Damon Isaacs
St Marys,Australia
Summary
- Talented Administrator highly successful at motivating teams and streamlining operations. Analytical problem solver and persuasive communicator with talent for thinking outside box for creative solutions.
- Self-motivated Administration Officer and Customer Service specialist brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
- Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
- Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
25
25
years of professional experience
Work History
Administration Support Officer
APA Group- Australian Pipeline Trust (Contract)
02.2022 - Current
- Responding to retailer, contractor, builder and supervisor requests for new connections, meter fixes, disconnections and meter removals.
- Auditing data from existing work orders and enforce compliance and closure of outstanding work orders in the expected time frames.
- Analyse daily, weekly and monthly work order reports and advise any discrepancies to management.
- Collaborate with project managers, site supervisors, contractors and APA management to produce the best outcome for APA customers.
- Managed incoming correspondence effectively by sorting mail, directing calls, and responding promptly to emails from clients or vendors.
- Enhanced team productivity by providing administrative support and managing daily schedules for staff members.
Claims Officer- Insurance
Royal Automobile Association- RAA (Contract)
06.2021 - 01.2022
- Managed high caseload efficiently, prioritizing tasks based on urgency and importance to meet deadlines consistently.
- Lodging new inbound motor vehicle claims within expected compliance and time frames.
- Responding to existing motor vehicle claims and unforeseen weather event claims.
- Providing advocacy to members within a multi-disciplinary organisation.
- Showing empathy and concern for the members' individual and complex range of needs.
- Meeting KPIs and expected targets.
- Negotiated fair settlements with policyholders while maintaining positive relationships between the company and clients involved in disputes.
Pre-Enforcement Case Manager (Collections)
Westpac Banking Corporation (Contract)
11.2020 - 06.2021
- Outbound calling to a large portfolio of customers who fall into the Pre-Enforcement category of their mortgage cycle (180 days plus in arrears).
- Responding to inbound call enquiries (car insurance, home insurance, personal loans, credit cards, mortgages, telephone banking, secured and unsecured loans) in a timely and professional manner.
- Showing empathy and concern for customer's individual and complex range of needs.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of client's situations, identifying issues, goals, and necessary interventions.
- Meeting outbound/inbound KPI's and expected targets.
Gardener
VIP Australia Home Services
03.2020 - 11.2020
- Gardening, lawn mowing, edge trimming, tree and hedge trimming, species planting, tree/plant extraction, full/partial yard cleaning and waste removal.
- Servicing a portfolio of over 100 clients in a friendly, timely and professional manner.
- Performed fall and spring cleanup to clear brush and debris from landscaped areas.
- Identified and removed invasive plants and noxious weeds for garden aesthetics and ecosystem health.
- Showing empathy and concern for client's individual needs and budgets.
Client Relationship Manager
Business Energy Insight (*Employment lost due to COVID-19)
09.2018 - 03.2020
- Manage a portfolio of over 100 clients with their energy needs and concerns.
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Prospect, network and canvass potential new business.
- Present to various businesses on the benefits of Business Energy Insight.
- Respond to phone calls and emails in a timely and constructive manner.
- Meet monthly sales targets.
Accounting Administrative Assistant
N. D. Edwards & Co Accountants and Lawyers
07.2017 - 09.2018
- Provide exceptional customer service.
- Collect, collate and scan confidential mail to relevant players within the company.
- Maintain and strengthen a large portfolio of clients.
- Manage and maintain N D Edwards & Co social media.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Maintained clean and organised files by keeping accounts payable records up-to-date.
Store Manager
Peter Shearer Menswear Rundle Mall
01.2017 - 09.2018
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Provide exceptional customer service training whilst meeting and exceeding sales targets
- Develop and execute sales strategies with senior management with full accountability.
- Managed inventory control, cash control, and store opening and closing procedures.
- Maintain and strengthen a large portfolio of clients.
- Recruit, coach, mentor and motivate sales team.
- Ensure continuous smooth running and professionalism of sales floor.
Full Time Carer
Self Employed Services
12.2015 - 12.2016
- Caring for the physical, emotional and changing needs of a person living with cancer
- Liaising with hospitals, specialists, pharmacists and Government Agencies
- Keeping family members updated with sensitivity and discretion.
New Car Sales Manager
Australian Motors Mazda
10.2013 - 12.2015
- Achieving and exceeding monthly vehicle and accessory sales targets
- Achieving and exceeding Mazda MSI (Mazda Service Indicators) targets
- Conduct, co-ordinate and lead daily sales meetings
- Providing outstanding customer service according to Australian Motors standards
- Create outstanding opportunities for Aftermarket and Business Managers during and after the sales process
- Liaise with senior management, dealer principle, parts, service and respond to all call centre leads
- Time management from sale of vehicle to delivery for all new car consultants.
- Improved overall customer buying experience to safeguard dealership revenue.
- Streamlined inventory management processes, reducing overhead costs and improving vehicle turnover rates.
Store Manager
Peter Shearer Menswear Rundle Mall
11.2010 - 10.2013
- 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.
- Provide exceptional customer service training whilst meeting and exceeding sales targets
- Develop and execute sales strategies with senior management with full accountability
- Maintain and strengthen a large portfolio of clients
- Coach, mentor and motivate sales team
- Ensure continuous smooth running and professionalism of sales floor.
Customer Service Manager
Commonwealth Bank of Australia
03.2007 - 11.2010
- Ensuring the running of day-to-day branch activities.
- Assisting Branch managers in staff coaching, mentoring and performance reviews.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Cash handling and ASIC compliance across all aspects of the branch.
- Took ownership of customer issues and followed problems through to resolution.
- Continuous training and updating procedures and protocols.
AV Specialist/Field Installation Technician
Sony Centre
11.1999 - 01.2007
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
- Cash handling, banking, EFTPOS, reconciliation and running of daily reports
Education
Diploma of Financial Planning (RG146 Compliant) -
Monarch Institute
Melbourne, VIC01.2017
Bachelor of International Studies– Majoring in Chinese Language and Political Relations -
University of Adelaide
Adelaide, SA01.2006
Diploma of Audio Engineering -
SA School of Audio Engineering
Adelaide, SA01.1992
Skills
- Extensive experience in customer service management both face to face and phone based
- Proven background and passion for exceeding KPI's
- Office Administration expertise
- Strong business development capabilities with HR, financial, compliance and managerial experience as well as outstanding people skills
- Demonstrated experience in auditing, compliance and collections
- Ability to relate to people on all levels whilst maintaining professionalism, positivity and sensitivity
- Providing high levels of end-user support, scheduling and planning, data entry proficiency and software diagnostics
Career Overview
A Customer Service and Administration professional with extensive experience in the retail and service industries, I have worked in small, medium and large retail environments as well as call centres and the financial services sector. I have a proven track record of exceeding customer expectations, developing new business, customer retention, adhering to compliance requirements and motivating teams to consistently exceed targets. Combined with my extensive customer service and management history is a keen social awareness and outstanding people skills. I pride myself on continuous improvement of my interpersonal interactions with others, thus enabling communication with a wide range of diverse situations and people. As my referees will testify, my professionalism, sensitive and caring nature combined with a robust sense of humour is greatly beneficial to any organisation.
Memberships, Volunteering and Community service
Cumberland United Football Club
Team Manager Under 7 Green 2016, Team Manager Under 8 Green 2017, Team Manager/Assistant Coach under 9 Green 2018, under 12 Blue JPL Team Manager 2020, Under 13 Blue JPL Team Manager 2022, Under 14 JSL Blue Team Manager 2023, Under 15 Blue JSL Team Manager 2024.
Adelaide Motorsport Festival
Flag Marshall 2023, 2024
Steward 2018, 2017, 2016, 2015, 2014.
Clapham Primary School
Deputy Chairperson/ Assistant Treasurer - School Governing Council 2017.
Chairperson- School Governing Council 2018, 2019.
Treasurer- 2015, 2016.
References
- Karen Haven, Manager, Business Support Services, Network Services, APA Group-400 King William Street, Adelaide SA 5000, karen.haven@apa.com.au, 0400 036 874, 08 8115 4516
- Jordan Cohen, Manager, Market Support/Customer Service, Network Services, APA Group- 60 Schneider Road, Eagle Farm QLD 4009, Jordan.cohen@apa.com.au, 0498 619 173, 07 3003 4357
- Katie Packer, Team Lead, Business Support Services, Network Services, APA Group- 400 King William Street, Adelaide SA 5000, katie.packer@apa.com.au, 0412 325 858, 08 8115 4506
Timeline
Administration Support Officer
APA Group- Australian Pipeline Trust (Contract)
02.2022 - Current
Claims Officer- Insurance
Royal Automobile Association- RAA (Contract)
06.2021 - 01.2022
Pre-Enforcement Case Manager (Collections)
Westpac Banking Corporation (Contract)
11.2020 - 06.2021
Gardener
VIP Australia Home Services
03.2020 - 11.2020
Client Relationship Manager
Business Energy Insight (*Employment lost due to COVID-19)
09.2018 - 03.2020
Accounting Administrative Assistant
N. D. Edwards & Co Accountants and Lawyers
07.2017 - 09.2018
Store Manager
Peter Shearer Menswear Rundle Mall
01.2017 - 09.2018
Full Time Carer
Self Employed Services
12.2015 - 12.2016
New Car Sales Manager
Australian Motors Mazda
10.2013 - 12.2015
Store Manager
Peter Shearer Menswear Rundle Mall
11.2010 - 10.2013
Customer Service Manager
Commonwealth Bank of Australia
03.2007 - 11.2010
AV Specialist/Field Installation Technician
Sony Centre
11.1999 - 01.2007
Diploma of Financial Planning (RG146 Compliant) -
Monarch Institute
Bachelor of International Studies– Majoring in Chinese Language and Political Relations -
University of Adelaide
Diploma of Audio Engineering -
SA School of Audio Engineering
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