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Alek Akol

Alek Akol

Acting Team Leader

Salmat Australia

Collingwood, Victoria

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Salmat Australia

Coles Online Acting Team Leader

Managing the centre
Understanding real time centre monitoring and rosters
Monitoring real time centre GOS and AHT
Managing agent behaviours on the floor whilst ATL
Manage Inbound call queues and email debts
Resolve customer escalations and complex issues
Follow centre’s escalation process in case of critical issues
Ensure safe working environment
Managing UPA and updating WFM with comments
Logging work mode exceptions
Send any follow up emails to external stakeholders/clients
Ensure accurate client reporting

Career medium 06
Career
Career medium 06

The Commonwealth Bank (Direct Banking)

Customer Service Specialist

Setting up and maintaining customers’ accounts
Dealing with enquiries eg: account balances
Transfers, card activations
Promoting and selling financial products and services to customers
using a computerised system to update account details
general administration tasks such as maintaining records, renewing term deposits. opening post and sending letters to customers.

Career

Telstra ICS Melbourne

Customer Service/ Sales Agent

Answer phones and respond to customer requests.
Sell product and place customer orders in computer system.
Provide customers with product and service information.
Upsell products and services.
Transfer customer calls to appropriate staff.
Identify, research, and resolve customer issues using the computer system.
Follow-up on customer inquires not immediately resolved.
Complete call logs and reports.
Research billing issues.
Research misapplied payments.
Recognize, document and alert the supervisor of trends in customer calls.
Recommend process improvements.
Other duties as assigned.

Career medium 06
Career

IGA Supermarket

Customer Service & supervisor

Front counter customer service.
Ordering Stock
General Cleaning
Cash Handling
Balancing tills at the end of each shift
Staff Rostering

Salmat Australia

Certificate III, Customer Contact

Australian Training Corporation

Certificate IV, Retail Management

Maribyrnong College

YEAR 12 VCE