Christopher Taylor
Senior Eligibility Officer
Stafford Heights
Summary
Experienced with leadership and strategic planning in high-stakes environments. Utilises strong problem-solving and decision-making skills to drive operational success. Track record of effective team leadership and conflict resolution, ensuring mission objectives are met.
Overview
11
11
years of professional experience
Work History
Senior Eligibility Officer
QLeave
06.2024 - Current
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Improved department efficiency by streamlining and implementing policies and processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Enhanced communication between team members by organising regular meetings and fostering open dialogue.
- Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
- Facilitated collaboration between departments, improving efficiency and effectiveness in handling cross-jurisdictional cases.
- Established protocols for handling sensitive information, ensuring confidentiality and compliance with legal standards.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Collaborated with cross-functional teams to develop innovative technology strategies aligned with business goals.
- Provided technical support to staff members, resolving issues quickly to minimize disruptions in daily operations.
- Improved systems with addition of new features and infrastructure.
Supervisor Eligibility
QLeave
10.2023 - 05.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organise workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Collaborated with other departments to achieve organisational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Demonstrated commitment to the organisation''s core values, leading by example and fostering a culture of excellence.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Boosted team morale and performance, organising regular training sessions and motivational meetings.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Business Improvement Officer
QLeave
05.2022 - 10.2023
- Utilised data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Utilised project management skills for successful completion of complex process improvement projects within designated timeframes and budgets.
- Streamlined workflow for increased productivity with detailed process mapping and analysis.
- Guided teams through project completion, coordinating data gathering, analysis, solution development and implementation.
- Coordinated with varying business areas across organisational levels to determine process ownership and develop standardised documentation of corporate actions, policies and procedures.
- Collaborated with stakeholders to gather requirements and develop customised process improvement strategies.
- Improved business processes by identifying inefficiencies and implementing targeted solutions.
- Coordinated weekly meetings for internal and external groups.
Client Services Officer
QLeave
09.2021 - 05.2022
- Enhanced customer satisfaction by resolving complex account issues and providing exceptional service.
- Provided ongoing support to clients throughout the lifecycle of their relationship with the company, ensuring long-term satisfaction and retention.
- Resolved escalated customer issues promptly, fostering trust and demonstrating commitment to outstanding service.
- Collaborated with cross-functional teams to ensure timely delivery of services and exceed client expectations.
- Built strong relationships with clients through effective communication and understanding their needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritise customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Account Advisor
Bet365
03.2021 - 08.2021
- Developed strong client relationships through excellent interpersonal skills and consistent follow-up on outstanding issues.
- Assisted in training new Betting Operators, sharing best practices for efficient processing and excellent customer service.
- Identified potential fraudulent activities by closely monitoring account activity and reporting suspicious behavior to supervisors.
- Adapted quickly to changes in the sports calendar or unforeseen event cancellations, maintaining composure under pressure while assisting customers with alternate options when necessary.
- Developed expertise in various sports disciplines, enabling comprehensive support for diverse clientele seeking betting advice or assistance.
Team Leader - CRM Operations
KineticIT
03.2020 - 03.2021
- Enhanced customer satisfaction by addressing concerns promptly and resolving issues effectively.
- Oversaw daily operations, monitoring team activities to ensure adherence to company policies and procedures.
- Conducted regular reviews of team performance metrics, identifying areas requiring improvement or development opportunities.
- Optimised workflows for increased productivity, resulting in better overall team performance.
- Championed a customer-centric approach within the team, driving continuous improvement efforts in service delivery.
- Liaised with upper management regularly regarding progress updates on key projects as well as any challenges encountered.
- Created a positive work environment by fostering open communication and encouraging teamwork.
- Mentored junior staff members to support their professional growth and strengthen the skills within the team.
- Delivered exceptional results consistently, exceeding set targets for both individual and team performance.
- Spearheaded process improvements initiatives aimed at enhancing overall customer experience within CRM operations.
- Reduced customer complaints by implementing proactive measures to address common issues.
- Planned, designed, and scheduled phases for large projects.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Provided detailed project status updates to stakeholders and executive management.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Negotiated and managed third-party contracts related to project deliverables.
Royal Australian Infantry
Australian Defence Force
07.2014 - 07.2018
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Strengthened communication skills through regular interactions with others.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
Certificate - Business Improvements - Business Management
QLeave
Northgate, Australia 04.2001 -
ITIL 4 Foundation - I.T Service Management - Information Technology
KineticIT
Darwin 04.2001 -
Certificate IV - Networking - Information Technology
South Metropolitan TAFE Rockingham
Rockingham, Australia 04.2001 -
Certificate III - Information Technology
South Metropolitan TAFE Rockingham
Rockingham, Australia 04.2001 -
Skills
Windows Administration
Network Configuration & Security
Help Desk / Technical Support
Virtualisation (VMware, Hyper-V)
Active Directory & Group Policy
ITIL & ServiceNow
Enhancement & Regression Testing
Test Case Design & Execution
Dynamics 365 (Forms, Power Automate)
Team collaboration
Work coordination
Interpersonal communication
Timeline
Senior Eligibility Officer
QLeave
06.2024 - Current
Supervisor Eligibility
QLeave
10.2023 - 05.2024
Business Improvement Officer
QLeave
05.2022 - 10.2023
Client Services Officer
QLeave
09.2021 - 05.2022
Customer Account Advisor
Bet365
03.2021 - 08.2021
Team Leader - CRM Operations
KineticIT
03.2020 - 03.2021
Royal Australian Infantry
Australian Defence Force
07.2014 - 07.2018
Certificate - Business Improvements - Business Management
QLeave
04.2001 -
ITIL 4 Foundation - I.T Service Management - Information Technology
KineticIT
04.2001 -
Certificate IV - Networking - Information Technology
South Metropolitan TAFE Rockingham
04.2001 -
Certificate III - Information Technology
South Metropolitan TAFE Rockingham
04.2001 -