Lina Posa is seeking a new position and believes she would be an asset due to her strong leadership skills, ability to work well independently and as part of a team, willingness to take on new responsibilities, and experience interacting with diverse groups of people. She has over 15 years of customer service and leadership experience in various industries. Her skills include problem-solving, training others, and managing complex projects. In her roles, she has consistently delivered strong results and improved performance.

1. Lina Posa
Curriculum Vitae
0410219357
Objective:
I believe I would be an asset to any prospective employer for the following reasons:
 Always willing to assist when and where needed
 Ability to use initiative
 Work well as part of a team
 Willing to train in new areas
 Confidently interact with people at all levels and all cultures
 I act as a leader rather then a follower in any given situation
 6 Years leadership experience
Performance and Strengths:
 Trustworthy and Reliable
 Pleasant and Bubbly
 Independent and Motivated
 Honest
 Confident and Outgoing
 Organized
 High levels of initiative and drive
 Learning interest and agility
 I have be fire warden and first aider at various work places
EMPLOYMENT HISTORY

2. Haverick Meats (Meat Wholesaler)
(September 2014 – Current)
Customer services/admin
Duties included:
 Answering incoming calls from customers and providing solutions to their needs
 Processing orders end to end from order entry to purchasing and placing order with vendor
 Processing daily run sheets
 Taking ownership in solving order issues
 Returns
 ETA management
 Invoicing
 Training junior staff members
 Sending weekly correspondence to customers
 Managing unavailable products and liaising with customers and sales reps accordingly

Express Data (IT Distributor0
(August 2012 – August 2014)
Software Operations Coordinator
Duties included:
 Answering incoming calls from Resellers and Vendors
 Processing orders end to end from order entry to purchasing and placing order with vendor
 Taking ownership in solving order issues
 Returns
 ETA management
 Specialized in more complex vendors such as RSA, Autodesk,Telstra, Novell and SAP
 Training junior staff members
 Additional Tasks: Fire Warden, Social Coordinator, Managing special projects within team such as
(RSA monthly billing and await payment workbench)
Dorchester Life Customer Services (Insurance and Finance)

3. (July 2011 – March 2012)
Customer Services Team Leader
Duties included:
 Authorizing client withdrawals – Delegation Authority (this included quality check, sign off and
processing through the system)
 Leading a team of 8 customer service representatives including reception team
 Reporting on weekly basis (sales, productivity, general team achievement and opportunities.These
reports were prepared for management team.
 Holding Monthly One on One meetings with team members
 Coaching and developing team members by listening to their calls, providing direct feedback
 Weekly one on one meetings to review performance and develop action plans for improvement
areas
 Updating one on one documents,team meetings, compliance checks, sales checklist, coaching
logs, (these were introduced by me)
 Reporting and management to KPI targets both at an individual and team level
 Owning team initiatives (implementing new processes and procedures,liaising with door to door
sales agents,interactions with agents involved feedback to ensure positive interactions between the
customer services team and sales agents.As customer services provided leads for agents it was
important to have good communication systemin place.
 Resource Management - excel and access was used for reporting.
 Resolving Complex Senior Escalations
 Reporting to Sales Manager
Key Achievements:
 Increase in sales across the team, by recognizing starperformers and coaching those that needed
improvement.
 Added value to team spirit by finding ways to recognize success and celebrate milestones for
individuals... This created positive team environment
 Introduced side by side coaching which gave me an opportunity to recognize highlights of
individuals and to provide constructive feedback immediately and discuss coaching opportunities.
 Created sales tracking spreadsheet which was shared with individuals on daily basis , this also had
a major impact on sales performance

4. Telecom Outbound Customer Care Centre
April 2007 – June 2011
Outbound Customer Care Team Leader
Duties Included:
 Leading a team of 12 - 17 retention and sales representatives
 Observing calls and coaching to improve on customer conversation and sales skills
 Daily meetings to determine focus for the day and results for previous day
 Member of cross functional teams to improve processes and customerservice outcomes
 Lead team to delivery to campaign outcomes and achieve targets
 Developing team members in their role and preparing them for their future interests,
 Owning site initiatives (e.g for staff engagement, recruitment, business development)
 Working as a part of a team of 11 team leaders
 Recruitment, including working with HR Team, external agencies, interviewing, refeference
checking
 Facilitating Team and site meetings
 Facilitating and assisting training sessions to improve product and systemknowledge across the
site
 Assisting in campaign launches to ensure staff engagement
 Providing written feedback to Marketing team to assist with successfulfuture launches
 Resolving complex escalations,often being a go to person from other teams across site.
 Holding thorough monthly one on ones,six monthly and annual reviews
 Reporting to Customer Care Manager
Key Achievements:
 Staff engagement across site of 200 employees – I ensured all my interactions with individuals
across site are positive. I had built strong relationships across the site which helped when I had to
step in and lead different team for various reasons.
 Disciplinary process - when required I was very comfortable with leading these meetings and
assisting team leaders with less experience.
 Sales increase and consistent teamperformance which was a result of coaching on dialy basis
 Assisted with leading other teams across the site while their team leader was away – during this
time I ensured team was upbeat and delivering results higher then usual.
 Restructured BCP for our site (Business Continuity Plan) which is used in crisis, it includes
process and procedures to follow in a challenging situation which could afftect our business to
keep functioning.
 Recruitment

5. Outbound Customer Service Representative 2IC
Telecom New Zealand
(October 2005 - March 2007)
Duties Included:
 Contacting customers on outbound campaigns to ensure they are satisfied with the level of service
our team provides
 Meeting sales target for the month
 Assisting Team Leader with daily tasks
 Assisting teammembers with challenges
 Assisting new team members to fit into team as easy as possible
 Getting involved with site projects
 Reporting to a Team Leader
Telemarketer
February 2005 - October 2005
Just Water
Duties included:
 Making outgoing phone calls to clients and arranging appointments for sales representatives
 Working as a part of a team on various projects

6. EDUCATIONAL HISTORY
 1986 – 1994 Primary School Mertojak, Split, Croatia
 1994 – 1995 Chemistry School, Split, Croatia
 1995 – 1998 Tourism and Catering School, Split, Croatia,
Graduated with Diploma
HOBBIES AND INTERESTS
 Spending quality time with my husband and daughter.
 Socializing with different people and cultures, we often hold engaging gatherings
 General Interests in sports such as Soccer, Rugby League, Gymnastics, Ice Skating, Skiing, etc
 Travelling
 Acting
 Languages
 Cultural Dancing and Singing
REFEREES
References available on request