Sivan Koresh
Sydney,NSW
Overview
9
9
years of professional experience
Work History
Customer Service Manager
Woolworths Customer Hub
Mascot
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
Mascot
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
Mascot
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
Bondi Junction/Kogarah/Chatswood
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
Sydney
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, VIC01.2016
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