Benjamin Gellie

Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.

• Certificate III in Retail
• Certificate III in Business Administration
• VIC Responsible Service of Alcohol
• First Aid Level 3
• CPR Certificate

• Community Outreach trip to Perth, 11/2012
• Community Outreach trip to Darwin, 10/2011
• Community Outreach trip to Townsville/ Mt Isa, 2009
• Clean Up Australia Day in participation with McDonald’s, 2012 & 2013
• Community Involvement with The Red Cross & The Salvation Army

• Regional Program Excellence Award for VCAL, 05/2013
• Achievement Awards in Literacy, Design Technology and Numeracy, 05/2013
• Certificate III in Retail, SIR30207
• Certificate III in Business, BSB30110
• Traffic Control, RIIWHS205E

• Connie Van Kollenburg, Team Leader Billing Eastlink, 0438 515 624
• Karen Nuttall, Family Friend, 0408 130 905
• Helen Kearns, Team Leader Contact Centre Eastlink, 0437 257 745

Provide a high level of customer service, Putting safety as the utmost priority, Ensuring the utmost comfort and professionalism to passengers, Working with people from different backgrounds and cultures, Working as part of a team everyday on the job, Providing coaching to new crew on board and assisting the Cabin manager/ Customer service manager, Maintaining CASA | Government requirements to continue to fly, Being able to multitask and remain calm during stressful situations, Demonstrating sympathy and understanding to customers with queries, Providing training and mentoring to team members, Onboarding and recruitment, Managing and developing staff, Setting an excellent example, Ensure standard operational procedures are adhered to, Demonstrate exceptional Customer Service, Preparing food to the required Food Safety and customer expectations, Driving the business forward and meeting KPI’s, Taking inbound and making outbound calls and utilising systems such as BIS (Billing & Invoicing System) and Calabrio for monitoring staff compliance and KPI’s, Assisting customers with queries relating to accounts, invoices and trip passes, Dealing with sensitive information, Constantly developing my skills through mentoring to ensure KPI’s are met, Delivering & providing exceptional customer service, Adhering to company values, Reviewing calls for agents and marking accordingly in line with company brand values and KPI’s. Daily live call monitoring and side by side coaching also included., Reporting to the Quality Assurance Manager on our strategy’s for reviewing calls and providing feedback to agents, Taking escalated calls from agents when the customer is not satisfied with the customer service or the agent has limited authority to provide a suitable outcome to the customers enquiry, Tag order fulfillment & material order fulfillment in line with company KPI’s, Tag testing, product replacements & cleaning, Pallet, box & inventory management, Stock deliveries, Manual Handling, Account closures, refunds and deceased estates, Liaising with the other departments to raise concerns or discuss ideas to benefit the business.

Hobbies: 4WD and road trips, Camping & enjoying time in the outdoors, Spending quality time with my friends and family, Connecting with people and making new friends