Craig Roy
Ryde,Australia
Summary
Results-driven Service Operations Manager with a track record of highly productive and efficient task completion. Specialize in process optimization, team leadership, and customer service excellence. Excel in communication, problem-solving, and adaptability to ensure seamless operations and high-quality service delivery.
Overview
11
11
years of professional experience
Work History
Service Operations Manager/Technical Services Manager
Prosegur/ITS
01.2022 - Current
- Direct operations staff by providing guidance, training, and support to meet company objectives.
- Monitor and improve the efficiency of processes, team performance, and customer service.
- Ensure compliance with safety regulations and maintain a safe work environment for all personnel.
- Coordinate with other departments, including sales, marketing, finance, and human resources. to ensure efficient operations.
- Conduct regular reviews of existing policies and procedures for continuous improvement opportunities.
- Manage staffing needs through recruitment, selection, onboarding, training, and disciplinary action as necessary.
Customer Service Manager
Fujifilm
Sydney, NSW
01.2015 - 02.2022
- Organized, directed, supervised, and evaluated the work of assigned personnel.
- Managed a team of over 30 direct reports.
- Monitored inventory levels for spare parts and supplies for field service technicians.
- Scheduled preventive maintenance visits to ensure optimal performance of equipment in the field.
- Managed the development of a comprehensive knowledge base used by team members when responding to infield technical repair queries.
Service Delivery Manager
B2X MOTOROLA ANZ
Sydney, NSW
08.2013 - 12.2014
- Manage communications between internal teams and external customers regarding product updates or service changes.
- Ensure SLA compliance and maintained service delivery quality standards.
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
- Negotiated contracts with vendors to ensure the cost-effectiveness of services provided.
- Created reports on service delivery metrics, such as response time and resolution rate.
- Reviewed existing service level agreements and proposed changes when necessary.
Education
Diploma - Business Management
Damlin College
01.2005
Mobile And Communication - Telecommunications
Damlin College
01.2004
Diploma - Project Management
Damlin College
01.2003
Advance Diploma - Electronics
Damlin College
01.2001
Skills
- Manage operations
- Cross-functional coordination
- SLA management
- Productivity monitoring
- Coaching and mentorship
- Reporting and documentation
- Operational Efficiency
- Staff training/development
- Cost analysis and savings
- Team building
Accomplishments
- Team Growth Leader, Strategically expanded the field service team at Fujifilm by 13% to meet increasing service demands.
- Operational Efficiency Innovator, Reformed performance management systems, slashing ineffective service times by 25% and enhancing service delivery.
- Customer Satisfaction Advocate, Redefined customer engagement at Prosegur, leading to a significant 12% jump in service satisfaction.
- Cost Reduction Specialist, Spearheaded process improvements that reduced operation costs by 18%, while sustaining quality results.
References
Available upon request
Timeline
Service Operations Manager/Technical Services Manager
Prosegur/ITS
01.2022 - Current
Customer Service Manager
Fujifilm
01.2015 - 02.2022
Service Delivery Manager
B2X MOTOROLA ANZ
08.2013 - 12.2014
Diploma - Business Management
Damlin College
Mobile And Communication - Telecommunications
Damlin College
Diploma - Project Management
Damlin College
Advance Diploma - Electronics
Damlin College
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