworths Customer Hub
01.2023 - Current
  • Assisting agents with raising IT tickets
  • Following up on operations and logistics issues
  • Responding to emails, chats and calls
  • Liaising with stakeholders and higher management
  • Providing feedback regarding new employee progress
  • Taking on projects as needed
  • Led customer service team to achieve high satisfaction ratings through effective training and performance management.
  • Analyzed customer feedback to identify trends
  • Mentored staff on best practices in conflict resolution and communication, fostering a supportive team environment.
  • Oversaw daily operations, ensuring adherence to company policies and compliance with regulatory standards.

Real Time Analyst Short Term Secondment

Woolworths Workforce Management
11.2024 - 02.2025
  • Managing and alerting management when their KPIs are at risk
  • Looking at forecasts and comparing to current
  • Analyzed real-time data to optimize workforce scheduling and resource allocation.
  • Collaborated with cross-functional teams to address staffing challenges and improve service levels.
  • Reviewed and refined forecasting models to ensure accuracy in staffing predictions and demands.
  • Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
  • Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.

Customer Service Representative

Woolworths Customer Hub
01.2023 - 06.2023
  • Resolved customer inquiries and complaints efficiently through active listening and effective communication techniques.
  • Provided product information and support to enhance customer experiences across multiple channels.
  • Trained new staff on customer service protocols and best practices, fostering a collaborative work environment.
  • Developed solutions for complex problems, ensuring consistent service delivery and customer satisfaction.
  • Assisted in maintaining accurate records of customer interactions to support data-driven decision-making processes.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Administrative Assistant / Junior Case Manager / Customer Service Consultant

Asuria
01.2018 - 01.2023
  • Maintained accurate records and documentation, supporting compliance and operational efficiency.
  • Assisted in budget tracking and expense reporting, promoting fiscal responsibility within the department.
  • Provided training to new administrative staff, fostering a supportive onboarding experience.
  • Implemented electronic filing systems, reducing physical storage needs and enhancing accessibility.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.

Junior Legal Secretary/Receptionist

CMC Lawyers
01.2017 - 01.2018
  • Managed legal document preparation and filing, ensuring compliance with court deadlines and procedures.
  • Maintained organized case files and databases, enhancing accessibility for attorneys and staff.
  • Coordinated communication between clients, attorneys, and third parties to facilitate information flow.
  • Assisted in drafting correspondence and legal documents, improving overall accuracy.
  • Implemented improved filing systems that assisted in operations and reduced retrieval times significantly.

Education

High School Diploma -

Rose Hill Secondary College
Melbourne, VIC
01.2016

Skills

  • Data Entry & File Management
  • Invoicing & Billing Support
  • Microsoft Office & Google Suite
  • Email & Calendar Management
  • CRM & Admin Software
  • Remote Work Systems
  • Logistics & Scheduling
  • High-Speed Typing (60 WPM)

Timeline

Real Time Analyst Short Term Secondment

Woolworths Workforce Management
11.2024 - 02.2025

Customer Service Manager

Woolworths Customer Hub
01.2023 - Current

Customer Service Representative

Woolworths Customer Hub
01.2023 - 06.2023

Administrative Assistant / Junior Case Manager / Customer Service Consultant

Asuria
01.2018 - 01.2023

Junior Legal Secretary/Receptionist

CMC Lawyers
01.2017 - 01.2018

High School Diploma -

Rose Hill Secondary College

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Sivan Koresh