Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
References
References
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Benjamin Katesook

Benjamin Katesook

Darwin,NT

Summary

Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting a suite of products across Government systems, Police, Fire and Emergency Service, Department of Health and Education. Always demonstrating a keen sense of skill to every customer and known for best-in-class work and great problem-solving skills. A very reliable and dedicated Customer Service and Safer Gambling Specialist providing skills to prioritize and multi-task in a fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for providing professional customer service and successfully handling escalated customer support issues, always looking to optimize processes and able to work very productively unsupervised. Proven ability to put customers first and fulfill customers’ needs accurately and efficiently. Expertise in critical thinking, informed decision making, problem solving, data analysis and rapport building.

Overview

14
14
years of professional experience

Work History

Senior Service Centre Technician

Kinetic IT
Darwin, NT
11.2023 - Current
  • Installed, configured and maintained computer hardware, software and peripherals.
  • Provided technical support to clients via phone, email, and remote access.
  • Diagnosed and resolved hardware and software issues efficiently.
  • Troubleshot network connectivity issues for both wired and wireless connections.
  • Configured user accounts, permissions and passwords according to company policies.
  • Resolved printer problems remotely or onsite as needed by users.
  • Provided support for NT Government, Police, Fire and Emergency Services, Department of Health, Power and Water and Education IT systems
  • Created user accounts and configured settings in Active Directory.
  • Diagnosed system malfunctions and provided troubleshooting assistance.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Understood and followed oral and written directions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Identified needs of customers promptly and efficiently.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Safer Gambling Specialist

Sportsbet
Fannie Bay, NT
02.2022 - 11.2024
  • Assessing customer accounts and conducting due diligence to mitigate risk for the company
  • Participating in ongoing training and compliance activities.
  • Analysing customer gambling behaviour and deciding on the best course of action for the particular case on a case-by-case basis
  • Responding to alerts and escalations on a promptly manner and enforcing safer gambling tools where necessary
  • Outbound calling customers to assess their circumstances and take appropriate real time actions
  • Comfortably diffusing difficult calls with customers and providing them with the essential resources when needed
  • Liaising with other departments such as Security, Anti Money Laundering and Relationship Managers to raise potential risks that may be identified while reviewing customer accounts and transations
  • Evaluating processes and available tools to optimize and suggest improvements to increase work efficiency
  • Mentoring new employees and providing hands-on training to prepare workers for job tasks and enhance team performance.
  • Coaching and training company staff on general process concepts and on processes and techniques specific to company's goals.
  • Addressed problems quickly and reported clear information while working under minimal supervision.

Phone Operator, Customer Service Advisor

Sportbet
Fannie Bay, NT
02.2021 - 02.2022
  • Taking live bets and helping customers with queries over the phone and through chats
  • Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
  • Liaising with different Sportsbet teams (e.g Security, Relationship managers and Safer Gambling teams) to assist customers with their account issues
  • Assessment and monitoring of customer accounts for potential safer gambling or fraud flags/behaviour
  • Manual verification of identification sent in by customers
  • Secure handling of customer information

3D Printer Applications Engineer

Advanced Manufacturing Alliance
Darwin, NT
08.2018 - 01.2021
  • Project management
  • Mechanical and electrical design and fabrication work
  • Safe operation of SPEE3D’s LIGHTSPEE3D Metal 3D printer and polymer printers
  • Collaboration and engagement with the Defence- Handling Confidential information
  • Reporting directly to Director for projects
  • Benchtop testing of metal 3D printed (Additive Manufactured (AM)) parts
  • Work involvement in an innovative field of additive manufacturing with little known information- new technology
  • CAD modelling experience- Fusion360 and AutoCAD
  • Working alongside engineering lecturers and engineers on projects assigned
  • Specific Energy Consumption collection and data analysis of AM systems
  • Working unsupervised
  • Development of technical reports, protocols, and procedures
  • Statistical analysis of data using R and Excel
  • Engagement and representing AMA at public expos

Engineering Tutor

Charles Darwin University
Darwin, NT
02.2020 - 06.2020
  • Tutoring for final year Engineering unit- Dynamics of Engineering Systems
  • Marking of assessments
  • Lecturing
  • Making online practical videos amidst Covid-19
  • Running online collaborate classes for students to answer questions
  • Motivated students using feedback and encouragement.
  • Supervised and motivated students during instruction with equipment and supplemental materials.
  • Developed assignments for pupils to apply learning.

Acting Night-fill Manager, Customer Service

Coles Supermarkets
Marrara, NT
06.2017 - 06.2020
  • Filling shelves for all aisles
  • Acting Duty Manager for the Night-fill Manager's days off
  • Breaking down the load from pallets to flat tops for the night fill team
  • Working as a team, managing team to complete the nightly loads
  • Organising stock recalls
  • Organising and maintaining back stock cages and pallets

Kitchen Hand/ Crew Trainer

McDonald's
Coolalinga, NT
06.2016 - 04.2018
  • Ensuring other workers around are aware of the possible hazards and safety precautions which are
  • Cooking, assembling food, stocking, training and assisting managers to run the kitchen
  • Overnight shifts
  • Washing up, cleaning
  • High Temperature cleaning of grills, changing of Teflons, cleaning grill filters
  • Health and Safety Squad Team member
  • Ensuring the work place is as safe as possible
  • Identifying hazards and taking safety measures to prevent consequences
  • Regulated in accordance to McDonald's Australia

Night-fill, Customer Service

Coles Supermarkets
Marrara, NT
05.2014 - 05.2016
  • Stocked shelves, racks and bins with new or transferred merchandise.
  • Demonstrated great teamwork skills with staff members involved in production and transport.
  • Received and counted stock items, recording data manually or on computer for inventory purposes.
  • Set up advertising signs on shelves and counters to attract customers and promote sales.
  • Inspected merchandise for wear or defects, disposing of damaged items as instructed by supervisors.
  • Trolley collections

Kitchen Hand

McDonald's
Ludmilla, NT
08.2010 - 09.2014
  • Maintained order and cleanliness of work areas to conform with health codes.
  • Cleaned and sterilized dishes, countertops and utensils to prevent bacteria growth.
  • Followed recipes and customer requests to prepare meals.

Education

Bachelor of Mechanical Engineering - Engineering

Charles Darwin University
Casuarina, NT
06.2018

High School Diploma -

Casuarina Senior College
Moil, NT
11.2012

Skills

  • Reporting and Documentation
  • Customer Service
  • Computer Skills
  • Responsible and Punctual
  • Project Management
  • Research
  • Verbal and Written Communication
  • Multitasking and Prioritization
  • Conflict Mediation
  • Data Entry
  • Able to grasp new concepts quickly
  • Training and Development
  • Process Optimization
  • Problem Solving

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The road to success and the road to failure are almost exactly the same.
Colin R. Davis

Timeline

Senior Service Centre Technician

Kinetic IT
11.2023 - Current

Safer Gambling Specialist

Sportsbet
02.2022 - 11.2024

Phone Operator, Customer Service Advisor

Sportbet
02.2021 - 02.2022

Engineering Tutor

Charles Darwin University
02.2020 - 06.2020

3D Printer Applications Engineer

Advanced Manufacturing Alliance
08.2018 - 01.2021

Acting Night-fill Manager, Customer Service

Coles Supermarkets
06.2017 - 06.2020

Kitchen Hand/ Crew Trainer

McDonald's
06.2016 - 04.2018

Night-fill, Customer Service

Coles Supermarkets
05.2014 - 05.2016

Kitchen Hand

McDonald's
08.2010 - 09.2014

Bachelor of Mechanical Engineering - Engineering

Charles Darwin University

High School Diploma -

Casuarina Senior College

References

Daniel Banks 

  • Position: Customer Service Manager
  • Company: Cloudbet
  • Mobile: 04110729931
  • Email: Daniel.banks@betcloud.com.au

John Lidgerwood 

  • Position: Courier
  • Company: JC Couriers
  • Mobile: 0424988086

Tracey Hartley

  • Position: Senior Customer Service Manager
  • Company: Sportsbet
  • Mobile: 0422787506
  • Email: Tracey.hartley@sportsbet.com.au

Peta Rocca 

  • Position: Safer Gambling Specialist
  • Company: Sportsbet Mobile: 0414257292
  • Email: Peta.rocca@sportsbet.com.au

Rebecca Murray 

  • Position: Senior Research Fellow, Urological Biofabrication
  • Company: Herston Biofabrication Institute
  • Mobile: 0479199305
  • Email: Becca.Murray@health.qld.gov.au

Gurveer Singh 

  • Position: Engineer
  • Company: Hoseco, Darwin
  • Mobile: 0420403169

References

Daniel Banks 

  • Position: General Manager Customer Operations
  • Company: BetCloud
  • Mobile: 04110729931
  • Email: Daniel.banks@betcloud.com.au

Tracey Hartley

  • Position: Senior Customer Service Manager
  • Company: Sportsbet
  • Mobile: 0422787506
  • Email: Tracey.hartley@sportsbet.com.au

Daniel Modoh

  • Position: ICT Support Officer
  • Company: Department of Corporate Digital and Development - Northern Territory Government
  • Mobile: 0456186023
  • Email: danielmodoh@hotmail.com

John Lidgerwood 

  • Position: Courier
  • Company: JC Couriers
  • Mobile: 0424988086

Gurveer Singh 

  • Position: Engineer
  • Company: Hoseco, Darwin
  • Mobile: 0420403169

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