BRENDEN LAMPE
LABRADOR,QLD
Summary
I am a dedicated professional with a strong customer service training and solutions background. I'm wanting to establish a long term career with a reputable company that offers opportunities for career progression. Expert in using databases to gather information, update accounts and implement new solution. Tech-savvy and i am a quick learner with a strong attend to detail. Responsive and adaptable to any new role or task that is given to me. I also pride myself in building trust and rapport to quickly understand and meet requirements.
Overview
7
7
years of professional experience
Work History
Customer solutions representative
Apple support
06.2022 - 02.2023
- Call centre role assisting Apple customers with technical issues through telephony and email communication
- Provided support, problem solving steps and issue resolve with Apple Customers
- Offered solutions and referrals to assist with Apple product issues
- Worked with Tech Support and Shop front Apple staff members to further assist customers
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
- Recommended improvements in products, services, or billing methods to prevent future problems.
APS 6 Census Workload manager
Australian Bureau of Statistics
03.2021 - 11.2021
- Managing and delegating workloads to Field Managers and Field Staff for 2021 Census
- Enumeration and work area analysis and potential hazard and work area issues for all staff
- Evaluated success of training programs recommended
- Assisted in the hiring, onboarding, and training of Field managers
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets
- Created in-depth structures and strategies for WA census returns.
Learning and development Officer
ATO - The Probe Group
02.2019 - 09.2020
- Provided Training, mentoring, and coaching to employees
- Established and maintained quality control standards
- Trained and mentored 240 new personnel hired to fulfill various inbound call center roles
- Analyzed and evaluated training effectiveness and program outcomes.
Learning and Development Trainer
Centrelink - Serco
08.2016 - 06.2018
- Trained new personnel for Australian Taxation Office call center Customer Service roles
- Developed alternative training methods if expected improvements are not seen
- Developed and delivered engaging and interactive virtual training sessions to diverse groups of learners
- Evaluated performance metrics to assess impact of training initiatives on business outcomes
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
- Conducted orientation sessions and organized on-the job training for new hires
- Communicated all learning and performance objectives, schedules and training assessment outcomes to upper management and stakeholders.
Education
CERT 1V TRAINING AND ASSESSMENT -
Latrobe University
Melbourne, VICSkills
- Call Control
- Effective Multitasking
- Creative Solutions
- Technical Support and Assistance
- Corrective Action Plans
- Staff Support
- Communications Strategies
- Organization
- Goal Setting and Achievement
- Customer Service
- Quality Control
- Excellent Communication
- Report creation
- Problem-solving abilities
- Problem Resolution
- Adaptability and Flexibility
- Training development aptitude
Education Licenses
Cert III in workplace Training and Assessment
References
- Patrick Bell, supervisor, Australian Bureau Of Statistics, 0406 844 545
- Jamie Ison, Field Manager, Australian Bureau Of Statistics, 0481285537
Timeline
Customer solutions representative
Apple support
06.2022 - 02.2023
APS 6 Census Workload manager
Australian Bureau of Statistics
03.2021 - 11.2021
Learning and development Officer
ATO - The Probe Group
02.2019 - 09.2020
Learning and Development Trainer
Centrelink - Serco
08.2016 - 06.2018
CERT 1V TRAINING AND ASSESSMENT -
Latrobe University