Adam Reason
Ruse,Australia
Summary
Highly motivated with extensive experience in customer service, having developed and implemented business strategies to meet company goals. Build and manage relationships with higher management to enhance awareness of regulatory obligations, also effective in formulating and implementing successful complaint policies and procedures.
Overview
11
11
years of professional experience
Work History
Senior Manager - Global Customer Research & Solutions
American Express Australia
01.2022 - Current
- Promoted to Senior Manager in recognition of my knowledge leadership and motivational skills.
- I Manage 25+ employees in a cross functional team.
- Delegate daily tasks to Team Leaders to optimize productivity
- Training of internal department leaders and external contractors in complaints mitigation.
- Meetings with internal department Leaders and Executives on complaints mitigation strategies.
- Motivate and empower Team Leaders to work with their teams to build customer satisfaction and loyalty, to support retention and growth.
- Foster positive employee relationships through communication training and development coaching.
- Continue working on policies, procedures and process initiatives to comply with both local and global regulations to be audit ready.
- Continue to work with integrated processes and improvements to increase overall workflow.
- Host Team meetings and leadership huddles.
- Presenting key figures highlights, trends and forecasts to upper Management including Directors, Department Vice President and Country Managers.
- I work with the Team Leaders to ensure their understanding of the Senior Manager Role for relieving and career advancement opportunities.
- Oversee the Interviewing and hiring of new Complaint analysts and Customer service consultants.
Team Leader - Global Customer Research & Solutions
American Express Australia
10.2020 - 01.2022
- Promoted to Team Leader having shown leadership and training qualities
- I managed a team of 14+ employees which comprised of Complaint Analysts and inventory team.
- Delegated daily tasks to team members to enhance productivity.
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
- Fostered positive employee relationships through communication, training and development coaching.
- Developed and implemented policies, procedures and process improvement initiatives to ensure compliance with local regulations to be audit ready.
- Interviewed, hired and trained new complaint analysts with continued coaching to achieve personal goals.
- Working closely with leaders in all lines of business to resolve complaints in a timely manner.
- Integrated process improvements to increase overall workflow
- Case tracking of complaints received from our Regulators Australian Financial Complaints Authority & Financial Services Complaints Limited.
- Assisted Senior Manager with hosting Team meetings.
- Meetings with internal department Leaders on complaints mitigation strategies.
- Presenting figures and results in Power point presentations to Senior Manager and department leaders.
- I worked with my Senior Manager in order to learn the responsibilities associated with the position to enhance my prospects for professional advancement.
Complaint Analyst
American Express Australia
03.2017 - 10.2020
- Investigated and resolved high level complaints
- Handled received complaints and liaised with Australian and New Zealand Regulators and appropriate Government departments
- Investigated and resolved complaints as requested by CEO and Directors retaining and maintaining the company brand.
- Created and maintained team procedures, training all team members on the new procedures
- Creation of Inventory and assigning tools, processes and guidelines.
- Training of external David Jones Complaints team
- Training new Team Members
- Coaching Team Members and providing feedback
- Assisting Team Leader with daily duties
- Case Assignment and Management.
- Time Management.
- Team Reporting
- Assisting other departments with enquiries.
- Reporting system or process errors to the appropriate Lines of Business to ensure minimal impact to customers
Customer Care Professional
American Express Australia
06.2014 - 03.2017
- Delivered fast, friendly and knowledgeable service to resolve Customer queries clearly explaining the outcomes
- De-escalated customer issues with conflict mediation and problem solving abilities
- Maintained and exceeded challenging targets with high satisfaction score by consistently resolving first call issues
- Promoted products to drive growth
- Consistently ranked top level in department for customer satisfaction
- New system testing
- Coaching and training of new hires
MIT - Store Manager in Training
Fantastic Furniture Prospect
01.2013 - 01.2014
- Overseeing all department managers and crew within the 20+ employees.
- Running and delegating systems within the store (OH&S, Stock Inventory, Sales, and Targets.)
- Rostering for Management, Warehouse & sales staff..
- Customer care, Service & Sales.
- Initial and ongoing training of managers and crew within the store.
- Daily, Weekly & Monthly Store results of Financial Targets, Forecast Projections, Commission Budget.
Education
High School Diploma -
Camden High School
Camden, NSW12.2002
Skills
- Leadership
- Customer Service
- Time Management
- Presenting
- Public Speaking
- Communication
- Adaptability
Additional Information
References
Corrina Davison
American Express Australia, Country Manager
Mobile: 0432 382 447
Anne-Maree Freer
American Express Australia, Department Director
Mobile: 0437 878 443
Sorine Martinolli
American Express Australia, Department Vice President
Mobile: 0411 779 372
Rebecca Harper
Gerard Lighting Sales, Personal Reference
Mobile: 0418 220 153
Timeline
Senior Manager - Global Customer Research & Solutions
American Express Australia
01.2022 - Current
Team Leader - Global Customer Research & Solutions
American Express Australia
10.2020 - 01.2022
Complaint Analyst
American Express Australia
03.2017 - 10.2020
Customer Care Professional
American Express Australia
06.2014 - 03.2017
MIT - Store Manager in Training
Fantastic Furniture Prospect
01.2013 - 01.2014
High School Diploma -
Camden High School
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