Desmond Lau
Underwood,Australia
Summary
Accomplished Duty Manager with expertise in task delegation, workflow coordination, and promoting efficient, high-quality operations. Skilled in managing challenging requests with a diplomatic and engaging approach, providing friendly and knowledgeable support. Adept at conflict resolution and fostering a collaborative, empowering work culture through strong leadership. Proven ability to build and maintain relationships with a diverse range of stakeholders in fast-paced environments. A strong leader and problem-solver, dedicated to streamlining operations, reducing costs, and enhancing organizational efficiency. Utilizes independent decision-making and sound judgment to drive company success. Passionate about team building, motivation, and fostering excellent customer relations. Committed to leveraging training, monitoring, and morale-building strategies to enhance employee engagement and boost performance.
Overview
21
21
years of professional experience
Work History
Customer Service Duty Manager
Swissport
05.2023 - Current
- Ensure optimal operational efficiency by efficiently planning and coordinating resources on a daily basis
- Explore opportunities for efficiency improvements within the operations and contribute to the ongoing enhancement of the entire operation
- Seek opportunities to sustainably expand the operation and create more opportunities to strive further for the business
- Committing to key operational performance targets and demonstrate positive impact through leadership and team development
- Lead and execute operational plans effectively and efficiently
- Assisted in budget planning and forecasting activities to support effective financial management within the department.
- Maintain effective communication and relationships with key stakeholders within the airport community
- Strive to meet client expectations whenever feasible, utilizing sound judgment, reasoning, and strong interpersonal skills.
- Support and enforce hazard identification and risk assessment framework.
- Support workplace and incident investigations through root cause analysis
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
Business Development Executive
Coca Cola Euro Pacific Partners
09.2020 - 05.2023
- Identifies new products, services and lines of business, and develops marketing and sales strategies to help expand the company’s business
- Responsible for identifying and generating new business opportunities, building relationships with potential clients and driving revenue growth
- Conduct high-level industry research to develop effective sales solutions
- Promote the company's products or services to prospective clients.
- Provide guidance and assistance to managers to assist in achieving defined key performance criteria including audit performance and compliance, and operational safety performance.
- Negotiated contracts with key stakeholders, resulting in favorable terms for the company and long-term partnerships.
- Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Created compelling proposals that demonstrated the unique value of our products/services while addressing client needs and expectations.
- Maintain appropriate relationships with relevant client feedback from clients and industry stakeholders.
- Increased client base by identifying and pursuing new business opportunities through market research and networking.
- Leveraged CRM tools to track leads and analyze data, optimizing sales efforts for maximum return on investment.
- Utilized market trends, mission priorities and customer goals to envision, shape and close new opportunities.
Passenger Service Supervisor
Swissport
01.2019 - 05.2023
- Foster a positive safety culture by encouraging team members to promptly report safety events, hazards, and near misses
- Promote safety and a just culture through briefings, coaching, and intervention when necessary
- Identify, assess, document, address, and report risks
- Lead and promote a safe work environment, intervening in unsafe acts or hazards
- Ensure compliance with company and client procedures and regulations
- Conduct regular quality checks and self-audits
- Lead and promote a safe work environment, intervening in unsafe acts or hazards.
Supervisor
Very Thai
12.2014 - 01.2019
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
Assistant Supervisor
Big Fortune Chinese Restaurant
03.2008 - 01.2014
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Managed daily tasks, delegating responsibilities effectively to optimize team resources and meet deadlines.
- Addressed employee concerns promptly and professionally, maintaining high levels of job satisfaction among team members.
- Assisted in the development of training materials to ensure a consistent learning experience for new hires.
- Coordinated with day shift supervisor to balance staffing as workloads changed.
- Ensured compliance with company policies and industry regulations by diligently monitoring operations and addressing issues proactively.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Actively participated in continuous improvement efforts aimed at optimizing operational efficiency across all aspects of day-to-day business functions.
Assistant Migration Consultant
Visa One Migration Services
02.2006 - 02.2008
- Stayed up-to-date on changes to immigration policies and legislation, ensuring accurate advice to clients at all times.
- Developed strong relationships with clients, ensuring trust and confidence in the migration process.
- Prepared clients for interviews with consular officers or other immigration officials by conducting mock sessions and offering guidance on best practices.
- Handled a diverse range of visa applications, including family-sponsored, employment-based, refugee status, and more.
- Collaborated with legal experts to ensure compliance with all relevant immigration laws and regulations.
- Increased success rates of visa applications through thorough documentation preparation and review.
- Assisted individuals facing deportation proceedings by developing effective defence strategies based on unique circumstances surrounding each case.
- Collaborated with clients to gather necessary evidence for applications, ensuring comprehensive and accurate submissions that increase chances of success.
- Leveraged a vast network of industry contacts to facilitate smooth transitions for migrating clients into new communities and workplaces.
Legal Support Officer
Department of Public Prosecutions
01.2005 - 02.2006
- Contributed to overall office productivity by taking on additional responsibilities such as training new staff members.
- Delivered excellent service levels under pressure while working on complex cases in a fast-paced legal environment.
- Drafted accurate and persuasive legal documents, contributing to positive outcomes in court proceedings.
- Enhanced client relations by meticulously managing legal documents and correspondence.
- Assisted Lead Counsels in preparing for trials, resulting in successful case outcomes.
- Provided exceptional administrative support for the legal team, ensuring smooth operations within the firm.
- Executed efficient document control processes to facilitate timely access to critical information during litigation proceedings.
- Safeguarded client confidentiality through diligent handling of sensitive information and strict adherence to ethical guidelines.
- Facilitated clear communication between attorney teams and clients through regular updates on case progress.
- Supported discovery efforts by efficiently reviewing large volumes of documents for relevance and privilege designations.
- Maintained up-to-date knowledge of changes in legislation that directly impacted firm clients'' cases.
- Improved case management efficiency by streamlining filing systems and organizing digital databases.
Student service Consultant
City Smart Student services
03.2004 - 12.2004
- Provided information about service procedures and expected timelines.
- Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
- Documented payment details and personal information on customer accounts.
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Assisted in the development of marketing materials targeting potential customers, increasing overall brand awareness.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
Education
Bachelor of Criminology and Criminal Justice/ Bachelor of Law -
Griffith University
01.2021
Graduate Certificate of Migration Law -
Griffith University
07.2006
Certificate of Criminology and Criminal Justice -
Griffith University
07.2003
Year 12 Senior Certificates -
Saint Laurence’s College
11.2002
Skills
- Microsoft Word (Constant Use)
- Microsoft Outlook (Constant Use)
- Microsoft Excel – Intermediate level (Constant Use)
- Microsoft Power point – Intermediate level (Constant Use)
- English – 55/minutes
- Experienced in working with both teams and individuals
- Excellent customer service and telephone manners
- Self-starter, organised, disciplined, and goal-oriented
- Excellent communication skills demonstrated by ability to work with people of diverse backgrounds Listen to determine needs of customers before offering a solution
- Welcome the challenge of solving problems
- Takes pleasure in working with people
- Familiar with proper forms of personal and business behaviour in two cultures
- New Employee Training
- Customer service focus
- Time Management
Timeline
Customer Service Duty Manager
Swissport
05.2023 - Current
Business Development Executive
Coca Cola Euro Pacific Partners
09.2020 - 05.2023
Passenger Service Supervisor
Swissport
01.2019 - 05.2023
Supervisor
Very Thai
12.2014 - 01.2019
Assistant Supervisor
Big Fortune Chinese Restaurant
03.2008 - 01.2014
Assistant Migration Consultant
Visa One Migration Services
02.2006 - 02.2008
Legal Support Officer
Department of Public Prosecutions
01.2005 - 02.2006
Student service Consultant
City Smart Student services
03.2004 - 12.2004
Bachelor of Criminology and Criminal Justice/ Bachelor of Law -
Griffith University
Graduate Certificate of Migration Law -
Griffith University
Certificate of Criminology and Criminal Justice -
Griffith University
Year 12 Senior Certificates -
Saint Laurence’s College
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