Craig Maxworth

Quality Analyst:

• Monitoring calls ensuring adherence to all process and regulatory requirements are met.
• Developed comprehensive documentation, maintaining accurate records of quality control results and actions taken.
• Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
• Closely liaising with internal and external stakeholders to develop and maintain new processes, and implement continuous improvements.
• Provide vital feedback to respective Team leaders, managers and coaches for development.
• Identify and monitor crucial trends with new processes.
• Participated in weekly cross team calibrations to ensure consistency within the quality process.

Consultant (Service and Admin Team)

• Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
• Communicate interdepartmentally to investigate disputes that arise in logistics, accounts, collections, workplace health and safety etc.
• Improved client payment rates by negotiating and establishing feasible repayment plans.
• Managing multiple mailboxes and sales channels by assessing and processing new applications as part of the admin team.
• Providing customers with insights on LPG consumption and best practices to conserve energy.
• Approving goodwill credits to customers as part of customer management.
• Approving and providing discounted prices and promotional offers in an effort to retain customers.
• Helping customers understand invoices, delivery dockets, monthly statements and accounts history.
• Processing orders and payments that contain sensitive financial information.
• Providing service over multiple channels like live chat, over the phone and other digital platforms.
• Increased client retention through exceptional service and timely solutions to issues.
• Handled high call volumes while maintaining a courteous and professional demeanour.
• Provided personalized assistance for customers, ensuring their needs were met efficiently and effectively.
• Collaborated with team members to share best practices and improve overall performance within the department.
• Mentored new hires, providing guidance and support throughout their training period for optimal effectiveness in their roles.
• Assisted management in implementing new policies and procedures, leading to improved service quality across the department.
• Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
• Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
• Conducted thorough research on complex issues when required, ensuring accurate information was provided to customers at all times.
• Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.

• Mentored junior team members for professional development, fostering a culture of continuous learning and improvement.
• Developed strong partnerships with key stakeholders, resulting in increased collaboration and business growth.
• Optimized team performance by setting clear goals, monitoring progress, and providing constructive feedback.
• Collaborated closely with other senior leaders to establish long-term strategic plans in line with organizational vision and mission.
• Streamlined processes to improve workflow efficiency, leading to faster decision-making and project completion.
• Developed customized training materials for team members.
• Ensured timely delivery of reports by effectively prioritizing tasks and meeting deadlines.
• Collaborated with team members to identify and resolve discrepancies in report data.

• Enhanced brand visibility by crafting engaging and relevant content for digital and print platforms.
• Boosted website traffic through SEO-optimized content creation and strategic keyword implementation.
• Enhanced content quality by meticulously proofreading and editing various articles and documents.
• Streamlined the editorial process for improved efficiency and faster turnaround times.
• Collaborated with writers to refine their work, resulting in clearer communication of ideas.
• Implemented consistent style guidelines across all materials, establishing a strong brand identity.

• Enhanced e-learning experience by designing interactive and engaging instructional materials.
• Collaborated with subject matter experts to create accurate, relevant, and effective learning content.
• Designed multimedia presentations that incorporated audio, video, and graphics for engaging online courses.
• Implemented successful instructional design projects from concept to completion within budget and time constraints.
• Interacted with Art and Media Developers (AMD) and Media Producers (MP) to ensure that all video and audio content maintained certain guidelines according to client standards.

• Streamlined various processes for increased efficiency and reduced wait times.
• Maintained high-quality service standards, ensuring positive client feedback.
• Collaborated with team members to achieve monthly targets and improve overall performance.
• Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
• Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.

• Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
• Implemented effective communication strategies for better understanding of customer needs and expectations.
• Collaborated with cross-functional teams to address systemic issues impacting customer experiences.
• Improved employee performance by designing and implementing effective training programs.
• Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
• Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
• Mentored junior technicians, fostering their growth and enhancing team performance.

• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.