Daniel Lee
Wentworth Point,Australia
Summary
Currently utilised in a multi role as a Customer Establishment/Relations Specialist within the security industry. I have over 15 years of expertise within the Security, Finance and customer service sectors.
I'm a versatile specialist offering expertise in problem-solving, dispute resolution, data analysis and customer engagement. My curious mind and drive for knowledge helps me to quickly learn new technologies and processes to drive success.
Overview
16
16
years of professional experience
Work History
Customer Establishment/Relations Specialist
ADT Security Australia
04.2024 - Current
- Investigate and verify authenticity of dispute/complaint enquiries and complete enquiry in line with organisation policies
- Collaborate with cross-functional teams to resolve complex enquiries related to legal or government bodies
- Employed critical thinking skills when assessing disputes to identify underlying issues contributing to conflict escalation
- Managed contract lifecycle from initiation to execution, ensuring compliance with organizational policies.
- Developed and maintained relationships with stakeholders to facilitate effective communication regarding contract terms.
Monitoring Supervisor
ADT Security Australia
04.2022 - 04.2024
- Business operational assistance (escalations, rostering, training/mentoring, staff management)
- SME (subject matter expert) and technical 2 support for alarm systems, CCTV and fire panels
- Facilitated training sessions on new monitoring technologies and processes
- Improved overall monitoring team efficiency and effectiveness by proactively addressing vulnerabilities/ineffciencies detected during routine monitoring activities.
Monitoring Service Representative
ADT Security Australia
04.2018 - 04.2022
- Respond to high priority events following specific instructions tailored to client's needs
- Monitor intruder, medical, fire and hostage events
- Offer level 1 technical support for alarm and CCTV systems
- Collaborate with emergency services nationwide, ensuring prompt and effective communication.
Internet banking specialist
Commonwealth Bank
09.2015 - 09.2016
- Assisted customers with internet banking queries, enhancing user satisfaction.
- Processed lost/stolen card reports, ensuring swift resolution.
- Handled international banking requests, improving service efficiency.
- Facilitated account management, optimizing client experience.
- Collaborated in team meetings to boost performance and meet targets.
Gaming Attendant/Cashier
Revesby Workers Club
12.2009 - 04.2012
- Managed payout vouchers and gaming machine upkeep, enhancing patron satisfaction.
- Explained promotions effectively, boosting customer engagement.
- Collaborated with bar staff, ensuring seamless service during peak times.
- Balanced tills accurately, maintaining financial integrity.
- Managed gaming operations and cash transactions while ensuring compliance with regulatory requirements, maintaining accurate records and delivering exceptional patron service
Education
High School Diploma -
Kingsgrove North High School
01.2007
Skills
- Contract administration
- Troubleshooting and support services
- Data Entry
- Customer Relations
- Staff development
- Team supervision
- Operational efficiency
Languages
Cantonese - Proficient
English - Native
Interests
- Cycling
- Technology
- Ancient history
- World news
- Travelling
Timeline
Customer Establishment/Relations Specialist
ADT Security Australia
04.2024 - Current
Monitoring Supervisor
ADT Security Australia
04.2022 - 04.2024
Monitoring Service Representative
ADT Security Australia
04.2018 - 04.2022
Internet banking specialist
Commonwealth Bank
09.2015 - 09.2016
Gaming Attendant/Cashier
Revesby Workers Club
12.2009 - 04.2012
High School Diploma -
Kingsgrove North High School
Hobbies and Interests
World events, Hiking, Technical analysis, NRL, Ancient history, Documentaries