Tess Del Bello

• Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
• Assisted staff with resolving complex customer issues and implementing targeted solutions.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
• Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
• Maintained updated knowledge through continuing education and advanced training.
• Monitored inventory levels of supplies needed for daily operations and ordered additional items when necessary.
• Maintained accurate records of all membership transactions including renewals, cancellations, and upgrades.
• Applied in-depth understanding of membership benefits, experience with scripted answers and excellent communication abilities to overcome objections.

• Analyse studio incoming and outgoing finances to forecast studio sales goals.
• Apply strategic thinking to turn sales goals into a sales plan including setting daily and weekly individual team member sales KPIs, reviewing daily and adjusting priorities resulting in 36 National Studio of the Month awards.
• Carry-out marketing initiatives in-club and off-site as per local and national marketing plans to develop brand awareness and sales prospects.
• Identify team members individual learning styles and adapt my approach to effectively deliver sales, client treatment plans, WH&S compliance, and administration duties training.
• Coach and develop team members including celebrating success, building development plans, empowering team members to reach personal and performance goals and addressing underperformance resulting in 32 National Coach of the Month awards.
• Build a high performing team culture by building trust, connecting team members to purpose, celebrating achievement, valuing contributions, and nominating team members for National Recognition Awards.
• Drive continuous improvement by connecting team members with interstate studio members to share lessons learned and innovative ideas.

• Due to the nature of my role I was required to operate with total confidentiality as I was the central person of contact for matters of high security.
• Reported on daily analysis of KPI's of Inbound and Outbound calls.
• Maintained CS operator efficiencies i.e; call duration, logs and queue deadline times.
• Analysed and maintained the Branch Managers reporting on revenue per state, cross referencing detail with call centre data and Lead National phone conferences weekly.
• My priority was in developing a strong team culture which required the continual development of my team of 25 experienced call centre operators. Focusing and encouraging their ability to administer Engehouse application, call problem solving.
• I championed the future leaders program, an initiative that fosters cross functional capabilities.
• Managed and maintained seamless rostering of the team as well as conducting recruitment.
• Conducted forecasting of call centre inbound calls.
• Documented detailed reports of escalations unable to be resolved to report directly to the CEO and legal team.
• Mentoring the departmental team achieving greater efficiencies and morale among employees.
• Advanced training and knowledge of global application Freighttrack, analysing financials and providing regular project updates.
• Developed departmental goals, objectives, standards of Accounts Receivable performance, policies and procedures.
• Selected as part of the developmental team that created Northline's application software which was launched and made avaliable to all clients to have on their mobile devices to keep up to date and ahead of industry trends.
• Monitoring of social media and online sources for industry trends.

My first year as a Business Development Executive, I was the youngest and only executive Nation wide to hit their annual target, but exceed it.

• Enhanced sales volume through skilled support to both new and inactive customers.
• Leveraged cold calling, in-person visits and referrals to build leads.
• Established measurable objectives and KPIs for new business efforts.
• Determined business development opportunities and implemented effective strategy for client acquisition.
• Negotiated contracts with external parties to secure favorable terms for company interests.
• Participated in trade shows, conferences, networking events to build brand awareness.
• Conducted market research and reported on competitors.
• Established new customer accounts using negotiation and sales closing abilities.

Further History Within Northline;

• Internal Accounts Supervisor
• Client Services Team Leader
• National Sales Support
• Accounts Payable
• Reception/Client Services