Brianna Espie
Yeronga,QLD
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company succuss. Focused on using training, monitoring and morale-building techniques to maximise employee engagement and performance.
Overview
1
1
Certification
Work History
APS 4 Senior Advisor
Department of Veteran Affairs
Brisbane, QLD
2023 - 2024
- Updated customer accounts, addresses and contact information within call management databases.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
- Analyzed key performance indicators to identify effective strategies.
Picker Packer
ALDI
Brisbane, QLD
2023 - 2024
- Packaged fragile items with protective padding to prevent damages during shipments.
- Tracked inventories and input equipment counts into warehouse databases.
- Completed shipping paperwork, attached appropriate labels and scanned barcodes for tracking.
- Reviewed packing slips and other documentation to properly box requested items for shipment.
- Picked up heavy objects using proper lifting techniques to avoid personal injuries.
- Picked products from designated locations using various tools and transferred to appropriate areas for further processing.
- Labeled boxes and placed in outbound collection areas.
Delivery Driver
Woolworths
Brisbane, QLD
2023 - 2023
- Verified deliveries against shipping instructions prior to delivering to customers.
- Grouped and routed deliveries according to designated areas to maintain efficient delivery times.
- Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
- Transported and safely delivered items to prevent damage or loss.
- Reviewed and verified invoices and purchase requests to confirm accuracy.
- Operated manual and mechanical equipment safely to minimize injury and accident risks.
Team Leader
Concentrix
Brisbane, QLD
2022 - 2023
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Fostered positive employee relationships through communication, training, and development coaching.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Trainer
Concentrix
Brisbane, QLD
2019 - 2022
- Developed practical training programs to impart knowledge and improve individual skill sets.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.
- Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Set specific goals for projects to measure progress and evaluate end results.
Subject Matter Expert
Concentrix
Brisbane, QLD
2019 - 2021
- Implemented departmental compliance with established standards and sought out improvement opportunities.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained strong call control and quickly worked through scripts to address problems.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Operations Manager
'Yes' Optus
Brisbane, QLD
2017 - 2019
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Addressed customer concerns with suitable solutions.
- Monitored resource use to achieve set goals within budget constraints.
- Anticipated and tracked operational and tactical risks to provide strategic solutions.
- Presented performance and productivity reports to supervisors.
Education
Bachelor of Arts - Creative Writing
Griffith University
01-2017
Certificate IV in Graphic Design
TAFE
Kingscliff, NSW03-2014
Certificate III in Vocational Education
Murwillumbah Community College
Murwillumbah, NSW01-2014
Skills
- Coaching and Mentoring
- Team Management
- Class Lecturing
- Supervision and Leadership
- Problem Resolution
- Creative Solution Development
- First Aid/CPR
Certification
- First Aid Certificate - 2022
- Mental Health First Aider - MHFA 2020
Timeline
APS 4 Senior Advisor
Department of Veteran Affairs
2023 - 2024
Picker Packer
ALDI
2023 - 2024
Delivery Driver
Woolworths
2023 - 2023
Team Leader
Concentrix
2022 - 2023
Trainer
Concentrix
2019 - 2022
Subject Matter Expert
Concentrix
2019 - 2021
Operations Manager
'Yes' Optus
2017 - 2019
Bachelor of Arts - Creative Writing
Griffith University
Certificate IV in Graphic Design
TAFE
Certificate III in Vocational Education
Murwillumbah Community College
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