Chase Williams
Gladstone,QLD
Summary
Diligent Manager/ Operations Manager with solid background in managing teams and optimizing operations, customer satisfaction & meeting/ exceeding company KPI's. Spearheaded initiatives that improved service quality and response times. Demonstrated leadership and conflict resolution skills in high-pressure environments.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Rebel Sport
08.2023 - Current
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Head of Department Customer Experience
Burger Urge
01.2022 - 07.2023
- Developed, updated & maintained efficient CX systems.
- Achieved & raised benchmarks for Customer Experience KPI's across the network.
- Reduced customer complaints by 85% network-wide (corporate & franchise stores) through, proactively addressing issues and implementing effective solutions, creating targeted action plans with network wide teams.
- Facilitated clear communication between departments, management & operations team to achieve/ exceed company expectations.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Operations Manager
Burger Urge
01.2019 - 01.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Leadership and Team Management, Operational Management, Strategic Planning, Network HR Operations, Communication, Performance Management, Risk Management & Implementation of Safety Policies & Procedures, Decision Making, Financial Management, Continuous Improvement Through Staff Engagement & Training & Culture Building.
Corporate Trainer/ New Store Open Development
Burger Urge
01.2018 - 01.2019
- Conducted evaluations and observed employee performance to identify areas of needed improvement.
- Developed training programs, effective training manuals, modules and teaching aids, content creation & delivery to meet objectives, supporting company growth.
- Supervised a team of trainers, providing guidance on instructional design techniques and delivery methods that maximized learner outcomes.
- Enhanced store culture by conducting team-building activities and workshops.
- Monitored compliance with mandatory training requirements, reducing regulatory risks for the organization.
- Leveraged industry best practices to continuously update and refine training content, ensuring relevance and applicability in a dynamic business environment.
- Collaborated with department managers to identify skill gaps and develop tailored training solutions.
Store Manager
Burger Urge
11.2016 - 01.2019
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
Mining Supervisor
SSSQ/ BHP
07.2012 - 10.2016
- Reduced equipment downtime, ensuring timely maintenance and repairs of machinery and tools.
- Managed budgets for mining projects, controlling costs while maximizing productivity and profitability.
- Facilitated collaboration among cross-functional teams to achieve project objectives efficiently and effectively.
- Implemented innovative solutions to complex challenges in order to optimize resource extraction processes.
- Enhanced safety standards by conducting regular inspections and enforcing strict adherence to company policies and regulations.
- Conducted regular safety meetings with staff members designed to reinforce best practices within the workplace environment.
- Streamlined communication between departments, establishing clear channels for reporting issues and sharing information.
- Assisted senior management in the development of long-term strategic plans for company growth and expansion within the mining sector.
Education
Cert IV - TAE (Training & Assessing Adult Education
Tafe Queensland
South West07.2025
Certificate IV - Retail Management
Spectra
Spectra10.2024
Certificate - Retail Management. Merchandising, Distribution & M
Alison
Alison04.2024
Certificate of Completion - Quality, Safety And You - NDIS Worker Orientation
NDIS Quality & Safeguards Commision
09.2023
Statement of Attainment - First Aid Certificate
Australia Wide First Training
Australia Wide First Training08.2023
Cert IV - Certificate IV in Hospitality
P.A.G.E Institute
P.A.G.E Institute01.2021
Certificate II - Food Safety Supervisor
Australian Retail College
Australian Retail College11.2019
Skills
- Problem-Solving
- Customer Relations
- Proficient with various technology platforms
- Training and mentoring
- Excellent time management skills
- Exceptional interpersonal communication
Accomplishments
Brand Ambassador 2022 - Burger Urge
Regional Manager of the Year 2022
Store Manager of the Year - 2020
References
Joel Crystal
Executive Chef - Corporate/ Franchise
Burger Urge
0420849970
Tracey Redsell
Inventory Manager
Rebel Sport
0437988762
Shana-lee Post
Corporate Trainer/ LeadNew Store Development
Burger Urge
0451797539
Timeline
Customer Service Manager
Rebel Sport
08.2023 - Current
Head of Department Customer Experience
Burger Urge
01.2022 - 07.2023
Operations Manager
Burger Urge
01.2019 - 01.2022
Corporate Trainer/ New Store Open Development
Burger Urge
01.2018 - 01.2019
Store Manager
Burger Urge
11.2016 - 01.2019
Mining Supervisor
SSSQ/ BHP
07.2012 - 10.2016
Cert IV - TAE (Training & Assessing Adult Education
Tafe Queensland
Certificate IV - Retail Management
Spectra
Certificate - Retail Management. Merchandising, Distribution & M
Alison
Certificate of Completion - Quality, Safety And You - NDIS Worker Orientation
NDIS Quality & Safeguards Commision
Statement of Attainment - First Aid Certificate
Australia Wide First Training
Cert IV - Certificate IV in Hospitality
P.A.G.E Institute
Certificate II - Food Safety Supervisor
Australian Retail College
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