DENIS FREDERICK WATSON
KATHERINE,Northern Territory
Summary
A dynamic leader with a proven track record at YMCA, I excel in staff management and customer service, enhancing operational efficiency and employee engagement. Leveraging strategic planning and problem-solving aptitude, I've significantly improved service delivery and business growth. My approach combines rigorous financial management with a commitment to fostering a collaborative and motivating work environment.
Overview
13
13
years of professional experience
Work History
Acting Centre Manager
YMCA
11.2024 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed detailed plans based on broad guidance and direction.
Customer Service Team Member
YMCA NT
12.2021 - 11.2024
- Enhanced customer satisfaction by resolving product and service issues promptly and efficiently.
- Maintained thorough knowledge of products and services to provide accurate information to customers, increasing trust in the brand.
- Mentored new hires by sharing best practices and experiences which resulted in faster onboarding and increased confidence in handling customer interactions.
- Collaborated with cross-functional teams to address complex customer concerns, resulting in elevated satisfaction levels.
- Provided comprehensive training to new team members, ensuring they were equipped to offer top-notch customer support from day one.
- Actively participated in weekly meetings presenting ideas for process improvements leading to more efficient and effective customer service.
- Increased sales by offering relevant product recommendations based on customers'' needs and preferences.
- Implemented quality control measures within the team which resulted in a decrease of errors in handling customer requests or complaints.
- Assisted management with performance evaluations, enabling better employee development plans for continuous improvement.
- Maintained customer records by updating account information.
- Responded to customer requests for products, services, and company information.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
AQUATIC CENTRE MANAGER
YMCA NT
10.2011 - 10.2021
- Managed and motivated employees to be exceptional life guards.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance by having regular upskilling training sessions.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business by introduction of new inflatable pool assets.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
Associate of Applied Science - SURVEYING
USQ
Toowoomba, QLD08-2014
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Staff training and development
- Staff management
- Task delegation
- Documentation and reporting
- Strategic planning
- Shift scheduling
- Staff development
- Business administration
- Workforce management
- Budget control
- Key performance indicators
- Financial management
- Expense tracking
- Safety procedures
- Coaching and mentoring
- Work prioritization
- Inventory management
- Risk management
- Revenue management
- Financial records oversight
- Computer skills
- Positive attitude
- Hiring and training
- Managing operations and efficiency
- Employee coaching and mentoring
- Good judgment
- Problem-solving aptitude
- Goal setting
- Operations management
- Policy implementation
- Business development
Accomplishments
- Achieved [Result] by introducing [Software] for [Type] tasks.
cOMMENDATION FROM THE CHIEF MINISTER FOR SERVICES TO THE YMCA.
Received a commendation from the Chief Minister of the NT for services the YMCA and Katherine Aquatic Centre.
Received a nomination in 2022 for Senior Citizen of the Year for services to the KAC
Timeline
Acting Centre Manager
YMCA
11.2024 - Current
Customer Service Team Member
YMCA NT
12.2021 - 11.2024
AQUATIC CENTRE MANAGER
YMCA NT
10.2011 - 10.2021
Associate of Applied Science - SURVEYING
USQ
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